1. Service Satisfaction Guarantee
At Optinetts, we stand behind the quality of our services. We offer a 30-day satisfaction guarantee for new customers to ensure you're completely satisfied with your internet and cable services.
2. Eligibility for Refunds
You may be eligible for a refund under the following circumstances:
- Service cancellation within 30 days of initial installation
- Significant service outages or performance issues that cannot be resolved
- Billing errors or unauthorized charges
- Failure to provide services as described in your service agreement
3. 30-Day Money Back Guarantee
New residential customers can cancel their service within 30 days of installation and receive a full refund of:
- Monthly service charges paid in advance
- Installation fees (if applicable)
- Activation fees
Note: Equipment must be returned in good condition within 10 days of cancellation.
4. Prorated Refunds
In certain situations, we may provide prorated refunds for unused service periods:
- Extended service outages lasting more than 24 hours
- Service downgrade or plan changes
- Relocation to areas where we cannot provide service
5. Non-Refundable Items
The following charges are generally non-refundable:
- Service calls for customer-caused issues
- Equipment replacement due to damage or loss
- Third-party services or premium channels
- Early termination fees (except during 30-day guarantee period)
6. Equipment Return Policy
All Optinetts equipment must be returned within 10 days of service cancellation:
- Modems and routers
- Cable boxes and DVRs
- Remote controls and power cords
- Installation accessories
Failure to return equipment will result in equipment charges on your final bill.
7. Refund Process
To request a refund:
- Contact customer service at 1-800-OPTINETTS
- Provide your account information and reason for refund request
- Schedule equipment pickup (if applicable)
- Receive confirmation of refund processing
8. Processing Time
Refunds are typically processed within:
- 5-7 business days for credit card refunds
- 7-10 business days for bank transfers
- 10-14 business days for check refunds
9. Business Accounts
Business accounts may have different refund terms based on their service agreement. Please review your business contract or contact our business support team for specific terms.
10. Billing Disputes
If you believe there's an error on your bill:
- Contact us within 60 days of the billing date
- We will investigate and resolve the dispute promptly
- Credits or refunds will be applied for confirmed billing errors
11. Service Credits
For qualifying service interruptions, we may provide service credits instead of cash refunds. Credits will be applied to your next monthly bill.
12. Contact Information
For refund requests or questions about this policy, contact us at: