Refund Policy

Last Updated: 30/10/2025

 

We want you to be completely satisfied with our service. If something isn’t right, we’re here to help.

 

1. Service Issues

If you're not happy with a service, please contact us within 7 days. We’ll review your concerns and may offer a re-service or partial refund if appropriate.

 

2. Cancellations

Business users - 24+ hours notice: No charge. Less than 24 hours notice: May incur a fee (typically 25% of the service fee).

Home users and sole traders - Typically no charge. If CastleTech is unable to return parts for a service such as hardware repair etc, the customer may still be charged for the cost of parts.

 

3. Monthly Plans

Tech Support Lite: Plan can be cancelled anytime. No refunds are issued for unused time within the final month.

 

4. Hardware & Parts

If we supply hardware or parts, refunds are only available for unopened items in original condition, within 14 days. Any parts should be returned to CastleTech as soon as possible, to avoid loss of a refund or ineligibility to return to the original supplier.