Refund Policy

Effective Date: January 1, 2025

30-Day Money Back Guarantee: We stand behind our services with a 30-day money back guarantee for new residential customers.

1. Eligibility for Refunds

Refunds may be available under the following circumstances:

New Customer Guarantee: First-time residential customers can cancel within 30 days for a full refund
Service Unavailability: If we cannot provide service at your location as promised
Installation Issues: If installation cannot be completed due to technical limitations
Service Performance: If service consistently fails to meet advertised specifications
Billing Errors: Charges made in error will be promptly refunded

2. 30-Day Money Back Guarantee

Our 30-day money back guarantee includes:

Full refund of monthly service charges for the first month
Waiver of installation fees (if applicable)
No early termination fees for cancellation within 30 days
Applies to new residential customers only
Business accounts may have different terms

3. Refund Process

To request a refund:

Contact Customer Service: Call our support team to initiate the refund process
Account Verification: Provide account information and reason for refund request
Equipment Return: All equipment must be returned in good condition
Processing Time: Refunds are processed within 7-10 business days
Refund Method: Refunds are issued to the original payment method

4. Non-Refundable Charges

The following charges are typically non-refundable:

Service calls requested by customer for non-service issues
Charges for damaged or unreturned equipment
Third-party service charges and taxes
Premium content and pay-per-view purchases
Directory assistance and international calling charges

5. Pro-Rated Refunds

In certain situations, pro-rated refunds may apply:

Mid-Cycle Cancellation: Unused portion of monthly service may be refunded
Service Downgrades: Price difference may be credited to future bills
Extended Outages: Service credits for qualifying extended outages
Plan Changes: Adjustments made for mid-cycle plan modifications

6. Equipment Return Requirements

Equipment must be returned to receive full refund eligibility:

Return Period: Equipment must be returned within 30 days of cancellation
Condition: Equipment must be in good working condition with normal wear
Original Packaging: Return in original packaging when possible
Return Method: Use prepaid return labels provided by Ziofinspeed
Replacement Costs: Unreturned or damaged equipment will be charged at retail value

7. Service Credits

Service credits may be issued instead of cash refunds for:

Extended service outages lasting more than 4 hours
Scheduled maintenance windows exceeding estimates
Service performance issues verified by our technical team
Billing disputes resolved in customer's favor

8. Promotional Offers and Discounts

Promotional Credits: Promotional discounts may affect refund calculations
Bundle Discounts: Refunds for bundled services calculated proportionally
Contract Terms: Promotional pricing may require minimum service commitment
Early Termination: Promotional benefits may be recaptured upon early cancellation

9. Business Account Refunds

Business accounts have specialized refund terms:

Subject to individual service agreements and contracts
May include different guarantee periods and terms
Service level agreement violations may qualify for credits
Consult your business account manager for specific policies

10. Dispute Resolution

If you disagree with a refund decision:

Escalation: Request supervisor review of refund denial
Documentation: Provide supporting documentation for your claim
Review Process: Allow 5-7 business days for escalated review
Final Appeal: Write to customer relations for final consideration

11. Special Circumstances

Refunds may be considered for special circumstances:

Medical Hardship: Documented medical situations affecting service use
Military Deployment: Active duty military deployment situations
Relocation: Moving to areas where service is not available
Natural Disasters: Service interruptions due to natural disasters

12. Processing Timeline

Refund processing timelines:

Approval: Refund requests reviewed within 2-3 business days
Processing: Approved refunds processed within 7-10 business days
Bank Processing: Additional 3-5 business days for bank processing
Notification: Email confirmation sent when refund is processed

13. Refund Limitations

Refunds limited to charges paid within the last 12 months
Multiple refund requests may be subject to additional review
Refunds cannot exceed total amount paid for services
Tax refunds subject to applicable tax regulations

14. Contact Information

To request a refund or discuss refund eligibility:

Call our customer service team during business hours
Use the customer portal to submit refund requests
Email customer support with refund inquiries
Visit our website for detailed refund request procedures

15. Policy Updates

This refund policy may be updated periodically to reflect changes in our services or regulatory requirements. Material changes will be communicated to customers in advance.

Customer Satisfaction Commitment: At Ziofinspeed, your satisfaction is our priority. We work hard to resolve any service issues and ensure you receive the high-quality experience you expect from our cutting-edge technology.

Last Updated: January 1, 2025