Reviewed November 2025

Refund & Cancellation Policy

We’re committed to fair, transparent billing. This policy explains when you’re eligible for refunds, how cancellations work, and your protections under Australian Consumer Law.

View Key Scenarios Contact Billing

24-hour free trial to test compatibility
No lock-in contracts—cancel any time
Refunds aligned with ACCC guidance

When refunds apply

We offer refunds or account credits when the service doesn’t perform as advertised and we cannot remedy the issue within a reasonable timeframe. The summary below outlines typical outcomes.

Technical faults: If our platform experiences a major outage exceeding 24 consecutive hours, you qualify for a pro-rata credit or refund.
Failed activation: If we cannot activate your subscription within 48 hours due to configuration errors on our side, we’ll refund your payment.
Duplicate billing: Accidental duplicate charges are refunded in full immediately after verification.

Quick answers

Change of mind: Cancellations are effective at the end of the current billing period. We do not offer refunds for change-of-mind requests after access has begun.
No-stream access: We verify your setup and provide troubleshooting. If issues persist and are confirmed to be on our side, you’ll be refunded.
Consumer guarantees: Your rights under Australian Consumer Law remain in place. If the service fails to operate, you’re entitled to remedies.
Contact support: Email lunastreamsau@gmail.com with your order number and a description of the issue within 14 days.

How to request a refund

We make the refund and cancellation process simple:

Step 1: Log into your dashboard and submit a cancellation ticket or email lunastreamsau@gmail.com.
Step 2: Provide screenshots, device type, and speed test results if you’re reporting a fault.
Step 3: Our billing team reviews the request within two business days and confirms the decision via email.

Need a copy of your invoices or tax receipts? Contact lunastreamsau@gmail.com.

Refund timeframes

Approved refunds are processed within:

1–2 business days for PayPal transactions
3–5 business days for Stripe/card payments
Up to 10 business days if your bank applies additional holds

We’ll send you a confirmation email with reference details once initiated.

Typical scenarios

Eligible for refund/credit

Service outage caused by Luna Streams infrastructure
Incorrect plan billed compared to your order
Support ticket unresolved within agreed timelines
Payment taken after cancellation request acknowledged

Not eligible

ISP throttling or network issues outside our control
Unsupported devices or third-party app incompatibility
Account bans due to Terms of Service violations
Change of mind after successful activation

If you disagree with an outcome, escalate to lunastreamsau@gmail.com. Unresolved disputes can be referred to NSW Fair Trading or the Telecommunications Industry Ombudsman.

1. Free trials

Free trials provide 24 hours of access to check device compatibility. No charges apply unless you upgrade manually. Abuse (multiple trial requests) may lead to denial of service.

2. Subscription renewals

Plans renew automatically. Cancel before renewal to avoid future charges. We do not backdate refunds for unused time once a cycle has commenced.

3. Device support

We publish compatible device lists and setup guides. If your device is unsupported or fails to meet streaming requirements, refunds are not granted.

4. Promotional offers

Discount codes or seasonal offers are honoured for the advertised period. Refund amounts are based on the price actually paid, not standard pricing.

5. Chargebacks

Initiating a chargeback without contacting us first may result in account suspension while the bank investigates. We supply evidence of activation and support interactions.

6. Consumer guarantees

Nothing in this policy limits your rights under Australian Consumer Law. If the service fails to meet acceptable quality, you may request a repair, replacement, or refund.

7. Contact information

Billing Support, Luna Streams Pty Ltd, PO Box 1142, Sydney NSW 2000. Email: lunastreamsau@gmail.com. Phone: +1 502 705 5693.

8. Policy updates

Any changes to this policy will be updated on this page with a new revision date. Significant updates are emailed to current subscribers.