Cancellation & Refund Policy

Effective date: September 15, 2026 · Published and last updated: August 24, 2026 · Version 2026-08-24 · Operator: JamStream Ltd (ג'אמסטרים בע"מ), an Israeli company, registration number (ח.פ.) 517333407, registered office Havatselet 6, Kiryat Yam, Israel · [email protected]

Why the effective date is later than the publication date. The revision of this policy was first published on August 16, 2026 to take effect on September 15, 2026 — the 30 days' advance notice that Section 16 promises before a change that materially reduces your rights takes effect, counted from that first publication. Version 2026-08-18, published August 18, 2026, revises the text again only in ways that are more favourable to you or that state what actually happens — among them the advance renewal reminders described in Section 6, which the Service now sends — so it shortens no one's notice: the September 15, 2026 effective date is unchanged, and the material changes it gives notice of have been public since August 16. Until the effective date, the version previously in force continues to apply, except that where this version is more favourable to you, JamStream applies this version from publication.

1. What JamStream sells, and what you pay with

Access to JamStream is free. There is no charge to create an account, join a room, perform, or watch — though a free session is limited to 90 minutes; the limit does not apply inside a Concert, to a guest session or to an administrator, and a paid tier removes it (Terms §8.11a, Acceptable Use Policy §13.1). The only thing JamStream sells for real money is Coins. Everything else in the Service that costs anything is paid for with Coins already in your balance — never a second charge to your card, your PayPal account or your app store account. Read this section first, because which parts of this policy apply to you depends on what you bought.

The former Access Membership — legacy subscribers only. Until 3 July 2026, access to the platform was sold as an Access Membership of US$19.99 per month, billed to a PayPal payment method. That charge no longer exists, cannot be started, and is not required for access: the Service is free to use. It is described in this policy only because the PayPal subscription and its cancellation handling still exist for anyone who subscribed before that date. If that is you: you can cancel it yourself in one step in the app (Section 2), and you should — you are paying for something that is now free. And if you were charged a membership fee for any period on or after 3 July 2026, that is a billing error under Section 3: tell us and we will cancel the subscription and refund those fees in full. You do not have to give a reason and you do not have to have cancelled first.

The four things above are independent of each other. Cancelling one does not consume, forfeit, or refund anything bought under another. Cancelling a Pro or VIP upgrade does not cancel a Fan Support subscription or a ticket you already hold, and cancelling Fan Support does not touch your Coins or your tier. Coins do not expire for as long as your account remains open (Coins & Payments §13.5).

2. Cancelling — how, and what happens

Everything recurring on JamStream can be cancelled from inside the app, in one step, at any time. For every recurring item, we commit to a cancellation mechanism at least as easy to use as the one you used to subscribe: no retention screen, no phone call, no reason required, no cancellation fee, and no minimum term. That commitment applies equally to upgrade tiers, to Fan Support subscriptions, and to the legacy Access Membership — it is not narrower for any of them.

• Pro and VIP. Turn auto-renewal off in the upgrade panel in your account settings. Your tier stays active to the end of the cycle you have already paid for and then lapses, with no further deduction. (Vanguard is a one-time purchase, not a subscription, so there is nothing to cancel.)
• Fan Support. Cancel from the artist's support panel. Auto-renewal stops at once and the subscription runs to the end of the period you have already paid for. If your account is banned, an active Fan Support subscription lapses and is not charged again — we do not keep taking Coins for a subscription you cannot use. If a renewal is nevertheless taken after you were banned, tell us at [email protected] and we will return those Coins. If it is the creator whose Fan Support offering JamStream suspends or removes for breaking the rules, your future renewals lapse at once and the unexpired part of the cycle you already paid for is re-credited to your Coin balance pro-rata by days remaining, except where your own conduct caused the removal (Terms §8.20). That re-credit is applied by hand, so if it has not reached your balance within 14 days, write to [email protected].
• The legacy Access Membership. Open the membership panel in your JamStream account settings and use Cancel membership. That single control cancels the PayPal subscription on our side; you do not need to go to PayPal. If you would rather, you can also cancel from your PayPal account's own automatic-payments settings, or write to [email protected] and we will cancel it for you.

When you cancel, you will not be charged again. Access to whatever you cancelled remains active until the end of the period you have already paid for, and then stops. Cancelling stops future renewals; except where the law says otherwise, it does not refund the period already running (Section 9). We do not lock you into a minimum term and we never require a reason.

