Question 1

Why does my statement show a charge from “CASTLETOWN” instead of the store I visited?

Accepted Answer

Some retailers, kiosks or services within Castletown may process card transactions under a central or group merchant ID that appears simply as “CASTLETOWN” or “CASTLETOWN TOWNSVILLE” on your statement. This is more common for pop‑up stalls, smaller specialty retailers or centre-run services like gift cards or promotions. Check the transaction date and amount and compare it with any purchases you made at the centre around that time to identify the specific store.

Question 2

What are common amounts I might see from Castletown charges?

Accepted Answer

Common Castletown-related charges can range from small amounts (AUD $5–$30) for food court or kiosk purchases, through to larger amounts (AUD $50–$300+) for supermarket, department store or multi-item retail purchases. Gift card purchases are often in round amounts (e.g., $20, $50, $100), while some services such as health, beauty or memberships based in the centre may bill recurring monthly amounts. Always compare the amount to what you recall spending at the centre on that day.

Question 3

Could this Castletown charge be a temporary authorisation or hold?

Accepted Answer

Yes. Some retailers or service providers within Castletown, such as beauty salons, booking-based services or higher-value retailers, may place a temporary authorisation on your card to confirm available funds. These often appear as pending charges and may differ slightly from the final amount. Authorisation holds should drop off or be replaced by the actual final transaction within a few business days; if a pending hold remains or duplicates appear, contact the individual store and your bank.

Question 4

How do I cancel a recurring payment linked to a business inside Castletown (e.g., gym, beauty membership)?

Accepted Answer

Recurring payments are managed by the individual tenant, not by Castletown shopping centre itself. To cancel, you’ll need to contact the specific business (such as a gym, health clinic or subscription-based service) and follow their cancellation policy, which may require written notice or completion of a form. Check your original contract or welcome email for cancellation terms and minimum commitment periods, and keep confirmation of your cancellation request for your records.

Question 5

How can I get a refund for a purchase made at Castletown?

Accepted Answer

Refunds are handled by the individual store or service provider where you made the purchase, in line with their policy and Australian Consumer Law. Locate your receipt or proof of purchase and contact the retailer directly—either by visiting the store in person or using contact details from their website or the Castletown store directory. For centre-branded gift cards or promotions, refer to the terms provided at purchase or on castletown.com.au, or contact Centre Management for guidance. If you believe a charge is fraudulent and the store cannot help, contact your bank to dispute the transaction.

Question 6

How do I contact Castletown about a charge I don’t recognise?

Accepted Answer

Visit castletown.com.au and navigate to the ‘Contact’ or ‘Centre Management’ section for current phone numbers and an email/contact form. Provide the transaction date, exact amount, the name that appears on your statement and the last four digits of your card so they can help you narrow down which tenant or service processed the charge. You can also visit the Centre Management office during trading hours for in-person assistance; they can often identify whether the charge relates to a centre-managed product like gift cards or parking (if applicable).

Question 7

I bought a Castletown gift card—how will that appear on my bank statement, and can it be recharged?

Accepted Answer

A Castletown-branded gift card purchase typically appears as a charge from “CASTLETOWN” or a similar descriptor, often in a clean round amount such as $20, $50, $100 or $200. These gift cards are usually pre-loaded products and cannot be ‘recharged’ with additional value once issued; any extra payments at stores using the card would simply show as separate card transactions. If you’re unsure whether a mystery charge is a gift card purchase, check whether you or a family member recently bought a gift card at the centre or online, and refer to any confirmation email or receipt.

Question 8

The Castletown charge doesn’t match any of my receipts—what should I do next?

Accepted Answer

First, verify the full transaction details in your online banking, including date, time (if shown), amount and whether it’s marked as pending or completed. Think about any recent visits to Castletown, including quick stops at ATMs, kiosks, food court or service providers where you might not have taken a printed receipt. If you still can’t match it, contact your bank to ask for any additional transaction information, then reach out to the suspected retailer or Castletown Centre Management with those details. If neither can identify the charge and you suspect fraud, request that your bank investigate and potentially block or reissue your card.

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