Refund & Cancellation Policy

1. Free Trial First Commitment

At Luna Stream, we stand behind the quality of our streaming infrastructure. Because digital streaming performance depends on individual home internet setups, device performance, and local ISP routing, we strongly encourage every customer to test our service with a 24-hour free trial before purchasing a multi-month package.

2. Refund Eligibility (7-Day Window)

If you encounter persistent technical issues with your subscription that our 24/7 technical team cannot resolve within 48 hours of initial order fulfillment, you are eligible to request a full refund within 7 days of purchase.

• Verified Stream Failure: Continuous channel downtime or server unavailability verified by our engineering desk.
• Unfulfilled Orders: If credentials were not generated and delivered within our standard fulfillment timeframe.

3. Non-Refundable Scenarios

• Exceeding Device Limit: Buffering caused by attempting to run more simultaneous devices than purchased on your plan.
• Local ISP Throttling: Slow home Wi-Fi speeds or local ISP throttling where the user refuses standard optimization steps (Ethernet cable, DNS update, or standard VPN).
• Change of Mind: Requests submitted more than 7 days after activation, or after substantial usage of the service.

4. How to Submit a Refund Request

To submit a request, please provide:

1. Your Order ID (e.g. LUNA-2026...) and customer email.
2. Your streaming device and player application.
3. A brief description of the technical issue encountered.

You can submit this directly by opening a ticket in the Client Portal or emailing support@lunaentertainment.online.

5. Processing Times

Approved refunds are processed back to your original payment method within 3 to 5 business days. You will receive email confirmation once your refund has been issued.