Moving up a tier mid-cycle. If you switch to a higher-priced upgrade before your current cycle ends, the unused days are neither lost nor carried over day-for-day: their Coin value is pro-rated and credited toward the new tier at the new tier's price, on top of the full period you are buying (Terms §8.17(m); Coins & Payments §16.9). Because the higher tier costs more per day, the same unused time buys proportionally fewer days of it. The credit is shown to you before you confirm, calculated in whole days and rounded down — and the credit you actually receive is never less than the figure you were shown. This is a credit in access time, not a refund: no Coins are returned to your balance. One exception, stated here rather than left for you to discover: if you hold an annual Pro plan that has not yet expired, the Service will not let you move to VIP mid-term. Your options are to let the annual plan run to its expiry and choose VIP then, or to turn auto-renewal off now and switch when it lapses. Waiting costs you nothing and you lose nothing by it.

3. Refunds — the general rules

Most of what you buy on JamStream is digital content delivered immediately, so a completed purchase is generally final. That general rule has real exceptions, and they are set out here and in Section 9 rather than buried:

• Statutory rights. Nothing in this policy limits any non-waivable right you have under the consumer-protection law that applies to you — including in the EU/EEA, the United Kingdom, Israel, Brazil and the United States. Where the law gives you a right to a refund, a price reduction or a cancellation, we honour it, and asserting it is never a breach of the Terms.
• EU/EEA and UK cooling-off — 14 days, and we do not ask you to waive it. If you are a consumer habitually resident in the EEA or the UK, you have 14 days from the day the Coins are credited to your account to withdraw from a Coin purchase, without giving any reason. JamStream does not ask you to waive this right and does not treat it as waived. The right operates on the Coins from that purchase that are still unspent when you give notice; where part of a pack has been spent, the refund is pro-rated to the unspent part, and Coins you have already spent are consumed and cannot be restored. Tell us in any clear statement — email [email protected], use the model form in Section 17, or say it in your own words. Using the form is optional and no channel is compulsory; sending the notice before the 14 days expire is enough, and it does not have to reach us within them. You pay no fee. Full terms: Coins & Payments §5.6. For a purchase made inside an app, the store took the payment and operates that cancellation process, so the store is the route (Section 4).
• Billing errors. If you were charged in error, charged more than once for the same purchase, charged after a valid cancellation, or charged a legacy Access Membership fee for a period on or after 3 July 2026, tell us and we will refund the incorrect amount in full. No reason is required for a billing-error claim.
• Something you paid for was not delivered, or did not work. SuperChat, paid song requests, concert tickets and upgrade tiers are paid features, not voluntary recognition payments. If one is not supplied, is not as described, or does not work, you have a remedy. Section 9 says what it is and how to ask, and Section 10 covers concerts specifically.
• Goodwill. Where nothing above requires a refund, we may still grant one at our discretion, case by case — just ask. Asking for a goodwill refund does not waive, pause or prejudice any statutory right, and if we decline you remain free to pursue the statutory claim. Asking for a refund is not abuse, and asking more than once is not abuse.
• Israeli residents. Israeli residents have cancellation rights under Consumer Protection Law 5741-1981 (§§14C–14E and the Consumer Protection (Cancellation of a Transaction) Regulations, 5771-2010) — both for a distance purchase and, separately, for a continuing transaction (עסקה מתמשכת) such as a Pro or VIP subscription or Fan Support, which you may cancel at any time, with effect going forward. Because JamStream operates an online interface, the in-app cancellation control in Section 2 is your primary route and it is available to you now; you may instead give notice by email to [email protected] or [email protected], or by post to the registered office named at the top of this policy. Any cancellation fee we deduct will not exceed the lower of 5% of the transaction value or 100 NIS, and where we deduct one we will tell you the amount and how it was calculated. Israeli law gives a substantially longer cancellation window — measured in months rather than days — to consumers aged 65 or over, to persons with disabilities, and to new immigrants (עולה חדש). If you are in one of those groups, say so and we will apply the longer period; the law permits us to ask for proof of eligibility and we will ask for it only for that purpose. We will not refuse a cancellation on timing grounds without telling you which period we say applies and why.
• Brazilian consumers (CDC Art. 49). Where we serve consumers in Brazil, a consumer who buys at a distance has a 7-day right of regret under Article 49 of the Consumer Defense Code (Lei 8.078/1990), counted from the contract or from receipt, whichever is later. This right is unconditional. No reason is required, and it is not affected by the Coins having been delivered immediately. A term purporting to waive or reduce it would be null under Article 51, and we do not ask you to waive it. Write to [email protected] within 7 days. We refund the amount paid for the Coins from that purchase that are unspent when you give notice, in money, to the original payment method. For a purchase made inside an app, the store took your payment, so the store's process is the route and we will not oppose a refund it grants.

