Last updated: December 2024
1. Refund Eligibility
We stand behind our service quality and offer refunds under the following conditions:
- Service cancellation within 7 days of activation due to unsatisfactory service quality
- Inability to provide promised internet speed in your area after installation
- Technical issues preventing service delivery within 48 hours of installation
- Service not available in your area after site survey confirmation
2. Installation Fee Refund
Installation fees are fully refundable under these circumstances:
- Installation cannot be completed due to technical limitations
- Service cancelled within 24 hours of installation request
- Infrastructure unavailable despite initial feasibility confirmation
- Customer relocates before installation (with 48-hour notice)
3. Monthly Service Refund
Monthly service fees are refundable on a pro-rata basis for:
- Unused service days when cancellation is due to our service failure
- Extended service outages exceeding 72 hours (our fault)
- Speed consistently below 50% of advertised rate for 7+ days
- Relocation to non-coverage area with 30 days notice
Calculation: (Unused days ÷ Total days in month) × Monthly fee
4. Equipment Charges
Equipment-related refund policy:
- Non-refundable: Equipment charges once delivered and installed
- Replacement: Free replacement for defective equipment within warranty
- Return condition: Equipment must be returned in original condition
- Damage charges: Customer liable for damaged or lost equipment
Equipment Costs:
- Router/Modem: ৳2,500
- Cables and accessories: Actual replacement cost
- Installation materials: ৳500-1,500 depending on setup
5. Refund Process
To request a refund, follow these steps:
- Contact us: Call 01744977947 or email info@isppoint.com
- Provide details: Account number, reason for refund, supporting documents
- Equipment return: Schedule equipment pickup (if applicable)
- Processing: Refund processed within 7-10 business days after approval
- Payment: Refund via original payment method or bank transfer
Required documents: Original receipt, ID copy, bank details (for transfers)
6. Non-Refundable Items
The following charges are non-refundable:
- Setup fees after successful installation and service activation
- Service fees for completed service periods (already used)
- Charges for damaged, lost, or unreturned equipment
- Late payment fees and reconnection charges
- Third-party service charges (domain, hosting, etc.)
- Cancellation due to customer's breach of terms
7. Service Downtime Compensation
We provide compensation for extended service interruptions:
- 24-48 hours: 10% service credit for affected period
- 48-72 hours: 25% service credit for affected period
- 72+ hours: 50% service credit or pro-rata refund
- Planned maintenance: No compensation (with 48-hour notice)
Note: Compensation not applicable for outages due to power failures, natural disasters, or customer equipment issues.
8. Refund Timeline
Processing times for different refund types:
- Cash payments: 3-5 business days
- Bank transfers: 5-7 business days
- Mobile banking: 1-3 business days
- Service credits: Applied to next bill immediately
9. Dispute Resolution
If you disagree with our refund decision:
- Request escalation to senior management
- Provide additional documentation if available
- Final decision within 15 business days
- External mediation available through telecom regulatory authority
10. Contact for Refunds
For refund requests or questions:
- Phone: 01744977947 (24/7 Support)
- Email: info@isppoint.com
- Address: Kolonibazar, Pirganj, Rangpur, Bangladesh
- Office Hours: Saturday-Thursday, 9AM-8PM
Our customer service team will guide you through the refund process and ensure quick resolution.