At DreamFiber (operated by Dream Cable and Internet Services Private Limited), we are committed to delivering reliable high-speed broadband and transparent customer service. This Refund and Cancellation Policy outlines the conditions under which service cancellations and monetary refunds are processed for payments made through our website, self-care portal (pay.dreamfiber.in), or authorized collection points.
1. Cancellation Prior to Installation & Service Activation
- Customer Cancellation: If a customer applies for a new broadband or IPTV connection and cancels the request before the physical optical fiber cable is drawn and installation is completed, a 100% full refund of the advance subscription and deposit paid will be issued.
- Technical Non-Feasibility (TNF): In the event our engineering team determines that the requested customer address is technically non-feasible or outside our optical fiber reach, DreamFiber will cancel the application and initiate a 100% full refund immediately without any deductions.
2. Cancellation of Active Subscriptions
- Prepaid Retail Plans: Our broadband, OTT bundle, and IPTV services operate on a prepaid basis for fixed durations (1 Month, 3 Months, 6 Months, or 12 Months). Once the billing period begins and data connectivity is utilized, plan subscription fees are non-refundable for the elapsed duration.
- Non-Renewal: Subscribers may cancel recurring service at any time simply by choosing not to renew their account upon the expiration of their current prepaid billing validity. No cancellation penalty is levied.
- Prolonged Unresolved Outages: In the rare circumstance where a customer experiences continuous, verified service disruption exceeding our Service Level Agreement (SLA) due to a technical network failure solely on DreamFiber's infrastructure that cannot be rectified within a reasonable period, the customer is entitled to a pro-rata refund or validity extension for the affected outage period.
3. Security Deposit Refund (Customer Premises Equipment)
Where an Optical Network Terminal (ONT/ONU) or Wi-Fi Router has been deployed on a refundable security deposit basis:
- The subscriber may request disconnection and return of the equipment at any time.
- Our authorized field technician will collect the equipment and inspect it for normal working condition.
- Upon successful physical verification of the undamaged hardware, the refundable security deposit will be processed to the customer's original payment method or designated bank account within 5 to 7 business days.
4. Duplicate or Erroneous Transactions
If a customer is charged multiple times for a single renewal due to a payment gateway timeout, network lag, or double click:
- The duplicate charge will be recognized automatically by our payment gateway reconciliation system.
- Upon verification, the duplicate sum will be refunded to the original payment source within 5 to 7 business days. Alternatively, the customer may request that the extra payment be credited toward their subsequent billing cycle.
5. How to Submit a Refund or Cancellation Request
To initiate a cancellation or request a refund, please contact our support desk with your customer identification details:
- Email: Send an email to [email protected] with subject "Refund Request - [Your Customer ID / Username]".
- Phone Helpline: Call our customer care at +91 87885 36698 or +91 92281 72558 (9:00 AM – 9:00 PM IST).
- WhatsApp Support: Message our official support at +91 92721 62704.
- Information Required:
- Registered Account Username / Customer ID
- Registered Mobile Number
- Payment Transaction ID / Order ID / UTR Number
- Date and Amount of Payment (in INR)
- Reason for Cancellation / Refund
6. Operating Entity & Office Address
All refund requests are processed and governed by:
- Company Legal Name: Dream Cable and Internet Services Private Limited
- Trade Name: DreamFiber
- Registered & Operational Address: Near Axis Bank ATM, At Post Nighoje Gaon, Chakan, Pune - 410501, Maharashtra, India.