Refund Policy

1. Overview

CastleTV wants you to be completely satisfied with our IPTV service. We offer a generous refund policy to protect your purchase and ensure you have the confidence to try our service risk-free.

This Refund Policy applies to all individual subscription purchases made directly through CastleTV. It does not apply to reseller credit packs (see Section 8).

2. 7-Day Money-Back Guarantee

All new subscription purchases include a 7-day money-back guarantee. If you are unsatisfied with the CastleTV service for any reason within 7 calendar days of your initial purchase, you are entitled to request a full refund.

We encourage customers to use our free 24-hour trial before purchasing a subscription, so you can evaluate the service quality on your specific devices and internet connection before committing.

3. Eligibility Conditions

To be eligible for a refund under our 7-Day Money-Back Guarantee, the following conditions must be met:

• Your refund request must be submitted within 7 calendar days of the original purchase date.
• This must be your first subscription on that account or with that email address. Repeat purchases or renewals are not covered by the guarantee.
• You must contact us directly via email or WhatsApp — refunds are not processed automatically.
• The service must have been technically inaccessible or consistently non-functional. If you simply changed your mind or no longer need the service, refunds are granted at our discretion.

4. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• After 7 days: Refund requests submitted more than 7 calendar days after purchase are not eligible.
• Renewals and repeat purchases: Subscription renewals or additional purchases on an existing account are non-refundable.
• Account suspension or termination for ToS violation: If your account was suspended due to violations of our Terms of Service (e.g. credential sharing, unauthorised reselling), no refund will be issued.
• Issues caused by your hardware or internet connection: Buffering or poor quality due to a slow internet connection, incompatible device, or outdated hardware is not grounds for a refund.
• Free trial users: You are not entitled to a paid subscription refund if you used our free trial and then purchased.
• Partial subscription periods: We do not provide pro-rated refunds for the unused portion of a subscription unless covered by the 7-day guarantee.
• Reseller credit packs: See Section 8.

5. How to Request a Refund

Requesting a refund is straightforward. Follow these steps:

1. Contact us via email at support@castletv.com or via WhatsApp at +44 7481 345011.
2. Provide your purchase details: the email address used to subscribe, your subscription username, and the date of purchase.
3. Describe the issue (optional but helpful): briefly describe why you are requesting a refund. This helps us improve our service.
4. Wait for confirmation: we will review your request and respond within 1–2 business days.

Approved refunds are processed back to your original payment method. Please do not file a chargeback before contacting us — see Section 7.

6. Refund Timeline

Once a refund is approved:

• Credit/Debit card refunds: 5–10 business days to appear on your statement, depending on your bank.
• PayPal refunds: typically within 1–3 business days.
• Cryptocurrency refunds: processed within 2–5 business days at the exchange rate at the time of refund. Note that cryptocurrency values fluctuate and the refunded amount in fiat currency may differ slightly from the original payment.

Your subscription will be deactivated upon refund approval.

7. Chargebacks

We ask that you contact us before initiating a chargeback with your bank or payment provider. Unauthorised chargebacks incur fees from payment processors that ultimately harm the service for all users.

If you file a chargeback without first contacting us:

• Your account will be immediately and permanently suspended.
• You will be ineligible for future CastleTV subscriptions.
• We reserve the right to contest fraudulent chargebacks with supporting evidence.

We are committed to resolving disputes fairly and quickly. Please give us the chance to fix any issues before escalating.

8. Reseller Credits

Reseller credit packs purchased through the CastleTV Partner Programme are non-refundable once credits have been activated or used to create any subscriptions.

If you have purchased a reseller pack and have not yet used any credits, please contact us within 48 hours of purchase to discuss your situation. Refunds for unused reseller packs are considered on a case-by-case basis at our sole discretion.

9. Contact Us

To request a refund or ask questions about this policy, contact our support team:

Our support team is available 24/7 and will respond to refund requests within 1–2 business days.