When you get it, and in what form. Where we accept a refund request, or where you exercise a statutory withdrawal or cancellation right, we make the money refund within 14 days — of accepting the request, or of receiving your withdrawal notice — to the original payment method, in the currency you were charged in, inclusive of any VAT or GST that was charged, and at no cost to you. A Coin re-credit is made to your Coin balance within the same 14 days. We will acknowledge any refund request within 14 days (Coins & Payments §14.4) and we aim to do it a good deal sooner. Two honest limits: where an app store took the payment, that store issues the refund by its own method and on its own timescale and we cannot shorten it (Section 4); and where a bank or PayPal has to post the money, the time they take is theirs, not ours.

Money or Coins — your choice, not ours. Where we refund a Coin purchase (real money you paid us), the refund is in money. Where we put right something you bought with Coins, our usual remedy is to return the Coins to your balance or re-supply the feature, which is normally the fastest outcome for you. That is an offer, not a limit. Where the law applicable to you gives you a right to a refund or a price reduction for digital content or a digital service that is faulty, not as described or not supplied — as the UK Consumer Rights Act 2015 (including section 33(3), which covers items bought with a currency you purchased with money) and Directive (EU) 2019/770 both do — you may require that remedy in money instead of in Coins, and we will pay it in money to the original payment method. Tell us which you want. Nothing in this policy requires you to take Coins in place of money the law says you are owed.

Where a refund cannot lawfully be paid to you. Where a sanctions or trading-with-enemy law applicable to JamStream or its payment providers prohibits paying money to you, the amount is not paid and not forfeited: it is dealt with under the blocked-balance rule in the Coins & Payments Terms §10.3 and Terms §22.18, and JamStream pays it if and when it lawfully can. A refund issued by Apple or Google through the store's own refund system is that store's process and is unaffected by this paragraph.

4. Where to ask — it depends on who took your money

This matters, because we cannot refund a payment we never received.

• Coins bought on the JamStream website, and the legacy Access Membership (both paid through PayPal) — email [email protected] or [email protected]. It helps us if you include the date of the charge, and it helps if you write from the address on the account — but neither is a condition. You do not have to give a reason, and we accept any clear statement that you are cancelling or withdrawing, from any address and by any channel. Where we cannot tell that the request is really yours we will verify your identity before acting, and we will not use verification to delay or defeat a request.
• Coins bought inside the iOS or Android app — the app store took the payment, so that store's own refund rules, evidence requirements and deadlines govern, and they override this policy for that transaction. Those deadlines can be short, so act promptly: on iOS use Apple's "Report a Problem" process; on Android use the order-refund process in the Play Store's order history. What JamStream itself can do differs by store, and we state it exactly rather than as a blanket impossibility: Apple does not let developers issue or reverse an App Store refund — only Apple can, and we cannot override Apple's decision or extend its deadline. Google Play does let us refund a Play order, and where this policy or your statutory rights entitle you to a refund of a Play purchase, we will issue it ourselves through Play's developer tools. And whoever took the payment, where money is owed to you under this policy or under mandatory law, JamStream can and will pay you directly, in money. What else we can do, and commit to: we will not oppose a refund a store decides to grant; where a store sends us a refund or revocation notification we act on it and adjust your Coin balance accordingly (Section 11); if a store refund is not reflected in your account, tell us at [email protected] and we will apply it by hand; and if a store will not engage with you at all, tell us and we will help where we can. If a store later reverses its own refund and charges you again, write to [email protected] and we will restore the Coins. That restoration is done by hand, not automatically, and we aim to complete it within 14 days of confirming the reversal.
• Upgrade tiers, Fan Support and concert tickets — these are bought with Coins already in your balance, so no money changed hands at that moment and there is nothing for Apple, Google or PayPal to reverse. JamStream handles these directly: cancel renewals in the app (Section 2), and for anything else write to [email protected].

5. When a renewal cannot be paid

Pro and VIP renewals, paid in Coins. A tier renewal is not a money payment and cannot "fail" for a payment reason — it simply deducts the renewal Coin price from your balance. If your Coin balance is lower than the renewal price on the renewal date, the renewal does not happen: no partial deduction is taken, no debt is created, and nothing is charged to a card, PayPal or app store account. Your tier lapses to free at the end of the period you already paid for. You can top up and buy the tier again at any time, and nothing is collected retroactively for the lapsed period. Where your balance is short ahead of a renewal, the Service sends you an in-app warning so you can top up or cancel first.

