Refund Policy

Our Commitment to You

At CastoFlex TV, we prioritize the quality of our IPTV subscription service. This policy specifies the instances when a refund may be approved, guaranteeing a clear and equitable process for our customers.

Refund Eligibility

You could be entitled to a full or partial refund if these conditions apply:

Technical Failures: Service is completely non-functional on your compatible device for 72+ consecutive hours due to a fault on our side.
Duplicate Payments: Accidental duplicate charge for the same subscription period.
Initial 7 Day Windownew customers: Request within 7 days of first purchase after attempting support-led troubleshooting.

How to Request a Refund

To receive a refund, please follow these guidelines:

Connect with our support team using Contact page.
Kindly include: 'Refund Request' as subject.
Kindly include your full name, the email associated with your subscription, and the reason for your message.

Sample Refund Request Message

Contact: Send a message via our Contact page

Message Title: Refund Application

Hello,

I am contacting you to request a refund for my IPTV subscription.

My Name: [Your Full Name]

My Email: [Your Subscription Email]

Reason for Refund: [Summarize your situation briefly, like technical difficulties, duplicate charges, etc.]

Thank you.

What We Need to Process Your Refund

Account email used at checkout
Order/transaction ID from {Payment Gateway Name}
Brief reason and steps already tried with support
Device/app details (e.g., Firestick + IPTV Smarters)

Processing Timeline

0–3 business days Evaluation performed by the support team.
Same day after approval Your refund has been initiated to your original payment method ({Payment Gateway 1} / {Payment Gateway 2})
5–10 business days Payments reflect depending on financial institution rules.

Expect to receive email updates at each phase. Response times can be delayed on weekends or holidays.

Exceptions (When Refunds Are Not Provided)

Refunds will not be issued under these specific circumstances:

You feel dissatisfied with the offered channel list and content.
Your internet connection may be too slow or unstable for streaming.
You have breached our Terms of Service, such as account sharing.
You are dealing with geo-blocking restrictions in your region that are out of our reach.

How to Avoid Refund Requests

Check Compatibility: Confirm your device/app supports M3U/Portal before purchase.
Stable Internet: Use 30 Mbps+ and 5GHz Wi Fi or Ethernet for 4K.
Use Setup Guides: Follow our step by step Installation page.
Ask Support First: Most issues are solved in minutes—please contact support.

Frequently Asked Questions (FAQ)

Once your refund is approved, it is generally processed within three business days. Nevertheless, it may take between five to ten business days for the funds to appear in your account, depending on your bank or payment provider. For status inquiries, please contact support.

In most cases, refunds for changing your mind are not issued after the initial 7-day timeframe. We suggest reviewing our offerings and posing any questions before you subscribe. View comprehensive details in our Refund Policy or reach support.

Our subscriptions renew automatically. If you forget to cancel before the renewal date, please contact us promptly. Refunds for renewals are considered on a case-by-case basis. Read more in our Terms.