REFUND POLICY
Rahul Cable TV And Broadband Network
At Rahul Cable TV And Broadband Network, we are committed to providing reliable cable TV and broadband services with complete transparency. This Refund Policy explains the terms under which refunds, adjustments, credits, or service validity extensions may be provided to customers.
This policy is designed in line with standard Indian service business practices, customer protection principles, and applicable telecom/cable service guidelines. TRAI requires service providers to maintain proper customer grievance redressal mechanisms, and billing or charging complaints must be resolved within prescribed timelines. Any credit, waiver, or adjustment arising from such resolution should be provided after complaint resolution.
1. General Policy
All payments made towards cable TV, broadband plans, installation, activation, subscription, device charges, recharges, renewals, or service-related charges are subject to the terms of this Refund Policy.
Refunds will be considered only where the customer has made a valid payment and the service has not been provided, has been wrongly charged, or where Rahul Cable TV And Broadband Network is unable to activate or continue the service due to reasons within its control.
Refunds are not automatic and will be processed only after verification of the customer account, payment details, service usage, plan status, device return status, and applicable deductions, if any.
2. Refund Eligibility
A customer may be eligible for a refund, credit adjustment, or service validity extension in the following cases:
The customer has made a payment but the service could not be activated.
The customer has been charged twice for the same plan or service.
An incorrect amount has been collected due to billing or system error.
The customer has paid for a plan that could not be provided due to technical or service feasibility reasons.
A refund has been approved by Rahul Cable TV And Broadband Network after reviewing a valid complaint.
For broadband/wireline services, if a service fault is not resolved within the applicable period, the customer may be eligible for proportional rent rebate or validity extension as per applicable service rules and complaint resolution standards.
3. Non-Refundable Charges
The following charges are generally non-refundable unless otherwise approved by the company in writing:
Installation charges once installation work has started or is completed.
Activation charges.
Wiring, cabling, connector, material, labour, and visit charges.
One-time setup charges.
Service visit charges.
Plan charges for services already used.
Add-on channel packs, OTT packs, or third-party subscription charges once activated.
Router, modem, set-top box, adapter, remote, cable, or equipment charges where the device is sold to the customer.
Security deposit or device deposit may be refundable only as per the device return and condition terms mentioned below.
4. Broadband Plan Refunds
Broadband plan charges are normally charged in advance. Once the broadband service is activated and used, the plan amount is not refundable.
However, if the service cannot be activated after payment due to non-feasibility or technical reasons from our side, the eligible amount may be refunded after deducting any actual cost already incurred, if applicable.
If a customer requests cancellation after activation, the used period, installation cost, device charges, service visit charges, and any pending dues may be deducted before calculating any refundable amount, if applicable.
5. Cable TV Plan Refunds
Cable TV subscription charges, channel pack charges, broadcaster charges, and add-on pack charges are generally non-refundable once activated.
If a customer has been charged incorrectly or if a package has not been activated despite payment, the company may provide a refund, account credit, or plan adjustment after verification.
Refunds for broadcaster packs, paid channels, or third-party content services are subject to the rules of the broadcaster, MSO, LCO, or applicable service provider.
6. Device Deposit and Equipment Refund
If any refundable deposit has been collected for a router, modem, set-top box, adapter, or other device, the refund will be processed only after the device is returned in working condition.
The returned device must include all accessories provided at the time of installation, such as adapter, remote, cables, or any other equipment.
The company may deduct charges for:
Physical damage.
Missing accessories.
Burnt or tampered device.
Broken seal.
Water damage.
Non-working condition.
Pending monthly dues.
Unreturned equipment.
7. Service Disconnection and Cancellation
Customers who wish to discontinue the service must submit a cancellation or disconnection request through the company's official support number, office, WhatsApp, email, or authorized customer support channel.
Refunds, if applicable, will be calculated only from the date the company receives and acknowledges the cancellation request, not from the date the customer stops using the service.
Any pending dues, device charges, material charges, or service charges must be cleared before refund processing.
