1. New connection and cancellation before activation
You may cancel a new-connection request before the Service is activated by telling us through a published support channel. If you have not paid, there is nothing to refund. If you have paid an amount that has not yet been applied to an activated Plan or completed installation, we will review the request and, where the Service has not been provisioned, arrange a refund of that unused payment through the original payment channel where reasonably possible.
Installation work already performed, or materials already committed at your request after you confirmed charges, may reduce any refund. We will explain any deduction when we assess the case.
2. Non-feasibility
If we determine after survey that we cannot reasonably provide Service at the address, we will not treat you as an activated Subscriber. Amounts paid specifically for a Plan that was never activated will be reviewed for refund. Indicative survey or installation timeframes on the Website do not create an automatic compensation right if feasibility fails.
3. Activated plans
Once a Plan is activated and Validity has started, charges for that Validity are not refunded on a pro-rata or “change of mind” basis. Internet access is a time-bound service. Stopping use, shifting premises, or dissatisfaction with Wi‑Fi coverage inside the premises does not by itself create a refund.
Nothing in this Policy limits remedies that cannot be waived under Applicable Law, including where we have failed to supply the Service we contracted to supply after activation and cannot cure the failure within a reasonable period.
4. Duplicate payments
If the same Plan period is paid twice in error, contact us with Customer ID, registered mobile number, and payment references. After we confirm a genuine duplicate credit, we will either apply the extra amount to a future Validity or refund the duplicate amount through the original payment method, as appropriate.
5. Failed payment or amount debited but not credited
Quick Pay redirects you to a payment portal. If your bank or UPI account is debited but your FortiFiber account is not renewed, do not pay again immediately. Share the transaction reference with support so we can reconcile with the payment portal. If the payment failed at the portal, your bank’s reversal process applies. If the payment succeeded at the portal but was not applied to your Customer ID, we will apply it or reverse it once confirmed.
We do not publish a fixed number of hours or days for bank or payment-portal reversals, because those timelines are not stated on this Website and often depend on the payment method.
6. Unauthorised transactions
If you believe a payment was made without your authority, contact us and your bank or payment-app provider promptly. We can freeze or review account application of a disputed credit where we have not yet consumed it as Validity. Resolution of card or UPI disputes follows the rules of the payment channel.
7. Equipment
Wi‑Fi routers provided for use on eligible plans remain FortiFiber property and must be returned when Service ends. This Website does not describe a refundable equipment deposit. We therefore do not operate a deposit-refund process on the basis of this site. Unreturned Company-owned Equipment may result in a reasonable recovery charge, which is not a “deposit” described here.
8. How refunds are paid
Approved refunds are made through the original payment channel where that channel supports reversal, or by another method we both agree. We do not commit to a published SLA in days. Processing depends on confirmation of the original transaction and on the payment provider.
9. How to request a review
Email [email protected], call or WhatsApp +91 6309405143, and include:
- Customer ID (if issued);
- registered mobile number;
- installation address (for new connections);
- payment reference, date, and amount; and
- a short description of the issue.
10. Related documents
Terms of Service, Privacy Policy, Disclaimer, Fair Usage Policy, TRAI Compliance.