Refund & Cancellation Policy

Overview

This Refund and Cancellation Policy explains your rights and our obligations regarding cancellations, refunds, and related procedures for TrueNet Broadband Private Limited ("TrueNet") broadband services.

We are committed to fair and transparent practices. All charges, fees, and refund conditions are communicated to you before installation and activation. If you have any questions about this policy, please contact us before subscribing.

Cancellation by Subscriber

2.1 How to Cancel

You may cancel your TrueNet broadband subscription at any time by contacting us through any of the following channels:

• Phone: +91-9044818730 (Mon–Sat, 9 AM–7 PM IST)
• WhatsApp: +91-9044818730
• Email: support@truenet.site

Please provide your registered name, address, and phone number when requesting cancellation.

2.2 Notice Period

A minimum notice period of 15 days is required for cancellation. Your service will continue to function normally during the notice period. You will be billed for service used during the notice period on a pro-rata basis if applicable.

2.3 Equipment Return

All TrueNet-provided equipment (router, ONT, cables, accessories) must be returned in working condition within 7 days of the service termination date. Equipment can be returned by scheduling a pickup with our team or by dropping it off at our office. Failure to return equipment may result in deduction of equipment replacement cost from your security deposit.

Cooling-Off Period

New subscribers have a 7-day cooling-off period from the date of service activation. If you are dissatisfied with our service within the first 7 days, you may cancel without penalty under the following conditions:

• You will only be charged for the actual days of service used (pro-rata calculation based on your monthly plan rate)
• The installation fee may be partially or fully waived at our discretion, depending on the circumstances
• The security deposit will be refunded in full (subject to equipment return in good condition)

To exercise the cooling-off period, contact us within 7 days of activation with your reason for cancellation.

Refund Policy

4.1 Security Deposit Refund

If a refundable security deposit was collected at the time of installation, it will be refunded within 30 working days after all of the following conditions are met:

• The 15-day notice period has elapsed
• All TrueNet-provided equipment has been returned in working condition
• All outstanding dues (monthly charges, any applicable fees) have been paid

The security deposit refund will be made to the original payment method or via bank transfer to your registered account.

4.2 Advance Payment Refund

If you have paid in advance for a period that extends beyond your cancellation date, the unused portion will be refunded on a pro-rata basis within 30 working days of service termination, subject to any applicable deductions.

4.3 Service Unavailability Refund

If, after you have made an advance payment, we determine that service cannot be provided at your address, the full amount paid will be refunded within 7 working days. No installation charges will apply in this case.

4.4 Non-Refundable Items

The following are generally non-refundable:

• Monthly charges for the current billing cycle where service has been provided
• Installation fees (except in cases of service unavailability or within the cooling-off period)
• Charges for damage to TrueNet equipment caused by misuse or negligence
• GST paid on services rendered

Cancellation by TrueNet

TrueNet reserves the right to terminate or suspend your service in the following circumstances:

• Non-payment of dues beyond 15 days of the due date
• Violation of our Terms of Service or Acceptable Use Policy
• Provision of false or fraudulent information during KYC
• Any activity that poses a risk to our network, infrastructure, or other customers
• Regulatory or legal requirements

In cases of termination by TrueNet due to policy violations, no refund will be provided for the current billing period. Security deposits will be returned after deducting any outstanding dues and equipment-related charges.

In cases of termination by TrueNet for reasons other than policy violations (e.g., network decommissioning in your area), we will provide at least 30 days' advance notice and refund any prepaid amounts on a pro-rata basis.

Refund Process

Refunds are processed as follows:

• Refund requests are acknowledged within 24 hours of receipt
• Eligible refunds are processed within the timelines specified in this policy (7 or 30 working days as applicable)
• Refunds are made to the original payment method where possible, or via NEFT/IMPS bank transfer
• You will receive a confirmation once the refund has been processed

If you have not received your refund within the specified timeline, please contact us at support@truenet.site or call +91-9044818730.

Disputes

If you disagree with any charge or refund decision, please contact us at support@truenet.site within 30 days of the charge or decision. We will review your case and respond within 7 working days.

For formal grievances, you may contact our Grievance Officer at the same email address. We acknowledge all formal complaints within 24 hours and aim to resolve them within 30 days.