Effective date: October 16, 2026
1. Scope
This Policy applies to GenStream and to our other online software (SaaS) apps and services that link to this page on their sign-up, sign-in or payment screens (together, the “Services”).
Read this Policy together with our Terms of Service and Privacy Policy. Where they differ on free trials, payments or refunds, this Policy prevails.
2. Agreement when you sign up
By creating an account, ticking the consent box on a sign-up screen, or paying for any plan, you confirm that you have read, understood and agree to this Policy. If you do not agree, please do not sign up for or buy the Services.
- You must be at least 13 years old to create an account. If you are under 18, you need a parent's or guardian's consent before making a payment.
- Your sign-up details must be accurate. You are responsible for keeping your password and one-time codes secure.
- Each account is for one person. You are responsible for all activity in your account.
3. Try before you buy
Cloud service quality depends heavily on your device and internet connection. Before you pay, we recommend that you:
- Use the free trial: use the free plan or free trial time (when offered) to check your games, device, controller and picture quality. The trial length and conditions are shown in the app and on the pricing page.
- Test your network speed: use the network test in the app (if available) or a speed test website to check bandwidth, latency (ping) and stability to the server nearest you. Use 5 GHz Wi-Fi or a cable, and limit other devices using the network at the same time.
- Check games and devices: make sure the games you want are in the game library and your device is supported.
- Ask before you buy: contact support if you are unsure which plan suits you.
By paying, you confirm that you have had the opportunity to try, test and accept the quality of the Services on your own device and connection.
4. Plans, prices and payment
- Plan names, prices, duration, playtime and benefits are shown in the app or on the website at the time of payment. Prices may vary by country, currency and payment channel.
- Payments are processed by payment partners (card gateways, bank transfer, e-wallets or app stores). We do not store your full card details.
- Plans, playtime or credits are activated once the payment has been confirmed.
- For auto-renewing plans, you can turn off renewal at any time before the next renewal date. Turning off renewal only stops future charges; your current plan stays active until the end of the paid period.
- Unused playtime, credits or benefits have no cash value, cannot be moved to another account and may expire under the plan's conditions.
5. No-refund policy
All payments for the Services are final and non-refundable, including when:
- You change your mind, no longer need the Services, or do not use all of the time, playtime or credits you bought.
- Your experience falls short of expectations because of your device, internet connection, network provider or distance from the server.
- A third-party game, platform or service changes, is suspended or stops being supported.
- You turn off renewal, downgrade or delete your account in the middle of a billing period.
- Your account is suspended or terminated for breaching the Terms of Service or this Policy.
That is why we ask you to use the free trial and test your network as described in section 3 before buying a paid plan. Exceptions:
- Payment errors: if you were charged more than once for the same transaction, or charged without your plan being activated and we cannot activate it, the extra amount will be refunded to the original payment method after reconciliation.
- App store purchases: purchases made through Google Play, the App Store or another store follow that store's refund policy. Refund requests must be sent to the store directly.
- Where the law requires: this Policy does not limit any consumer rights that cannot be excluded under applicable law.
6. Service interruptions
We work to keep the Services stable but do not guarantee that they will always be available or error-free. Maintenance, hardware faults, network problems or third-party services may cause interruptions.
If the Services are unavailable for an extended period because of a fault on our side, we will add the corresponding time or playtime to your account instead of a refund. The amount is based on our system logs.
7. Acceptable use
You agree not to:
- Use the Services for illegal or fraudulent activity, or to infringe other people's rights.
- Attack, scan, reverse engineer or bypass the security measures and limits of our systems.
- Mine cryptocurrency, run workloads unrelated to the purpose of your plan, or use resources excessively in a way that affects other users.
- Share, resell or sublet your account without our written permission.
- Distribute malware, pirated content or content prohibited by law.
8. Third-party content and accounts
Third-party games, software and accounts (such as Steam, Epic Games Store, EA App, Ubisoft Connect and GOG) belong to their owners. You are responsible for following their terms and keeping your accounts secure. We are not responsible when a third party changes, locks or stops providing its content.
9. Suspension and termination
We may suspend or terminate accounts that breach this Policy, the Terms of Service or the law, show signs of payment fraud, or threaten the stability of our systems. In these cases, payments are not refunded.
You can stop using the Services and request account deletion at any time. Any remaining time, playtime and credits are lost when the account is deleted.
10. Limitation of liability
To the extent permitted by law, we are not liable for indirect, incidental or consequential damages (such as lost game data or lost opportunities) arising from your use of the Services. Our total liability to you will not exceed the amount you paid for the Services in the 30 days before the event.
11. Changes to this Policy and prices
We may update this Policy, prices and plan contents. Significant changes will be announced in the app, by email or on this page before they take effect. Price changes do not affect a period you have already paid for. Continuing to use the Services after the effective date means you accept the updated terms.
12. Contact and complaints
Send questions, support requests or payment complaints to support@genstream.io, including your account email, transaction ID and a description of the problem. We usually reply within 3 business days.
GenStream Technology LLC
