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Recast User Refund Policy 

Effective date: 09 July 2025. For previous terms click here.

Consumer rights to refunds for purchased Recast Credits

If you are a “consumer” (within the meaning of applicable UK consumer law) and you purchase Recast Credits on the Platform, you are entitled to a statutory 14 day window starting on the date you purchased the Recast Credits (the “Cooling-Off Period”) during which time you may cancel your purchase of any of those purchased Recast Credits that you have not used, and you can claim a refund in respect of them. 

You agree that you will be able to start using the Recast Credits you have purchased during the Cooling-Off Period.

If you do use any of those purchased Recast Credits during the Cooling-Off Period (for example by redeeming them to access content or digital items or Access passes or anything else via the Platform you will lose your right to a refund in respect of them (subject to the “Return of Recast Credits for Unsatisfactory Items” section below).

There is no right to a refund in respect of any Recast Credits you have “earned” on the Platform in accordance with our Rewards Policy and you cannot cash these out.

If, during the relevant Cooling-Off Period, you would like to request a refund in respect of Recast Credits you have purchased but that you have not yet used/redeemed, please submit a refund request via customerservice@recast.tv and we will reimburse you the full amount of those unused purchased Recast Credits within 14 days of your refund request. We will issue the refund to the same payment card that was used for the purchase transaction. Please note that you must submit your request for a refund before the expiry of the Cooling-Off Period.

When assessing how many “purchased” Recast Credits in your Wallet are unused and eligible for a refund, any “purchased” Recast Credits will deemed to have been used first, followed by “earned” Recast Credits, followed by Credits issued as a bonus for sign up or other behaviour and if you have purchased Recast Credits on more than one occasion (before all previously purchased Recast Credits have been used), the Recast Credits purchased first will be treated as used first.

Rights to a refund on termination by you

If you exercise your right to terminate and delete your Recast User Account under normal circumstances pursuant to clause 7.2 of the General Terms, you will not be entitled to any refund of your Recast Credits (subject to any refund rights you may have pursuant to the “Consumer rights to refunds for purchased Recast Credits” section above or “Return of Recast Credits for Unsatisfactory Items” section below).

However, if you exercise your right to terminate and delete your Recast User Account because we have changed our T&Cs in a manner which is adverse to you (and such change is not in order for us to comply with applicable law or regulation), you may be entitled to a refund of purchased Recast Credits in accordance with applicable consumer law. Please get in touch via customerservice@recast.tv to discuss this with us.

Return of Recast Credits for Unsatisfactory Items 

  1. Access of a single Item 

Where you are a Recast User and you redeem Recast Credits to access a single item via the Platform and your reasonable expectations are not met (for example, because the length or content is not as described, or the quality of a live stream is not of a reasonably satisfactory quality or an digital item is not as described), you may request that the Recast Credits you redeemed on that unsatisfactory Item (the “Unsatisfactory Item”) are returned to your Wallet. You can do this by contacting us via our chat function or by emailing customerservice@recast.tv. 

Where we agree that the Item did not match up to reasonable expectations, it is our policy to honour Unsatisfactory Item requests by returning the Recast Credits which you redeemed for the Unsatisfactory Item (or an appropriate proportion of them) to your Wallet.

You acknowledge that returning or refunding Recast Credits redeemed on Unsatisfactory Item will be at our sole discretion, and any return or refund we do issue will constitute your sole and exclusive remedy in respect of the Unsatisfactory Item. 

  1. Access Passes (Channel Passes) 

Recast Credits redeemed in exchange for an Access Pass are non-refundable, unless you have a statutory right to a refund. 

When purchasing an Access Pass for a particular Brand, it is your responsibility to ensure you fully understand the scope of Brand Content the Access Pass will grant you access to; the duration of the Access Pass you have purchased (i.e. the “Access Pass Period”); and that the Items you want to access using the Access Pass are available in your geographical location.