Whether we can refund a charge depends on where you paid and what happened. Here's how it works.
Where did you pay?
- Web (card or PayPal) — refund requests are handled by StudyStream. Read on below.
- Apple App Store — Apple handles all refunds for App Store purchases; StudyStream cannot issue them (we can't even see Apple's transaction details). Request one at reportaproblem.apple.com (sign in with the Apple ID used for the purchase). If Apple support points you back to us, the refund decision still rests with Apple — persist there.
- Google Play — request a refund from your Google Play order history at play.google.com (or via Google Play support). If Google can't help — for example the purchase isn't matched to any StudyStream account — start a chat with us and include the order number starting with "GPA." from your Play order email, and we'll sort it out.
Not sure? Check your receipt: App Store receipts come from Apple, Play receipts from Google Play, and web payments appear on your statement (they may show as "Knowledge Collective Ltd", our billing entity).
When will my refund arrive?
- Web payments (refunded by StudyStream): once we process the refund, it typically takes 5–10 business days to appear back on your statement, depending on your bank or payment provider. If it's been longer than that, start a chat with us and we'll check on it.
- App Store / Google Play refunds: timing is up to Apple / Google — check the status of your request at reportaproblem.apple.com or with Google Play support.
Forgotten cancellations
All plans renew automatically, and this is stated when you subscribe. We don't issue refunds for renewals that happened because a cancellation was forgotten or made too late. To avoid this, cancel at least 24 hours before your renewal date — see: Cancelling or changing your subscription.
If you cancel after a renewal, you keep full access until the end of the period you paid for.
Accidental or wrong purchases
Bought the wrong plan (e.g. Basic instead of Premium, or Annual by mistake)? Start a chat with us as soon as possible (at app.studystream.live, or from the StudyStream app) — same-day mistakes are much easier to fix. Often the best solution is switching you to the right plan and charging only the difference, rather than a refund.
Charged after cancelling, or charged twice
If you believe you were charged in error, send us:
- The email address on your StudyStream account
- The invoice or receipt for the charge (or a screenshot of the bank/card statement line)
- If you cancelled: the date you cancelled, or a screenshot of the cancellation confirmation
We'll check it against the payment records and make it right if there was an error — verified duplicate charges are refunded. Keep in mind the charge may belong to a different account/email than the one you're writing from — that's the most common explanation for "I was charged but have no subscription".
Charged after deleting your account
Deleting your StudyStream account does not cancel a subscription bought through the App Store or Google Play — store subscriptions live with Apple/Google and keep renewing until cancelled there. (On the web, you're asked to cancel before you can delete.) If this happened to you, cancel in the store first, then start a chat with us at app.studystream.live or in the StudyStream app with your receipt and we'll review the charge.
Banned or restricted accounts
Refund questions for accounts that were banned or deactivated by StudyStream are reviewed together with the moderation case — email webapp.reporting@studystream.live.