Refund and cancellation policy
How to cancel an Internet Express connection, how an unused prepaid period is treated, and when a refund is made in full.
Cancelling
Notify support by phone or in writing from your registered contact. Cancellation takes effect from the date we acknowledge it, and equipment collection is arranged then.
Before installation
If you cancel before installation, anything paid is refunded in full. Nothing is retained for a feasibility visit.
If we cannot deliver
If we accept an order and then cannot deliver the connection, everything paid is refunded in full however far the process has gone.
During a prepaid period
The unused portion is calculated on a pro-rata daily basis from the effective cancellation date, less any amount already credited to you. GST already remitted is handled in accordance with applicable law.
Equipment
All equipment supplied with the connection — the router, the optical network terminal (ONT), the fibre patch cord and the power adapters — is returned to us, complete and in its original, undamaged condition. Equipment that is not returned, or is returned damaged or incomplete, is charged at the prevailing replacement cost of that model, quoted to you in writing before any deduction is made.
Timing
Any refund due is processed within 45 working days of the day all equipment (router, ONT and cable) is returned to us undamaged and in its original condition. You are given a reference when the equipment is received; quote it if you need to follow up. Once a refund is sent, the time it takes to reach your account depends on your bank or payment provider.
Shifting instead of cancelling
If you are moving to another address we can reach, shifting the connection keeps the remaining period intact and avoids a refund cycle. Tell support about a week ahead.
Where a connection was taken on an offer
Where a connection was taken under a limited-period offer — for example buy three months, get three months free — the pro-rata base is the amount actually paid, spread across the full service period that the payment bought, not the ordinary monthly rate. Standard installation and the router are provided on the same terms as any other connection, and the router is returned in the usual way.
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.