1. Purpose and scope
The purpose of this Policy is to explain in clear terms when a customer may be entitled to a return or refund, and how such requests are evaluated. It applies to all services offered by SwiftConnect, including prepaid and postpaid mobile plans, home Wi-Fi connections, and TV packages. The Policy covers both digital services and physical equipment provided as part of installation. By presenting this information, we aim to set realistic expectations and avoid misunderstandings.
2. Eligibility for service-related refunds
Eligibility for a refund depends on the type of plan, the stage of activation, and the extent to which the service has been used. For prepaid mobile services, refunds may not be available once a portion of the balance or allowance has been consumed. For postpaid accounts, charges may be adjusted on a pro-rata basis if cancellation occurs before the end of the billing cycle, provided certain conditions are met. If a service cannot be delivered at your location due to technical limitations, a refund may be processed after verification.
3. Equipment returns
In cases where equipment such as routers, set-top boxes, or modems is supplied, it must be returned in good working condition if the associated service is cancelled. All items must be returned with original accessories and within the time period communicated at the time of installation. If equipment is missing, damaged beyond reasonable wear, or not returned, fees may be charged to cover replacement or refurbishment. Instructions for packaging and returning equipment will be provided to make the process as straightforward as possible.
4. Request process
To initiate a return or refund request, customers must contact SwiftConnect with their account reference number, service details, and a clear explanation of the issue. Additional documents may be required to confirm eligibility, such as proof of payment or installation records. Once a request is submitted, our team will review the information, investigate the situation if necessary, and confirm the outcome in writing. The goal is to ensure that all requests are handled fairly and transparently.
5. Timelines and method of refund
Refunds, where approved, are generally processed using the same payment method used for the original purchase. The timeline for completion may vary depending on the banking system, payment provider, or billing cycle. Customers will be informed once processing begins and will receive confirmation once it has been completed. If an alternative method of refund is required, the details will be explained clearly in advance. We aim to complete refunds within a reasonable timeframe while keeping users informed at each stage.
6. Non-refundable cases
Certain scenarios do not qualify for refunds. These may include situations where a prepaid balance has already been used, where postpaid services have been consumed for most of the billing cycle, or where charges relate to completed installation work. Promotional items, discounts, or bundled offers may also be excluded if conditions for eligibility are not met. These restrictions are explained in advance on the relevant service pages to ensure transparency. Customers are encouraged to confirm details before making changes or cancellations.
7. Changes to this Policy
We may update this Return and Refund Policy from time to time to reflect changes in our services, network developments, or legal requirements. The most recent version will always be available on our website with the effective date shown at the top of the page. Continued use of our services after updates indicates acceptance of the revised Policy. We encourage all users to review this Policy regularly so they remain informed about how returns and refunds are managed.
8. Contact information
If you have questions regarding this Return and Refund Policy, or if you wish to submit a return or refund request, you may contact us directly using the following details. Our team will provide instructions, verify your information, and respond as quickly as possible.
Address: Room No. 4, Building No. 3, Shree Ganesh Apartment, Naleshwar Nagar, Achole Road, near Bank of Baroda, Nalasopara East, Maharashtra 401209, India
Phone: +91 81470 21470
Email: [email protected]