Return / Refund Policy

General guidance for service-related refunds and equipment returns.

Effective date: October 2026

Internet service is a recurring service rather than a conventional physical product. Any refund or adjustment depends on the specific service agreement, payment status and circumstances.

1. Monthly Service Charges

Monthly service charges are generally associated with the service period selected by the customer. If you believe you have been charged incorrectly, contact support promptly with your account and payment details.

2. Service Issues

If you experience a service interruption or technical issue, report it to support so the issue can be investigated. A service issue does not automatically create a refund entitlement unless applicable under the service agreement or law.

3. Equipment

Where company-owned equipment is provided, its return requirements and condition will be handled according to the applicable service arrangement.

4. Refund Requests

Refund requests should include the customer's name, registered phone number, payment reference where available, date of payment and reason for the request.

5. Contact

Submit refund or billing questions to support@novetelcommunication.com or call 0342 6864616.