Refund Policy

When service is refunded, and how a wrong charge is corrected.

Service that was not delivered

Where a line was billed for a period in which it carried no service, and the fault was on our side, the period is credited. We work it out from the fault log on the account, so the subscriber does not have to prove the outage.

Installation that did not complete

If a technician attends and the address turns out not to be serviceable, any installation charge taken is returned in full. A survey that ends in "we cannot reach this address" is our cost, not the customer's.

A charge that is simply wrong

Report it and it is checked against the account. If the charge is not supported by what is on the account, it is reversed. We would rather reverse a charge and look again than argue a subscriber out of a correction.

What is not refunded

Service that was delivered and used, and visits where the reported fault was found to be in the subscriber's own equipment, are not refunded. The technician's reading is left with the customer in that case, so the finding can be checked.

How long it takes

A credit appears on the next invoice. A returned payment follows the route it arrived by, and how quickly it lands is a matter for the bank, not for us.