Refund Policy

Last updated: October 30, 2026

At LustWatch, we want you to be satisfied with your purchase. This Refund Policy explains when refunds are available for subscriptions, rentals, and purchases, and how to request one.

1. General Principle

Because LustWatch delivers digital content that cannot be "returned," refunds are limited. Your rights are governed by the Uganda Consumer Protection Act and applicable East African consumer laws. If you believe you were charged in error or did not receive what you paid for, we will investigate and issue a refund where we are at fault.

2. Subscriptions

Subscription payments are not refundable once the subscription period has begun. This includes:

• Partial refunds for unused days in a subscription period.
• Refunds because you changed your mind after subscribing.
• Refunds because you forgot to cancel before renewal (note: LustWatch does not currently auto-renew — every payment is manual).

Exception: If a subscription is charged twice due to a payment gateway error, we will refund the duplicate charge in full.

3. Rentals

Rental refunds are available only under these conditions:

• You have not pressed play on the rented movie yet.
• The rental period has not yet started (rentals begin at first playback).
• You request the refund within 24 hours of the purchase.

Once you have started watching a rental, it is not refundable. If the movie fails to play due to a technical fault on our side, we will refund the rental or re-issue a free rental of the same title — your choice.

4. Purchases

Digital purchases are refundable under the following conditions:

• You request the refund within 24 hours of purchase.
• You have not started playing the movie.
• The refund is the first refund on your account for that title.

If you have already started watching a purchased movie, it is not refundable, except:

• If the movie was incorrectly labelled (wrong title, wrong language, wrong translator), we will refund it and let you keep access.
• If the movie becomes permanently unavailable on LustWatch within 30 days of your purchase and we cannot restore it, we will issue a proportional refund.

5. Technical Failures

If you cannot watch content you paid for due to a technical issue on our side, you are entitled to:

• A full refund, or
• A free replacement rental of the same title, or
• An extension of your subscription if the issue affected subscription access.

You choose which option you prefer. Technical failures include server outages, Mux playback errors, and corrupted video files — but not your own internet connection issues.

6. Fraudulent or Unauthorized Payments

If your account was charged without your authorization (e.g., your phone was stolen, or someone accessed your account), contact us immediately. We will:

• Freeze your account to prevent further charges.
• Investigate the transaction.
• Refund unauthorized payments if the investigation confirms fraud.

You may also need to contact your mobile money provider (MTN or Airtel) to dispute the charge on their end.

7. How to Request a Refund

To request a refund, contact us with the following information:

• Your account username.
• The order reference (format: SUB-XXXXXXXX, RENT-XXXXXXXX, or BUY-XXXXXXXX).
• The phone number used for payment.
• The reason for the refund request.

Contact us via:

• WhatsApp: +256 747 332062 (fastest response)
• Email: refunds@lustnight.com

8. Processing Time

Refund requests are reviewed within 2 business days. If approved:

• MTN Mobile Money: refunds are processed to the same phone number within 3–5 business days.
• Airtel Money: refunds are processed within 3–7 business days.

Processing times are determined by your mobile money provider, not by LustWatch. We will send you a confirmation once the refund is initiated.

9. What We Do Not Refund

• Refunds due to your own internet connectivity problems.
• Refunds because you no longer like the movie you watched.
• Refunds because the movie was available elsewhere for free.
• Refunds for purchases older than 24 hours (unless covered by Sections 4 or 5).
• Refunds for content that has been screen-recorded or redistributed.

10. Chargebacks

If you initiate a chargeback with your mobile money provider instead of contacting us first, your account may be suspended pending investigation. We strongly prefer to resolve issues directly. Contact us first — we almost always find a fair solution.

11. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be announced via email or in-app notice. The "Last updated" date at the top always reflects the current version.

12. Contact

For all refund-related questions:

• WhatsApp: +256 747 332062
• Email: refunds@lustnight.com