Refund Policy

1. 30-Day Satisfaction Guarantee

At EQF Solutions, we stand behind the quality of our services. We offer a 30-day satisfaction guarantee for new residential customers.

Guarantee Coverage

• Full refund of monthly service charges paid
• Refund of installation fees (if applicable)
• No early termination fees during the guarantee period
• Applies to your first month of service only

Guarantee Conditions

• Request must be made within 30 days of service activation
• Equipment must be returned in good condition
• Available for new customers only (not applicable to service changes)
• Does not apply to third-party charges or taxes

2. Service Interruption Credits

We provide service credits for qualifying service interruptions.

Eligible Interruptions

• Outages lasting more than 4 consecutive hours
• Significant speed reductions below 50% of plan speed
• Service issues caused by our equipment or network
• Scheduled maintenance affecting service

Credit Calculation

• Credits are calculated based on the daily service rate
• Automatic credits for outages over 24 hours
• Manual credits available upon request for shorter interruptions
• Credits appear on your next billing statement

3. Installation and Service Fees

Our refund policy covers various fees associated with service setup and changes.

Installation Fee Refunds

• Full refund if installation cannot be completed due to technical issues
• Refund available within 30-day satisfaction guarantee period
• No refund for customer-caused installation failures
• Rescheduling fees are non-refundable

Service Change Fees

• Service upgrade fees are generally non-refundable
• Downgrade fees may be refunded if requested within 14 days
• Equipment exchange fees follow equipment policy

4. Equipment Charges and Returns

Equipment-related charges are subject to specific refund conditions.

Equipment Purchase

• Purchased equipment may be returned within 30 days
• Equipment must be in original condition with all accessories
• Restocking fees may apply to opened or used equipment
• Shipping costs are non-refundable

Equipment Damage Fees

• Damage fees are assessed based on actual repair/replacement costs
• Normal wear and tear is not charged
• Appeals process available for disputed charges

5. Early Termination Fees

Contract customers may be subject to early termination fees with limited refund options.

Contract Terms

• Early termination fees apply to contract violations
• Fees may be waived for moves to non-serviceable areas
• Military deployment exemptions available
• Death of account holder results in contract cancellation

6. Promotional and Discount Refunds

Special offers and promotional pricing have specific refund terms.

Promotional Credits

• Promotional credits are applied as specified in the offer
• Early termination may forfeit remaining promotional credits
• Service downgrades may affect promotional pricing
• Credits cannot be transferred between accounts

7. Refund Processing

We process approved refunds promptly and efficiently.

Processing Timeline

• Service credits appear on next billing statement
• Cash refunds processed within 7-10 business days
• Credit card refunds may take 1-2 billing cycles
• Bank transfers processed within 5 business days

Refund Methods

• Refunds issued to original payment method when possible
• Check payments available if original method unavailable
• Account credits can be applied to future services

8. Dispute Resolution

We are committed to resolving refund disputes fairly and quickly.

Dispute Process

• Contact customer service to discuss the issue
• Supervisor review available for complex cases
• Written appeals process for denied requests
• Third-party mediation available if needed

9. Exceptions and Limitations

Certain charges and fees are not eligible for refund.

Non-Refundable Items

• Taxes and government fees
• Third-party service charges
• Usage-based charges for exceeded limits
• Services provided before cancellation request
• Late payment and collection fees

10. How to Request a Refund

To request a refund or service credit, contact our customer service team.

Required Information

• Account number and service address
• Reason for refund request
• Dates of service issues (if applicable)
• Preferred refund method