Legal
Cancellation & Refund Policy
How moving a day, refunds and service problems work.
Last updated: 18 October 2026
- Payments are non-refundable once paid.
- You can move a booked day once, for free, before that day starts.
- If GUSlive fails on a booked day because of our server or an outage, ask within 7 days for a free replacement day or a refund for that day.
- Duplicate payments are always refunded in full.
Payments are final
Once you have paid for a booking, the payment is non-refundable. You cannot cancel a booked day for a refund. The only exceptions are the cases on this page: a failure on our side and duplicate payments.
Moving a booked day
- You can move each booked day once, free of charge, to another free day.
- You must do this before the booked day starts. A live day starts at 00:00 Bangkok time (UTC+7).
- You move the day yourself on the booking page.
Adding to a booking
You can add extra destinations, recording or Dual Frame up to and during the booked day. Add-ons are paid in the same way and follow this same policy.
If GUSlive fails on a booked day
If the service fails during a booked day because of GUSlive, for example a problem with our server or an outage, you can ask for one of these:
- a free replacement day, or
- a refund for that day.
Please ask within 7 days of the affected day by emailing admin@ideal8.co.th. We review each case.
What is not covered
We cannot offer a replacement day or refund for problems that are not caused by GUSlive, including:
- your encoder or streaming software;
- your internet connection;
- the destination platform, for example a Facebook, YouTube or TikTok stream key that expired or was rejected.
Duplicate payments
If you were charged twice for the same order, we refund the extra payment in full. Just let us know.
How refunds are paid
Approved refunds go back through the original payment method or by bank transfer, within 14 days of approval. A refund is paid in the currency you paid in: card payments in US dollars go back to the same card in US dollars, and PromptPay payments are refunded in Thai baht.
Free trial
The free trial costs nothing, so there is nothing to refund.
How to ask
Email admin@ideal8.co.th and include:
- the email address of your GUSlive account;
- your receipt or order number;
- the affected day and what happened.
You can also reach us by phone or chat. See the contact page.