Refund & Cancellation Policy

Prepaid Services and No-Refund Policy

All broadband plans, recharges, renewals, upgrades, add-ons, IPTV subscriptions, OTT subscriptions, and other services are provided on a prepaid basis.

Once a connection or plan has been activated, the amount paid is non-refundable and non-transferable. No full or partial refund will be provided for:

• Unused data or bandwidth
• Remaining plan validity
• Early cancellation or disconnection
• Temporary non-use of the connection
• Customer relocation
• Change in customer requirements
• Plan downgrade
• Incorrect recharge or plan selection by the customer
• Service suspension or termination due to a policy violation
• Issues relating to the customer’s device, internal wiring, Wi-Fi environment, or power supply

Customers must verify their Customer ID, selected plan, speed, validity, and payable amount before completing a payment.

Cancellation Before Activation

If the customer cancels a new connection before service activation, the prepaid plan amount will be eligible for a full refund.

The refund will be processed only after confirming that:

• The connection has not been activated
• No plan benefit has been used
• No service has been provided
• The payment has been successfully received and verified

Any separately disclosed and already incurred charges for special cabling, additional material, civil work, payment processing, or third-party services may not be refundable.

Cancellation After Activation

A customer may request cancellation of an active connection through an official XG Internet customer-support channel.

Cancellation will prevent future renewal but will not result in a refund for the active plan or its remaining validity. The customer may continue using the service until the prepaid plan expires, unless the connection is terminated because of unlawful usage, policy violations, or regulatory directions.

Duplicate or Excess Payments

If a verified duplicate or excess payment is received, the amount may be adjusted against the customer’s next recharge or refunded after transaction verification.

The customer may be required to provide:

• Customer ID
• Registered mobile number
• Transaction date and amount
• Transaction reference number
• Payment receipt or bank statement

A payment debited but not received by XG Internet will be handled according to the settlement process of the concerned bank, UPI provider, or payment gateway.

Service Interruptions

Temporary interruption, reduced speed, latency, packet loss, or service unavailability does not automatically qualify for a refund.

Service may be affected by maintenance, fiber cuts, equipment failure, power failure, upstream-provider outages, network congestion, right-of-way issues, natural disasters, government directions, cyber incidents, or circumstances beyond the reasonable control of XG Internet.

After technical verification, XG Internet may provide an appropriate validity extension or service credit at its discretion. Such an adjustment will not be treated as a cash refund.

Relocation

Connection shifting is subject to network availability and technical feasibility at the new address. Additional shifting, cabling, material, reinstallation, or technician-visit charges may apply.

If service is unavailable at the new location, the active prepaid plan will remain non-refundable.

Company-Owned Equipment

Any router, Optical Network Terminal (ONT), modem, set-top box, Android box, adapter, remote control, power supply, cable, or other device supplied on a returnable, rental, bundled, or security-deposit basis remains the exclusive property of XG Internet Private Limited.

Upon cancellation, disconnection, replacement, or termination, all company-owned equipment must be returned in proper working condition with the supplied accessories.

If any equipment is lost, stolen, damaged, tampered with, or not returned, the applicable repair or replacement charges may be recovered from the customer or adjusted against the refundable security deposit.

Security Deposit

Where a refundable security deposit has been collected, it will be processed after:

• Cancellation or closure of the connection
• Clearance of outstanding dues
• Return of company-owned equipment
• Inspection of the returned equipment
• Adjustment of applicable damage or replacement charges

Payment of a security deposit does not transfer ownership of the equipment to the customer.

Refund Processing

Approved refunds will normally be initiated within 7 to 15 working days after verification. The time required for the amount to appear in the customer’s account will depend on the bank, UPI provider, card issuer, or payment gateway.

Refunds will ordinarily be made through the original payment method.

Policy Updates

XG Internet Private Limited may revise this policy due to changes in services, operational requirements, commercial terms, regulations, or applicable laws.

The updated policy will be published on the official website and will apply from its stated effective date.