Refund Policy

1. Refund Eligibility

Altrastreams offers refunds under specific circumstances to ensure customer satisfaction while maintaining fair business practices.

Eligible for Refund:

• Service cancellation within the first 30 days of activation
• Technical issues that cannot be resolved within 7 business days
• Service speeds consistently below 80% of advertised speeds
• Installation cancellation before technician arrival
• Billing errors or unauthorized charges
• Service unavailability due to infrastructure limitations

Not Eligible for Refund:

• Cancellation after 30 days of service activation
• Service issues caused by customer equipment or configuration
• Temporary service interruptions lasting less than 24 hours
• Customer relocation outside service area
• Violation of Acceptable Use Policy resulting in termination

2. Prorated Refunds

When eligible for a refund, the amount will be calculated on a prorated basis for the unused portion of your billing period.

Calculation Method:

• Monthly service fees are prorated to the day
• Refunds are based on unused days remaining in your billing cycle
• One-time fees (installation, activation) are handled separately
• Taxes and regulatory fees are refunded proportionally

Example:

If you cancel on day 15 of a 30-day billing cycle, you would receive a refund for 15 days of unused service, calculated as: (Monthly Fee ÷ 30 days) × 15 days.

3. Installation and Activation Refunds

Installation Fees

Standard installation is provided at no charge. If you paid an installation fee for premium installation services, refunds are available if:

• Installation is cancelled before the technician arrives
• We are unable to complete installation due to infrastructure limitations
• Installation is cancelled within 24 hours of scheduling

Activation Fees

Activation fees are refundable if service is cancelled within the first 72 hours of activation and no significant data usage has occurred.

4. Equipment Returns

All rented equipment must be returned within 30 days of service termination to avoid additional charges.

Return Requirements:

• Equipment must be in good working condition
• All original components and accessories must be included
• Return shipping is provided at no charge when using our prepaid labels
• Equipment should be packaged securely to prevent damage

Unreturned Equipment:

Failure to return equipment will result in charges for the full retail value of the equipment. These charges are not refundable once assessed.

5. How to Request a Refund

All refund requests must be made by phone to ensure proper verification and processing.

Required Information:

• Account number or service address
• Reason for refund request
• Preferred refund method (original payment method or account credit)
• Any supporting documentation (if applicable)

Verification Process:

For security purposes, we will verify your identity using account information before processing any refund requests. This may include confirming personal details and account history.

6. Refund Processing

Processing Timeline:

• Review: Refund requests are reviewed within 2 business days
• Approval: Approved refunds are processed within 5-7 business days
• Credit/Debit Cards: 3-5 business days to appear on your statement
• Bank Transfers: 5-7 business days
• Account Credits: Applied immediately upon approval

Refund Methods:

Refunds are typically processed to your original payment method. If the original payment method is no longer available, we may issue an account credit or work with you to arrange an alternative refund method.

7. Exceptions and Special Cases

Force Majeure Events:

Service interruptions caused by natural disasters, government actions, or other events beyond our control are not eligible for refunds, but we may provide account credits as a goodwill gesture.

Third-Party Services:

Refunds for third-party services or content accessed through our network are subject to the terms and policies of those providers.

Promotional Offers:

Special promotional pricing and discounts may have specific refund terms that supersede this general policy. These terms will be clearly communicated at the time of signup.

8. Dispute Resolution

If you are not satisfied with a refund decision, you may request a review by contacting our customer service team at 833-488-1043. We are committed to fair and prompt resolution of all customer concerns.

Escalation Process:

• Initial review with customer service representative
• Escalation to customer service manager if needed
• Final review with senior management for complex cases

9. Policy Changes

This Refund Policy may be updated periodically to reflect changes in our business practices or legal requirements. We will notify customers of material changes through:

• Website notification
• Customer portal announcement
• Direct communication for significant changes

The updated policy will apply to all future transactions and refund requests made after the effective date.

10. Contact for Refund Requests

All refund requests and related inquiries must be made by phone. We do not process refund requests through other channels to ensure proper verification and customer security.

Our customer service team is trained to handle refund requests efficiently and will guide you through the process step by step.