Refund & Cancellation
Last Updated: May 8, 2026
Zetrox Broadband operates on a strictly prepaid infrastructure model. Bandwidth and routing resources are allocated to your node the moment a payment is processed. Therefore, all subscription payments are generally final. However, we maintain specific protocols for technical failures and billing anomalies.
1. Standard Subscription Rules
Because internet plans (1-Month, 4-Month, etc.) are prepaid services:
- We do not provide pro-rated refunds if you choose to cancel your service in the middle of an active billing cycle.
- Your connection will simply remain active until the end of your current paid term, after which it will automatically disconnect if not renewed.
2. Eligible Refund Scenarios
100% refunds will be automatically initiated under the following specific conditions:
- Technical Unfeasibility: If you pay for a new connection in advance, but our field engineers determine that fiber deployment is physically impossible at your address.
- Billing Anomalies: If a gateway error results in a duplicate charge (e.g., your UPI is debited twice for the same invoice).
- SLA Breach: If a localized network outage lasts longer than 72 consecutive hours and is the fault of Zetrox Broadband infrastructure (excluding power cuts at your premises or acts of God), you may request a pro-rated credit or refund for the downtime.
3. Cancellation Procedure
You may cancel your Zetrox Broadband service at any time without hidden termination fees. To cancel effectively:
- Submit a cancellation request via your Customer Portal or our official WhatsApp support line at least 3 days prior to your next billing date.
- If you are enrolled in UPI AutoPay or an eMandate, you must revoke the mandate via your banking app to ensure automated deductions cease.
4. Hardware Return Protocol
As outlined in our Terms of Service, the 5G Router and Optical Network Terminal (ONT) are provided free of charge but remain the property of Zetrox Broadband.
- Upon cancellation, our technicians will schedule a free pickup of the hardware.
- Penalty Clause: If the hardware is not returned within 7 days of cancellation, or if it is returned with severe physical or water damage, a hardware replacement fee of ₹2,500 will be billed to your account.
5. Refund Processing Times
Once a refund is approved by our billing department, the funds are routed back through our secure payment gateway (e.g., Razorpay/UPI). Please allow 5 to 7 business days for the amount to reflect in your original bank account or credit card statement.
6. Billing Support Contact
To report a duplicate charge or initiate a feasibility refund, please contact our financial routing team immediately: