Return & Refund Policy

1. Service Cancellation Policy

BroadFiber Network offers flexible service cancellation with the following terms:

• • 30 days written notice required for service cancellation
• • No cancellation fees for standard residential plans
• • Early termination fees may apply to business contracts
• • Equipment must be returned in good condition

2. Refund Eligibility

You may be eligible for a refund in the following situations:

Installation Refunds:

• • Full refund if installation cannot be completed due to our inability
• • Partial refund for installation fees if service is cancelled within 7 days
• • No refund for completed installations where service has been used

Service Refunds:

• • Pro-rated refund for unused service periods
• • Full refund for billing errors or unauthorized charges
• • Refund for extended service outages (see Service Level Agreement)

Equipment Refunds:

• • Full refund for defective equipment within 30 days
• • Restocking fee may apply for returned equipment
• • No refund for damaged or lost equipment

3. Refund Processing

Refunds are processed according to the following guidelines:

• • Refund requests must be submitted in writing
• • Processing time: 5-10 business days after approval
• • Refunds issued to original payment method
• • Credit card refunds may take additional 3-5 business days
• • Account credits processed immediately

4. Service Level Agreement (SLA)

BroadFiber Network guarantees 99.9% network uptime. Refund terms for service outages:

• • Service credits for outages exceeding SLA
• • 1 day credit for every 24 hours of continuous outage
• • Maximum 30 days credit per billing cycle
• • Credits applied to next billing statement

5. Billing Disputes

For billing disputes or unauthorized charges:

• • Contact customer service within 60 days of charge
• • Provide account details and dispute explanation
• • Investigation completed within 10 business days
• • Full refund for confirmed billing errors

6. Special Circumstances

Refunds may be considered for special circumstances including:

• • Extended relocations requiring service disconnection
• • Medical emergencies affecting service usage
• • Military deployment or extended travel
• • Natural disasters or area-wide outages

Special circumstances are reviewed on a case-by-case basis.

7. Non-Refundable Items

The following are generally not eligible for refunds:

• • Partial month service usage
• • Installation fees after service activation
• • Equipment shipping and handling fees
• • Third-party service charges
• • Late payment fees and administrative charges

8. Return Process

To return equipment or request a refund:

1. Contact customer service to initiate return process
2. Receive return authorization and shipping label
3. Package equipment securely with all accessories
4. Ship using provided prepaid label
5. Refund processed upon receipt and inspection

9. Contact Information

For refund requests or questions about this policy: