Refund Policy

Last updated: 1 January 2026

At Castonex we want you satisfied with your subscription. This policy explains when refunds and credits are available, how to request one, and which situations fall outside it. Nothing here limits any non-excludable right you hold under the Australian Consumer Law.

1. The seven-day money-back window

Every new Castonex subscription carries a seven-day money-back window. If the Service cannot be made to work on your connection within the first seven days and our technical desk is unable to resolve the fault, we refund you in full.

We ask one thing in return: give us a genuine chance to fix it first. Most reported faults turn out to be a playlist saved against the wrong device identifier, and those are resolved in minutes. Contact the desk through the contact page before requesting a refund.

Because the Service delivers immediate access to digital content, refunds are not generally available after that seven-day window has closed, other than in the circumstances set out in section 2. We encourage new customers to begin with the discounted introductory 1-month plan rather than committing to a longer term up front.

2. Additional eligible circumstances

2.1 Extended service outage

If Castonex experiences a verified outage affecting your account for more than 72 consecutive hours, you may be eligible for a pro-rata credit reflecting the proportion of your subscription period during which the Service was unavailable.

• The outage must be confirmed at our end and attributable to Castonex infrastructure.
• Outages caused by your internet provider, your own device, or by the IBO Player application itself are not eligible.
• Credit requests must be submitted within 14 days of the outage being resolved.

2.2 Duplicate charge

If you were charged more than once for the same plan because of a technical error, you are entitled to a full refund of the duplicate charge.

• Evidence of the duplicate charge, such as a bank or payment provider statement, may be requested.
• Duplicate-charge refunds are processed within 5 to 10 business days.

3. Situations that are not eligible

Refunds are not available where:

• You changed your mind after the seven-day window closed.
• You purchased the wrong plan length and did not tell us within that window.
• The fault lies with your own internet connection, router or device.
• You experienced incompatibility with hardware or software that Castonex does not support.
• Your account was suspended or terminated for breaching our terms of service.
• You forgot about the subscription or simply did not use it during the paid period.
• Channel availability or content libraries changed during your subscription, as broadcasters add and retire feeds continuously.

4. How to request a refund

1. Email [email protected] with the subject line Refund Request — [your account email].
2. Include the full name on the account, the email address used to order, the date of purchase, a description of the issue (including outage details or duplicate-charge evidence), and the payment reference if you have it.
3. Submit within seven days of the qualifying event.
4. Our team reviews the request and responds within three business days.

5. The introductory plan

Castonex offers a discounted introductory 1-month plan at A$12.99 so that new customers can evaluate the Service at minimal cost before committing to a longer term. We recommend every new subscriber start there. Order it from the checkout page, or see how it compares on the pricing page.

6. How refunds are processed

• Refunds are returned to the original payment method.
• Processing takes 5 to 10 business days after approval, depending on your bank or payment provider.
• Castonex is not responsible for delays caused by financial institutions.

7. Chargebacks

Please contact us at [email protected] before initiating a chargeback with your bank or payment provider. Unauthorised chargebacks may result in immediate account suspension and will be disputed. Where a chargeback is found to be fraudulent, Castonex reserves the right to pursue recovery through appropriate legal channels.

8. Changes to this policy

We may modify this policy at any time. Changes are published at https://castonex.com/refund.html with a revised "Last updated" date. Continued use of the Service after a change constitutes acceptance.

9. Contact

Email: [email protected]
Website: https://castonex.com
Post: Level 12, 200 Queen Street, Melbourne VIC 3000, Australia

We aim to respond to every enquiry within 24 hours. Common questions are already answered in the FAQ.