Refund & Cancellation Policy

1. Why most purchases are final

A film unlocks on your device the moment payment clears, so there is nothing to return or cancel. For that reason a purchase is not refundable simply because you changed your mind, bought the wrong film, or watched it already.

2. When we do refund

We refund or restore access, at your choice, when the fault is on our side:

You were charged but the film never unlocked.

The payment was taken twice for the same film — the duplicate is always refunded.

The film will not play on a device that meets the normal requirements, and we cannot fix it.

The film is removed from the catalogue while you still hold it and we cannot give you an equivalent.

A payment you did not authorise reaches your account — we refund it and investigate.

3. When we do not refund

A film that played normally; a purchase you no longer want; a device you locked yourself out of after approving the device change; a breach of our Terms that led to suspension; or a slow internet connection on your side.

4. Free films

Films marked free cost nothing to watch and carry no charge to refund.

5. How to ask

Email coscafilms@gmail.com with your account email, the film name, the date, and the Lenco or transaction reference if you have one. Tell us which outcome you want: a refund, or the film restored. We reply within 2 working days.

6. How refunds are paid back

Refunds go back the way the money came — to your mobile money wallet or the card you paid with — through Lenco. Mobile money refunds usually land within 1 to 7 working days; card refunds can take up to 10 working days depending on your bank. We do not charge a fee to refund you.

7. Device changes

Moving your library to a new phone is free and does not affect what you have paid for. Ask from the Account page and the Studio team will approve it.

8. Closing your account

You may close your account at any time from the Account page or at coscafilms.online/delete-account. Closing the account removes your films, so it is not a refund — if you have an unresolved problem with a purchase, raise it with us before you delete.

9. Disputes

If we cannot settle a refund directly, you may raise the charge with your mobile money provider or card issuer. We will cooperate with that process and give them the transaction record.