Kelly
Very Poor Experience – High Latency, Bad Encoding, and Surprise Billing
We tried using DaCast for about a year in Paraguay, but the latency was consistently very high, and the encoding performance was unreliable. Despite several attempts to make it work, the quality just wasn’t up to standard. Eventually, we had to set up our own servers for stream encoding and switched to another provider for passthrough. Shortly after switching, we were unexpectedly charged for another full year. I contacted support immediately, arguing that we were not made aware of any automatic renewal for an annual subscription — especially since we were not actively using the service. However, DaCast refused to refund the charge, stating that all their subscriptions are auto-renewed by default. Overall, it has been a very disappointing experience both technically and in terms of customer service. I would strongly caution others to be careful with their subscription terms and monitor billing closely. We won’t be using DaCast again.
Response from DacastMar 12, 2026
Hi Kelly, Thank you for taking the time to share your feedback. We’re sorry to hear that your experience did not meet your expectations. After reviewing your account, we would like to clarify a few points regarding the billing concern. Our records show that your subscription renewed on July 8, and your request to cancel and inquire about the charge was received on July 9, after the renewal had already been processed. All Dacast plans are subscription-based and automatically renew at the end of the billing cycle (whether monthly or yearly) unless they are cancelled beforehand. When subscribing, customers are asked to review and accept our Terms of Service, which explain this renewal process and our refund policy as stated in these terms: “No refunds or credit will be issued if you or we terminate your subscription in accordance with these terms, unless (a) a general network outage or problem prevents you from using your account for a period of at least seventy-two (72) hours, or (b) otherwise agreed to by Dacast in advance.” Because the request was made after the renewal and outside the conditions outlined above, the cancellation and billing were processed in accordance with these terms. That said, we fully understand that unexpected charges can be frustrating, and we regret that the platform’s performance — particularly latency and encoding — did not meet your needs during your time with us. Our team continuously works to improve streaming performance globally, and feedback like yours is important to us. If you would like us to review the technical issues you experienced in Paraguay or discuss your case further, we would still be happy to do so. Please feel free to contact our support team with your account details so we can assist further. Kind regards