Refund & Cancellation Policy

At GSURF Broadband, customer satisfaction is important to us. This Refund & Cancellation Policy explains how cancellations, refunds and service requests are handled.

1. Service Availability

Broadband services are provided only in locations where GSURF network coverage is available. Every new connection is subject to technical feasibility verification.

2. Cancellation Before Installation

• You may cancel your broadband request before installation.
• If no installation work has been carried out, eligible payments may be refunded after verification.
• Refunds, if applicable, will be processed using the original payment method wherever possible.

3. Cancellation After Installation

Once broadband installation has been completed and the service has been activated, subscription charges are generally non-refundable unless otherwise required by applicable law.

4. Installation Charges

• Installation charges may include labour, fibre deployment, router configuration and activation costs.
• Installation charges are generally non-refundable once installation work has commenced or has been completed.

5. Monthly & Renewal Payments

• Recharge or renewal payments made for broadband plans are normally non-refundable after successful activation.
• Customers are encouraged to verify their selected plan before making payment.

6. Failed or Duplicate Payments

If your payment fails but the amount is deducted from your bank account, or if duplicate payments are made due to technical issues, GSURF will verify the transaction and process the appropriate refund or adjustment.

7. Refund Processing Time

Approved refunds are generally processed within 7–10 business days. Actual credit timelines depend on your bank, card issuer or payment provider.

8. Service Interruptions

Temporary interruptions caused by scheduled maintenance, fibre cuts, power failures, weather conditions or circumstances beyond our reasonable control do not automatically qualify for refunds.

9. Customer Responsibilities

• Provide accurate contact information.
• Ensure the installation location is accessible.
• Report billing concerns promptly.
• Retain payment receipts for future reference.

10. How to Request a Refund or Cancellation

To request a cancellation or refund, please contact our customer support team with the following details:

• Customer Name
• Registered Mobile Number
• Installation Address
• Payment Reference or Transaction ID
• Reason for Cancellation or Refund Request

11. Contact Us