REFUND & CANCELLATION POLICY

(TRAI / DoT Aligned)

This Refund & Cancellation Policy (“Policy”) forms an integral part of the Customer Application Form (CAF), Terms and Conditions, and Service Agreement governing the provision of broadband and internet services by Webvines Services (OPC) Private Limited, a company incorporated under the Companies Act, 2013, having its registered office at [Registered Address] (hereinafter referred to as the “Service Provider”).

This Policy is framed in accordance with applicable provisions of the Indian Telegraph Act, 1885, rules and guidelines issued by the Department of Telecommunications (DoT), and regulations/directions issued by the Telecom Regulatory Authority of India (TRAI), as amended from time to time.

By applying for, subscribing to, or using the services, the customer (“Subscriber”) agrees to be bound by this Policy.


1. Scope of Policy:

This Policy governs refunds, cancellations, and adjustments relating to:

Broadband / Internet access services

Installation and activation services

Advance payments and security deposits

Customer Premises Equipment (CPE), including routers and accessories.

2. Installation & Activation Charges:

2.1 Charges towards installation, activation, configuration, feasibility survey, documentation, or site visits are non-refundable, once the activity is completed or service is activated.

2.2 Where installation or activation cannot be completed due to permanent technical infeasibility attributable to the Service Provider, advance payments received towards refundable components may be refunded after necessary deductions.

3. Subscription & Usage Charges:

3.1 In line with TRAI guidelines, subscription charges are payable in advance and become non-refundable upon activation of service.

3.2 No refund shall be admissible for:

Partially used subscription periods

Unused data, speed entitlement, or validity

Temporary suspension due to maintenance or network optimization.

4. Delay or Non-Provision of Service:

4.1 In case the Service Provider fails to activate the service within the committed timeline for reasons solely attributable to the Service Provider, the Subscriber may be eligible for refund of advance subscription charges, excluding non-refundable charges.

4.2 No refund shall be payable where delay or non-provision is caused by:

Force majeure events

Delay in Right of Way (RoW) permissions

Customer premises readiness issues

Third-party infrastructure dependency.

5. Quality of Service & Downtime:

5.1 The Service Provider shall make reasonable efforts to comply with applicable TRAI Quality of Service (QoS) benchmarks.

5.2 The Subscriber acknowledges that broadband services are provided on a best-effort basis, and uninterrupted service cannot be guaranteed.

5.3 Temporary interruptions due to maintenance, upgrades, power failure, natural calamities, government directives, or third-party network issues shall not qualify for refund.

5.4 In case of prolonged disruption attributable solely to the Service Provider, service validity extension or credit adjustment may be provided as per internal policy, in lieu of monetary refund.

6. Disconnection / Cancellation by Subscriber:

6.1 The Subscriber may request disconnection of service by submitting a formal request through prescribed channels.

6.2 Upon disconnection:

No refund shall be provided for the unexpired portion of the subscription

All outstanding dues shall become immediately payable.

7. Security Deposit:

7.1 Refundable security deposits, if any, shall be returned within a reasonable period after:

Return of Service Provider-owned equipment in good condition

Clearance of all dues.

7.2 Deductions may be made towards damage, loss, or non-return of equipment.

8. Customer Premises Equipment (CPE):

8.1 All CPE provided on a returnable basis shall remain the property of Webvines Services (OPC) Private Limited.

8.2 Non-return, tampering, or physical damage to CPE shall result in recovery of applicable charges as per prevailing rates.

9. Refund Processing:

9.1 Approved refunds shall be processed within 7–14 working days, subject to verification and compliance with applicable laws.

9.2 Refunds shall be made through the original payment mode or bank transfer.

10. GST & Statutory Levies:

10.1 All charges are subject to Goods and Services Tax (GST) and other statutory levies as applicable.

10.2 GST once remitted to the government shall be non-refundable, except as permitted under applicable tax laws.

10.3 Refunds, if any, shall be net of applicable taxes, transaction charges, and statutory deductions.

11. Misuse, Suspension & Termination:

No refund shall be payable where service is suspended or terminated due to:

Violation of Terms and Conditions

Illegal or unlawful usage

Commercial resale or sharing without authorization

Directions issued by DoT, law enforcement agencies, or competent authorities.

12. Regulatory Compliance:

The Subscriber agrees to comply with all applicable laws, DoT guidelines, and TRAI regulations.
The Service Provider reserves the right to modify services, tariffs, or policies to ensure regulatory compliance.

13. Amendment of Policy:

Webvines Services (OPC) Private Limited reserves the right to amend or modify this Policy in accordance with regulatory requirements or business needs. The revised Policy shall be effective from the date of publication.

14. Governing Law & Jurisdiction:

This Policy shall be governed by and construed in accordance with the laws of India.
Courts at [Your City, Your State] shall have exclusive jurisdiction.