1. Introduction
Welcome to CastleTV ("we", "us", "our"). We are committed to protecting and respecting your privacy. This Privacy Policy describes how we collect, use, store, and share personal information when you visit our website or use our IPTV service.
By subscribing to or using the CastleTV service, you acknowledge that you have read and understood this Privacy Policy and consent to the practices described herein.
2. Information We Collect
We collect information in two ways — information you provide directly, and information collected automatically.
2.1 Information You Provide
- Account information: name, email address, phone/WhatsApp number, and country when you subscribe or contact us.
- Payment information: billing details processed securely by our payment processor. We do not store full card numbers.
- Communications: messages, emails, or chat conversations you send to our support team.
- Device identifiers: MAC addresses provided for MAG Box activation.
2.2 Information Collected Automatically
- Usage data: which channels you watch, viewing duration, and stream quality selected.
- Device data: device type, operating system, browser type, app version.
- Network data: IP address, approximate geolocation (country/city), connection speed.
- Cookies and tracking: see Section 5 for details.
3. How We Use Your Information
We use the information we collect for the following purposes:
- Service delivery: to create and manage your account, activate your subscription, and provide access to our IPTV service.
- Customer support: to respond to your queries, troubleshoot issues, and improve your experience.
- Billing and payments: to process transactions and send payment confirmations or renewal reminders.
- Service improvement: to understand how our service is used, identify technical problems, and develop new features.
- Security and fraud prevention: to detect and prevent abuse, credential sharing, and fraudulent activity.
- Legal compliance: to comply with applicable laws, regulations, or legal requests.
- Marketing: to send you service updates or promotional offers, only where you have opted in. You can opt out at any time.
6. Data Retention
We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected:
- Account data: retained for the duration of your subscription plus 12 months after termination.
- Payment records: retained for 7 years as required by financial regulations.
- Support communications: retained for 24 months.
- Usage logs: retained for 90 days for security and troubleshooting purposes.
After the applicable retention period, your data is securely deleted or anonymised.
7. Data Security
We implement industry-standard technical and organisational measures to protect your personal information against unauthorised access, loss, destruction, or alteration. These include:
- Encryption of data in transit using TLS/SSL.
- Encrypted storage of passwords using industry-standard hashing.
- Restricted access to personal data — only authorised staff can access it.
- Regular security reviews and vulnerability assessments.
Despite these measures, no method of data transmission over the internet is 100% secure. We cannot guarantee absolute security but commit to promptly addressing any data security incidents.
8. Your Rights
Depending on your location, you may have the following rights regarding your personal data:
- Access: request a copy of the personal data we hold about you.
- Correction: request that inaccurate or incomplete data be corrected.
- Deletion: request that your personal data be deleted ("right to be forgotten").
- Portability: request your data in a machine-readable format.
- Objection: object to certain uses of your data, including direct marketing.
- Restriction: request that we limit the processing of your data in certain circumstances.
- Withdraw consent: where processing is based on consent, you may withdraw it at any time.
To exercise any of these rights, contact us at service@castletv.com. We will respond within 30 days.
9. Children's Privacy
Our Service is not directed to persons under the age of 18. We do not knowingly collect personal information from children. If you become aware that a child has provided us with personal data without parental consent, please contact us immediately and we will take steps to remove that information.
10. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or for legal, operational, or regulatory reasons. When we make material changes, we will update the "Last updated" date at the top of this page.
We encourage you to review this policy periodically. Continued use of the Service after changes constitutes acceptance of the updated policy.
11. Contact Us
For any questions, concerns, or requests regarding this Privacy Policy or your personal data, please contact our Data Protection team: