Refund Policy

Refund Eligibility

Cable Connection offers refunds under specific circumstances to ensure customer satisfaction while maintaining fair business practices.

Eligible for Full Refund:

• Service cancellation within 30 days of initial activation
• Unable to install service due to technical limitations
• Service not available at your location after order placement
• Billing errors or unauthorized charges

Not Eligible for Refund:

• Change of mind after 30-day satisfaction period
• Temporary service interruptions beyond our control
• Customer-caused equipment damage
• Services already consumed or used

Prorated Refunds

If you cancel service mid-cycle after the 30-day satisfaction period, you may be eligible for a prorated refund for unused service days, calculated from the cancellation date to the end of your billing cycle.

Prorated Refund Conditions:

• Account must be in good standing
• All equipment must be returned in working condition
• Minimum 7 days of unused service remaining in billing cycle
• No outstanding balances or fees

Installation and Activation Fees

Installation and activation fees are refundable only if:

• Installation cannot be completed due to our technical limitations
• Service is cancelled within 72 hours of initial installation
• We fail to meet the scheduled installation appointment without 24-hour notice

Self-installation kit fees are non-refundable once the kit has been shipped, unless the kit is defective or service cannot be activated.

Equipment Return Requirements

All Cable Connection equipment must be returned within 30 days of service cancellation to avoid equipment charges.

Equipment Return Process:

• Contact customer service to initiate equipment return
• Receive prepaid shipping label and return instructions
• Package equipment securely with all original accessories
• Ship within 30 days of service cancellation

Equipment Charges:

• WiFi Router: $150 replacement fee
• Cable Box: $200 replacement fee
• Remote Control: $25 replacement fee
• Mesh Units: $100 each replacement fee

How to Request a Refund

To request a refund, you must contact our customer service team. Refund requests cannot be processed online and must be handled by a customer service representative.

Refund Processing

Processing Timeline:

• Review Period: 5-7 business days to review refund request
• Equipment Return: Must receive returned equipment before processing
• Payment Processing: 7-10 business days after approval
• Credit Card Refunds: May take additional 3-5 business days to appear

Refund Methods:

Refunds will be issued using the same payment method used for the original purchase. In cases where this is not possible, we may issue a check or credit to your account.

Exceptions and Special Circumstances

No Refunds for:

• Pay-per-view purchases and on-demand content
• Third-party services or premium channel subscriptions
• Overage charges for exceeding service limits
• Convenience fees and expedited service charges

Special Circumstances:

In cases of extraordinary circumstances such as natural disasters, military deployment, or medical emergencies, we may consider refund requests outside our standard policy. Each case will be reviewed individually.

Policy Changes

This Refund Policy may be updated from time to time. Material changes will be communicated with 30 days' advance notice. The updated policy will apply to all future transactions and services.

Contact for Refund Requests

All refund requests must be made by phone. Our customer service team is available to help process your request and answer any questions.