RETURN, REFUND AND CANCELLATION POLICY

Company Name: SVB Networks Private Limited
Website: https://xfiber.in
Email: support@xfiber.in

Effective Date: 11 October 2025
Last Updated: 11 October 2026

1. Introduction

SVB Networks Private Limited (“SVB Networks”, “we”, “our”, or “us”) provides broadband internet, IPTV, OTT-related services, and associated networking equipment and services under its applicable brands and service offerings.

This Return, Refund and Cancellation Policy explains the terms applicable to service cancellations, refund requests, duplicate payments, failed transactions, and returns of eligible networking equipment purchased directly from us.

By subscribing to our services or purchasing products from us, customers agree to the applicable terms of this policy, subject to their rights under applicable law.

2. Service Cancellation Policy

Customers may request cancellation of their broadband, IPTV, or other subscriptions by contacting our customer support team.

Cancellation requests will be processed after verifying the customer’s account and any applicable contractual requirements.

The following conditions apply:

• Customers should submit cancellation requests using their registered mobile number, email address, or customer account.
• Any outstanding dues must be settled in accordance with the applicable service agreement.
• Advance payments, promotional offers, discounts, and bundled service benefits will be handled according to the applicable plan terms and refund eligibility.
• Equipment provided on a rental, loan, or returnable basis must be returned in accordance with the applicable agreement.
• Cancellation of one service may affect bundled benefits associated with other services.

Cancellation requests will not affect any consumer rights that cannot lawfully be excluded or restricted.

3. Refund Policy for Broadband and IPTV Services

Refund eligibility depends on the service purchased, the payment made, the status of service activation, and the circumstances of the refund request.

A. Before Service Activation

If a customer has paid for a new connection but the service has not been activated, the customer may request a refund.

Approved refunds will be processed after deducting any applicable charges for work or services already performed, where such deductions are permitted by the applicable agreement and law.

If SVB Networks is unable to provide the ordered service, the customer will be informed of the available options, including a refund where applicable.

B. After Service Activation

Once broadband or IPTV services have been activated and made available to the customer, subscription charges for the period already provided are generally non-refundable, subject to applicable law and the circumstances of the case.

Refund requests arising from prolonged service interruptions, incorrect billing, service activation failures, or other service-related issues will be reviewed individually.

Where a refund, credit, or adjustment is required under the applicable service agreement or law, SVB Networks will process the appropriate remedy.

C. Advance and Long-Term Subscription Plans

For customers who purchase advance, quarterly, half-yearly, or annual subscription plans, refund eligibility will depend on the terms of the selected plan and any applicable promotional conditions.

Special discounts, bundled offers, free trial periods, installation benefits, and other promotional benefits may be taken into account when calculating an eligible refund, where permitted by law.

The applicable plan terms will be communicated to customers at the time of purchase.

4. Refund Policy for Online Payments

Customers making payments through our website, customer portal, payment gateway, or other authorized payment channels are subject to the following conditions:

• Successful payment: The payment will be credited to the relevant customer account or applied toward the applicable invoice.
• Failed transaction: If the amount is debited but the transaction fails or the service is not credited, the transaction will be verified and the amount will be refunded or reversed as appropriate.
• Duplicate payment: If a customer makes the same payment more than once for the same invoice or service, the excess payment will be verified and refunded or adjusted against the customer’s account, as appropriate.
• Incorrect payment: Payments made toward an incorrect customer account will be investigated upon receipt of sufficient transaction details.
• Unauthorized transaction: Customers should promptly report suspected unauthorized transactions to their bank or payment provider and notify our support team.

Refunds for eligible transactions will generally be returned through the original payment method, where supported by the payment gateway and permitted by applicable requirements.

5. Networking Equipment Return Policy

Where networking equipment, such as routers, ONTs, or other devices, is sold directly by SVB Networks Private Limited, returns may be considered subject to the following conditions:

• The product must be eligible for return under the applicable purchase terms.
• The customer should provide the original invoice or proof of purchase.
• The product should be returned with its accessories and packaging, where reasonably available.
• The product must be inspected to determine whether it has manufacturing defects, physical damage, missing components, or signs of misuse.

