Refund Policy

Last updated: January 2024

Service Satisfaction Guarantee

FibeFly is committed to providing excellent service and customer satisfaction. If you are not completely satisfied with your service within the first 30 days, you may be eligible for a refund under the terms outlined below.

30-Day Money-Back Guarantee

New residential customers may request a full refund of monthly service fees within 30 days of service activation if:

• You are not satisfied with the quality of service
• Service speeds consistently fail to meet advertised levels
• Technical issues cannot be resolved to your satisfaction
• Service is not available as initially promised

Installation and Equipment Fees

Installation fees are refundable if service is cancelled within 30 days and the cancellation is due to our inability to provide the promised service. Equipment rental fees are refundable on a pro-rated basis if equipment is returned in good condition.

Service Outages and Credits

In case of extended service outages, you may be eligible for service credits:

• Outages lasting more than 24 hours: Credit for affected days
• Repeated outages in a billing period: Pro-rated credit
• Scheduled maintenance does not qualify for credits
• Outages due to customer equipment issues are not eligible

Contract Cancellation

If you have a service contract and need to cancel early, early termination fees may apply. However, we may waive these fees in cases of relocation to areas where our service is not available or other qualifying circumstances.

Non-Refundable Items

The following items are generally non-refundable:

• Connection fees for service transfers
• Late payment fees and reconnection charges
• Damaged or unreturned equipment charges
• Third-party service charges
• Services used beyond the refund period

How to Request a Refund

To request a refund:

Refund Processing

Approved refunds will be processed within 5-10 business days and credited to your original payment method. If the original payment method is no longer available, alternative arrangements will be made.

Billing Disputes

If you believe there is an error on your bill, please contact us immediately. We will investigate all billing disputes promptly and fairly. Disputed amounts may be credited to your account while under investigation.

Business Accounts

Business accounts may have different refund terms based on their service agreement. Custom installations and enterprise solutions are subject to specific terms outlined in the business service contract.

Changes to This Policy

This refund policy may be updated from time to time. Changes will be posted on our website and take effect immediately. Existing customers will be notified of significant changes via billing statement or direct communication.

Customer Support

Our customer service team is available to help with any questions about refunds or billing: