Refund Policy

1. General Policy

  • Payments made towards broadband services are governed by this Refund Policy.
  • All refunds shall be processed only after verification of the customer’s account and payment records.
  • Refunds, where applicable, shall be credited to the original payment method or the customer’s registered bank account.

2. New Connection Cancellation Before Installation

If a customer cancels the connection request before installation:

  • If installation has not commenced and no installation cost has been incurred by Onecoop Broadband, the amount paid shall be refunded after deducting applicable payment gateway or processing charges (if any).
  • If installation work has already commenced or material has been deployed, actual installation and material costs may be deducted before processing the refund.

3. Connection Not Feasible

If Onecoop Broadband is unable to provide service due to technical or feasibility reasons:

  • The customer shall receive a full refund of any advance rental or activation amount collected.
  • Any refundable security deposit shall also be refunded.
  • Refunds shall normally be processed within 7–15 working days after cancellation approval. This aligns with common industry practice.

4. Advanced Rental Plans

  • Any advance rental plans once activated, advance rental amounts are non-refundable if the customer voluntarily disconnects the service before completion of the committed period.

5. Monthly Plans

  • Monthly rental charges already billed or paid are non-refundable after activation.
  • Billing stops only after the disconnection request is approved and the connection is formally closed.

6. Installation Charges

Installation charges cover activities including:

  • Fiber deployment
  • Router installation
  • Configuration
  • Testing
  • Labour and logistics

These charges are non-refundable once installation has been completed.

7. Security Deposit (Router/ONU/ONT/Equipment)

Where Onecoop Broadband provides equipment against a refundable security deposit:

The security deposit shall be refunded subject to the following conditions:

  • The service has been disconnected through the official process.
  • All equipment supplied by Onecoop Broadband has been returned.
  • Equipment is in normal working condition, allowing for reasonable wear and tear.
  • There are no outstanding dues.

Onecoop Broadband reserves the right to deduct:

  • Cost of damaged equipment
  • Missing accessories
  • Outstanding bills
  • Repair or replacement charges, where applicable

8. Equipment Ownership

Unless specifically sold to the customer:

  • Routers
  • ONUs/ONTs
  • Power adapters
  • Optical receivers
  • Other customer premises equipment (CPE)

remain the property of Onecoop Broadband and must be returned upon termination of service.

9. Outstanding Dues

Any refund payable shall first be adjusted against:

  • Unpaid invoices
  • Late payment charges
  • Installation recovery charges
  • Equipment replacement costs
  • Any other lawful dues payable by the customer

The balance amount, if any, shall be refunded.

10. Mode of Refund

Refunds shall be processed through:

  • Original payment method;
  • NEFT/RTGS/IMPS to the customer’s bank account; or
  • Any other electronic payment method approved by Onecoop Broadband.

Cash refunds shall generally not be provided.

11. Refund Processing Time

After all verification and equipment return formalities are completed, refunds shall normally be processed within 7–15 working days.

Processing time may vary depending on banking systems or payment gateways.

12. Fraudulent Payments

Onecoop Broadband reserves the right to withhold refunds where:

  • Payment fraud is suspected;
  • Identity verification fails;
  • Regulatory or legal requirements prevent immediate refund.

13. Force Majeure

Refund timelines may be extended due to circumstances beyond the reasonable control of Onecoop Broadband, including natural disasters, government restrictions, banking failures, or other force majeure events.

14. Policy Changes

Onecoop Broadband may amend this Refund Policy at any time. The latest version published by the Company shall apply.

15. Contact

For refund-related queries:

Onecoop Broadband Services Private Limited

Email: refundpolicy@onecoopbroadband.com

Business Hours: 10 am to 6 pm (Monday to Friday)

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