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Viewer Refund Policy


Cleeng Hi-5 opening refund policy statement

When a viewer purchases premium content from a broadcaster using Cleeng's platform using Cleeng Merchant module, both Viewers and Broadcasters have access to the Cleeng Terms and conditions in which all refunds reasons are clearly stated and outlined. For any further questions relating to the Cleeng refund policy, please contact the Cleeng Customer Success Team by clicking the 'Submit a Request' button at the top of the page.

To put things in perspective, over the years we have seen that broadcasters usually experience 1% of refunds from the total amount of sales. For any eCommerce company, refunds are part of the normal activities and can easily range from 1% to 10% or more in sectors such as retail fashion for example.

Broadcasters can also find more details on our website, in the T&Cs. Section, 9.3: As a broadcaster are using Cleeng's Hi-5 service to handle customer support contacts, it is important to understand that Cleeng always tries to meet the best interests of both the viewer and the broadcaster.


Eligible Refund Reasons






  • When a Viewer made a double/multiple purchases using the same registration/login data.


  • When the event was cancelled by the Broadcaster.
  • When more than 80% of the show had streaming issues (no sound, or poor sound & video quality).
  • When a video was missing as it wasn’t offered by the Broadcaster.

Content related:

  • The content was misleading – the description didn’t relate to actual content of the video.



Ineligible refund reasons 



The refund policy is a part of Cleeng's Terms and Conditions.


Where to find refunds requests

When using Hi-5, broadcasters have the ability to have the final say on which refunds are approved or denied. When a refund request is submitted to the Cleeng Customer Success team, they will perform their due diligence and if the outcome may require a refund, it will be submitted directly into your dashboard. Use this FAQ to learn more.



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