GREYRefund Policy
Last updated: 18 September 2026
This is the same document the television shows. It is generated from the app's own text, so the wording here and the wording in Settings cannot differ.
This document is available in English only. Other parts of GreyStream may be translated; these terms are not, so that the wording you agree to is the wording we publish.
1. General
GreyStream Premium products are digital software products supplied for immediate access once a purchase is completed.
A free Premium trial may be offered so that the App can be evaluated in full, on the intended device, before any payment is made. Users are encouraged to complete that evaluation before purchasing.
Refunds are not automatic. Refund requests are assessed against this Refund Policy, the applicable payment provider's policies, and the mandatory consumer protection laws that apply to the purchaser.
Nothing in this Policy removes, restricts or limits a consumer right or remedy that cannot legally be excluded or waived. Where such a right applies, it prevails over this Policy.
2. Payment Routes
For a direct Bitcoin purchase, GreyStream is the seller and the payment is processed through a unique BTCPay Server invoice. BTCPay Server is not a Merchant of Record.
Where an authorised Merchant of Record processes a purchase, that provider acts as the Merchant of Record for the transaction.
The Merchant of Record handles the transaction, payment processing and applicable billing functions in accordance with its own terms, policies and procedures.
Refund requests for such transactions may be submitted through the applicable Merchant of Record's buyer-support service. Its identity and applicable terms are shown during checkout and/or on the purchase receipt.
3. Refund Requests
A refund request should be submitted without undue delay after the relevant purchase or event giving rise to the request.
Where applicable, statutory deadlines or remedies under mandatory consumer protection law will apply.
Requests submitted after substantial use of the relevant product or service may be considered only where required by applicable law or where we determine that a refund is otherwise appropriate.
A refund request should include:
- an email address where we can reply;
- the order, BTCPay invoice or transaction number;
- the GreyStream product purchased; and
- the reason for the request, in enough detail to allow it to be assessed.
Additional information may be requested where reasonably necessary to identify the transaction or investigate a reported technical problem.
A request cannot be assessed until the relevant transaction has been identified.
4. Change of Mind and Product Dissatisfaction
Except where required by applicable law, a refund is not guaranteed solely because a purchaser:
- changes their mind after purchase;
- decides not to use GreyStream;
- is dissatisfied with features that were available for evaluation during a completed free trial;
- purchases a product without first checking its stated requirements or compatibility;
- experiences a limitation of their device, network connection or third-party service; or
- no longer requires the product after purchase.
Where a full Premium trial has been offered and completed before purchase, dissatisfaction with features or functionality that were available for evaluation during the trial will not normally qualify for a discretionary refund.
This does not affect any mandatory statutory cancellation, withdrawal, refund or other consumer right that applies to the purchase.
5. Technical Problems
If GreyStream does not materially function as described or does not conform to applicable legal requirements, you may have statutory remedies.
Depending on the circumstances and applicable law, these may include repair, replacement, price reduction or refund.
Where a request relates to a technical problem, we may first offer reasonable technical assistance and may request information reasonably necessary to reproduce or investigate the reported problem.
A refund will not normally be appropriate where the reported issue is caused by a third-party media source, network connection, device limitation, unsupported configuration or user setting rather than GreyStream itself.
This does not affect any statutory remedy that may apply.
6. Third-Party Media and Services
GreyStream may allow users to connect to or access third-party media sources and services.
The availability, quality, legality, compatibility and reliability of such sources are outside GreyStream's control.
Examples include, but are not limited to:
- streaming media services;
- playlists;
- radio stations;
- third-party media servers;
- network services;
- electronic programme guides;
- artwork or metadata services; and
- other external content or services.
A failure, interruption, removal, change or incompatibility of a third-party source does not normally constitute a defect in GreyStream and does not, by itself, create a right to a refund.
This does not affect mandatory consumer rights where applicable law determines otherwise.
7. 12-Month Premium Software Licences
A 12-Month Premium Software Licence is purchased with one payment and provides access to applicable Premium features for the purchased 12-month licence period.
