Contents
1. Overview 2. New Connections 3. Plan Renewals 4. Plan Upgrades 5. Service Issues 6. Non-Refundable Items 7. Refund Process 8. Equipment Returns 9. Contact
Our Promise: We believe in fair and transparent refund practices. If you're not satisfied, contact us within the applicable window and we'll process your refund promptly — no questions asked.
1. Overview
OneTouch Express strives to deliver the best internet experience. However, we understand that issues arise. This policy explains your refund rights clearly and our commitment to resolving them fairly.
| Scenario | Eligible? | Refund Amount | Processing Time |
|---|---|---|---|
| Installation not done within 3 days | ✅ Yes | 100% of advance paid | 5-7 business days |
| Service not activated within 48 hrs of installation | ✅ Yes | 100% | 5-7 business days |
| Cancellation within 7 days of first activation | ✅ Yes | Pro-rated (unused days) | 7-10 business days |
| Plan cancelled after 7 days | ❌ No | Not applicable | — |
| Outage >24 hrs (verified) | ✅ Yes | Service credit for downtime | Next billing cycle |
| Duplicate payment | ✅ Yes | 100% of duplicate amount | 3-5 business days |
2. New Connection Refunds
- Installation not completed: If our technician fails to install within 3 business days of scheduled date, full refund of any advance amount paid.
- Coverage not available: If we accept your application but coverage is not available at your address, 100% refund within 5 business days.
- 7-day satisfaction guarantee: If you're unhappy with the service quality within 7 days of first activation, request a cancellation for a pro-rated refund of unused days.
3. Plan Renewal Refunds
- Once a plan is renewed, refund is only eligible if there's a verified service outage exceeding the SLA threshold
- Auto-renewed plans: Contact us within 24 hours of auto-renewal to request cancellation and refund
- Annual plans cancelled after 30 days are not eligible for cash refunds (service credit may be issued)
4. Plan Upgrades
- Upgrades take effect immediately with pro-rated billing
- The difference in price for the remaining validity is charged
- Downgrades: Take effect at next renewal date; no refund for the current cycle
5. Service Disruption Credits
For verified network outages:
- Outage 2-8 hours: 1 day service credit
- Outage 8-24 hours: 2 days service credit
- Outage >24 hours: 3 days + pro-rated cash refund on request
- Credits are applied automatically to your next renewal upon verification
- Submit outage claim to sales@onetouchexpress.com within 30 days
6. Non-Refundable Items
- One-time installation charges (unless installation was not performed)
- Plans used beyond 7 days from activation
- OTT subscriptions once activated (subject to OTT partner policies)
- Static IP charges
- Equipment/device purchases from our store (unless defective — see Equipment Returns)
- Plans suspended due to policy violations
7. How to Request a Refund
- Email us at sales@onetouchexpress.com with subject: "REFUND REQUEST — [Customer ID]"
- Include: Your name, registered phone, reason for refund, payment reference number
- Our team will acknowledge within 24 hours and verify the claim
- Approved refunds are credited to the original payment method
- Razorpay/UPI refunds: 5-7 business days; Bank transfers: 7-10 business days
You can also raise a refund request via our Support Portal or WhatsApp: +91-8710910987.
8. Equipment Returns
- Rented equipment (routers, ONTs): Must be returned within 7 days of account closure in working condition. Damage charges apply for physical damage.
- Purchased equipment: 7-day replacement warranty for manufacturing defects. No returns after 7 days unless defective.
- Defective equipment: Report within 48 hours of receipt for free replacement.
9. Contact for Refunds
Email: sales@onetouchexpress.com
Phone: +91-8710910987 (Mon–Sat, 9AM–6PM)
WhatsApp: Chat Now