Downtime credit policy
Internet Express credits confirmed ISP-end outage at ₹10 per hour, on claim. How it is measured, what is covered and excluded, and how to claim it.
The credit
₹10 for each full hour of confirmed outage caused by a fault at our end (the ISP end), adjusted in your next renewal after your claim is verified.
How it is measured
From the time your ticket is raised until service is restored. Where our own records show the fault starting earlier than your report, the earlier time is used. This is why raising a ticket promptly matters: it is the start point we work from.
How to claim your credit
The credit is given on claim. Report the fault when it happens and keep the ticket reference. Add later observations to the same ticket rather than opening a new one, so the outage stays attached to the original report.
Once service is restored, claim the credit by quoting your ticket reference to support on 9527573939 or on WhatsApp. We check the outage against our network operations centre records, confirm that the fault was at our end, and adjust the approved credit in your next renewal. You are told the hours counted and the amount credited.
What is covered
Loss of service caused by a fault on our network: a fibre cut, a node failure, equipment failure at our end, or a configuration fault.
What is not covered
The credit is for faults at the ISP end only. It does not apply to issues at the customer end, including:
- A power failure at your premises, or faults in your own wiring, devices or equipment beyond our router.
- Wi-Fi coverage problems where the wired connection is working.
- Suspension for non-payment.
- Periods where access for repair was refused or unavailable.
- Planned maintenance notified in advance.
Exceptions: events outside our control
No credit applies to outages caused by an MSEB (MSEDCL) power failure in your area, an act of God such as flood, storm, lightning or earthquake, or similar events beyond our control, including civic or third-party works that cut fibre without notice and government or authority orders. We still repair these as fast as access allows and keep you updated on your ticket.
Version and review
Version 1.1, effective 26 September 2026, next review 13 March 2027.
Questions about this policy
Email sales@internetexpress.co.in, call 9527573939 for an existing connection or 9960068002 for a new one.