Fan Support renewals behave differently, and the difference matters. If your Coin balance is short on a Fan Support renewal date, the subscription is not cancelled. It enters a 2-day grace period during which it stays active and the renewal is retried; if your balance covers the price at any point during those 2 days, it will be charged. After the grace period ends, the subscription lapses. No debt is created and no money is charged either way. If you do not want it to renew, cancel it (Section 2) rather than relying on an empty balance to stop it.

The legacy Access Membership. If a scheduled membership payment fails, PayPal may automatically retry it, depending on your payment method and PayPal's own rules — that is PayPal's behaviour, not ours, and we do not control it. If the payment still cannot be collected, the subscription may be cancelled by PayPal or simply lapse. Your access to JamStream is unaffected either way, because access does not depend on the membership. We do not collect arrears: JamStream does not bill you later for a membership period that has passed, and does not take a payment from a payment method you add afterwards.

6. Price changes

Coin pack prices, and the Coin price of the Pro, VIP, Vanguard and Fan Support tiers, can change. Any change is prospective only. We will never change the price of a period you have already paid for, and a change applies only to renewals falling due after it takes effect.

Notice before an increase. Where we increase the Coin price of a recurring upgrade, we give at least 30 days' prior notice in the Service and, where we have an email address for you, by email, before the increase takes effect, and you may turn auto-renewal off at any time before that date (Coins & Payments §16.8). The current Coin pack prices are published in the Coins & Payments policy; the Coin price of a tier and its renewal interval are shown on the confirmation screen before you buy.

What you are told at renewal, stated exactly. A renewal deducts the then-current Coin price. So that you can see what is coming: the renewal date and a one-tap cancel control stay visible in the upgrade panel for as long as the subscription is active; you get an in-app warning in advance whenever your balance is short of the upcoming renewal; and immediately after each renewal you get a confirmation naming the upgrade that renewed and when the next one falls due, with the exact number of Coins drawn recorded in your in-account transaction history at the moment of the deduction. You also get an advance fixed-interval reminder before every renewal, once per billing cycle: between 15 and 45 days before an annual (365-day) renewal, and between 3 and 7 days before every 30-day renewal (the monthly Pro and VIP cycles and each Fan Support subscription — the Fan Support reminder goes to the paying fan). It is an in-app notification, delivered as a push notification to any device on which you have allowed notifications — not an email or SMS — and it names what is renewing, the renewal date, the Coin price that will be drawn, and the cancel control. Stated honestly: if you have uninstalled the app, disallowed notifications, and do not visit jamstream.live, these notices will not reach you while a Coin-funded subscription keeps renewing from your balance — your renewal date and the cancel control are always at jamstream.live, and cancelling by email to [email protected] always works. The 30-day notice above is separate and additional — that is what you get when a price is going up. This does not limit any reminder your local mandatory automatic-renewal law requires, including the California and New York automatic-renewal statutes, which apply by force of law and are not waived here. If a renewal was taken from you without a reminder your law required, contact [email protected] and we will cancel that renewal and return the Coins drawn for it to your balance.

7. Before you file a chargeback

If something went wrong with a payment, please contact [email protected] or [email protected] first. We can often resolve it faster than a dispute can, and it saves you the wait.

Nothing in this policy limits your right to dispute a charge with your bank, your card issuer, PayPal or an app store, and raising a dispute is never in itself a breach of the Terms. We will not suspend, restrict or penalise your account because you disputed a charge in good faith — including a dispute about a duplicate charge, a charge you did not authorise, a purchase made by a person under 18, or something you paid for and did not receive.

What is a breach is dishonesty: filing a chargeback on a purchase you knowingly made and whose Coins you received and spent, or buying Coins intending to reverse the charge. Where we reasonably conclude that is what happened — a pattern of buy-then-refund, not a single disputed charge — we may contest the dispute with evidence, suspend the ability to buy Coins, and suspend or terminate the account. If we do, Section 12 states what happens to your Coins, your tier, any Fan Support subscription and any ticket you hold, and you may appeal to [email protected]. We will acknowledge an appeal within 14 days, tell you the ground we relied on, and restore what was suspended if the appeal succeeds. If you are unsure whether your claim is a good one, that is not dishonesty — ask us.

8. Who to contact

Questions about billing, cancellation, or refunds: [email protected], or [email protected] for Coins, upgrades, tickets and statutory cancellations. Appeals, statutory-rights questions and disputes about this policy: [email protected]. By post: JamStream Ltd, Havatselet 6, Kiryat Yam, Israel.

The sections that follow set out the detailed rules for Coins, concert tickets, reversed payments, account closure, discontinuation, under-18 purchases, and disputes.

