1. Overview

At R2Net, we are committed to ensuring your satisfaction with our broadband and internet services in Gurgaon. If you are not fully satisfied, this Refund Policy describes the conditions under which refunds may be issued, how refunds are processed, and your responsibilities in such cases.

2. Eligibility for Refund

Refunds may be considered under the following conditions:

You have cancelled the service within the first 14 days of activation (“cooling-off period”), and you have used less than a specified threshold of services (for example, less than 50% of the included installation or data benefits) — subject to plan terms.

A serious service disruption occurred that has not been resolved within the timeframe promised under your Service Level Agreement (SLA) or Plan Terms, and you formally requested remediation and still experienced unacceptable performance.

We incorrectly billed you for services, or you paid in advance for a plan that we could not deliver (for example, due to infrastructure unavailability at your address), and you cancelled before activation.

3. Non-Refundable Items

Please note that refunds will not be provided for:

Normal service interruptions covered under standard SLA with no proven breach of the SLA or terms.

Charges for usage incurred before cancellation.

Installation fees or third-party equipment rental/installation if specified as non-refundable in your plan.

Any item already provided or consumed (for example, where a router was provided as part of the plan, or free installation completed).

Any cancellation after the cooling-off period where the service was functioning as per terms.

4. Refund Process & Timeframe

To request a refund, you must submit a written request via email to [email protected]
, quoting your account number, plan name, activation date and reason for refund.

We will acknowledge receipt of your refund request within 2 business days and investigate the eligibility.

If your refund is approved, it will be processed within 14 business days of approval. The refund will be made via the original payment method wherever possible.

In certain cases (e.g., advance annual payments), the refund amount may be prorated based on the unused portion of service, less any non-refundable charges as per your plan terms.

5. Cancellation & Termination

If you cancel your service, you must give us at least 30 days’ notice (or as stipulated in your plan terms) so we can process termination and closure of your account.

Upon cancellation, you must return any rented equipment (routers, modems) in good condition, as specified in your service agreement. Failure to return will result in deduction of applicable deposit or equipment costs.

If you terminate prematurely from a fixed-term plan, additional charges or early-termination fees may apply, and these may reduce your refund amount (if eligible).

6. Disputes

If you disagree with a refund decision, you may escalate the matter to our customer service manager at the contact address below.

We will review the matter and respond within 7 business days of your escalation.

7. Changes to the Refund Policy

R2Net reserves the right to amend this Refund Policy at any time. Any changes will be effective from the date posted on this page. Your continued use of our services after any change constitutes acceptance of the updated policy.