The licence does not renew automatically and no future payment is charged. Expiry or non-use does not automatically result in a refund of the unused part of the licence period, unless required by applicable law or otherwise agreed.
Nothing in this section limits mandatory consumer cancellation, withdrawal, refund or other statutory rights.
8. 36-Month Premium Software Licences
A 36-Month Premium Software Licence is purchased with one payment and provides access to applicable Premium features for the purchased 36-month licence period.
The licence does not renew automatically and no future payment is charged. Expiry or non-use does not automatically result in a refund of the unused part of the licence period, unless required by applicable law or otherwise agreed.
Nothing in this section limits mandatory consumer cancellation, withdrawal, refund or other statutory rights.
9. Free Trials
Where a free Premium trial is offered, the purchaser may evaluate the applicable Premium features during the stated trial period.
The applicable trial duration will be displayed before activation.
A free trial does not create an obligation to purchase unless the applicable checkout terms expressly state otherwise.
Because a Premium trial may provide access to the full Premium feature set on the purchaser's own device before payment, users are encouraged to evaluate compatibility and functionality during the trial.
Where a full Premium trial has been completed before purchase, dissatisfaction with features or functionality that were available for evaluation during that trial will not normally qualify for a discretionary refund.
This does not affect any mandatory statutory right or remedy that applies to the purchaser.
10. Fraud, Abuse and Unauthorised Use
Refund requests may be refused or restricted where there is evidence of:
- fraudulent activity;
- payment fraud or abuse;
- repeated refund abuse;
- unauthorised licence sharing;
- resale or unauthorised transfer of a licence;
- circumvention of licence restrictions; or
- other material abuse of GreyStream or its payment systems.
Any such action remains subject to applicable law and mandatory consumer rights.
11. Duplicate or Accidental Purchases
Where a purchaser accidentally purchases the same GreyStream product more than once, they should contact support or the applicable Merchant of Record as soon as reasonably possible.
Duplicate transactions may be eligible for a refund where the circumstances can be verified and the additional licence has not been materially used.
This section does not limit any statutory rights.
12. Payment Provider Refunds
Where a purchase is processed by a Merchant of Record or other authorised payment provider, that provider may apply its own buyer-support and refund procedures.
Where those procedures provide a remedy required by applicable law, that remedy remains available to the purchaser.
GreyStream may cooperate with the payment provider in investigating transaction, licence or technical information reasonably required to process a refund request.
13. Mandatory Consumer Rights
Nothing in this Refund Policy limits statutory rights available to consumers under the laws applicable to them.
Where applicable law provides a right to cancel, withdraw, obtain a refund, obtain a repair or replacement, receive a price reduction, terminate a contract or obtain another remedy, that right remains unaffected by this Policy.
Where mandatory law provides a specific period or procedure for exercising such a right, that period or procedure applies.
14. Refund Processing
Where a refund is approved, it will normally be issued through the original payment method or by the applicable Merchant of Record.
For a direct Bitcoin purchase, an approved refund may require a fresh refund address or BTCPay refund claim from the purchaser. Unless mandatory law requires another measure, the refund is based on the USD amount approved and converted to BTC when the refund is created; changes in the BTC exchange rate do not increase or reduce that approved USD amount.
The time required for a refund to appear in the purchaser's account may depend on the payment provider, bank or card issuer and may be outside GreyStream's control.
GreyStream is not responsible for delays caused by a payment provider, bank or card issuer after a refund has been properly initiated.
15. Policy Changes
We may update this Refund Policy where GreyStream, our payment arrangements, our services or applicable legal requirements change.
The latest version will be made available through the GreyStream website.
Changes will not remove or retrospectively limit mandatory consumer rights applicable to purchases already made.
16. Contact
Support: info@gogreystream.com
Website: gogreystream.com
Operator: GreyStream
Where a purchase was processed by a Merchant of Record, its buyer-support service may also be used. Its identity is shown during checkout and/or on the purchase receipt.