Refund Policy
Last updated: January 2025
30-Day Satisfaction Guarantee
We stand behind our services with a 30-day satisfaction guarantee. If you're not completely satisfied with your Nation Wide Net service, you may cancel within the first 30 days for a full refund of monthly service charges.
Refund Eligibility
Eligible for Full Refund:
- Monthly service charges within first 30 days
- Unused portions of prepaid service
- Installation fees if service is cancelled within 30 days
- Equipment rental fees for returned equipment
Non-Refundable Items:
- Professional installation labor (after 30 days)
- Custom wiring or construction work
- Third-party service fees
- Damaged or unreturned equipment charges
- Early termination fees (where applicable)
Prorated Refunds
If you cancel service mid-billing cycle after the 30-day guarantee period:
- Internet service: Prorated refund for unused days
- TV service: No refund for partial month (programming costs)
- Premium channels: Prorated refund for unused days
- Equipment rental: Prorated refund upon equipment return
Installation and Activation Fees
Standard Installation
- Free with 12-month service commitment
- $99 fee for month-to-month service
- Fully refundable within 30-day guarantee period
Custom Installation
- Additional charges for complex installations
- Custom work charges are non-refundable after completion
- Estimates provided before any custom work begins
Activation Fees
- $25 activation fee for new service
- Refundable within 30-day guarantee period
- Waived for qualifying promotions
Equipment Returns
Return Requirements
- All equipment must be returned within 30 days of service cancellation
- Equipment must be in good working condition
- Original packaging not required, but equipment must be properly protected
- We provide prepaid return shipping labels
Equipment Replacement Charges
- Router/Modem: $150
- TV Receiver: $100
- Remote Control: $25
- Cables and Accessories: $15-$50 each
How to Request a Refund
- Contact Customer Service: Reach out through our live chat or customer portal
- Provide Account Information: Have your account number and service address ready
- Specify Refund Reason: Let us know why you're requesting a refund
- Schedule Equipment Return: We'll arrange pickup or provide return instructions
- Confirmation: You'll receive email confirmation of your refund request
Refund Processing
Processing Time
- Refunds are processed within 5-7 business days after equipment return
- Credit card refunds may take 3-5 additional business days to appear
- Bank transfer refunds may take 7-10 business days
Refund Method
- Refunds are issued to the original payment method
- If original payment method is unavailable, we'll issue a check
- Promotional credits are not refundable in cash
Exceptions and Special Circumstances
Service Moves
- Moving to a serviceable area: No charges or fees
- Moving to non-serviceable area: Full refund of remaining service
- Equipment transfer or return as needed
Service Issues
- Extended outages may qualify for service credits
- Performance issues will be investigated before refunds
- Technical support will be provided to resolve issues when possible
Contract Cancellations
- Early termination fees may apply to contract plans
- Military deployment and qualifying moves are exempt
- Death or disability may qualify for fee waiver
Disputed Charges
If you believe you've been charged incorrectly:
- Contact us within 60 days of the charge
- Provide details about the disputed amount
- We'll investigate and respond within 30 days
- Credits will be applied to your account if charges are found to be incorrect
Changes to This Policy
We may update this Refund Policy from time to time. Changes will be posted on our website with the updated effective date. Material changes affecting your rights will be communicated via email or account notification.
Contact Us
For refund requests or questions about this policy, please contact us through our live chat support available 24/7 on our website, or through your online account portal.