Equipment supplied on a rental, loan, or other returnable basis must be returned according to the applicable agreement.

Products purchased from independent dealers, LCOs, or third-party sellers may be subject to the respective seller’s return policy.

Nothing in this section limits any mandatory rights available to customers under applicable consumer protection law.

6. Damaged or Defective Products

If equipment supplied directly by SVB Networks arrives damaged or is found to have a manufacturing defect, customers should contact our support team as soon as reasonably possible after receiving or identifying the issue.

Customers may be asked to provide:

• Their invoice or order reference.
• A description of the defect or damage.
• Photographs or videos, where appropriate.
• Relevant product or device identification details.

After inspection and verification, eligible cases may be resolved through repair, replacement, refund, or another appropriate remedy, depending on the circumstances and applicable law.

Damage caused by improper installation, unauthorized modification, electrical faults, physical mishandling, or misuse may be excluded from voluntary warranty coverage, subject to applicable law and the manufacturer’s warranty terms.

7. Installation and Service Charges

Installation, configuration, activation, and technician visit charges may be non-refundable once the relevant service has been performed, except where a refund is required by the applicable agreement or law.

If an installation cannot be completed due to circumstances attributable to SVB Networks, the request will be reviewed and an appropriate refund or adjustment will be considered.

Any non-refundable charges will be communicated to the customer before purchase or service activation, where required.

8. Refund Processing Time

Approved refunds will generally be initiated within 7–10 business days after approval and completion of the necessary verification.

The time taken for the refunded amount to appear in the customer’s bank account, card, UPI account, or other payment method may depend on the bank, payment gateway, and payment service provider.

If a refund has not been received within the expected period, customers may contact our support team with the transaction reference number.

The stated processing period is an operational target and does not override any shorter deadline prescribed by applicable law or a payment provider’s mandatory rules.

9. Refund Method

Wherever possible, approved refunds will be processed through the original payment method used for the transaction.

If the original payment method cannot accept a refund, our team may request additional information to determine an appropriate lawful alternative.

Customers must provide accurate payment and bank details when requested. SVB Networks will not request a customer’s ATM PIN, UPI PIN, or online banking password to process a refund.

10. Non-Refundable Situations

Subject to applicable law, refunds may generally not be available for:

• Broadband or IPTV services already provided during the relevant subscription period.
• Installation or activation services already completed.
• Subscription periods consumed before a cancellation request.
• Promotional benefits or discounts already used, where the applicable terms lawfully provide for their adjustment.
• Equipment damaged through misuse or unauthorized modification, where the damage is not covered by applicable warranty or consumer rights.

This section does not exclude refunds, replacements, credits, or other remedies required by applicable law.

11. How to Request a Return or Refund

To submit a return, refund, or cancellation request, contact us using the details below.

Please provide the following information, as applicable:

1. Customer name.
2. Registered mobile number or customer ID.
3. Invoice number or order reference.
4. Payment transaction ID.
5. Date and amount of payment.
6. Reason for requesting the return, refund, or cancellation.
7. Supporting documents, where required.

Our team will verify the request and communicate the next steps.

12. Changes to This Policy

SVB Networks Private Limited reserves the right to update this policy from time to time to reflect changes in our services, business practices, payment processes, or applicable laws.

The revised policy will be published on our website with an updated revision date.

Any changes will apply subject to applicable law and any contractual commitments already in force.

13. Contact Us

For return, refund, payment, or cancellation assistance, please contact:

SVB Networks Private Limited

Website: https://xfiber.in
Email: support@xfiber.in

GSTIN: 36ABDCS8080P1ZL

We are committed to addressing customer requests fairly and transparently in accordance with our service terms and applicable laws.

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SVB Networks Private Limited
Connect the Future Today.