This policy explains when refunds are available at Castivio, when they are not, how to request one, and how long processing takes.
1. 7-day money-back guarantee
New subscribers may request a full refund within seven (7) calendar days of the first activation, for any reason, provided the account has not been used for more than a reasonable trial period.
2. When refunds apply
- Service was never activated after payment.
- A confirmed technical issue on our side prevented normal use during the first seven days.
- A duplicate charge occurred.
3. When refunds do not apply
- The seven-day window has expired.
- The account has been shared, resold, or used in breach of our Terms of Service.
- Playback problems caused by end-user internet, hardware or third-party apps.
4. How to request a refund
Send an email to support@castivio.com or contact us on WhatsApp with your order reference and the reason for the request. Our team will confirm eligibility within 24 hours.
5. Processing times
- PayPal: 1–3 business days after approval.
- Card refunds: 5–10 business days depending on the issuing bank.
- Bank transfer: 3–7 business days.
6. Partial refunds
For annual plans cancelled after the first seven days, a partial refund pro-rated by the unused period may be granted at our discretion.
7. Cancelling automatic renewal
You can disable auto-renewal at any time by contacting support. Cancelling renewal does not end your current billing cycle — the service remains active until the paid period ends.