Cancellation & Refund Policy

1. Overview

At Cable TVS, we strive to deliver 100% customer satisfaction across all our digital television broadcasts and high-speed broadband connections. We understand that occasional billing discrepancies, duplicate online payment deductions, or relocation requirements can occur. This document outlines our formal cancellation and refund framework.

2. Service Cancellation Policy

Prepaid Recharge Plans: Digital Cable TV recharge packs and broadband monthly vouchers once activated and utilized are non-cancelable mid-tenure. Subscribers may choose not to renew at the end of the active validity cycle.
New Connection Cancellation: If a subscriber requests cancellation before physical cable laying, fiber pulling, or Set-Top Box installation has commenced, a 100% refund of the advance subscription fee will be processed. Any initial non-refundable site survey or administrative processing fee may be deducted.
Hardware Return: If subscriber cancels service where rental equipment (Set-Top Box, ONT Wi-Fi Router) was issued, the security deposit (if applicable) will be refunded within 7 working days following physical hardware inspection and recovery in working condition.

3. Duplicate Deductions & Failed Online Transactions

In the event of network timeout during online recharge via UPI, Net Banking, Credit/Debit Card, or QR Code:

Duplicate Charges: If an account is debited twice for a single invoice/recharge, the surplus amount will either be adjusted toward your subsequent month's billing or refunded to the original payment source within 5 to 7 banking days.
Amount Debited but Pack Inactive: If the bank deducts funds but the payment gateway fails to notify our server, the funds are automatically reversed by your bank's auto-settlement system within 48 to 72 hours.

4. Eligibility for Refund Claims

Refunds are approved under the following verified conditions:

Feasibility Issues

If our technical team determines that physical fiber or cable line cannot reach your premises post payment.

Unresolved Prolonged Outage

If service remains non-operational for more than 7 consecutive days due to internal infrastructure failure and cannot be rectified.

5. How to Raise a Refund Request

To initiate a formal refund review, please submit your claim with transaction details:

Refund & Billing Redressal Desk

Email: [email protected] (Subject: Refund Request - [Subscriber ID / Mobile])

Required details: Subscriber Name, Registered Mobile, Transaction ID, Bank Reference Number (UTR), and Payment Screenshot.