1. Introduction
SmartSurf Communication is committed to a fair, transparent, and customer-friendly cancellation and refund process. By purchasing, activating, or using our services, you agree to the terms set out in this Cancellation & Refund Policy.
2. Scope
This Policy applies to hotspot subscriptions, residential and business internet services, network installations, customer equipment, and all value-added services provided by SmartSurf Communication.
3. Service Cancellation
Customers may request the cancellation of a service, subscription, or installation by contacting our official support channels and providing the required account details. Cancellation takes effect only after our team confirms and processes the request.
4. Customer-Initiated Cancellations
Auto-renewing subscriptions may be cancelled at any time before the next billing cycle begins. Pending installations may be cancelled before work commences. Services that have already been activated or used may not qualify for a refund.
5. Company-Initiated Cancellations
SmartSurf Communication may cancel a service or close an account in cases of non-payment, fraud, submission of false information, repeated policy violations, security risks, or applicable legal requirements. Refunds in such cases are generally not provided.
6. Refund Eligibility
Refunds may be approved for eligible cases, including:
- Duplicate or multiple payments made for the same service.
- Confirmed billing or charging errors.
- Failure to activate a service that is caused by our fault.
- Installations cancelled before work begins.
- Other exceptional cases approved at our discretion.
7. Non-Refundable Items
The following are generally not refundable:
- Used or expired subscriptions, data passes, and voucher codes.
- Completed installations and delivered equipment.
- Errors made by the customer after activation.
- Services cancelled due to policy violations.
- Interruptions caused by events beyond our control.
8. Refund Requests
To request a refund, customers should provide their full name, registered contact details, proof of payment, transaction reference number, and a clear description of the reason for the request.
9. Review Process
All refund requests are verified against our records, reviewed by the appropriate team, and the customer is notified of the outcome through their registered contact channel.
10. Processing Timeline
Refund requests are generally reviewed within 5–10 business days. Approved refunds are typically processed within 10–15 business days, depending on the payment method and provider involved.
11. Refund Method
Approved refunds are normally issued using the original payment method used for the transaction, or through another approved method where the original method is no longer available.
12. Partial Refunds
Partial refunds may be approved where only part of the service could not be delivered due to our fault. The refund amount is calculated proportionally to the undelivered portion of the service.
13. Failed Payments
Services may be suspended or terminated if payments are reversed, disputed, or remain outstanding. Customers are responsible for resolving any failed or reversed payments through the approved channels.
14. Policy Changes
SmartSurf Communication may update this Cancellation & Refund Policy from time to time to reflect changes in our operational practices or legal obligations. Continued use of our services after updates constitutes acceptance of the revised Policy.
15. Contact Information
If you have any questions, concerns, or requests regarding this Cancellation & Refund Policy, please contact SmartSurf Communication through our official support channels:
SmartSurf Communication Support
16. Acceptance
By purchasing, activating, or using our services, you acknowledge and accept the terms of this Cancellation & Refund Policy.