Refund Policy

1Our Commitment

Xtream-Masters is a software development company. We build and license professional-grade IPTV/OTT, DRM-testing, CAS, and playback software for licensed operators and integrators. Because we believe in the quality of our work, we back every eligible purchase with a short money-back window so that new customers can verify the software suits their operational needs before fully committing.

23-Day Money-Back Window

Refund requests are accepted if received within 72 hours (3 calendar days) from the original purchase timestamp recorded by our payment processor. Requests received after this window cannot be accommodated, regardless of reason, because the license is already deemed consumed and is considered delivered and accepted in full.

3Eligibility Conditions

To qualify for a refund all of the following conditions must be met:

4Non-Refundable Items & Exclusions

• Custom development, installation, migration, or configuration services once work has started.
• One-stream-panel database migrations once data has been received or the migration pipeline has begun.
• Activated license keys where the license has already been bound to a domain or server and successfully used to process streams or activate advanced features.
• Monthly recurring subscriptions after the current billing period has started. You may cancel future renewals at any time; partial-month refunds are not issued.
• Dongles, player-app white-labels, branded builds, or compiled binaries that have already been delivered with your branding.
• Trial licenses, test licenses, and free products — no refund is applicable because no payment was made.
• Purchases where the customer has breached the Terms & Conditions, attempted chargeback fraud, shared the license key, or used the software for clearly illegal activity (e.g. piracy, circumventing third-party DRM they do not own).
• Purchases where the customer simply changed their mind after the software has demonstrably functioned as described.
• Purchases made with cryptocurrencies — refunds for crypto transactions are discretionary and, where approved, are returned at the same EUR value as the original purchase, in the cryptocurrency originally used, minus any network or conversion fees.

5How to Request a Refund

6Processing Time

Once a refund is approved, we initiate the transaction on our side within 2 – 5 business days. Depending on your payment processor and bank, the funds may take an additional 3 – 15 business days to appear in your account. Cryptocurrency refunds are sent once on-chain confirmations allow.

7Recurring Subscriptions

Monthly subscription plans (for example the OTT Panel and the DRM Panel) auto-renew at the end of each billing cycle. You may cancel future renewals at any time from your client area or by contacting support. Cancellation stops the next renewal but does not refund the current, already-paid billing period. The 3-day money-back window applies only to the first-ever subscription payment; subsequent renewals are not eligible for the money-back window, since by that point the service is considered accepted and in active use.

8Chargebacks & Payment Disputes

Please always contact us first — most issues are resolved within a day. Opening an unjustified chargeback or payment dispute before giving us a fair opportunity to help is considered a breach of our Terms, results in the immediate and permanent revocation of all licenses associated with the account, and forfeits any eligibility for a future refund. We will also provide the payment processor with full evidence of the transaction, license activation, and communication history.

9Statutory Rights

Nothing in this Refund Policy limits or excludes any non-waivable consumer right you may have under the mandatory law of your country of residence. If such law grants you broader rights than this policy, those statutory rights will prevail to the extent required.

10Policy Changes

We reserve the right to update this Refund Policy at any time by posting a revised version on this page with a new "Last updated" date. The version in force at the moment of your purchase is the one that applies to that purchase.