9. Coins: what is and is not refundable

The general rule. A Coin purchase is a final sale of a limited licence to a digital good. Because Coins are digital content supplied immediately, Coin purchases are non-refundable, and Coins are never redeemable for cash by you as the purchaser, once the Coins are credited — except where this policy or the Coins & Payments policy expressly provides otherwise, where a mandatory law requires a refund, or at our discretion as a goodwill gesture. Those exceptions are real, and they are listed here rather than left to be discovered: the 14-day EEA/UK right of withdrawal over unspent Coins (Section 3); Israeli cancellation rights (Section 3); the Brazilian right of regret (Section 3); billing errors (Section 3); a paid feature that was not delivered (below); concert cancellations (Section 10); purchases made by a person under 18 (Section 14); discontinuation of the Service (Section 13); and the Fan Support re-credit — where JamStream suspends or removes a creator's Fan Support offering, the unexpired part of the cycle you already paid for is re-credited to your Coin balance pro-rata by days remaining, except where your own conduct caused the removal (Section 2; Terms §8.20).

Spent Coins are consumed. Once Coins are spent — a tip sent, a gift delivered, a SuperChat pinned, a ticket bought, a tier activated — those Coins are gone and cannot be restored, wherever you live, except where this policy expressly provides otherwise: the Fan Support re-credit just described is the one such case, and it restores Coins for a cycle you paid for and did not get. Withdrawal, cancellation and regret rights operate on the Coins from a purchase that are still unspent at the moment you give notice.

Free and bonus Coins. Promotional, bonus and welcome Coins cost you nothing, carry no money value, and are not refunded in money. Coins returned to you by a refund or by a cancelled concert are not promotional Coins — they came from a paid transaction and are treated as such.

Payments made in response to a charity or cause claim. A tip, gift or donation you send because a performer said the session was for a charity or cause is still an ordinary in-Service spend to that creator: JamStream pays the creator, never the named cause, cannot route money to any charity, and issues no donation receipt (Acceptable Use Policy §3.8.2 governs the claims themselves). It is refundable only on the same grounds as any other tip or gift. Where the cause claim itself was false, that is fraud — report it under Acceptable Use Policy §8 and tell us at [email protected].

Coins do not expire. For as long as your account remains open, nothing happens to your Coins because time passes (Coins & Payments §13.5).

An upgrade period that has already begun. Except where a mandatory law requires otherwise, Coins deducted for a Pro or VIP period that has already started are not refunded, and cancelling mid-period does not entitle you to a pro-rated refund; the tier simply runs to the end of that period. Your statutory rights are unaffected — in particular the EEA/UK right of withdrawal, and the Israeli right to cancel a continuing transaction at any time with effect going forward, each of which overrides this paragraph where it applies (Section 3).

A paid feature that was not delivered. SuperChat, paid song requests, concert tickets and upgrade tiers are paid features, not voluntary recognition payments, and if you do not get what you paid for you have a remedy. There is no automatic re-credit for a song request that is never performed or a SuperChat that never appears — these are handled by hand, so you do have to tell us. Write to [email protected] with the room, the approximate time, and what you bought. Where the performer left, was removed, or the room ended before the thing you paid for was delivered, we re-credit those Coins to your balance, normally within 14 days of accepting the request; where the law entitles you to money instead, Section 3 applies and you choose. Tips, gifts and Direct Support donations are different: they are voluntary, nothing specific is promised in return, and they are not refundable on this ground.

Your statutory rights over things bought with Coins. Coins are bought with real money, so the things you buy with them are digital content or digital services supplied for a price. JamStream is responsible for their conformity — that they are as described, that they work, and that they are actually supplied — and nothing in this policy, the Terms, or the Coins & Payments Policy excludes or limits the remedies the law gives you for that. UK consumers: the Consumer Rights Act 2015 applies to content bought with a currency you purchased with money (section 33(3)), and section 47 makes those rights non-excludable. EU/EEA consumers: Directive (EU) 2019/770 treats a virtual currency as a price and gives you the right to have the content brought into conformity, to a proportionate price reduction, or to terminate.

10. Concert tickets

A concert ticket is bought with Coins already in your balance. The proceeds are held by JamStream rather than credited to the host straight away — precisely so that a concert which does not happen can be refunded. Nothing is held on anybody's behalf. The Coins you spend are consumed at the moment of sale and cease to exist; the amount held is JamStream's own money, recorded against an obligation to the host that arises only if the concert actually happens; and a refund is JamStream re-crediting Coins to you, not JamStream handing back money it was minding for someone else (Terms §8.5 and §8.13).

