Last updated: April 2025

1. Overview

At Bitfiber , we are committed to providing excellent internet services and ensuring customer satisfaction. This Refund and Cancellation Policy outlines the terms and conditions under which refunds may be issued for our services.

This policy applies to all Bitfiber internet services, including broadband plans, IPTV, OTT, landline, and related telecommunications services.

2. Cancellation of Service

Customers may cancel their Bitfiber subscription at any time by providing a written request through any of the following channels:

• Email: [email protected]
• Phone: +91 9312-166-166
• In-person at our office: E-146, 1st Floor, Sector-63, Noida, UP-201301

A minimum of 30 days' notice is required for cancellation. The service will remain active until the end of the current billing period or notice period, whichever is later.

3. Refund Eligibility

Refunds may be issued under the following circumstances:

• Service Not Activated: If the service has not been activated within 7 working days of payment, a full refund will be issued.
• Service Downtime: If the service experiences prolonged downtime (more than 72 consecutive hours) due to issues on Bitfiber's end, a pro-rata refund or credit will be applied for the affected period.
• Advance Payment: If you have made advance payment for multiple months and wish to cancel, the unused portion (calculated on a pro-rata basis) will be refunded after deducting any applicable charges.
• Security Deposit: The security deposit will be refunded after deducting any outstanding dues and charges for damaged or unreturned equipment.
• Duplicate Payment: In case of duplicate or excess payment, the extra amount will be refunded in full.

4. Non-Refundable Charges

The following charges are non-refundable:

• Installation and activation charges
• Service charges for the period during which the service was active and used
• Any applicable taxes already remitted to the government
• Charges for damaged or lost equipment
• One-time setup fees

5. Refund Process

To initiate a refund, please follow these steps:

• Step 1: Contact our customer support team via email ([email protected]) or phone (+91 9312-166-166) with your account details and reason for refund.
• Step 2: Our team will review your request and verify eligibility within 3-5 working days.
• Step 3: If approved, the refund will be processed to your original payment method.
• Step 4: Return any Bitfiber equipment in good working condition (if applicable).

6. Refund Timeline

Refund Type	Processing Time	Credit Timeline
Service Not Activated	3-5 working days	5-7 working days
Advance Payment (Pro-rata)	5-7 working days	7-10 working days
Security Deposit	7-10 working days after equipment return	10-15 working days
Duplicate Payment	3-5 working days	5-7 working days
Service Downtime Credit	Automatic	Next billing cycle

Please note that the actual credit to your account may take additional time depending on your bank or payment provider.

7. Refund Method

Refunds will be processed through the original payment method used for the transaction. If the original payment method is no longer available, the refund will be issued via NEFT/RTGS to the customer's bank account upon submission of bank details.

8. Equipment Return

Upon cancellation of service, all Bitfiber-provided equipment (ONT, router, set-top box, etc.) must be returned within 15 days. Failure to return equipment within this period may result in deduction of the equipment cost from the security deposit or additional charges.

9. Cooling-Off Period

New customers are entitled to a 7-day cooling-off period from the date of service activation. If you are not satisfied with the service during this period, you may cancel and receive a full refund of the subscription amount (installation charges are non-refundable).

10. Disputes

If you disagree with a refund decision, you may escalate the matter by writing to [email protected] with the subject line "Refund Dispute - [Your Account ID]". Our grievance team will review and respond within 7 working days.

11. Changes to This Policy

Bitfiber reserves the right to modify this Refund and Cancellation Policy at any time. Changes will be communicated via email or posted on our website. The updated policy will apply to all future transactions.

12. Contact Us

For any questions or concerns regarding refunds and cancellations, please reach out to us:

• Company: Bitfiber
• Address: E-146, 1st Floor, Sector-63, Noida, UP-201301, India
• Phone: +91 9312-166-166
• Email: [email protected]
• Website: www.bitfiber.in
• Support Hours: 24/7