Refund Policy

7-Day Money-Back Guarantee — No Questions Asked

CastleTV stands behind every subscription. If you are not completely satisfied within the first 7 days, we will refund you in full. We also offer a free 24-hour trial before you buy so you can validate everything on your own devices first.

1

Our Refund Promise

Subscriber satisfaction is central to how CastleTV operates. Our refund policy exists to give you complete financial confidence when subscribing for the first time. We strongly encourage all new users to take advantage of our free 24-hour trial — no credit card required — before purchasing any plan. The trial grants full access to every channel, film, and sports broadcast on your own hardware and connection. This Refund Policy applies to all individual subscription plans purchased directly through CastleTV. It does not apply to reseller credit packs, which are covered separately in Section 8 of this document.

2

7-Day Money-Back Guarantee

Every new CastleTV subscription includes a 7-calendar-day money-back guarantee. If you are dissatisfied for any reason during this window, you are entitled to a full refund of your subscription fee. The 7-day period begins at the moment of payment — not when you first log in or activate the service. Covered under this guarantee: all new subscription plans (1-month, 3-month, 6-month, and 12-month), purchases made within the past 7 calendar days, and first-time subscriptions on a given account email address.

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Eligibility Conditions

To qualify for a refund under the 7-Day Money-Back Guarantee, all of the following must apply: your request is submitted within 7 calendar days of the original purchase date and time; this is your first subscription on the account email address (renewals and re-subscriptions are not covered); you contact us directly via WhatsApp or email — refunds are not processed automatically; and your account has not been suspended for violations of our Terms of Service including credential sharing, unauthorised reselling, or fraudulent activity.

4

When Refunds Do Not Apply

Refunds will not be issued in the following circumstances: after the 7-day window has passed; for renewal subscriptions, re-subscriptions, or any account that previously held an active plan; for accounts suspended due to Terms of Service violations; where service quality problems are caused by your own internet connection, router, incompatible device, or outdated hardware — our free trial exists specifically so you can test compatibility; for change-of-mind requests where you have already used and validated the service via a free trial; for partial or pro-rated refunds of unused subscription time outside the 7-day period; and for reseller credit packs, which are governed by separate reseller terms.

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How to Request a Refund

Requesting a refund is straightforward. Step 1 — contact our support team via email at hello@castletv.net or via WhatsApp at +44 7481 345011. Step 2 — provide the email address used when subscribing, your account username, and the purchase date. Step 3 — briefly describe your reason for requesting a refund (optional but appreciated as it helps us improve). Step 4 — await confirmation. We review all requests within 1–2 business days and respond with an outcome. Please do not file a chargeback with your bank before contacting us. We resolve the vast majority of issues directly and far faster than through a bank dispute. Chargebacks can result in permanent account suspension.

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Refund Processing Times

Once a refund is approved, processing times vary by payment method. Your CastleTV access will be deactivated when the refund is confirmed. Credit and debit cards typically take 5–10 business days to appear on your statement depending on your issuing bank. PayPal refunds return to your PayPal balance within 1–3 business days. M-Pesa and mobile money refunds typically process within 1–5 business days depending on your provider.

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Chargebacks & Disputes

We ask that you always contact CastleTV support before filing a chargeback or payment dispute with your bank or payment provider. Our team is available 24/7 and resolves most issues the same day. Initiating a chargeback without first contacting us results in automatic suspension of your account and may affect your eligibility for future refunds. We reserve the right to contest chargebacks where services were delivered as described and our Refund Policy was clearly communicated at the point of purchase.

8

Reseller Credit Packs

Reseller credit packs are governed by the CastleTV Reseller Agreement and are not covered by the standard 7-Day Money-Back Guarantee. Reseller credits are non-refundable once the reseller panel has been activated, as credits are immediately available for use. In exceptional circumstances — such as a failure to activate your panel within the agreed timeframe — please contact us and we will resolve the issue promptly.

9

Contact & Support

For all refund requests and billing enquiries, please reach us at: Email — hello@castletv.net · WhatsApp — +44 7481 345011 (available 24/7) · Average response time: under 5 minutes. We are committed to resolving every billing concern quickly, fairly, and professionally.