Introduction

At XelNetwork, we are committed to providing high-quality internet and Wi-Fi services. We understand that circumstances may change, and we aim to make our refund process clear and fair. This policy outlines the conditions under which refunds may be issued for services purchased from XelNetwork.

15-Day Money-Back Guarantee

We offer a 15-day money-back guarantee on new service activations. If you are not completely satisfied with your XelNetwork internet or Wi-Fi service, you may request a full refund of your monthly service fees within the first fifteen (15) calendar days from the date of your service activation.

• Eligibility: This guarantee applies only to the initial monthly service fees for new activations. It does not apply to subsequent months of service, one-time fees (e.g., installation fees unless explicitly covered by a separate promotion), equipment purchase costs, or any usage-based charges (e.g., long-distance calls if applicable).
• Equipment Return: To be eligible for a refund under this guarantee, all XelNetwork-provided equipment (modems, routers, etc.) must be returned in good working condition, with all original packaging and accessories, within a specified timeframe (e.g., 7 days) after the refund request is approved. Failure to return equipment may result in charges for the equipment.

Other Refund Scenarios

Refunds outside the 15-day money-back guarantee period are generally not provided, except in the following limited circumstances:

• Billing Errors: If you have been overcharged due to a billing error on our part, we will issue a refund for the erroneous amount.
• Service Termination by XelNetwork: If XelNetwork terminates your service for reasons other than a violation of our Terms of Service (e.g., due to inability to provide service in your area), a pro-rata refund for any unused portion of a pre-paid service period may be issued.

Non-Refundable Items/Situations

The following are generally non-refundable:

• Monthly service fees beyond the initial 15-day money-back guarantee period.
• One-time installation fees, activation fees, or setup fees (unless part of a specific promotional offer explicitly stating a refund for these).
• Equipment purchase costs (unless returned within the 15-day guarantee period and in accordance with Section 2).
• Usage-based charges (e.g., pay-per-view, long-distance calls).
• Services terminated due to a violation of XelNetwork's Terms of Service or Acceptable Use Policy.

How to Request a Refund

To request a refund, please contact our Customer Support team:

• By Phone: +1 (888) 669-9261
• By Email: xelnetworkinc@gmail.com

Please provide your account number, full name, contact information, and a detailed reason for your refund request.

Refund Process and Timeline

Upon receiving your refund request, we will review it in accordance with this policy. If approved:

• Refunds will be processed to the original payment method used for the purchase.
• Please allow 7-10 business days for the refund to appear on your statement, depending on your bank or credit card company.
• You will receive an email notification once your refund has been processed.

Changes to This Refunds Policy

We may update this Refunds Policy from time to time. We will notify you of any changes by posting the new Refunds Policy on this page. You are advised to review this policy periodically for any changes. Changes to this Refunds Policy are effective when they are posted on this page.

Contact Us

If you have any questions about this Refunds Policy, please contact us:

• Email: xelnetworkinc@gmail.com
• Phone: +1 (888) 669-9261