At RealFiber, we value your satisfaction and are committed to providing reliable broadband services in Madurai. This refund policy outlines the conditions under which refunds may be issued and how you can request them.

1. Eligibility for Refunds

Refunds may be issued under the following circumstances:

• Service Activation Delays: If RealFiber fails to activate your broadband connection within the promised timeline due to reasons within our control.
• Service Outages: For prolonged service outages exceeding 72 hours caused by technical issues on our end and not due to external factors such as weather, third-party disruptions, or force majeure events.
• Cancellation Before Activation: If you choose to cancel your service before activation and have made an advance payment.
• Defective Equipment: If equipment provided by RealFiber is defective and cannot be replaced.

2. Non-Refundable Scenarios

Refunds will not be issued in the following cases:

• Usage of Services: Once the broadband service has been activated and used by the customer.
• Third-Party Factors: Service disruptions caused by issues beyond RealFiber’s control, such as power outages, external damages, or customer-side issues.
• Non-Compliance: If the customer fails to adhere to the terms of the service agreement.

3. Refund Process

• Request Submission: To initiate a refund, submit a request via our customer support team within 7 days of the issue arising. Provide all relevant details, including your account information, payment proof, and a description of the problem.
• Verification: Our team will review your request and verify the issue within 5 business days.
• Approval: Once approved, refunds will be processed and credited to the original payment method within 10-15 business days.

4. Refund for Prepaid Plans

• Prepaid plan payments are generally non-refundable unless otherwise specified in the plan’s terms and conditions or under exceptional circumstances approved by RealFiber.