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Legal, Regulatory and Policy
Refund & CancellationAll transactions on the fivenetwork.com website, monetary and otherwise, are non-refundable, non-exchangeable and non-reversible, save and except in the event of proven gross negligence on the part of fivenetwork.com or its representatives or in the case of products/services covered by Money Back Guarantee, in which event the user agrees that the user shall only be entitled to a refund of the amount actually paid by the user and actually received by fivenetwork.com with respect to the transaction done by the user. In the event of refund of the amount to the customer for any reason, the amount will be refunded to the customer on the concerned credit card/debit card/bank account through Internet Payment Gateway process only and no cash refunds will be made. We reconcile all transactions on our system with Internet Payment Gateway on T+2 working day (excluding Sundays and Holidays) basis. All transactions which have failed and where we have received payment confirmation from the Internet Payment Gateway, a refund will be processed within 7 working days from the date of transaction and a mail will be sent in confirmation. Please note in refund cases, the concerned bank or card issuer may take 7-15 days to post a credit to your account. This is an automatic process and will be followed in all cases. However, for cases where you have received a success confirmation but the payment is not reflecting in your account with us or any other case, you are welcome to log a complaint by sending an email to firstname.lastname@example.org and we will provide you a quick resolution.
Terms & UsageA. General: The terms used but not defined in this document shall have the same meaning as assigned to them in the General Terms and Conditions. B. Plans: The Company offers a range of pre-paid Subscriptions/Plans for its Users. The varied Subscriptions/Plans, add-ons, and other services offered by the Company shall have correspondingly different compositions and charges, all of which shall be subject to change by the Company from time to time but within the overall applicable guidelines and norms. The Subscriptions / Plans offered by the Company differ from time to time and area to area. The Company does not guarantee the availability of any such Subscriptions / Plans and may discontinue these without prior intimation to the User. The Subscription / Plans offered by the Company are subject to the following terms and conditions: i. The User shall have the option to choose from a set of pre-determined pre-paid plans offered by the Company, based on their data requirements. ii. The User shall have to make advance payment in case of all pre-paid plans and the service shall be activated by the Company only pursuant to receipt of all the charges towards the Subscription/Plan opted for. iii. The Company may offer different plans and pricing for different durations, viz. 1 month, 3 months, 6 months. 1 year etc. However, the billing cycle for each will be monthly irrespective of the total duration of the plan. iv. For each billing cycle, the Company shall provide an invoice against the pro rata monthly charges paid by the User and the invoice shall be sent on the registered email address provided by the User. The Company shall not be responsible for non-receipt of invoice and in such an event, the User shall be under an obligation to enquire about the invoice and clear any pending charges / dues as per the timelines specified therein. v. Unless specifically agreed otherwise by the Company, the User shall not have the option to carry forward the unused quota of the data available in one billing cycle under any Subscription/Plan, to the successive billing cycle. vi. The User shall be required to either renew their existing Subscription/Plan (if the same is being offered on the date of renewal) or subscribe to a fresh Subscription/Plan, by making payment of the necessary charges before the expiry of their current Subscription / Plan, so as to enjoy continued provision of services. vii. Each renewal of the Subscription/Plan shall constitute a separate Service Contract Period. viii. The Company shall have the right to terminate the services at the end of the Subscription/Plan availed by the User, without offering any option for renewal. ix. The details of the Subscriptions / Plans on offer by the Company shall be communicated to any prospective User upon an enquiry made in this regard. C: Equipment Costs and Refund: i. The Company may, at its option, provide a Wi-Fi router/ONU Device or any other Equipment which is necessary for provision of the services and install the same at the User’s premises. ii. For Subscriptions / Plans having a tenure of less than 1 year, the Company shall collect Security, i.e. an interest-free deposit of Rs. 2,000/- from the User towards provision of such Wi-Fi router / ONU Device /Equipment. Such interest-free deposit shall be refunded to the User upon return of the said Wi-Fi router / ONU Device /Equipment in good working condition, within the period of 1 year from the date of installation thereof at the User’s premises. The discretion of the Company in relation to what constitutes ‘good working condition’ shall be final and conclusive. During the period of 1 year, the Company shall have sole and exclusive ownership and right over the said Wi-Fi router / ONU Device /Equipment provided by the Company. The User shall have no right to pledge, sell, mortgage, give away, remove, relocate, alter or tamper with the said Wi-Fi router / ONU Device /Equipment. iii. If the User retains such Wi-Fi router / ONU Device /Equipment beyond a period of 1 year from the date of installation, whether on account of successive renewal of Subscription / Plans or for any other reason whatsoever, the ownership of such Wi-Fi router / ONU Device /Equipment shall stand transferred to the User, and the interest-free deposit of Rs. 2,000/- shall be utilized towards the cost of such Wi-Fi router / ONU Device /Equipment. It is clarified that in such cases, the User shall not be entitled to claim any refund of the interest-free deposit from the Company. iv. For Subscriptions / Plans having a tenure of more than 1 year, the cost of the Wi-Fi router / ONU Device /Equipment shall be included in the cost of such Subscriptions / Plans. However, the Company shall have no obligation to replace or repair such Wi-Fi router / ONU Device /Equipment in case of any malfunction or defect, unless such malfunction or defect is in the nature of a manufacturing defect which has been raised within the warranty period of such Wi-Fi router / ONU Device / Equipment. v. Notwithstanding anything stated hereinabove, in case the Wi-Fi router / ONU Device / Equipment provided by the Company is stolen, removed, altered or tampered with while it is installed at the User’s Premises, the Company shall not be responsible towards the same. In such cases, the Company shall have no obligation to repair / replace such Wi-Fi router / ONU Device / Equipment, or to refund the Security Deposit paid by the User. vi. In all such cases of theft / removal / alteration / tampering, the User is obligated to notify the Company within 3 (three) business days of the happening of any of the aforesaid events, failing which the User shall be liable to indemnify the Company for any unauthorized use of the said Wi-Fi router / ONU Device / Equipment. D: Services and Discounts: The Company reserves its right to run discounts/promotions on the various Subscriptions/Plans offered to the User. The Company shall have the right to discontinue all such discounts/promotions or alter the discounts/promotions being run by it without prior intimation to the User. E: Refund Policy: i. The Company shall not be under an obligation to refund to the User any amount paid towards the services availed by the User under any Subscription/Plan offered by the Company. ii. The Company shall not be under any obligation to transfer / appropriate the amount received from the User against a particular Subscription/Plan to another Subscription/Plan. iii. For policy regarding refund of interest-free security deposit, refer “C. Equipment Costs and Refund” F: General i. The above policy applies to all Users other than the Corporate Internet Leased Line Users (“CILL Users”). In relation to CILL Users, the Company may customize the terms, policies and plans as per its discretion. The terms set out in the Subscription Form or any other document executed with such CILL Users shall override these terms to the extent that they are contradictory to what has been stated herein. However, in relation to all such matters which are not specifically covered by the Subscription Form or any other document executed with such CILL Users, the terms set out herein shall apply to CILL Users mutatis mutandis. ii. The Company shall have the right to cancel / terminate / refuse renewal of any Subscription / Plan to any User, if the Company is of the opinion that such User is in violation of any of the terms and conditions of the Agreement, or any other rules, regulations, laws in force. iii. The Company reserves its rights to modify any terms of this policy without prior intimation or notice. iv. The Company further reserves its rights to offer any exemption / waiver to any specific User in relation to the terms of this policy, as the Company may deem fit, on a case to case basis.
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