8. Refund Processing Timeline
Once a refund request is approved, Rahul Cable TV And Broadband Network will process the eligible refund within 7 to 21 working days, depending on the payment method, bank processing time, customer verification, and device return status.
For refunds to bank accounts, the customer may be required to provide:
Customer name.
Registered mobile number.
Customer ID or account number.
Payment receipt or transaction ID.
Bank account details.
Cancelled cheque or bank proof, if required.
Device return confirmation, if applicable.
Many service providers process refunds only after receipt of required documents and return of customer premises equipment, where applicable.
9. Mode of Refund
Refunds may be processed through one of the following methods:
Bank transfer.
UPI transfer.
Original payment method, where possible.
Account credit adjustment.
Extension of service validity.
Adjustment in the next billing cycle.
The mode of refund will be decided by Rahul Cable TV And Broadband Network based on the nature of the payment, customer account status, and internal verification.
10. No Cash Refund Policy
For safety, transparency, and proper accounting, cash refunds may not be provided unless specifically approved by the company.
Wherever possible, refunds will be processed digitally through bank transfer, UPI, or account adjustment.
11. Wrong Recharge or Wrong Payment
If a customer makes payment to the wrong account, wrong customer ID, wrong plan, or wrong amount, the customer must immediately inform the company with valid payment proof.
The company will verify the transaction and may transfer the amount to the correct customer account, adjust it against future billing, or process a refund where applicable.
Rahul Cable TV And Broadband Network will not be responsible for delays caused due to incorrect payment details provided by the customer.
12. Promotional Offers and Discounted Plans
Payments made under special offers, annual plans, discounted plans, festival offers, bundled plans, free installation offers, or promotional schemes are non-refundable unless specifically mentioned in the offer terms.
If a customer cancels a discounted or bundled plan before completion of the committed period, the company may recover the benefit, discount, free installation cost, device subsidy, or promotional value before calculating any refund.
13. Force Majeure and External Issues
Refunds will not be applicable for temporary service interruption caused by factors beyond the company's reasonable control, including but not limited to:
Power failure.
Government restrictions.
Natural calamity.
Road digging or cable cut by third parties.
Damage caused by society, building, public authority, or external contractor.
Customer-side router or device issue.
Customer-side wiring damage.
Customer premises access not available.
Internet upstream provider issue.
Broadcast or channel-level issue from broadcaster/MSO.
In such cases, Rahul Cable TV And Broadband Network will make reasonable efforts to restore the service at the earliest.
14. Complaint and Grievance Process
Customers can raise refund, billing, or service complaints through the official customer support channels of Rahul Cable TV And Broadband Network.
The customer must provide proper details, including customer ID, registered mobile number, payment proof, issue details, and complaint date.
The complaint will be reviewed by the support team, and the customer will be informed about the resolution, adjustment, or refund eligibility.
TRAI recognizes the need for a two-tier complaint and grievance redressal mechanism for telecom service providers, where customers can first raise complaints with the service provider and escalate if the complaint is not satisfactorily resolved.
15. Right to Reject Refund Request
Rahul Cable TV And Broadband Network reserves the right to reject any refund request if:
The service has already been used.
The request is made after an unreasonable delay.
The customer has pending dues.
The customer has violated service terms.
The device is not returned.
The device is damaged or missing.
The payment proof is invalid.
The refund claim is found to be false, duplicate, or misleading.
The issue is due to customer-side equipment, wiring, or negligence.
16. Policy Updates
Rahul Cable TV And Broadband Network reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. The updated policy will be applicable from the date it is published on the company's official website, customer form, invoice, or communicated through official channels.
17. Contact Details
For refund, billing, cancellation, or service-related queries, customers may contact:
Rahul Cable TV And Broadband Network
Customer Support : 7439650048
Email : rahulcabletvbroadbandnetwork@gmail.com
Office Address : Manicktala, Ichapur, North 24 Parganas, West Bengal, India.
Website : https://rahulbroadband.in