Last updated: October 13, 2025
30-Day Money-Back Guarantee
We're confident you'll love our service. If you're not completely satisfied within the first 30 days, we'll refund your money – no questions asked!
1. Eligibility for Refunds
You may be eligible for a refund under the following circumstances:
- Service cancellation within 30 days of activation
- Service outages exceeding our SLA commitments
- Billing errors or overcharges
- Service not available at your location after installation
2. What's Covered
Our refund policy covers:
- Monthly service fees for unused service periods
- Installation fees (within 30-day window)
- Pro-rated charges for partial service months
- Duplicate or erroneous charges
3. What's Not Covered
The following items are not eligible for refund:
- Equipment fees after 30 days
- Third-party service charges
- Taxes and regulatory fees
- Service used for more than 30 days
- Damages to customer property
4. How to Request a Refund
To request a refund, please contact us within the eligible timeframe:
- Call our customer service at 1-800-CONNECT
- Email us at billing@connectingcable.com
- Visit our online customer portal
- Chat with our live support agents
5. Processing Time
Refund processing times:
- Credit card refunds: 3-5 business days
- Bank transfers: 5-7 business days
- Check payments: 10-14 business days
- Account credits: Immediate
6. Service Cancellation
When you cancel your service:
- Service continues until the end of your billing cycle
- No refund for used portion of the month (after 30 days)
- Equipment must be returned within 30 days
- Unreturned equipment will be charged to your account
7. SLA Credits
For business customers with Service Level Agreements:
- Automatic credits for qualifying outages
- Credits applied to next monthly bill
- No action required from customer
8. Dispute Resolution
If you're not satisfied with our refund decision:
- Request escalation to a supervisor
- File a complaint with our customer advocate
- Contact regulatory authorities if necessary
9. Contact Us
For refund requests or questions:
- Phone: 1-800-CONNECT (24/7)
- Email: billing@connectingcable.com
- Live Chat: Available on our website
- Mail: 123 Fiber Lane, San Francisco, CA 94105