Refund Policy

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Juglan Telecom Inc. (“we,” “us,” or “our”) strives to deliver high-quality telecommunications services and products. This Refund Policy outlines the circumstances under which you may request a refund, the procedures you must follow, and any limitations that apply. By subscribing to or purchasing our services, you agree to the terms below.

1. “Services” refers to all telecommunications offerings provided by Juglan Telecom Inc., including but not limited to high-speed internet, cable TV, VoIP phone service, and related installation or equipment rental.
    
2. “Products” refers to any physical or digital items sold by Juglan Telecom Inc., such as routers, set-top boxes, or prepaid service packages.
    
3. “Refund” means the reimbursement of fees or charges previously paid for Services or Products, in whole or in part, subject to the conditions outlined below.
    

1. Service Activation Period: You may request a full refund of installation or monthly service fees if you notify us within seven (7) calendar days of the initial activation or installation of Services (“Trial Period”) and have used less than 10% of that month’s data allowance, if applicable.
    
2. Equipment Purchase: Physical Products (e.g., routers, modems, set-top boxes) may be returned within fourteen (14) calendar days of delivery for a full refund, provided they are unused, in original packaging, and include all accessories, manuals, and documentation.
    
3. Service Downtime: If we fail to provide the minimum committed service standards (e.g., consistently failing to deliver promised speeds or channel lineup) for more than 72 consecutive hours in a billing month—outside of scheduled maintenance—you may be eligible for a pro-rated credit or refund for that period, subject to verification.
    
4. Prepaid Packages: Refunds for prepaid service bundles (e.g., prepaid cable or Internet vouchers) are allowed if requested within three (3) calendar days of purchase, as long as the service code has not been activated or redeemed.
    

1. Late Fees & Penalties: Any late-payment fees, reinstatement fees, early termination fees, or penalties associated with contract breaches are non-refundable.
    
2. Usage Charges: Charges for data usage, pay-per-view content, on-demand purchases, or premium channels already consumed are non-refundable.
    
3. Beyond Trial Period: Once the Trial Period (seven days from activation) has elapsed, standard monthly charges apply, and no full-month refunds will be issued for service cancellation. You may receive a prorated credit (see Section 4) if you cancel mid-billing cycle.
    
4. Customized or Special Orders: Products or services that were specifically configured or ordered to your custom specifications (e.g., custom-built routers, specialized business bundles) are not eligible for return or full refund.
    
5. Promotional or Bundled Discounts: If you received a promotional discount (e.g., waived installation fee) and you cancel or return within the promotion’s minimum commitment period, the discount will be rescinded, and any waived fees become immediately due and non-refundable.
    

1. Mid-Cycle Cancellation: If you cancel a recurring service (e.g., monthly Internet plan) after the Trial Period but before the end of the billing period, we will credit your account for the unused days based on the daily pro rata rate for your plan. Credits will be applied to your account and may be used toward outstanding balances or future charges.
    
2. Service Interruptions: In the event of verified service failures (e.g., extended outages beyond 72 hours), you may receive a prorated credit or refund for those days during which the service was unavailable. Credits will be calculated by dividing your monthly recurring charge by the number of days in that billing cycle and multiplying by the number of outage days.
    

1. Contact Customer Support
    
   • Email: refunds@juglantelecom.com
      
   • Phone: 1-800-JUGLAN (1-800-584-526), option 3 for Billing & Refunds
      
   • In-Person: Visit any authorized Juglan Telecom retail or service center.
      

1. Required Information
   When submitting your refund request, please provide:
    
   • Your full name and Juglan Telecom account number (or purchase invoice number).
      
   • Description of the Service or Product for which you seek a refund.
      
   • Date of activation, installation, or purchase.
      
   • Reason for refund request (e.g., service dissatisfaction, equipment defect).
      
   • Any supporting documentation (e.g., proof of purchase, screenshots of service errors).
      

1. Processing Timeline
    
   • We will acknowledge receipt of your request within two (2) business days.
      
   • For full refund eligibility (e.g., within Trial Period), we will process refunds within ten (10) business days of verifying all conditions.
      
   • For prorated credits or service-interruption refunds, we will investigate and, if approved, apply the credit to your account within fifteen (15) business days of your request.
      

1. Refund Methods
    
   • Credit/Debit Card: Refunds for card-based payments will be issued to the original card used, subject to bank processing times (typically 5–10 business days).
      
   • Bank Transfer (ACH/EFT): If you paid via direct debit or ACH, refunds may be deposited back into the same bank account on file, within 7–10 business days after processing.
      
   • Account Credit: You may elect to receive the refunded amount as account credit, which can be applied to future bills or service upgrades.
      

1. Return Authorization
    
   • Before returning any Equipment, you must obtain a Return Merchandise Authorization (RMA) number by contacting Customer Support. We will not accept returns without an RMA.
      

1. Return Shipping
    
   • You are responsible for shipping costs when returning Equipment, except in cases of manufacturer defects or shipping errors on our part. Use the original packaging whenever possible.
      
   • Insure the package for the full replacement value; we are not responsible for items lost or damaged in transit.
      

1. Inspection & Restocking
    
   • Returned Equipment will be inspected upon receipt. If the Equipment is unused, in original packaging, and includes all accessories/manuals, the refund will be processed per Section 5.
      
   • If the Equipment shows signs of use, damage, or missing components, a restocking fee of up to 20% of the original Equipment value may apply, or the return may be rejected entirely.
      

1. Defective or Malfunctioning Equipment
    
   • If you receive defective or faulty Equipment, notify us within fourteen (14) days of delivery. We will arrange a replacement at no additional charge. If no replacement is available or the defect cannot be remedied, you may receive a full refund for that Equipment.
      

1. Promotional Credits
    
   • Promotional credits (e.g., waived installation fee) that were applied as part of a marketing offer are generally non-refundable but may be rescinded if you cancel before the minimum commitment period.
      

1. Force Majeure
    
   • Refunds will not be issued for service interruptions caused by events outside our reasonable control (e.g., natural disasters, government orders, large-scale network outages due to fiber cuts) unless otherwise required by law.
      

1. Fraudulent Activity
    
   • Requests associated with suspected account fraud or unauthorized charges will be investigated according to our Fraud and Security Policy. If fraud is confirmed, you may receive a refund or credit for the fraudulent charges.
      

Juglan Telecom Inc. reserves the right to modify or update this Refund Policy at any time, without prior notice, by posting a revised policy on our website. The “Last Updated” date will reflect the most recent changes. If you continue using our Services or place a new order after the updated policy becomes effective, you agree to abide by the revised terms.

If you have any questions or concerns regarding this Refund Policy, please contact us:

Billing & Refund Department
Juglan Telecom Inc.
4 Belinda Dr

Branton
ON L7A 2W6 94105
Phone: 1-800-JUGLAN  (844) 333-0620), option 3
Email: refunds@juglantelecom.com