Refund Policy

Effective Date: January 1, 2025

30-Day Satisfaction Guarantee: We're confident you'll love our service! If you're not completely satisfied within the first 30 days, we'll work to make it right or provide a full refund.

1. Eligibility for Refunds

Refunds may be available in the following situations:

Service Dissatisfaction: Within 30 days of initial service activation
Service Outages: Extended outages not caused by customer equipment or external factors
Billing Errors: Incorrect charges on your account
Service Unavailability: If we cannot provide service at your location as promised
Equipment Defects: Faulty equipment provided by Astralinq
Unauthorized Changes: Service changes made without your consent

2. 30-Day Money-Back Guarantee

New residential customers are eligible for a full refund within 30 days of service activation if:

You are not satisfied with the service quality or performance
Service does not meet the advertised speeds at your location
You experience technical issues that cannot be resolved
You request cancellation within the 30-day period

Note: Installation fees may apply if professional installation was required and you keep the installed equipment.

3. Pro-Rated Refunds

Pro-rated refunds are available for:

Mid-Month Cancellations: Unused portion of monthly service fees
Service Downgrades: Price difference for remaining billing period
Extended Outages: Service credits for downtime exceeding 24 hours
Billing Adjustments: Corrections for overcharged amounts

4. Non-Refundable Items

The following items are generally non-refundable:

Installation fees (if equipment is retained)
Service calls for customer-caused issues
Equipment replacement fees for damaged items
Third-party service fees
Partial month services already consumed
Premium channel or pay-per-view purchases
Late payment fees and other penalties

5. Refund Process

To request a refund:

Contact Customer Service: Call 1-800-ASTRALINQ or email support@astralinq.com
Provide Account Information: Your account number and reason for refund request
Return Equipment: All Astralinq equipment must be returned in good condition
Processing Time: Refunds typically process within 5-10 business days
Refund Method: Refunds are issued to the original payment method

6. Equipment Return Policy

Important: All Astralinq-provided equipment must be returned within 30 days of service cancellation to avoid equipment charges.

Equipment return requirements:

Return all modems, routers, cable boxes, and remotes
Include all power cords and cables
Equipment must be in working condition (normal wear accepted)
Use provided return shipping labels when available
Get tracking information for your protection

7. Service Credits

Service credits may be issued for:

Service Outages: Automatic credits for outages exceeding 4 hours
Speed Issues: When service consistently underperforms advertised speeds
Appointment Issues: Missed installation or service appointments
Customer Service Issues: Unresolved complaints or service failures

8. Business Account Refunds

Business account refunds may have different terms:

Contract terms may limit refund eligibility
Early termination fees may apply
Custom installation fees are typically non-refundable
Service level agreement credits may apply instead of refunds

9. Refund Timeline

Expected refund processing times:

Credit Card: 3-5 business days after processing
Debit Card: 5-7 business days after processing
Bank Transfer: 7-10 business days after processing
Check: 10-14 business days after processing

10. Dispute Resolution

If you disagree with a refund decision:

Request to speak with a supervisor or manager
File a formal complaint through our customer portal
Contact our executive customer relations team
Seek resolution through applicable state utility commissions

11. Special Circumstances

We may make exceptions for:

Military deployments or emergency relocations
Medical emergencies affecting service needs
Natural disasters impacting service availability
Death of account holder
Other extenuating circumstances reviewed case-by-case

12. Contact Information

For refund requests or questions:

Phone: 1-800-ASTRALINQ (1-888-534-7653)
Email: refunds@astralinq.com
Live Chat: Available 24/7 on our website
Mail: Astralinq Billing Department, 123 Cosmic Boulevard, Space City, SC 12345

Customer Satisfaction Commitment: We're committed to providing exceptional service. If you're experiencing issues, please contact us first so we can resolve them before considering cancellation.