Refund Policy

Version 1.1 · Last updated: 2026-10-04

This policy explains when and how fees paid for NONSTOPVOD are refunded. It is part of, and must be read together with, Section 10 of our Terms of Service. Nothing here limits rights you have under mandatory law.

1. How you are billed

• Paid plans are billed monthly in advance through Stripe, in euros. A plan renews every month until you cancel.
• Cancelling takes effect at the end of the period you have already paid for. You keep the Service until then, and we do not refund the rest of a period you chose not to use, except as described in Sections 2 and 5.
• Add-ons (additional storage, white label, the chat bot, a custom domain and Browser Sources) are part of the same subscription and are billed through the same Stripe subscription. Section 3 explains how adding and removing them is billed.

2. Right of withdrawal (consumers, 14 days)

If you are a consumer, you may withdraw from each purchase within 14 days of making it, without giving a reason. Every purchase has its own 14 days, counted from its own date: the first subscription to a plan, and each purchase of an add-on (additional storage, white label, the chat bot for a channel, a custom domain, Browser Sources for a channel).

• If you asked us to start right away. If, when you bought, you asked us to start providing the Service during the withdrawal period and you then withdraw, we refund what you paid minus an amount proportionate to what we have already provided, calculated from the days of the paid period that have passed up to your withdrawal.
• If you did not ask us to start right away, and for purchases made before we recorded that request, we refund the full amount.
• Starting the Service does not by itself end your right of withdrawal. A withdrawal ends the purchase concerned at once.
• Withdrawing from your plan also refunds any add-on you bought that is still within its own 14 days, each by the same rule.
• Removing an add-on (Section 3) does not affect your right to withdraw from its purchase. If you withdraw from a purchase whose removal is still pending, the withdrawal replaces the removal and you are refunded under this section.
• A monthly renewal is not a new purchase and starts no new withdrawal period.

The quickest way to withdraw is online at nonstopvod.com/cancel, with or without signing in: choose the purchase and confirm, and we email you an acknowledgement with the date and time we received it. The statutory notice and model form are on our Right of Withdrawal page.

You can also tell us clearly that you withdraw and which purchase it concerns, for example by email to hello@nonstopvod.com (the address in our Legal Notice) or through a support ticket from your dashboard. No particular form is required. It is enough to send your statement before the 14 days have passed.

3. Add-ons

• Adding an add-on (additional storage, white label, the chat bot, a custom domain, Browser Sources) in the middle of a billing period charges you, at confirmation, only the part of the period that remains (prorated), and the full monthly price from the next period on. You see the exact amount, with tax where applicable, before you confirm.
• Removing an add-on takes effect at the end of the billing period you have already paid for. The add-on keeps working until then, and from the next renewal it is no longer billed. There is no refund and no credit for the current period. Until the period ends you can undo the removal in your dashboard.
• Reducing storage works the same way: your capacity stays until the end of the current period, the lower price applies from the next renewal, and there is no refund and no credit for the current period. You can undo the reduction until then. If your subscription is already set to end, a reduction takes effect at once instead, also without refund or credit. The reduction takes effect even if you store more than the new capacity at that date, and we tell you by email. The reduction itself deletes nothing you have stored, and streaming and playback are not affected. While you store more than your capacity, new downloads wait (“Waiting for storage”) and uploads are refused until you free space or book more storage. The one exception is automatic truncation, and only on a channel where you have switched it on: when a new download on that channel is refused for lack of capacity, we delete that channel's oldest recordings as far as needed for it to fit. It never deletes a pinned recording, a recording in a group, a recording that is queued or currently streaming, or an upload.
• Deleting a channel that has a paid add-on (the chat bot, a custom domain or Browser Sources) ends those add-ons with the channel at once. They are no longer billed from the next renewal, and there is no refund and no credit for the current period.
• A purchase you withdraw from within its 14 days is refunded under Section 2.

4. Free trials and the free tier

Nothing is charged during a free trial, so there is nothing to refund. A trial started with a code needs no card. If you have not added a payment method by the end of the trial, the subscription ends and nothing is charged. If you have added one, the first paid period starts when the trial ends, or earlier if you choose “Start paying now”; that first payment is a purchase like any other and Section 2 applies to it. The free tier has no fees.

5. When we fail to deliver

If the Service was unavailable for a long period for reasons on our side, you can ask us for a goodwill credit. We decide each request at our reasonable discretion, taking into account how long and how much of the Service was affected. This is in addition to your statutory rights, for example under the rules on defective digital services. Outages at Twitch are outside our control. Open a support ticket from your dashboard and tell us the dates and the channel concerned.

6. How refunds are made, and how long they take

• We refund to the payment method you used, through Stripe, using the same means of payment.
• We make the refund without undue delay and at the latest within 14 days of receiving your withdrawal.
• After we have issued it, your bank or card issuer decides when it appears on your statement, which commonly takes several business days.
• If we remove an add-on later than the end of the period you asked for, so that a renewal already charged for it again, or if we end an add-on early to correct a mistake on our side, we return the unused time of that period: as a credit set off against your next invoice, or as a refund to your payment method if no further invoice follows.

7. Business customers

The statutory right of withdrawal exists for consumers only. For customers who buy for business purposes, cancellation at the end of the period (Section 1), the add-on rules in Section 3, the goodwill requests in Section 5 and the corrections in Section 6 apply.

8. Taxes and contact

Prices are in euros. Under § 19 UStG we do not currently charge VAT. Questions about a charge: contact us at hello@nonstopvod.com or through a support ticket.