Refund Policy

1. Our Refund Promise

We want every customer to be happy with SkyCastBox. If our IPTV service doesn’t meet your expectations and our support team cannot resolve the issue, we offer a refund within the eligibility window below.

2. Refund Eligibility

✓ You ARE eligible for a refund if:

• You request a refund within 7 days of your purchase date
• You have contacted our support team first and we were unable to resolve your issue
• The service is genuinely not working on your device after troubleshooting
• You have not used the service for more than 7 days

✗ You are NOT eligible for a refund if:

• More than 7 days have passed since your purchase
• You have not contacted support to resolve the issue before requesting a refund
• The issue is caused by your internet speed, device, ISP restrictions, or third-party VPN
• Your account was suspended or terminated due to a violation of our Terms of Service (e.g. credential sharing, reselling)
• You simply changed your mind after using the service (this is why we offer a free trial)
• You filed a chargeback or payment dispute without contacting us first

3. Refund Amounts

Timeframe	Refund Amount	Condition
Within 24 hours	100% full refund	No questions asked
Days 2–7	100% full refund	After support attempt to resolve issue
After 7 days	No refund	Subscription continues until expiry

4. How to Request a Refund

Follow these steps:

1. Contact support first — message us on WhatsApp or email [email protected] describing your issue. Our team will try to fix it.
2. Allow troubleshooting — give our team a reasonable opportunity to resolve the problem (typically within 24 hours).
3. Request the refund — if we cannot fix the issue, reply with “I’d like a refund” on the same WhatsApp thread or email. Include your name and payment reference.
4. Receive confirmation — we will confirm your refund within 48 hours of your request.
5. Refund processed — the refund will be returned to your original payment method within 5–10 business days depending on your bank or payment provider.

5. Service Downtime

We target 99.9% uptime. However, if our service experiences a major, extended outage lasting more than 48 consecutive hours that is confirmed on our end (not caused by your device, ISP, or internet speed), we may at our discretion offer:

• A free extension of your subscription equal to the downtime period, or
• A pro-rata credit towards your next subscription

Short interruptions for maintenance or temporary channel issues do not qualify.

6. Plan Changes

• Upgrades: You can upgrade your plan at any time. You will only pay the difference between your current plan and the new plan, calculated on a pro-rata basis.
• Downgrades: Plan downgrades take effect at your next renewal. No partial refunds are issued for downgrades mid-subscription.

7. Cancelled / Expired Subscriptions

Our subscriptions do not auto-renew. When your plan expires, your access ends. No refund is due for unused time if you simply stop using the service before your plan expires — your access remains active until the end of the paid period.

8. Disputes & Chargebacks

We strongly encourage you to contact us directly before initiating any dispute with your payment provider. We are responsive on WhatsApp (typically within minutes) and committed to fair outcomes.

Unauthorised chargebacks — where a customer disputes a payment without first contacting us — will result in:

• Immediate suspension of your IPTV subscription
• Permanent ban from future purchases
• Loss of eligibility for any refund

9. UK Consumer Rights

Nothing in this refund policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation. If you believe your statutory rights entitle you to a remedy beyond what is described here, please contact us and we will work with you to resolve the matter.

10. Contact Us

For all refund requests and billing queries: