Refund Policy

Two different payments

Platform fees are what an operator pays for using the software, charged per active connection each month. Those are ours to refund, and the rules below apply.

Subscriber recharges are what a subscriber pays their operator. That money settles from a licensed payment partner into the operator's own bank account and never passes through us, so a refund of a recharge is always issued by the operator.

First cycle

New accounts run their first month-end without a platform fee. If the product does not fit the way your network works, close the account before the first invoice is raised and nothing is charged. There is no card on file to cancel and no notice period in the first cycle.

Platform fee refunds

• Monthly fees are charged in advance for the coming service period and are not pro-rated on mid-month closure
• Closing an account stops the next invoice; it does not reverse the current one
• Annual terms are refundable on a pro-rata basis for whole unused months, less any discount that was applied for committing to the year
• Where a billing error on our side caused an overcharge, the full difference is refunded or credited, at your choice

Connection count corrections

Fees follow the number of connections that were active in the month. If an invoice counted connections that were paused, suspended or already disconnected, tell us and the invoice is corrected.

• Corrections are applied as a credit note against the next invoice by default
• A refund to the original payment method is available on request instead
• Count disputes can be raised up to 60 days from the invoice date

Subscriber payments

A subscriber who was charged incorrectly is refunded by their operator, because the operator received the money. Inside the platform, the operator can issue a refund or a credit against the connection, and a credit note is produced against the original invoice so the records stay consistent.

Where the refund has to travel back through the original payment method, it is initiated with the payment partner and follows that partner's processing times and their rules on reversals.

Duplicate collection

The commonest case in cash-heavy networks: a subscriber pays online shortly after an agent has already marked the same amount as cash. The platform flags the second entry rather than silently accepting it.

• The operator decides whether to refund the duplicate or carry it as an advance against the next month
• If carried forward, the subscriber is excluded from reminder runs for as long as the advance covers them
• Either choice is recorded against the connection with the original entries attached

Gateway fees

Payment-gateway charges are levied by the payment partner, not by us. When a subscriber payment is refunded, whether the gateway fee on the original transaction is returned depends entirely on that partner's policy. We cannot refund a fee we never received.

Equipment deposits

Set-top box, router and ONT deposits are collected and held by the operator, and the platform only records them against the connection and the equipment serial. Returning a deposit at disconnection is the operator's obligation to the subscriber, and the deposit ledger exists to make that easy to settle accurately.

How to raise a request

Operators raise platform fee queries from inside the account, where the invoice and the connection count for the disputed month are already attached. If you cannot sign in, the contact form on the website reaches the same team.

• Quote the invoice number and the billing month
• Say whether you want a credit note or a refund to the original method
• For count disputes, no file is needed from you - we use the activity on the account itself

Timelines

• Refund requests are acknowledged within one working day
• A decision on a platform fee request is given within five working days
• Approved refunds are initiated within three working days of the decision
• The time the money takes to reach the account after that is set by the payment partner and the receiving bank
• Credit notes appear on the next invoice automatically