Refund Policy

1. Refund Policy Overview

At YesNet, we stand behind the quality of our internet service with a customer-friendly refund policy. This policy outlines the terms and conditions under which refunds are provided for our services.

2. 30-Day Trial Period

2.1 New Customer Guarantee

All new residential customers are eligible for our 30-day money-back guarantee. This trial period begins on the date your service is activated.

2.2 Trial Period Benefits

• Full refund of monthly service fees
• No cancellation fees or penalties
• No questions asked policy
• Installation fees refunded (if applicable)

2.3 How to Request Trial Period Refund

To request a refund during the trial period:

1. Contact customer service within 30 days of activation
2. Provide your account number and service address
3. Confirm cancellation of service
4. Return any rented equipment (if applicable)

3. Refund Eligibility

3.1 Eligible for Refunds

You may be eligible for a refund in the following situations:

• Cancellation within 30-day trial period
• Service not available at your location after order
• Extended service outages (beyond SLA terms)
• Billing errors or overcharges
• Duplicate payments
• Pre-paid services not rendered
• Account closure with credit balance

3.2 Partial Refund Eligibility

Partial refunds may be issued for:

• Mid-cycle cancellations (prorated)
• Downgrade of service plan
• Service interruptions exceeding SLA
• Removal of add-on services

4. Cancellation Procedures

4.1 How to Cancel Service

You can cancel your service through any of these methods:

• Phone: Call 870-270-4087 (24/7 support)
• Online: Submit request via customer portal
• Email: Send cancellation request to support@yesnet.com
• In Writing: Mail cancellation letter to our business address

4.2 Required Information

When cancelling, please provide:

• Account number
• Service address
• Reason for cancellation (optional but helpful)
• Requested cancellation date
• Equipment return arrangements

4.3 Cancellation Timeline

5. Refund Processing

5.1 Processing Timeline

5.2 Refund Methods

Refunds are typically issued via the original payment method:

• Credit/Debit Card: Credited to original card
• Bank Transfer: Returned to bank account
• Check: Mailed to billing address
• Account Credit: Applied to outstanding balance

5.3 Confirmation

You will receive confirmation of your refund via:

• Email confirmation with refund details
• Reference number for tracking
• Updated account statement

6. Equipment Returns

6.1 Return Requirements

When cancelling service, you must return all rented equipment including:

• Modems and routers
• Set-top boxes
• Power adapters and cables
• Remote controls
• Any other YesNet-owned equipment

6.2 Return Methods

6.3 Equipment Charges

Failure to return equipment may result in:

• Non-return fees (up to full replacement cost)
• Withholding of deposit refunds
• Collection proceedings for unreturned items

6.4 Return Timeline

Equipment must be returned within 30 days of service cancellation to avoid charges.

7. Prorated Refunds

7.1 When Prorated Refunds Apply

Prorated refunds are calculated for:

• Mid-cycle service cancellations
• Service plan downgrades
• Removal of add-on services
• Extended service outages

7.2 Calculation Method

7.3 Minimum Service Period

Note: Some promotional rates may require minimum service periods. Early termination may affect refund eligibility.

8. Service Credits

8.1 Service Level Agreement (SLA) Credits

Credits are automatically applied for:

• Network availability below 99.9% monthly uptime
• Speed consistently below 80% of advertised rates
• Unplanned outages exceeding 4 hours

8.2 Credit Calculation

8.3 How to Request Credits

While many credits are automatic, you can also request credits by:

• Calling customer service at 870-270-4087
• Submitting a request through your account portal
• Emailing support@yesnet.com with outage details

9. Exclusions and Limitations

9.1 Non-Refundable Items

The following are generally non-refundable:

• Custom installation work beyond standard setup
• Service calls for customer-caused issues
• Late payment fees
• Reconnection fees after suspension
• Priority technical support add-ons (after use)
• Domain names and email services

9.2 Circumstances Affecting Refunds

Refunds may be denied or reduced for:

• Violation of Terms of Service
• Fraudulent activity or payment disputes
• Damage to YesNet equipment
• Excessive bandwidth usage violations
• Account suspension due to non-payment

9.3 Force Majeure

No refunds for service interruptions due to:

• Natural disasters (floods, earthquakes, storms)
• Government actions or regulations
• War, terrorism, or civil unrest
• Third-party infrastructure failures
• Scheduled maintenance (with advance notice)

10. Dispute Resolution

10.1 Initial Resolution

If you disagree with a refund decision:

1. Contact customer service for review
2. Provide supporting documentation
3. Request supervisor escalation if needed
4. Allow 3-5 business days for investigation

10.2 Formal Dispute Process

For unresolved disputes:

• Submit written dispute to disputes@yesnet.com
• Include account details and dispute summary
• Attach relevant documentation
• Response provided within 10 business days

10.3 Arbitration

Per our Terms of Service, disputes not resolved through customer service may be subject to binding arbitration. See Terms and Conditions for full arbitration procedures.

10.4 Regulatory Complaints

You may also file complaints with:

• Federal Communications Commission (FCC)
• Your state's Public Utilities Commission
• Better Business Bureau (BBB)
• Consumer Financial Protection Bureau (CFPB)

11. Contact Information

For refund requests, questions about this policy, or assistance with your account: