1. Service Satisfaction Guarantee
At Altralink, we stand behind the quality of our services. We offer a comprehensive satisfaction guarantee to ensure you're completely happy with your internet and cable services.
30-Day Money-Back Guarantee
- New residential customers can cancel within 30 days of activation
- Full refund of monthly service fees paid
- No questions asked cancellation policy
- Equipment must be returned in good condition
2. Refund Eligibility
You may be eligible for a refund under the following circumstances:
Eligible Situations
- Service dissatisfaction within the first 30 days
- Service unavailability at your location after installation attempt
- Technical issues that cannot be resolved within 7 business days
- Billing errors or duplicate charges
- Service downtime exceeding our service level agreement
Non-Eligible Items
- Installation fees (unless service is unavailable)
- Equipment purchase fees
- Third-party services or add-ons
- Partial month usage after the guarantee period
- Cancellations due to customer relocation
3. Refund Process
To request a refund, please follow these steps:
How to Request
- Contact our customer service at 1-800-ALTRALINK
- Provide your account information and reason for refund
- Complete the refund request form if required
- Return any equipment within 14 days of cancellation
Processing Time
- Refund requests are processed within 5-7 business days
- Refunds are issued to the original payment method
- Credit card refunds may take 3-5 additional business days to appear
- Bank transfer refunds may take 7-10 business days
4. Equipment Return Policy
All Altralink equipment must be returned to receive a full refund:
Return Requirements
- Equipment must be returned within 14 days of service cancellation
- All items must be in original condition with minimal wear
- Include all cables, power adapters, and original packaging
- Equipment shipping labels will be provided free of charge
Damaged or Missing Equipment
- Damaged equipment may result in replacement charges
- Missing equipment will be charged at retail replacement cost
- Normal wear and tear is acceptable
5. Promotional Credits and Discounts
Special terms apply to promotional offers:
- Promotional credits are non-refundable
- Early termination may require repayment of promotional discounts
- Bundle discounts are prorated based on services retained
- Gift cards and credits cannot be converted to cash refunds
6. Business Services
Business service refunds are subject to different terms:
- 30-day guarantee applies to new business customers
- Custom installation fees are generally non-refundable
- Contract early termination fees may apply
- Service level agreement breaches may qualify for service credits
7. Dispute Resolution
If you're not satisfied with our refund decision:
- Request to speak with a supervisor or manager
- File a formal complaint with our customer advocacy team
- Contact your state's public utilities commission if applicable
- Seek mediation through consumer protection services
8. Contact Information
For refund requests or questions about this policy, contact us:
9. Policy Updates
This refund policy may be updated from time to time. Changes will be posted on our website and will apply to future services. Existing customers will be notified of material changes that affect their current services.