Refund & Cancellation Policy

This Refund & Cancellation Policy (“Policy”) applies to all subscription Plans, Coin purchases and any other paid purchases made on Cinestry Flix, a digital streaming service operated by Cinestry Private Limited(“Cinestry”, “we”, “us” or “our”). By completing a purchase on Cinestry Flix, you acknowledge and agree to this Policy, which must be read together with our Terms of Use.

1. Nature of the Service

Cinestry Flix is an on-demand streaming service for full-length movies and web series. Browsing the catalogue is free, and payment arises only in two ways: prepaid, fixed-duration subscription packages (“Plans”, currently sold in 30, 60, 90 and 120-day terms), and prepaid virtual credits (“Coins”), bought in packs and spent to unlock an individual movie or episode. An active Plan plays any title without spending Coins, and some titles are priced at zero Coins and cost nothing at all. In both cases access is delivered electronically and activated immediately upon successful payment — a Plan is consumed progressively over its duration, and Coins are credited to your wallet at once. Because the Service is a digital product that is made available to you instantly, Plans and Coins are generally non-refundable once activated or credited, except in the specific situations described in Section 2 below and where a refund is required by applicable law.

3. Refund Method & Timeline

Approved refunds are processed to the original payment method used for the transaction (the same card, bank account, UPI ID or wallet). We cannot refund to a different instrument, to a third party, or as cash, store credit or Coins. Once approved, refunds are initiated within 2 (two) business days and typically reflect in your account within 5–7 (five to seven) business days, depending on your bank or payment provider’s processing time. We do not charge any fee for a valid refund.

Payments on Cinestry Flix are processed by our payment gateways, PayU, Razorpay and Cashfree, and an approved refund is initiated through the same gateway that collected the original payment.

“Business day” means Monday to Friday, excluding public holidays in Maharashtra, India. The time taken by your bank, card network or payment gateway to post a refund is outside our control; once we have initiated a refund we will, on request, share the gateway’s refund reference so you can trace it with them.

4. How to Request a Refund

To request a refund under Section 2, please contact us within 7 (seven) days of the transaction at contact@cinestry.com, quoting your registered mobile number / email and the transaction reference. We acknowledge every refund request within 48 (forty-eight) hours of receiving it, investigate, and where the request is valid, process the refund within the timeline in Section 3. Any request is resolved within 30 (thirty) days of receipt. If we decline a request we will tell you why.

5. Cancellation

All Plans are one-time, prepaid purchases for a fixed duration — there is no auto-renewal and no recurring charge. Your Plan simply expires automatically at the end of the purchased period, with nothing to cancel and no further amount debited. You are free to choose not to purchase another Plan at any time. As access is granted immediately, a Plan that has been activated cannot be cancelled mid-way for a refund, except in the cases set out in Section 2.

When a Plan expires, movies and episodes you had already unlocked with Coins stay unlocked, any unspent Coins stay in your wallet, and titles priced at zero Coins remain free to watch. Anything else requires a new Plan or enough Coins to unlock it.

6. Coins (prepaid virtual credits)

Coins are a prepaid digital credit usable only inside Cinestry Flix. They are not money, not a deposit, not e-money or any payment instrument, and they carry no cash value outside the Service.

• Delivery. Coins are credited to your wallet immediately on successful payment. Spending Coins on a movie or an episode unlocks it permanently on your account, and the spend is final — an unlocked title cannot be re-locked and the Coins cannot be reclaimed.
• Refunds. Because delivery is instant, a Coin purchase is non-refundable once the Coins are credited, except in the cases in Section 2 (duplicate or erroneous charges, amounts debited without the Coins being credited, verified unauthorised transactions, and refunds required by law). A Coin that has already been spent is not reversible in any event: it has bought you permanent access to that movie or episode, the unlock cannot be undone, and the Coin cannot be returned to your wallet or refunded in money.
• If a Coin refund is approved. The Coins from that purchase are removed from your wallet as part of the refund. Where some of them have already been spent, we refund the unspent portion on a pro-rata basis and the movies and episodes you unlocked with the spent portion remain unlocked; we may instead, at your option, leave the Coins in place and reverse nothing. A refund never removes access to anything you have already unlocked.
• No expiry. Purchased Coins do not expire and remain available while your account is open.
• Bonus Coins. Coins granted free of charge — welcome credits, daily check-in rewards and pack bonuses — are promotional, have no cash value, are never refundable, and are spent before purchased Coins.
• Not transferable. Coins are tied to the account they were credited to and cannot be transferred, sold, gifted, exchanged between accounts, or converted back into money.
• Account closure. If you close your account, or if we suspend or terminate it for breach of our Terms of Use or applicable law, any unspent Coins lapse and are not refunded, except where a refund is required by applicable law.
• Pricing. The Coin price of a movie or an episode and the contents of a Coin pack may change at any time. Changes are not retroactive: Coins already purchased keep their value, and titles already unlocked stay unlocked.

7. Situations Not Eligible for a Refund

Other than the cases in Section 2, refunds are not available. Without limitation, the following are not grounds for a refund:

• you changed your mind, no longer need the subscription or Coins, or are dissatisfied after using the Service;
• partial usage, non-usage or limited usage of the Plan during the purchased period, or unspent Coins sitting in your wallet;
• Coins already spent on unlocking a movie or an episode, or a title unlocked by mistake;
• specific movies, series, episodes, seasons or languages being unavailable, removed, replaced or not meeting your expectations;
• buffering, lower-than-expected quality, subtitle/audio issues or compatibility issues with your device, browser, operating system, network or internet service provider;
• temporary, scheduled or unscheduled service interruptions of reasonable duration;
• suspension or termination of your account by us for breach of our Terms of Use or applicable law;
• loss of access resulting from lost, changed or deactivated phone numbers, email addresses or devices.

8. Chargebacks

If you believe you have been charged incorrectly, please contact us first — we aim to resolve genuine payment issues quickly and fairly under this Policy. Raising a chargeback or payment dispute for a Plan or a Coin purchase that was legitimately delivered and used, without first giving us an opportunity to resolve it, may result in suspension of the affected account pending investigation.

9. Price Changes & Promotions

Plan prices, durations, features and promotional offers may change at any time. Price changes do not apply retroactively to already-purchased Plans, and a later reduction in price does not entitle you to a refund of the difference. Promotional codes and offers are subject to their own terms. Coin pack prices and the Coin price of a movie or an episode are dealt with in Section 6.

10. Statutory Rights

Nothing in this Policy excludes or limits any right that cannot lawfully be excluded or limited under applicable law, including your rights under the Consumer Protection Act, 2019. In the event of any conflict, applicable law prevails.

11. Grievance Redressal

In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, any complaint about a payment, refund, cancellation or your use of the Service may be raised with our Grievance Officer:

We acknowledge every complaint within 48 (forty-eight) hours and resolve it within 30 (thirty) days of receipt. Please quote your registered mobile number or email and the transaction reference so we can locate the payment quickly.

12. Contact Us

For any refund, cancellation or payment query, please contact us at contact@cinestry.com. We reply during business hours, Monday to Friday, 10:00–18:00 IST.

Cinestry Private Limited, B-401, 4th Floor, Richa Industrial Estate, Veera Desai Industrial Estate, Andheri West, Mumbai – 400058, Maharashtra, India.