All purchases are entitled to a 14 day refund policy.
Depending on the reason, your refund amount may be reduced by any costs incurred.
You can request a refund by opening a ticket here or emailing us at [email protected]
Standard refund processing time is 1 business day. When your refund is issued, please allow 3 - 4 business days for the refund to be processed by your bank.
Changed your mind?
If you have changed your mind about requiring a service, your refund will be reduced by the following:
Cost of payment processing.
Cost of service used.
Cost of any out-of-plan traffic used (rate listed on your plan).
Chose the wrong service?
We can help!
You can either upgrade or downgrade the service in your account dashboard (Click services > click into your service > click upgrade).
Alternatively you can contact us and we will get you switched over - Open a ticket here.
You will be either refunded or charged the difference, depending on the value difference between plan or service.
If you want to cancel without switching, your refund will be reduced by the following:
Cost of payment processing.
Cost of service used.
Cost of any out-of-plan traffic used (rate listed on your plan).
Cancelling a multi-month billing cycle
If the reason for cancelling is mentioned above or you are moving provider in the middle of your billing cycle, here is how termination billing works:
For cancelations at the end of your billing cycle - There is no fee, you can cancel your next billing cycle at any time. Your service will be unaffected and will be live until the end of the billing cycle.
For immediate cancelations with 3 months or more left in your billing cycle - You can be refunded for the remaining months left in your billing cycle, excluding the current calendar month. You will be charged a 20% fee which will be deducted from the total refund amount.
Example:
Service started January 1st.
Service cancelled June 15th of the same year.
For this you would be refunded for July to December with a deduction of 20% of the total refund.
For immediate cancelations with 2 months or less in your billing cycle - You can be refunded for the remaining month(s) left in your billing cycle, excluding the current calendar month. You will be charged a 5% fee which will be deducted from the total refund amount.
Broadband and VOIP services
Broadband and VOIP services do not abide by our standard refund policy, these services are provided on contract listed, the length of your contract is stated in your quote / invoice.
Cancelling early is possible, we offer a contract buyout. The cost of the contract buyout depends on the products in your plan and remaining length of your contract. Please contract support to find out more about cancelling your contract.
When your contract has finished and you are on our rolling monthly billing, you can cancel anytime by contacting support. We will work with your new provider to hand over the services as quick and hassle free as possible.
Minimum commitment periods
Some of our services have a minimum commitment period. Usually it is 12 or 24 months. This will be stated in your service overview, Quote or invoice. For services with this minimum commitment, we can only cancel your billing after your minimum commitment period ends or in the form of a buyout.
The buyout with minimum commitment periods is your monthly payment, multiplied by your minimum commitment period, reduced by the payments made in your plan.
Undelivered or unsatisfactory service?
If your service is not delivered within the advertised time frame and the reasons for this delay are due to our mistakes or errors, you will be provided a full refund (your service will be cancelled) or discount for the remainder of your billing cycle, along with an apology.
If the service is delivered but missing features, they are not accessible or do not work as described, you will be provided a full refund (your service or the additional feature will be cancelled) or discount for either the full service or the additional feature for the current billing cycle.
For multi-month billing cycles, you will be refunded (your service or additional feature will be cancelled) or discounted on the remaining amount of your billing cycle along with the current calendar month.
Example:
Service purchased in January.
Issues occur at the end of March.
You will be refunded for the whole month of March along with the rest of the billing cycle. Refund amount is calculated with the following formula -
Total service or feature cost/Length of plan = Monthly price
Monthly price x Months left in billing cycle + Current month price = Total Refund
The refund policy does not include our uptime guarantee. Any uptime-related issues fall under the Uptime Guarantee Policy, which still may still qualify you for a full refund.
(Please review our uptime guarantee here)