Refund and Cancellation Policy

1. General Policy

Broadband plans, renewals, recharges, installation services and activated subscriptions are generally purchased for a fixed validity period. Except where required by law or expressly stated below, payments for a successfully activated or renewed service are non-refundable and non-transferable.

2. Cancellation Before Installation

• A new connection request may be cancelled before installation or activation by contacting support.
• Where the order discloses a charge for work already carried out, we may deduct the applicable amount and explain the deduction. Installation advertised as free for the selected plan carries no installation fee.
• Any balance eligible for refund will be processed after verification of the payment and cancellation request.

3. Cancellation After Activation

• No pro-rata refund is ordinarily available for voluntary cancellation after activation, early disconnection, non-use, relocation, change of mind, Customer device issues or failure to consume the full validity period.
• Request closure by email or phone using the details in section 9 and keep the request reference. Treelink closes the connection within seven working days of receiving the request. Service charges stop at closure or at the end of that period, whichever comes first. Equipment collection and recovery of earlier dues are handled separately.
• Company-owned CPE must be returned in good condition. Applicable loss, damage, non-return and outstanding-dues charges may be adjusted against any refundable deposit.

4. Failed or Duplicate Payments

A refund may be considered where:

• the Customer’s bank account was debited but the corresponding recharge or renewal was not credited;
• the same transaction was charged more than once;
• payment was successfully received for a new connection that is later declared technically infeasible; or
• a refund is otherwise required under applicable law.

Before raising a refund request, Customers should allow up to 24 hours for delayed payment confirmation or automatic bank reversal.

5. Incorrect Recharge or Account

The Customer is responsible for verifying the Customer ID, username, mobile number, service account, selected plan and amount before payment. A recharge successfully applied to the account entered by the Customer cannot ordinarily be reversed, transferred or refunded.

6. Installation, Activation and Equipment Charges

• Installation, activation, site survey, wiring, trenching, router configuration and other one-time charges are non-refundable once the corresponding work has been completed.
• Charges for purchased equipment are subject to the applicable invoice, warranty and replacement terms.
• If your order lists a refundable router or equipment deposit, arrange return of the device and accessories with support and keep the handover receipt. We will itemise any applicable deductions and refund the balance within 45 days of closure or non-provisioning of the service. A delayed deposit refund carries interest at 10% per annum for the period beyond 45 days.

7. Service Issues and Downtime

• Temporary outage, maintenance, Wi-Fi interference, device limitation or variation in internet performance does not automatically qualify for a cash refund.
• For a reported wireline broadband fault that remains unresolved for more than three working days, prepaid customers receive a validity extension and postpaid customers receive a proportionate rent rebate for the actual days the fault remained pending. A written SLA may provide additional remedies.
• Any discretionary service extension or credit is not an admission of liability and may be applied to the Customer’s account instead of being paid in cash.

8. Relocation and Non-Feasible Location

Relocation is subject to feasibility and applicable shifting or installation charges. If the Customer voluntarily relocates to an area where service is unavailable, unused prepaid validity is generally non-refundable. We may, at our discretion, offer an account credit or transfer where technically and commercially possible.

9. How to Request a Refund

Send the request from the registered email address or contact support using the registered mobile number. Include:

• Customer name and Customer ID/username;
• registered mobile number and service address;
• transaction ID, order number, amount and payment date;
• payment method and bank reference/UTR, where available;
• reason for the request; and
• screenshot or bank statement showing the debit, with sensitive information masked.

10. Review and Processing

• Refund eligibility is subject to validation of our billing, network, installation and payment records.
• For ordinary approved refunds, the expected initiation time is 7 to 10 business days after approval. Applicable regulatory deadlines for billing adjustments, payment reversals and security deposits take precedence.
• Banking and payment-provider processing may require additional time before the amount appears in the Customer’s account.
• Refunds will normally be made to the original payment method. Where that is not possible, identity and bank-account verification may be required.
• Cash refunds will not be issued for payments made electronically unless specifically approved and legally permissible.

11. Chargebacks

Customers should contact us before initiating a bank or card chargeback. Fraudulent, duplicate or unjustified chargebacks may result in account suspension, recovery proceedings and adjustment of associated fees, subject to applicable law.

12. Promotional Plans and Discounts

Promotional benefits, free validity, installation waivers, bundled offers, referral credits and discounts have no independent cash value. On an approved cancellation, the value of consumed benefits or waived charges may be deducted where disclosed as part of the offer.

13. Statutory Rights

Nothing in this Policy restricts any non-waivable right or remedy available to a consumer under applicable Indian law.

14. Policy Changes

We may revise this Policy prospectively. The version displayed on the website on the date of the relevant transaction will ordinarily apply, subject to mandatory legal requirements.