Refund & Cancellation Policy

1. Overview

At Fibrix LLP, we strive to ensure complete satisfaction with our broadband services and networking hardware products. This Refund & Cancellation Policy outlines the conditions under which you may request a cancellation or refund for internet service subscriptions and hardware purchases.

2. Broadband Service Cancellation

You may request cancellation of your broadband service under the following conditions:

• Before Installation: If you cancel your new connection request before installation is completed, you will receive a full refund of any advance payment made.
• Within 7 Days of Activation (Cooling Period): If you are unsatisfied with the service within the first 7 days of activation, you may cancel and receive a refund of the subscription fee, minus a proportional charge for the days used and any installation costs incurred.
• After 7 Days: Cancellation requests made after the 7-day cooling period will be processed, but no refund will be issued for broadband services. The service will be terminated upon processing of the cancellation request.
• Advance / Quarterly / Annual Plans: If you've prepaid for a quarterly or annual plan and wish to cancel after the 7-day cooling period, no refund will be issued. The service will be terminated upon processing of the cancellation request.

3. Broadband Service Refund Conditions

• Service Not Activated: If Fibrix LLP is unable to activate your connection within 15 business days of the request (due to reasons within our control), you are entitled to a full refund.
• Prolonged Outage: If your broadband service experiences a continuous outage exceeding 72 hours (not caused by force majeure or subscriber-side issues), you may request a proportional credit or refund for the downtime period.
• Duplicate Payment: In case of accidental duplicate payments, the excess amount will be refunded in full upon verification.
• Plan Downgrade: Plan downgrades are not permitted mid-cycle. If you wish to switch to a lower-cost plan, the change will take effect from the start of your next billing cycle. No refunds or credits are issued for plan downgrades.

4. Networking Hardware Refund & Return

• Defective on Arrival (DOA): If hardware received is defective or damaged, notify us within 48 hours of delivery. We will arrange a replacement or full refund after inspection.
• Wrong Product Delivered: If you receive a product different from what was ordered, contact us within 48 hours. We will arrange a replacement or refund at no extra cost.
• Change of Mind: Returns for change of mind may be considered on a case-by-case basis within 7 days of delivery, provided the product is unused, in original packaging, and with all accessories. Approval is at the sole discretion of Fibrix LLP, and a restocking fee may apply if accepted.
• Non-Returnable Items: The following are not eligible for return or refund:
  • Used or installed equipment (unless defective)
  • Fiber optic cables that have been cut or terminated
  • Products without original packaging
  • Items purchased on clearance or special discount
• Warranty Claims: Hardware issues discovered after 48 hours but within the manufacturer's warranty period should be directed to the manufacturer. Fibrix LLP will assist in facilitating warranty claims where possible.

5. How to Request a Refund or Cancellation

To request a refund or cancellation:

1. Contact us via email at info@fibrixllp.org or call +91 9933049907.
2. Include the following in your request:
   • Your full name and registered phone number
   • Subscriber ID (for broadband cancellations)
   • Order/Invoice number (for hardware returns)
   • Reason for cancellation or refund
   • Photos of the product (for hardware DOA/damage claims)
3. Our team will acknowledge your request within 2 business days.

6. Refund Processing

• Approved refunds will be processed within 7–10 business days from the date of approval.
• Refunds will be credited to the original payment method (UPI, card, or bank account).
• Cash payments will be refunded via bank transfer - please provide your bank account details.
• Bank processing times may vary; allow an additional 3–5 business days for the amount to reflect.
• Any applicable payment gateway or transaction fees may be deducted from the refund.

7. Equipment Return on Disconnection

Upon cancellation of your broadband service:

• Any equipment provided on loan by Fibrix LLP (e.g., ONT/ONU device) must be returned within 15 days of disconnection.
• Equipment must be in working condition. Damage or failure to return may result in charges equivalent to the equipment value.
• Equipment can be returned at our office or collected by our technicians (subject to availability).

8. Security Deposit Refund

If a security deposit was collected at the time of connection:

• The deposit will be refunded after successful disconnection and return of loaned equipment in working condition.
• Any outstanding dues will be adjusted from the security deposit before refund.
• Deposit refunds are processed within 15 business days of equipment return.

9. Non-Refundable Charges

The following charges are non-refundable:

• Installation and activation charges (once installation is complete)
• Reconnection fees
• Late payment penalties
• Third-party charges (e.g., OTT subscription fees already forwarded to providers)

10. Disputes

If you disagree with a refund decision, you may escalate the matter to info@fibrixllp.org with "Refund Dispute" in the subject line. We will review and respond within 5 business days. Unresolved disputes shall be governed by the laws of India and subject to the jurisdiction of courts in South 24 Parganas, West Bengal.

11. Changes to This Policy

We reserve the right to update this policy at any time. Changes will be posted on this page with an updated date.

12. Contact Us

For any refund or cancellation queries:

• Email: info@fibrixllp.org
• Phone: +91 9933049907
• Address: Fibrix LLP, Joynagar Mojilpur, South 24 Parganas, West Bengal - 743337
• Website: Contact Page