• If the host cancels, every ticket holder is refunded in full, automatically. You do not have to ask. The refund is the gross Coins you paid, including the platform fee, returned to your Coin balance, and the host's share is voided and never released.
• If the concert never goes live, it is cancelled and refunded automatically. A scheduled sweep runs regularly and cancels a paid concert that has not gone live three hours past its slot, refunding every ticket holder in full to their Coin balance. Only a go-live recorded by our servers counts, so a host cannot claim to have performed when they did not.
• A refunded ticket loses access to that concert's stream. That is the other half of the refund, not a penalty.
• If an automatic refund does not arrive, tell us at [email protected] and we will process it by hand. Where your local consumer law entitles you to money rather than Coins, you may require that instead (Section 3).
• If the concert happens substantially as advertised, the ticket is not refundable — you received what you paid for.
• If the host moves the concert to a later date, your ticket stays valid for the new date and the timings above run from that new slot. The Service does not send you a reschedule announcement and does not start any automatic refund clock, so if you do not want the ticket at the new date, email [email protected] and we will give you a full Coin refund, gross, including the platform fee. Because we send no announcement, the 14 days in which to ask run from the date you actually learn the concert has moved, not from the date the host changed it, and we will not refuse a request as late where we never told you (Terms §8.5).
• If a concert ends far short of what was advertised, or is materially different from it, the ticket is not simply forfeit. Write to [email protected] within 14 days of the event and we will re-credit a proportionate part of the ticket price, or all of it where substantially nothing was delivered. This is assessed by a person; there is no automatic partial refund. Where a concert ends almost as soon as it begins, the Service already withholds the host's share for review instead of paying it out, so the money is normally still there. For EU/EEA and UK consumers this is the price-reduction remedy your law gives you, not a discretionary gesture.
• If a concert is stopped part-way through — on copyright, safety or moderation grounds, or for any other reason — ticket holders are treated exactly as in the paragraph above. Why it was stopped does not change what the buyer is owed.
• If you are banned or removed from the platform between buying a ticket and the concert, and you can no longer attend, tell us before the event and we will re-credit the ticket to your Coin balance — unless the removal was for conduct connected with that concert or its host.

11. If a payment is reversed, refunded, or charged back

This section applies to every reversal of a Coin purchase, whoever took the payment — a PayPal refund or reversal on a website purchase, an Apple refund or revocation, or a Google Play refund or revocation. It is one rule, not a different rule per store.

When the money for a Coin purchase goes back to the payer, the Coins that purchase bought have to go with it, because the same value cannot be in two places at once. In plain terms:

• The Coins that purchase funded are removed from the balance, as far as they are still there.
• Your Coin balance is never driven below zero, and no money debt to JamStream is created by this step. We do not send you an invoice, we do not ask you to send money back, and we do not refer anything to a collection agency.
• If those Coins had already been spent, the part we cannot recover is recorded as an outstanding amount on the account. It is capped at the value of what was actually refunded to you — never more — and it does not carry interest, fees or charges.
• What an outstanding amount actually does, without euphemism. It may be set off against future Coin grants, bonuses or purchases. If you are a performer with an Earnings balance, payments to you are paused while an outstanding amount is unresolved, and the amount is settled out of your next payment. That is a pause on payouts, and we would rather say so than describe it as something softer.
• Performer Earnings funded by the reversed purchase are voided, whether or not they had settled and whether or not the performer did anything wrong — the money that funded them has gone back to the payer (Coins & Payments §12.2 and §13.3).
• For a concert ticket, where the ticket proceeds are still held and have not yet been credited to the host, we cancel what is held — in whole or in part, up to the amount outstanding — instead of recovering anything from the host. Where the whole held amount goes, the buyer's access to that concert is revoked with it; where only part of it goes, the ticket was partly paid for after all and access stays.

If someone else's purchase is reversed and you were the recipient. The US-dollar Earnings that purchase produced for you are voided, as above. In addition, where you were credited Coins for that specific spend under the Service's former coin-share model, which was retired on 6 August 2026, those Coins — and only those — can be recovered. Since 6 August 2026 recipients are credited no Coins at all, so for anything spent on you after that date nothing is taken from your Coin balance. Nothing here creates a money debt owed by someone who did nothing wrong: recovery from a good-faith recipient is by set-off against what they earn later, and never by a demand for payment.

When an amount is recorded as outstanding, we tell you. The entry is recorded in your in-account transaction history at the moment it is made, and we send you an in-app notification — delivered as a push notification to any device on which you have allowed notifications — saying what was reversed, how much is outstanding and why. If you think it is wrong, write to [email protected]. We will acknowledge within 14 days, and where the reversal was itself an error we reverse the entry and restore what was removed (Coins & Payments §9.11).

