1. Free 24-Hour Trial First
We strongly encourage every potential subscriber to take advantage of our Free 24-Hour Trial prior to purchasing a long-term plan. The trial allows you to test channel compatibility, device performance, and streaming quality on your own network with zero risk.
2. 7-Day Money-Back Guarantee
If you purchase a subscription and encounter persistent technical issues that our technical support team cannot resolve within 7 days of purchase, you are eligible for a full refund or subscription replacement.
3. Conditions for Refund Eligibility
- The refund request is submitted within 7 calendar days from the initial transaction date.
- You have contacted our technical support team to attempt troubleshooting the issue (e.g. app settings, server routing, or playlist format).
- Your internet connection meets the minimum recommended threshold (15 Mbps for HD, 30 Mbps for 4K).
4. Non-Refundable Scenarios
- Refund requests submitted after the 7-day guarantee window has expired.
- Buffering or connection failures caused by local ISP throttling where the user declines to use a compatible VPN.
- Accidental purchases or change of mind after credentials have been generated and actively utilized.
- Accounts suspended due to violations of our Fair Usage policy (e.g. exceeding simultaneous connection limits or restreaming).
5. How to Request a Refund
To initiate a refund request, message our support team on WhatsApp or send an email to support.primecast@gmail.com including:
- Your Order ID / Transaction Reference
- The email or WhatsApp number used during checkout
- A brief description of the technical issue encountered
Approved refunds will be processed back to your original payment method within 3 to 7 business days.