Customer Protection & Trust

Refunds & Cancellations Policy

Entity: Dream Cable and Internet Services Private Limited (DreamFiber) • Chakan, Pune, Maharashtra

Refund Processing Timeframe: 5 to 7 Business Days

All approved cancellation and refund requests will be automatically credited back to the customer's original payment method (Bank Account, Credit/Debit Card, Net Banking, or UPI) within 5 to 7 business days.

1. Cancellation Before Service Activation

If a customer cancels an order prior to physical fiber optic drop cable installation or if the premises are assessed as technically non-feasible (TNF), a 100% full refund will be issued immediately with zero cancellation deductions.

2. Cancellation of Active Subscriptions

Broadband and OTT services operate on a prepaid basis for the selected duration. Subscription fees are non-refundable once the billing period has commenced and internet bandwidth has been utilized. In verified cases of prolonged network outages exceeding our SLA due solely to DreamFiber infrastructure faults that cannot be resolved, pro-rata refunds will be granted.

3. Security Deposit Return

Refundable security deposits for ONT/routers will be processed to the customer's original payment method within 5 to 7 business days upon physical collection and inspection of undamaged equipment.

4. Erroneous or Duplicate Charges

Any accidental double billing due to gateway timeouts or payment re-tries will be refunded to the original payment source within 5 to 7 business days upon system verification.

5. Raising a Refund Request

Contact our support desk with your Account ID, Transaction UTR, and registered phone number: