Refund Policy

This policy explains when we refund a BenchStream Pro subscription and how to ask for one. It forms part of our Terms of Service and is operated by K.Jones t/a BenchStream.

It has two parts, and they do different jobs. Part 1 sets out refunds you are entitled to. Those are yours as of right, there is no limit on how often you can claim them, and nothing in Part 2 reduces them. Part 2 is our goodwill policy: refunds we choose to give beyond what you are entitled to, on terms we set.

Pro is currently sold through Google Play. When BenchStream launches on iOS we will update this page to cover App Store purchases before selling any.

Where to start

If you bought in the United States, Canada or Australia and it has been less than about 48 hours, Google Play's own refund flow is usually the quickest route, and we are not involved.

Otherwise, and always in the United Kingdom, come straight to us at [email protected]. Google applies a different policy to UK buyers based on your statutory rights, and for anything you are entitled to under Part 1 we would rather deal with it ourselves than send you round the houses.

We aim to reply within three business days, and Google's rules for Play developers require us to. If we are ever away longer than that, an auto-reply will say so and your request will be handled in the order it arrived.

Part 1. Refunds you are entitled to

These apply regardless of anything else on this page. We are the supplier of the BenchStream service, so they apply to us even though a store processed the payment. There is no once-per-customer limit on anything in this part.

Money we took that we should not have. A charge after you had already cancelled, a charge you did not authorise, a duplicate charge, and a charge for a period we did not or could not serve (for example if we withdraw the app or discontinue Pro mid-term) are refunded in full, as of right, in every country we sell in. These are not goodwill and no goodwill limit applies to them. For an unauthorised charge the store's own process is often faster and we may point you there, but we will not refuse you.

If BenchStream doesn't work as it should. In every country we sell in you are entitled to a remedy if the service is faulty, not as we described it, or not carried out with reasonable care and skill. That covers a stream that fails because of a defect in our app, a paid feature that doesn't function, or output that doesn't match what we said you would get.

BenchStream streams straight from your phone to YouTube, so whether a failure was a defect in our app or a problem with the connection at the ground usually shows in the app's own diagnostics. Send us the report from About → Send feedback after the stream that failed and we will go through it with you. Where the fault is ours we will fix it, and where a fix doesn't make you whole for a period you have paid for, we refund that period. Where the failure is a major one, or where the law gives you a refund directly, you get the refund without a repair step first.

United Kingdom. Under the Consumer Rights Act 2015 you are entitled to services carried out with reasonable care and skill, and to digital content and services that are as described and of satisfactory quality. Where they are not, you may be entitled to have the service performed again or to a price reduction, which can be a full refund. You also have a 14-day right to cancel a distance contract under the Consumer Contracts Regulations 2013; where you asked us to begin straight away, you may be charged for what was supplied before you cancelled.

Australia. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you may cancel and obtain a refund for the unused portion, or keep the service and seek compensation for its reduced value, and you may claim compensation for any other reasonably foreseeable loss or damage. Where a failure is not major, you are entitled to have it fixed within a reasonable time; if we do not fix it, you may cancel and obtain a refund for the unused portion. Repeated smaller failures can together amount to a major failure, so if this is your second or third report, say so and we will treat it that way rather than as a repeat request.

Canada. Consumer protection law in your province may give you rights to cancel or to a refund, including where required pre-contract information was not given to you. Those rights apply in addition to this policy. In Quebec, the cancellation and refund conditions in this policy form part of your contract with us.

United States. Federal and state consumer protection law applies to how we describe, sell and renew Pro, including our obligation to disclose renewal terms clearly before you buy and to let you stop recurring charges easily. Where a subscription was mis-sold, or the service did not do what we advertised, you may have a claim regardless of the goodwill limits in Part 2.

European Economic Area. We do not currently sell Pro in the EEA. We will set out EEA withdrawal and conformity rights on this page before we do.

If you think something here applies to you, say so when you write and we will deal with it on that basis. We will never tell you a statutory right does not exist in order to apply a limit from Part 2.

Part 2. Our goodwill policy

Beyond Part 1, we refund some things because it is the fair thing to do rather than because we have to. These are the terms we apply, and they never reduce Part 1.

We will normally refund these once. If you have already had a goodwill refund from us, we may decline a second and will explain why.

• A free trial that converted when you meant to cancel, if you tell us within 14 days of the charge. The free tier and the store's own cancellation controls are there so this does not need to happen twice.
• A purchase made on the wrong store account. If you have already bought again on the right account, send both order IDs and we refund the first. If you haven't, send the one order ID and tell us which account you meant to use.
• You bought the wrong plan. You can usually switch between monthly and annual in the app without a refund, so ask us first and we will tell you which is better for you.
• Streaming didn't work well at your ground because of the mobile signal there rather than a fault in our app. If it was a fault in our app, that is Part 1.
• The season ended or you no longer need Pro, and a renewal has just been taken.

We may decline these.

• No refunds will be given if you have simply changed your mind, once any cancellation period that applies to you has passed. In the United Kingdom, check the 14-day right in Part 1 first, because it may still apply.
• A feature not doing something we never said it did. If we described it and it doesn't do that, that is Part 1, so tell us.
• Repeated goodwill requests where the subscription has continued to be used and no fault is being reported. Repeated faults are the opposite case and are covered by Part 1.

Where we give a goodwill refund we will usually end the subscription at the same time, because we are returning what you paid for that period. If you would rather keep using BenchStream we can sometimes add free time to your subscription instead. To do that we need to find your subscription in our billing system, so we will ask you to send one message from About → Send feedback in the app. Extra free time is always your choice and is never offered in place of a refund you are entitled to under Part 1.

Before you buy. BenchStream Free includes unlimited 480p streaming with no time limit, so you can confirm the app works with your phone, your connection and your YouTube account before paying anything. We would much rather you did that than paid and were disappointed.

How to ask

Email [email protected], from the email address of the store account you bought with, and include:

• Your order ID. It looks like GPA.0000-0000-0000-00000 and is on the receipt the store emailed you.
• The date of the charge, and which plan.
• One line on what went wrong. If it's a fault, the date of the match and what you saw helps us a great deal.

We ask you to write from the buying account because BenchStream holds no account for you and cannot identify a purchase from your name or from the app itself. An order ID lets us find a purchase, but on its own it does not tell us the request came from the person who paid. If you can't write from that address, forward us the store's original purchase confirmation and we will work it out with you.

After a refund

The store returns the money using your original payment method, on its own timescale.

Where you are entitled to part of a payment back, we may return the whole payment for that order instead. We round in your favour, never ours.

Where a refund also ends your Pro access, the app can take a few minutes to notice. If BenchStream still shows Pro immediately afterwards, close it fully and reopen it a few minutes later. That is normal and does not mean the refund failed.

Cancelling is not the same as a refund. Cancelling stops the next renewal and you keep Pro until the end of the period you have already paid for. See how to cancel.

Changes to this policy

If we change this policy we will update the date at the top, and where a change materially affects subscribers we will give notice as set out in our Terms of Service.

The version in force at the start of the billing period in question is the one that applies to charges in that period. If we tighten this policy, the change applies only from your next renewal onwards.