Fair Refund Standards

Cancellation & Refund Policy

Last Updated: November 2026 | Clear guidelines on service cancellation, equipment returns, and refunds

100% Feasibility Guarantee

Quick Jump: 1. Pre-Activation 2. Active Subscription 3. Security Deposit 4. Timelines & Modes 5. 4-Step Workflow 6. Refund SLA Matrix

Pre-Activation Refund

100% Refund if not feasible

7-Day Notice

For monthly plan stop

Hardware Deposit

Refunded upon return

5-7 Days SLA

Direct UPI/Bank transfer

1. Connection Cancellation Before Activation

100% Money-Back

If you apply for a new Broadband fiber line or SITI Cable TV connection and our technical survey determines that your location is technically non-feasible (beyond maximum optical fiber reach), 100% of any advance payment or booking fee will be refunded within 3-5 working days.

If a subscriber requests cancellation after placing a booking but prior to the dispatch of optical cabling and hardware technicians to their premises, full refund will be processed immediately without any administrative deduction.

2. Active Subscription Cancellation

Prepaid Guidelines

Subscribers may request disconnection of their monthly plan at any time by giving a minimum 7 days notice prior to their next billing renewal cycle.
Pre-paid monthly plans already activated and utilized during the running billing period are non-refundable on a pro-rata basis.
For quarterly, half-yearly, or annual bundled packages, unutilized whole months may be refunded after deducting the standard monthly non-discounted tariff for the consumed duration.
Temporary disconnection / Safe Custody mode is available for up to 3 months for subscribers traveling out of Malda, preventing recurring monthly billing.

3. Security Deposit & Hardware Returns

Instant Return SLA

Upon cancellation of service, any refundable security deposit collected for the Optical Network Terminal (ONT / Router) or SITI Digital Set-Top Box will be processed immediately upon return of the equipment in good working condition along with power adapters and original remote controls.

Our authorized field technician will collect the equipment from your doorstep with a digital acknowledgement receipt, or you may hand it over directly at our Chaspara head office.

4. Refund Mode & Timelines

5-7 Business Days

Approved refunds will be remitted directly to the subscriber's original payment method (Bank Account, UPI, or original debit/credit card) within 5 to 7 business days.

5. Step-by-Step Cancellation Workflow

4-Step Process

Step 1: Submit Request

Call 9614330088 or email with your Subscriber ID.

Step 2: Equipment Return

Doorstep pickup of ONT/STB by technician.

Step 3: Account Audit

Verification of zero pending dues & deposit check.

Step 4: Refund Disbursal

Instant UPI or NEFT transfer with SMS receipt.

6. Cancellation Scenario & Refund Matrix

SLA Schedule

Cancellation Scenario	Refund Eligibility	Processing SLA	Disbursal Channel
Non-Feasible Location	100% Full Advance Refund	3 to 5 Working Days	Original UPI / Bank Source
Pre-Dispatch Cancellation	100% Refund (Zero Deductions)	Instant to 24 Hours	Original UPI / QR Channel
Router / Set-Top Box Return	100% Security Deposit Return	Immediate upon device inspection	UPI / Cash Counter / NEFT
Multi-Month Unutilized Term	Pro-rata unutilized full months	5 to 7 Business Days	Direct Bank Account Transfer

To initiate a cancellation or refund request:

Contact our Sujapur customer care at +91 9614330088 or email mdkefayetali@gmail.com with your Subscriber ID and payment receipt.

Office: Chaspara, Sujapur, Kaliachak, Malda, West Bengal, INDIA - 732206 | Proprietor: MD KEFAYET ALI (GSTIN: 19AGPPA8557K1ZQ)

Need Help with Billing or Cancellation?

Our billing team is available daily from 9:00 AM to 9:00 PM.

Call +91 9614330088 Support Desk

Cancellation & Refund Policy