Refund & Cancellation Policy

1. Service Cancellation

1.1 Cancellation by Customer

You may cancel your NetGarden service at any time by providing written notice to us. Cancellation requests can be submitted through:

• Our customer portal at nspl.netgarden.in
• Email to contact@netgarden.in
• Phone call to 9006488451
• Written notice to our registered office address

Notice Period: We require a minimum of 7 days' notice before your next billing cycle to process the cancellation. Cancellations requested after the billing cycle has started will be effective from the end of the current billing period.

1.2 Cancellation by NetGarden

We reserve the right to cancel or suspend your service in the following circumstances:

• Non-payment of dues for more than 30 days
• Violation of our Terms & Conditions
• Illegal or unauthorized use of our services
• Fraudulent activity or misrepresentation
• Technical or operational reasons beyond our control

In such cases, we will provide reasonable notice where possible, except in cases of immediate security threats or illegal activity.

2. Refund Policy

2.1 Installation and Setup Fees

Installation and setup fees are generally non-refundable once the installation has been completed. However, refunds may be considered in the following cases:

• Service Not Available: If we are unable to provide service at your location due to technical limitations, the installation fee will be fully refunded within 7-14 business days.
• Cancellation Before Installation: If you cancel your service request before the installation appointment, the installation fee will be refunded in full.
• Installation Failure: If installation fails due to our technical issues and we cannot resolve it, the installation fee will be refunded.

2.2 Monthly Subscription Fees

Monthly subscription fees are charged in advance for each billing cycle. Refund eligibility depends on the timing of cancellation:

• Pro-rated Refunds: If you cancel your service mid-cycle, you may be eligible for a pro-rated refund for the unused portion of the current billing period, minus any outstanding charges or fees.
• No Refund for Used Period: No refunds will be provided for the period during which the service was active and used.
• Processing Time: Refunds, if applicable, will be processed within 14-21 business days from the date of cancellation approval.

2.3 Equipment and Hardware

Equipment provided by NetGarden (routers, modems, etc.) must be returned in good working condition upon service cancellation:

• Equipment Return: You must return all NetGarden equipment within 14 days of service cancellation.
• Equipment Condition: Equipment must be returned in the same condition as provided, with all accessories and original packaging if available.
• Equipment Charges: If equipment is not returned, damaged beyond normal wear, or missing, applicable charges will be deducted from any refund or added to your final bill.
• Equipment Purchase: If you purchased equipment from us, it is yours to keep and no refund is required upon cancellation.

3. Refund Processing

3.1 Refund Method

Refunds will be processed using the same payment method used for the original transaction:

• Credit/Debit Card: Refunded to the original card (5-10 business days)
• Bank Transfer: Refunded to the original bank account (7-14 business days)
• UPI: Refunded to the original UPI ID (3-7 business days)
• Cash Payments: Refunded via bank transfer or check (14-21 business days)

3.2 Refund Timeline

Once your refund request is approved:

• Refund approval: Within 3-5 business days of cancellation
• Refund processing: 7-14 business days after approval
• Total time: Typically 10-21 business days from cancellation request

Please note that processing times may vary depending on your bank or payment provider.

4. Non-Refundable Charges

The following charges are non-refundable:

• Service charges for the period during which the service was active and used
• Installation fees (except as specified in Section 2.1)
• Late payment fees or penalty charges
• Equipment damage or loss charges
• Reconnection fees
• Any promotional discounts or credits that were applied and later revoked due to policy violation

5. Service Suspension vs. Cancellation

5.1 Service Suspension

You may request temporary suspension of your service for a minimum period of 30 days and maximum of 90 days:

• Suspension fees may apply (typically 50% of monthly charges)
• Service can be reactivated without new installation
• Equipment must remain at the installation location
• No refunds are provided during suspension periods

5.2 Service Cancellation

Complete cancellation terminates your service permanently:

• All equipment must be returned
• Final bill will be generated
• Refunds processed as per this policy
• Reconnection requires new installation and setup fees

6. Special Circumstances

6.1 Relocation

If you are relocating within our service area:

• We can transfer your service to the new location
• Transfer fees may apply (typically 50% of installation fee)
• No cancellation charges if service is transferred
• Service continuity is maintained where possible

6.2 Service Quality Issues

If you experience persistent service quality issues:

• Contact our support team immediately for resolution
• We will make reasonable efforts to resolve the issues
• If issues cannot be resolved and service is cancelled within 30 days of installation, a full refund may be considered
• Documentation of issues may be required for refund consideration

7. Dispute Resolution

If you have concerns about charges or refund decisions:

• Contact our customer support team at 9006488451 or contact@netgarden.in
• Provide detailed information about your concern
• We will review your case and respond within 5-7 business days
• If you are not satisfied with our response, you may escalate the matter to our management team

We are committed to fair resolution of all disputes and will work with you to find a mutually acceptable solution.

8. Changes to This Policy

We reserve the right to modify this Refund & Cancellation Policy at any time. Changes will be effective immediately upon posting on our website. Material changes will be communicated to active customers via email or through our customer portal.

Continued use of our services after policy changes constitutes acceptance of the updated terms.

9. Contact Information

For cancellation requests, refund inquiries, or questions about this policy, please contact us: