Refund Policy

1. Overview

At Shen-net, we are committed to providing exceptional service and customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting them.

2. Service Satisfaction Guarantee

We offer a 30-day satisfaction guarantee for new customers. If you are not completely satisfied with our service within the first 30 days, you may cancel and receive a full refund of service fees paid.

Guarantee Conditions

• Must be a new customer (not returning after previous cancellation)
• Refund request must be made within 30 days of service activation
• All equipment must be returned in good condition
• Account must be in good standing with no violations of Terms of Service

3. Refundable Services and Fees

The following services and fees may be eligible for refunds under specific circumstances:

Monthly Service Fees

• Prorated refunds for unused service periods
• Full refunds during the 30-day satisfaction guarantee period
• Refunds for service outages exceeding our service level commitments

Installation and Activation Fees

• Refunded if installation cannot be completed due to technical limitations
• Included in 30-day satisfaction guarantee refunds
• May be waived for service transfers to new locations

Equipment Fees

• Purchase fees refunded if equipment is returned within 30 days
• Rental fees prorated for unused periods
• Shipping fees for defective equipment returns

4. Non-Refundable Services and Fees

The following services and fees are generally non-refundable:

• Service fees for periods when service was available and used
• Late payment fees and reconnection charges
• Third-party service charges (streaming services, premium channels)
• Fees for damaged or lost equipment
• Early termination fees (except during satisfaction guarantee period)
• Professional installation fees for completed installations
• Custom installation or special service requests

5. Service Outage Refunds

We are committed to providing reliable service. If you experience significant service outages, you may be eligible for service credits or refunds.

Outage Credit Eligibility

• Service outages lasting more than 4 consecutive hours
• Repeated outages affecting service quality
• Scheduled maintenance extending beyond announced windows
• Network issues preventing normal service usage

Credit Calculation

• Credits calculated based on daily service fee
• Prorated for actual outage duration
• Applied as account credits or cash refunds upon request
• Automatically applied for qualifying outages

6. Promotional Offer Refunds

Special promotional offers may have specific refund terms and conditions:

• Promotional pricing may require minimum service commitment
• Early cancellation may result in promotional fee recovery
• Bundled service refunds calculated per individual service
• Gift card promotions may affect refund calculations

7. Equipment Return Policy

Equipment must be returned for refund eligibility:

Return Requirements

• Equipment must be returned within 30 days of service cancellation
• All original accessories and cables must be included
• Equipment must be in good working condition
• Original packaging preferred but not required

Equipment Condition Standards

• Normal wear and tear is acceptable
• No physical damage or modifications
• All factory settings restored
• Clean and free of debris

Equipment Replacement Fees

• Damaged equipment: $50-$200 depending on device
• Missing accessories: $10-$50 per item
• Lost equipment: Full replacement cost
• Modified equipment: Full replacement cost

8. Refund Request Process

To request a refund, please follow these steps:

Contact Methods

• Call customer service at 1-800-SHEN-NET
• Submit online request through customer portal
• Email refunds@shen-net.com
• Visit a local service center

Required Information

• Account number and customer identification
• Reason for refund request
• Preferred refund method
• Equipment return acknowledgment

9. Refund Processing Timeline

Refunds are processed according to the following timeline:

• Review Period: 3-5 business days for initial review
• Equipment Verification: 5-7 business days after return receipt
• Processing: 7-10 business days for refund processing
• Payment: 3-5 business days for payment method processing

Total timeline: 2-4 weeks from refund request to payment receipt.

10. Refund Payment Methods

Refunds are issued using the following methods:

Primary Methods

• Credit to original payment method (credit card, bank account)
• Account credit for future services
• Check payment (if original method unavailable)
• Electronic transfer (for qualifying accounts)

Processing Fees

• No fees for standard refund processing
• Expedited processing may incur additional fees
• International refunds may have currency conversion fees
• Check payments may have processing fees

11. Disputed Charges

If you dispute a charge on your account, please contact us before filing a chargeback with your payment provider:

• We will investigate all disputed charges promptly
• Documentation may be required to support your dispute
• Resolution typically occurs within 10 business days
• Chargebacks may result in account suspension until resolved

12. Business Customer Refunds

Business customers may have different refund terms based on their service agreements:

• Contract terms may override standard refund policies
• Service level agreements define refund eligibility
• Custom installations may have specific refund terms
• Volume discounts may affect refund calculations

13. Limitations and Exceptions

This refund policy is subject to the following limitations:

• Refunds limited to amounts actually paid
• No refunds for indirect or consequential damages
• Policy subject to applicable federal and state laws
• Terms may vary by service location
• Special promotional terms may supersede general policy

14. Policy Updates

This Refund Policy may be updated periodically. Changes will be communicated through:

• Email notifications to account holders
• Posted updates on our website
• Billing statement notices
• Customer service communications

Updated policies apply to services ordered after the effective date.

15. Contact Information

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