We do not pursue a shortfall at all where the refund was granted because the item was not delivered or was not as described, because you were charged twice, because the charge was not authorised by you, or because the purchase was made by a person under 18 (Section 14). In those cases the reversal is the correct outcome and there is nothing to recover from you.

12. If your account is closed, banned, or terminated

Three different things happen for three different reasons, and they are not the same.

(a) You delete your own account. Deletion is your choice and is not a penalty, but it has a consequence you should know before you make it: unspent Coins are lost when the account is deleted. They are a licence to use a feature inside the Service, and the licence ends with the account; they are not refunded in money and cannot be moved to another account. Any active upgrade, Fan Support subscription and unused concert ticket ends with the account as well. If you are a performer with settled Earnings, claim them before you delete — payment is made against a live account record (Coins & Payments §9.3a and §13.6). This is also stated in the deletion flow itself, not only here, so that you see it at the moment it matters.

(b) We terminate, ban or suspend your account for breach. Unspent Coins and unpaid Earnings are suspended, not immediately destroyed, and you may appeal to [email protected]. We will acknowledge an appeal within 14 days and tell you the ground we relied on. They are forfeited only if the appeal fails, or where the termination is for fraud, payment abuse, collusion or manipulation of the economy — in which case forfeiture may be immediate. Forfeiture is applied proportionately, and if the decision is reversed, what was suspended is restored (Coins & Payments §13.7 and §9.11). While an account is suspended: an active Pro or VIP tier and a Vanguard status are suspended with it and restored if the appeal succeeds; a Fan Support subscription lapses and is not charged again; and a concert ticket you hold is suspended with the account, so if the appeal succeeds before the event you keep it, and if it does not, Section 10's rule for a buyer removed from the platform applies. Where the law that applies to you does not permit forfeiture of the money-backed value of Coins you paid for, that law governs and we will honour it.

(c) We discontinue the Service or a feature. That is not a termination and is dealt with separately in Section 13.

And to be unambiguous: none of the above is a way of expiring Coins. Coins do not expire while your account remains open, and nothing in this section makes them do so.

13. If JamStream discontinues the Service or a feature

If we close the Service, or withdraw a feature that Coins can be spent on, we will give at least 60 days' notice in the Service and, where we have an email address for you, by email. We will keep the Service open for spending during that period. At the end of it, for consumers, we will refund in money the amount you paid for Coins that remain unspent and that were bought with money, in proportion to the price actually paid for them, to the original payment method where that is possible or by another reasonable method where it is not. Free, promotional and bonus Coins carry no money value and are not refunded. For Coins bought inside an app, the refund is routed through the relevant store where that store's rules require it. Settled Earnings remain payable (Coins & Payments §13.8).

If we change or withdraw a paid feature short of closing the Service, we do so only for a valid reason we state, at no extra cost to you, with advance notice by email where we have your address. Where the change is materially adverse to you, you may end any affected recurring upgrade or subscription and receive a refund of the unused portion. This does not apply to ordinary prospective changes to prices, which are dealt with in Section 6. Nor does it apply to an app store's removal or suspension of a JamStream application: that is the store's act, not a withdrawal by us, and it withdraws nothing you paid for — your balance, Earnings, subscriptions and statuses remain fully usable at jamstream.live and on every remaining channel (Terms §20.1). If a store event ever left something you paid for unusable on every channel, this section's materially-adverse rule would then apply to it in the ordinary way. Where a refund under this section relates to Coins bought inside an app and the store does not or cannot make it, we pay it directly by PayPal or another reasonable method.

14. Purchases made by a person under 18

JamStream is strictly 18+ and does not knowingly accept payment from anyone under 18. If we discover that an account holder is under 18, we close the account and access ends. On the money:

• You can ask for it back. The account holder, or a parent or legal guardian, may ask for a refund of Coin purchases made while the account holder was under 18. Write to [email protected] with the account's email address or username, the approximate dates and amounts, and evidence of the account holder's date of birth (and, for a parent or guardian, of your relationship). A parent or guardian does not need access to the account's email address to make this request — Section 4's guidance about writing from the account address does not apply here. We will acknowledge within 14 days.
• No shortfall is pursued. Where a purchase is reversed because the buyer was under 18, any resulting shortfall is waived and is not recorded, set off, or pursued in any way, and the request is never treated as a dishonest chargeback, as refund abuse, or as a breach of the Terms.
• Where you bought decides who refunds — but the promise is ours either way. For a website purchase we handle it directly. For a purchase made inside an app, Apple or Google took the payment, so their family and unauthorised-purchase processes are the route first — and we will not oppose a refund a store decides to grant. If the store declines a verified under-18 claim, or has not refunded it within 30 days, JamStream pays the verified amount directly, in money, by PayPal or another reasonable method (Terms §8.2b) — the voidable contract is ours, so the refund obligation is too.
• What happens to the rest. The account is closed, so any remaining Coin balance, active tier and Fan Support subscription end with it, and unused concert tickets are refunded to the account before closure where the concert has not yet taken place.
• What we may not be able to do. Coins already spent are consumed, and Earnings those Coins produced for other users may already have been paid. We will refund what we can establish and reverse what we can reach, and where records are incomplete we will act reasonably on the evidence available. Nothing here limits a right a minor, or their parent or guardian, has under the law applicable to them — including any rule making a minor's contract voidable or a refund non-waivable.

15. Disputes — where a refund disagreement is decided

Come to us first. Write to [email protected] for a transactional problem or [email protected] for anything else. We will acknowledge a complaint within 14 days and give a reasoned answer within 30 days, unless a law or an ongoing investigation prevents it, in which case we will say so. That is an invitation, not a precondition — you may go to a court, an ombudsman or a consumer authority at any time without contacting us first.

United States and most other countries. The Terms require most disputes about Coins, payments, subscriptions, tickets, tips, gifts and SuperChat to be resolved by individual binding arbitration rather than in court, and they include a class-action waiver and a jury-trial waiver whose exact scope — inside arbitration, in court after an opt-out, and with its state-law and sexual-assault carve-outs — is stated in Terms §21.3a(i) and Terms §21.6a, and is no wider than stated there. Before either side starts arbitration there is a 60-day informal-resolution period after written notice of the dispute. Either side may also take an individual claim to small-claims court instead of arbitration, at any time before an arbitrator is appointed, where the claim is within the small-claims limit for the place you live — that election costs you nothing, JamStream will not seek its costs for it, and if the small-claims court will not take the claim it goes back to arbitration with the fee undertaking intact (Terms §21.3a-2). You may opt out of the arbitration agreement and the class-action waiver by writing to [email protected] within 30 days after you first created your account, or within 30 days after your first Coin purchase, whichever is later. Your profile card in the Service shows the month and year you joined; it does not show the exact date and neither does Settings, so if you need the date itself, ask at [email protected] and we will tell you. A later acceptance of updated Terms does not restart or shorten that window, which is the fact most likely to surprise you, so it is said plainly here. Opting out is not a breach and affects nothing else. The full terms are in the Terms of Service and in Coins & Payments §23; this paragraph is a signpost, not a second contract.

EU/EEA and UK consumers. The arbitration agreement and the class-action waiver do not apply to you. Nothing in this policy or the Terms deprives you of the mandatory consumer-protection rules of your country of residence, or of your right to bring proceedings in the courts of the country where you live. Consumers in the EEA may also refer a dispute to a competent alternative dispute resolution body in their country of residence, and to the national consumer authority or the European Consumer Centre for their country. Consumers in the UK may contact Citizens Advice or the relevant trading-standards service. Consumers in Israel may contact the Consumer Protection and Fair Trade Authority. JamStream is not currently signed up to any single sectoral ADR scheme and does not represent that any particular body will accept a dispute against it; if a body we are obliged to use is designated in future, we will name it here.

16. Changes to this policy

We may update this policy. Any change is prospective only: it never applies retroactively to a purchase you have already made or a period you have already paid for, and it never takes back Coins you have already paid for. We change it only for a reason we will state — a change in the law, in a regulator's requirements, in an app store's or payment provider's rules, in the taxes or fees applying to a transaction, or because a feature described here has itself changed.

Where a change materially reduces your rights under this policy, we will give at least 30 days' notice in the Service and, where we have an email address for you, by email, before it takes effect, and you may cancel any recurring upgrade or subscription before then without penalty. The effective date and version at the top of this policy tell you which version you are reading. The 30-day notice commitments for a reduction in a creator share, an increase in the money price of a Coin pack, and an increase in the Coin price of a recurring upgrade are given separately in Coins & Payments §4.4, §16.8 and §25.2, and are not displaced by this section.

17. Model withdrawal form (EEA and UK)

You do not have to use this form — any clear statement will do (Section 3) — but you may. Complete it and send it to us. Using it is optional, and we will not push you into any particular channel.

Related policies: Terms · Privacy Policy · Copyright/DMCA · Coins & Payments · Acceptable Use · Child Safety · Account Deletion.