Refund Policy
Effective Date: 10th November, 2024
At Comet Networks, we are committed to providing reliable and high-quality internet services. If for any reason you are not satisfied with our services, this Refund Policy outlines your rights and options for requesting a refund. Please read this policy carefully.
1. Eligibility for Refund
Refunds are only available under specific circumstances. Refund eligibility is determined by the following criteria:
- Technical Issues: If you experience significant technical issues that prevent you from using our service, and our support team is unable to resolve these issues within a reasonable time.
- Billing Errors: If you were charged incorrectly or were billed for services not received, you may be eligible for a refund.
- Service Cancellation: Refunds for prepaid amounts may be available if you cancel the service before using the full term, based on the terms outlined in Section 3.
2. Non-Refundable Situations
Some fees and charges are non-refundable, including but not limited to:
- Installation or activation fees.
- One-time setup or equipment fees.
- Fees associated with exceeding usage limits or violating the Terms of Service.
- Partial refunds for unused days within a billing cycle (unless specified in your service plan).
3. Refund Process
If you believe you are eligible for a refund, please follow these steps:
- Submit a Request: Contact our customer support team at support@cometnetworks.co.ke within 30 days of the charge date. Please provide your account details, reason for the refund request, and any relevant documentation.
- Verification: Our team will review your request and may contact you for additional information. This review process typically takes up to 7 business days.
- Approval or Denial: Once reviewed, we will inform you of the decision via email. If approved, the refund will be processed as specified in Section 4 below.
4. Refund Methods and Timing
- Payment Method: Refunds will be issued to the original payment method used at the time of purchase. Please allow up to 10 business days for the refunded amount to appear in your account, depending on your financial institution.
- Alternative Method: In cases where the original payment method is no longer available, we may issue the refund via an alternative method, as agreed upon with you.
- Partial Refunds: For prepaid services that are partially used, we may offer a prorated refund based on the remaining days left in the service period.
5. Subscription Cancellations
If you choose to cancel your subscription, please note the following:
- Monthly Subscriptions: If you cancel a monthly subscription, your service will remain active until the end of the current billing cycle. No refunds are issued for the remaining days within the cycle.
- Two-month and longer Subscriptions: If you cancel a two-month or longer subscription within the first 30 days, you may be eligible for a prorated refund. Cancellations after the first 30 days are non-refundable.
6. Changes to the Refund Policy
We reserve the right to modify this Refund Policy at any time. Changes will be posted on our website, and the effective date will be updated accordingly. Continued use of our services after changes are made constitutes your acceptance of the modified terms.
7. Contact Information
If you have questions about this Refund Policy or wish to request a refund, please contact us:
Thank you for choosing Comet Networks. We value your trust and are dedicated to providing a satisfying service experience.