XPRESS FIBER PRIVATE LIMITED – Refund and Returns Policy
(Effective: February 13, 2026)
CIN: U64200BR2022PTC056987 | Incorporated: 23 March 2022
Registered Office: E-Gurhatta Rd, Sikandarpur, Mirjanhat, Bhagalpur, Bihar 812005
Email: support@xpressfiber.com | Website: xpressfiber.com
Customer satisfaction is our priority. This Policy outlines fair cancellation, refund, and returns process for Wi-Fi Service per TRAI regulations.
1. Scope
Applies to Wi-Fi plans/packs, activation fees, security deposits, and equipment (routers/ONT). Excludes used prepaid data/time.
2. Cancellation Policy
| Scenario | Notice Period | Eligibility |
|---|---|---|
| Pre-Activation | Anytime before installation | 100% plan fees refunded |
| Post-Activation | 7 days written notice | Pro-rata unused period |
| Prepaid Data Exhaustion | N/A | No cancellation |
| Service Fault/QoS Failure (>24hr downtime) | Report within 48 hours | Full service credit |
| Contract/Minimum Period | After lock-in | Pro-rata post-lock-in |
Process: Email support@xpressfiber.com with Account ID, reason, and proof. Equipment must be returned undamaged within 7 days (₹500-2000 penalty if not).
3. Refund Eligibility
| Payment Type | Refund Amount | Processing Time | Conditions |
|---|---|---|---|
| Pre-Activation | 100% (minus survey fee ₹200) | 7 days | Before equipment dispatch |
| Voluntary Post-Activation | Pro-rata – 10% processing fee | 10-15 days | Equipment returned |
| QoS/Service Failure | 100% affected period | 7 days | Verified via network logs |
| Security Deposit | 100% + 10% p.a. interest | Within 45 days post-termination | Per TRAI rules |
| Overpayment/Duplicate | 100% | 7 days | Proof required |
Non-Refundable:
-
Activation/installation fees (₹500-1000)
-
Used prepaid data/validity
-
AUP violations/suspensions
-
Equipment damage/non-return
4. Refund Calculation Examples
| Plan | Paid | Used | Refund Formula | Amount |
|---|---|---|---|---|
| ₹500 Monthly (30 days) | ₹500 | 15 days | (15/30 × ₹500) – 10% | ₹225 |
| ₹1000 Quarterly | ₹1000 | 20/90 days | (70/90 × ₹1000) – 10% | ₹778 |
| QoS Failure (3 days outage) | ₹1000 | Full month | 3/30 × ₹1000 | ₹100 credit |
5. Returns Process (Equipment)
-
Request: Email with service ticket
-
Return: Ship to Bhagalpur office within 7 days (prepaid label provided)
-
Inspection: 3 working days
-
Refund: Post-inspection if undamaged
-
Damage: Repair/replacement charges deducted
6. Payment Methods
-
Original method: Credit card/UPI/bank transfer
-
Gateway fees: Non-refundable
-
Cash payments: Cheque to registered address
7. Grievance Redressal
-
Level 1: Nodal Officer – 10 days resolution
-
Level 2: TRAI Portal (trai.gov.in)
-
Level 3: TDSAT (service disputes)
8. Important Notes
-
No pro-rata for prepaid data packs once consumed
-
24-hour cooling-off for new activations
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Network testing period: First 7 days post-install
-
TRAI QoS penalties auto-applied for downtime
-
Fraud/abuse: No refunds, service termination
Contact: 24/7 Helpline 97716 14723 | Live Chat: xpressfiber.com/support