Refund Policy — KeyCast

Last updated: January 1, 2026

1. General policy — no refunds after activation

All subscription purchases are final once an account has been activated.

Because the service provides immediate access to digital streaming content upon payment, we cannot offer refunds after credentials have been delivered and activated. This is consistent with standard practice for digital subscription services and with applicable consumer protection law in Canada.

We strongly encourage you to start on our CA$10.99 introductory 1-month plan before committing to a longer term (see section 5).

2. Eligible exceptions

2.1 Extended service outage

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

• The outage must be confirmed on our side and attributable to KeyCast infrastructure.
• Outages caused by your internet provider, your device, or third-party applications including IBO Player 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.

• Proof of the duplicate charges, such as a bank or processor statement, may be required.
• Duplicate-charge refunds are processed within 5–10 business days.

3. Non-eligible situations

Refunds are not available where:

• You changed your mind after purchasing.
• You purchased the wrong plan.
• You experienced issues with your own internet connection, router or device.
• You had compatibility issues with hardware or software not supported by KeyCast. Supported devices are listed on our apps and devices page.
• Your account was suspended or terminated for a violation of our terms of service.
• You forgot about your subscription or did not use it during the paid period.
• Channel availability or catalogue contents changed during your subscription.

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 register, the date of purchase, a description of the issue (outage detail or duplicate-charge evidence), and the payment reference if you have it.
3. Submit the request within 7 days of the qualifying event.
4. Our team reviews and responds within 3 business days.

5. Introductory plan

KeyCast offers a discounted introductory 1-month plan at CA$10.99 so you can evaluate the full service at minimal cost before committing to a longer term. Every new subscriber is encouraged to start here.

To order it, use the checkout page or email [email protected]. The complete price ladder is on the pricing page.

6. Refund processing

• Approved refunds return to the original payment method.
• Processing time is 5–10 business days after approval, depending on your bank or payment provider.
• KeyCast is not responsible for delays caused by financial institutions.

7. Chargebacks

Please contact [email protected] before initiating a chargeback with your bank or payment provider. Unauthorised chargebacks may result in immediate account suspension and may be disputed. Where a chargeback is found to be fraudulent or in violation of these terms, KeyCast 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://keycast.ca/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://keycast.ca
Post: KeyCast, 1 King Street West, Suite 1400, Hamilton, ON L8P 1A4, Canada

Our support team aims to respond to every enquiry within 24 hours. Other routes to the desk are listed on the contact page.