Cancellations and Refunds

Payment isn't the same as activation

When you subscribe to a pack, payment is the first step, not the last. There may be a processing period between payment and the service actually becoming available, during which your subscription is paid but still pending activation.

Until activation is confirmed, your subscription remains in a pending-activation state ("PENDING_PROVISIONING"): paid, but not yet available for use. We never treat this state as equivalent to an activated service, even once payment has been confirmed.

Cancelling before activation

If you request cancellation before the service is activated, your request will be assessed according to the status of the order and the rights set out under applicable law.

Activation failure

If an activation failure occurs after payment, the request remains pending until it is resolved. Where activation cannot be completed, the appropriate solution will be applied to the case, including a refund where due.

After activation

Once the service has been activated and made available, payments are no longer voluntarily refundable, except where a refund is required by applicable law. This rule exists to prevent using the service and then requesting a refund solely because you have already used the subscription, without prejudice to the legal rights set out in this policy.

We do not promise a refund for a change of mind, partial use of the subscription, expectations about a specific channel, content, event, or title, or issues attributable to your own equipment or software, without prejudice to any applicable legal rights you have as a consumer.

We also do not guarantee the permanent availability of any specific channels, content, events, or titles throughout the subscription.

Commercial policy and mandatory legal rights

The no-refund-after-activation rule described above is ASTERON's voluntary commercial policy. Nothing in this policy replaces, removes, or limits any refund, termination, or warranty rights that applicable law mandatorily grants to consumers; in those cases, applicable law always prevails.

Right of withdrawal and digital content

In distance contracts with consumers, the law may grant a right of withdrawal, typically 14 days, without needing to give a reason. That right may, however, not apply, or end early, where the consumer has expressly consented to the supply of digital content starting before that period ends and has acknowledged, at that point, the resulting loss of the right of withdrawal.

For as long as ASTERON's purchase process does not formally collect that explicit consent and acknowledgement, the applicable statutory right of withdrawal remains in place under the general terms of the law, with no additional restriction on our part.

How to request a cancellation or refund

For any question about these pages, contact us on Telegram: @asteron_support.

Please tell us which pack you subscribed to and the payment date, so we can handle your request faster.

Changes to this policy

We may update this policy from time to time. The version in force is always the one published on the site, together with its update date.