Refund & cancellation

Last updated: 15 September 2026

This policy explains when a payment made to DM Broadband (OPC) Private Limited can be cancelled or refunded. It applies to broadband and Air Fiber subscriptions, installation charges and equipment booked through dmbroadband.net or at our offices.

Subscriptions

• Plans are prepaid for the period you choose. Once a plan is activated, the subscription amount for that period is not refundable, because the bandwidth and the bundled OTT services are committed for the whole period.
• If we cannot activate your connection — for example the feasibility survey fails, or we are unable to install within a reasonable time — the entire amount you paid is refunded in full.
• If you cancel before installation, the full amount is refunded after deducting any material or labour already used at your premises.
• If a payment is charged twice or an incorrect amount is collected, the excess is refunded in full.
• If service is unavailable for a continuous period of more than 3 days for a reason attributable to us, we credit a pro-rata extension of your plan validity on request.

Installation, shifting and equipment

• Installation, activation and shifting charges cover work already carried out and material already consumed, and are not refundable once the work is done.
• Equipment sold outright is not returnable unless it is defective on delivery. A defective unit reported within 7 days of installation is replaced free of charge.
• Refundable security deposits taken for rented equipment are returned after the equipment is handed back in working condition and all dues are cleared.

Failed and duplicate payments

If money is debited but the payment fails, it is normally reversed automatically by your bank within 5 to 7 working days. If it does not, contact us with the transaction reference and we will pursue it.

How to request a refund

1. Write to dmbroadband@gmail.com or call +91 73839 68600 within 7 days of the payment.
2. Give your registered mobile number or customer ID, the amount, the date, and the transaction reference.
3. We acknowledge the request within 2 working days and tell you whether it is approved, with reasons.

How refunds are paid

• Approved refunds are processed within 7 to 10 working days of approval.
• Refunds go back to the original payment method wherever possible. Cash payments are refunded by bank transfer to the subscriber's own account.
• Any amount you owe us may be adjusted against the refund.

Not refundable

• Charges for a period during which the service was working and available to you.
• Amounts lost because the connection was suspended or terminated for breach of our terms and conditions.
• Third-party charges already passed on, such as OTT subscriptions already activated.

Questions

DM Broadband (OPC) Private Limited, Shop No. 17, National Plaza Complex, Surat–Navsari Road, Unn, Surat, Gujarat – 394210
Phone: +91 73839 68600 / +91 99049 68600  |  Email: dmbroadband@gmail.com