Refunds.

In short

Pay by card and change your mind: within 14 days you get that payment back in full. After 14 days you get the unused part back, worked out from the time left. You ask from the app, any time, and the amount is shown before you confirm. Monero and cash cannot be refunded.

What is refunded

A refund covers your most recent payment. Within 14 days of paying, it is the whole payment. After that it is the share of the payment that matches the time you have not used, worked out at the moment you ask and rounded down to the penny. If you paid £45 for a year and ask with half the year left, £22.50 comes back.

The money goes back to the card it came from. If you are on a subscription, the subscription ends first, so nothing can charge you again, and the refunded days come off the key. Time you keep stays on the key.

One refund per payment. Once a payment has been refunded in full there is nothing further to claim on it. Earlier payments, whose time has already run, are not refundable.

How to ask

In the app: open Config, then Account. If there is anything to refund, a button shows the exact amount, for example [ Refund £22.50 ]. Confirm, and it is done. It can take a few days to appear on your card.

By email: write to support@streamtunnel.net with your support ID (in the app under Config) and the date and amount from your bank statement, where it shows as STREAMTUNNEL. We cannot find an account from a name or an email address, because we never hold one.

Cancelling instead

Cancelling a subscription stops the next renewal and nothing is refunded: the time already paid for runs to its end. One-time payments never renew, so there is nothing to cancel. You can cancel in the app, under Config then Account.

What cannot be refunded

Monero and cash in the post add time once and cannot be refunded. Anti-money-laundering rules stop us sending money back to an identity we never collected, which is the same reason those payments leave no record of you.

A refund made outside the app, such as a dispute raised with your bank, stops any subscription from renewing but does not change the time on the key.