Refund Policy
Last updated: January 17, 2025
Cityline Networks Pvt. Ltd. (“Cityline”) Refund Policy
- Applicability
This refund policy applies exclusively to our Home Broadband and Office Broadband services. Refunds will be issued to the original payment method used at the time of purchase. For payments made through credit cards, refunds will be credited back to the original credit card. For payments made through payment gateways, refunds will be processed through the same payment gateway.
- Types of Payments
Cityline collects the following types of payments from customers:
- Installation Charges
- Plan Charges (also known as ‘subscription charges’)
- GST on both of the above
- Security Deposit
- Home Broadband Refunds
Customer satisfaction is our priority. If investigations indicate that a Home Broadband customer has experienced multiple severe outages due to issues on our end within the first 3 days of account activation, we will provide a full refund of all payments made. No refunds will be available beyond this initial 3-day period.
- Office Broadband Refunds
If investigations indicate that an Office Broadband customer has experienced multiple severe outages due to issues on our end within the first 7 days of account activation, we will provide a full refund of all payments made. No refunds will be available beyond this initial 7-day period.
- Duplicate Recharge Refunds
If you accidentally recharge your account multiple times at once, we’ll refund all but one of the recharges. For example, if you recharge your account three times by mistake, we’ll refund two of those charges. To receive the refund, contact our customer care and raise a ticket within 24 hours of the recharges.
- Non-Refundable Post-Service Activation
No refunds will be issued once the service has been activated. For instance, if an existing user whose service is set to expire on 30th June recharges their account for one month on 23rd June, and then requests to cancel the recharge on 24th June, they will not be eligible for a refund. Additionally, no refunds will be provided for unused periods if the user chooses to terminate or discontinue our services before the account expiry date.
- Enterprise Network Services
Enterprise network services are governed by separate SLA agreements, MSA agreements, and contracts. This general refund policy does not apply to enterprise services and hardware purchases. For more information, please contact your sales account manager.
- Prepaid Subscription Model
Cityline provides internet services on a prepaid subscription model. In this model, the customer subscribes to a particular plan and commits to pay for it. Cityline commits to deliver the subscribed services to the customer for the entire plan period paid for by the customer.
- Investments and Charges
To fulfill our commitment, Cityline invests heavily in provisioning adequate and reliable internet bandwidth, creating multiple redundancies, securing its core infrastructure, building a city-wide optical fiber network infrastructure, and maintaining a 24×7 support team, among countless other business overheads. Installation Charges are collected to cover these investments, which are instrumental in initiating and continuing service delivery as per our commitment to the customer. Therefore, Installation Charges will not be refunded once paid unless Cityline fails to connect the customer to its network. Taxes are collected on behalf of the government as per statutory provisions. Once collected, these taxes are deposited with the government within the stipulated monthly timelines and hence, are non-refundable.
- Refund of Security Deposit
Security Deposit, if any, shall be refunded to the customer within 4 weeks of receiving all Cityline equipment/devices in working condition back from the customer. In case of any damage to the said equipment/devices, the cost for rectification or replacement (whichever is less) will be deducted from the Security Deposit refundable to the customer by Cityline.