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 Kristian Jones, trading as BenchStream, a sole trader established in England.

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 purchasing is enabled on Android through Google Play. App Store download coming soon; iOS billing exists in draft source, not a public release. The planned iOS launch includes Free and paid monthly or annual Pro, with no public trial. The Apple support routes below are advance guidance, not evidence that App Store Pro can be bought today. Google Play operational steps and our directly issued goodwill refunds below describe Android only; they are not verification of an Apple refund or entitlement flow. Production configuration, real purchases, and Apple-specific contractual coverage remain release gates pending professional legal review, without limiting statutory rights.

What you are buying. Pro unlocks features that are already built into the copy of BenchStream on your phone: 720p to 4K streaming, the scoreboard overlay, custom thumbnails and club branding, sponsor break scenes, and watermark removal. Paying for Pro flips an entitlement that the installed app reads; the features then run on your device. It does not give you an account with us, and it does not give you hosted streaming, hosted storage, video processing, or anything else running on a BenchStream server. Your video goes straight from your phone to YouTube or to a destination you configure yourself. That matters here, because it means Pro is best understood as digital content rather than a service, and UK cancellation law treats those two differently.

Where to start

Two different things get called "cancelling", and they go to different places. Getting this the wrong way round is the single most common reason a request stalls, so it is worth thirty seconds.

• Stopping your next renewal is an ordinary account action, and only the store can do it. On Android, open Google Play → your profile → Payments and subscriptions → Subscriptions → BenchStream → Cancel subscription. For future Apple-billed purchases, use the Apple guidance below. The following paid-through behavior describes Android only. We cannot cancel a store subscription on your behalf, and asking us does not stop the charge. This stops future renewals only. Pro stays on until the end of the period you have already paid for, and no money comes back. It is not a refund and it is not the statutory right below.
• Exercising a statutory right is a legal step, not an account setting, and you can take it with us directly. That covers the 14-day right to cancel a distance contract, and any claim that Pro was faulty, not as described, or not of satisfactory quality. Write to support@bench-stream.com. You are also free to raise it with Google Play, and Google's flow is often faster for a straightforward refund, but you never have to go there first and we will not send you back there.

On Google Play, Google is the seller on record for purchases made in the United Kingdom, while we remain the supplier of BenchStream. If you send a statutory cancellation to us and it turns out it needed to reach Google, we will pass it on and treat it as made on the day you sent it to us. We will not refuse a cancellation because it arrived at the wrong one of us. If you send it to Google and Google tells you to come to us, come to us and say so.

If you bought in the United Kingdom, Google publishes self-service routes of its own, and for getting money back they are usually the fastest. To ask for a refund, open Google Play → your profile → Payments and subscriptions → Budget and order history, find the order and choose Report a problem; Google says a decision usually takes one to four days. Google also publishes a withdrawal form for UK and EEA buyers, and sets out how it handles refund requests here. Using any of them is your choice, not a condition: you never have to go there first, and if you would rather deal with us, write to us and we will deal with it.

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. Anything else, including anything in Part 1 below, you can bring straight to us.

BenchStream is a small independent operation, so we only promise what we can actually deliver. We aim to reply within three business days, which is also what Google expects of Play developers, and we work through requests in the order they arrive. If you want money back faster than that, Google's own refund route above is usually quicker, and using it costs you nothing with us.

Part 1. Refunds you are entitled to

These apply regardless of anything else on this page. We are the supplier of the BenchStream app and of the Pro functionality it unlocks, 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 what we supplied is faulty or is not as we described it. That covers a stream that fails because of a defect in our app, a Pro feature that does not unlock or does not function on your device, or output that does not 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. We will read it and reply within three business days. If the fault was ours, we refund the period it affected and you do not have to wait for a fix to get that refund. We will always tell you honestly what the report shows, including when it points to something outside the app that we cannot put right. We do not promise a fix by any particular date. 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, digital content supplied to you must be of satisfactory quality, fit for any particular purpose you made known to us, and as described. Where it is not, you may be entitled to a repair or replacement and, where that is impossible or does not put it right, to a price reduction which can be up to the whole price. Separately, and for an entirely different reason, you have a 14-day right to cancel a distance contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That right does not depend on anything being wrong and does not require you to give a reason. Because Pro is digital content rather than a service, the rule that a consumer pays a proportionate amount for what was performed before cancelling does not apply to it. The next section sets out what does.

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.

The 14-day right to cancel (United Kingdom)

This section is about the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which apply to consumers who buy at a distance. It quotes the Regulations so you can check us against them. It is not legal advice, and the classification of Pro under these Regulations remains subject to professional legal review. Where we are unsure we say so on this page rather than resolve it in our own favour.

Fourteen days, no reason required. For digital content that is not supplied on a physical medium, regulation 30(2) ends the cancellation period "at the end of 14 days after the day on which the contract is entered into". The model wording Parliament published in Schedule 3 to the same Regulations puts the right itself plainly: "You have the right to cancel this contract within 14 days without giving any reason." We will never make a reason a condition of a statutory cancellation, and we will never ask you to justify one before we act on it.

How to cancel, and the form you do not have to use. Regulation 32(3) says you may either "use a form following the model cancellation form in part B of Schedule 3" or "make any other clear statement setting out the decision to cancel the contract". The form is optional. An email that says you are cancelling is a clear statement and is enough. Under regulation 32(5) what counts is the date you send it, not the date we open it, so a message sent on day fourteen is in time. Send it to support@bench-stream.com, or by post to the address in our Terms of Service. The model form is set out below for anyone who prefers one.

Why supply during the 14 days matters. Pro is digital content, and it is supplied to you the moment the entitlement unlocks in the app. Regulation 37(1) is strict about that: a trader "must not begin supply of the digital content before the end of the cancellation period provided for in regulation 30(1), unless (a) the consumer has given express consent, and (b) the consumer has acknowledged that the right to cancel the contract under regulation 29(1) will be lost." Regulation 37(2) then removes the right to cancel where supply began after both of those were given. Two things, not one: consent to immediate supply, and acknowledgement that cancelling will no longer be possible.

And what follows if they were not obtained. Regulation 37(4) says the consumer "bears no cost for supply of the digital content, in full or in part, in the cancellation period" if the consumer "has not given prior express consent to the beginning of the performance of the digital content before the end of the 14-day period referred to in regulation 30", or "gave that consent but did not acknowledge when giving it that the right to cancel would be lost", or "the trader failed to provide confirmation required by regulation 12(5) or 16(3)". Regulation 16(3) is the confirmation limb: where that consent and acknowledgement were given, the durable-medium confirmation of the contract "must include confirmation of the consent and acknowledgement". No cost means no cost. Not a reduced charge, and not a charge for the days you had Pro.

We will not charge you as though this were a service. The proportionate-payment idea that people remember from cancelling gym memberships and broadband comes from the service rules, and Schedule 3 introduces it with the words "In the case of a service contract": "If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated us your cancellation from this contract, in comparison with the full coverage of the contract." Regulation 37 contains no equivalent for digital content. So where you cancel in time and the regulation 37(1) consent and acknowledgement, or the regulation 16(3) confirmation, were not obtained, we will not deduct anything for the period you held Pro. You get the payment back.

What this website is not. You do not buy Pro here. This site is not the checkout, it takes no payment, and it forms no contract of sale. A web page we can edit at any moment is also not a durable medium, so nothing here is the confirmation regulation 16(3) requires and nothing here collects the regulation 37(1) consent. We are therefore not going to tell you on this page that the consent and acknowledgement were obtained when you bought, or that a durable confirmation of them reached you. That depends on what the store actually displayed and actually sent you.

So do this instead of guessing. If you want to cancel within 14 days, say so in writing inside the 14 days and let us establish the rest. If the consent, the acknowledgement and the durable confirmation were all in place, we will say so and explain what we relied on in reaching that view, and regulation 37(2) may mean the right to cancel has gone. If any one of them was missing, regulation 37(4) applies and you bear no cost for the Pro you had. Either way you are better off having sent the message than not.

Getting the money back. Regulation 34 requires reimbursement "without undue delay" and, for a contract of this kind, no later than "the end of 14 days after the day on which the trader is informed of the consumer's decision to withdraw". It must be made "using the same means of payment as the consumer used for the initial transaction, unless the consumer has expressly agreed otherwise", and the trader "must not impose any fee on the consumer in respect of the reimbursement". In practice that means the money goes back to the card or payment method Google Play holds for you, and we never add a fee.

Model cancellation form

This follows Part B of Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not have to use it. Regulation 32(3)(b) lets you cancel with any other clear statement setting out your decision, and an email is a clear statement. It is reproduced here because the Regulations publish it and some people would rather fill in a form than compose a letter. Copy it into an email or print it.

Complete and return this form only if you wish to withdraw from the contract.

To Kristian Jones, trading as BenchStream, Unit 168641, PO Box 7169, Poole, BH15 9EL, United Kingdom, support@bench-stream.com:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

The statutory form is written around goods and services, so where it says "for the supply of the following service" simply write BenchStream Pro. Nothing turns on the wording. Using the wrong description, or not using this form at all, does not invalidate your cancellation. Notice that the form has no field asking why, because the right does not depend on a reason. If you happen to have your Google Play order ID to hand, adding it helps us find the purchase faster, but it is not a condition of cancelling.

Part 2. Our Google Play 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 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, and the Pricing page compares them. If switching does not put it right, tell us.
• 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, read the 14-day right to cancel above first, because changing your mind is exactly what that right is for and it may still be open to you.
• 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.

On Google Play, where we give a goodwill refund we will end the subscription at the same time, because we are returning what you paid for that period. We do not offer complimentary or extended access as an alternative. BenchStream holds no account for you, the entitlement lives with your Google Play purchase, and anything we granted by hand would not survive a reinstall or follow you to a new phone. We would rather not promise something we cannot reliably deliver, so a goodwill remedy from us is a refund. If you want to keep using BenchStream, resubscribe in Google Play whenever suits you; Free stays available in the meantime.

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 support@bench-stream.com, from the email address of the store account you bought with, and include:

• Your platform and purchase reference, if available. For Google Play only, the order ID looks like GPA.0000-0000-0000-00000. Apple receipts do not use a Google Play GPA identifier; for a future Apple purchase, use Apple's receipt or purchase details, with unrelated personal information redacted. A purchase reference helps us investigate but is not a condition of sending a statutory cancellation.
• The date of the charge, and which plan.
• Optional: one line on what went wrong. Include this only if you are reporting a fault or asking for a goodwill refund under Part 2, where it genuinely helps us investigate; the date of the match and what you saw helps us a great deal. Leave it out if you are exercising the 14-day right to cancel. That right does not depend on a reason, we will not ask you for one, and a blank here will never delay it.

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.

On Android, where a refund also ends your Pro access, the app applies it at its next successful entitlement check, which happens when BenchStream starts or returns to the setup screen. If BenchStream still shows Pro immediately afterwards, close it fully and reopen it. That is normal and does not mean the refund failed.

Cancelling your renewal is not the same as a refund, and neither is the same as the statutory right to cancel. Cancelling in Google Play stops the next charge and you keep Pro until the end of the period you have already paid for; no money comes back. A refund returns money you have already paid. The 14-day right to cancel is a separate statutory right that does not depend on anything being wrong. See how to cancel a renewal for the first, and the 14-day section above for the third.

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.