Refund Policy

1. Internet / Broadband Refunds

30-Day Trial: New residential broadband customers are eligible for a full refund within 30 days of activation if they are not satisfied with the service. The refund will be processed after the return of any equipment provided by Eyebroadband.

Pro-Rated Refunds: If you cancel your broadband subscription after the 30-day trial period, you are entitled to a pro-rated refund for the unused portion of your current billing cycle. Installation fees and one-time charges are non-refundable.

Service Outages: In cases where verified downtime exceeds our 99.9% uptime SLA, service credits will be applied to your account proportional to the duration of the outage.

2. Software Development Refunds

Milestone-Based Projects: Software development projects are billed in milestones as outlined in the Statement of Work (SOW). Refunds are available for milestones that have not yet commenced. Once work on a milestone has begun, the payment for that milestone is non-refundable.

Scope Changes: If the project scope changes after a milestone has been approved and paid, additional work will be quoted separately. Refunds are not available for completed and approved milestones, even if the overall project scope changes.

Quality Disputes: If delivered work does not meet the specifications outlined in the SOW, we will revise the deliverables at no additional cost during the 30-day warranty period. If the issue cannot be resolved, a partial or full refund for the affected milestone may be issued at our discretion.

3. Shopify App Refunds

Purchases of Shopify apps developed by Eyebroadband and listed on the Shopify App Store are subject to Shopify's own refund and billing policies. Eyebroadband does not directly process refunds for Shopify App Store purchases. Please contact Shopify Support for app-store-related refund requests.

For custom Shopify apps built as part of a development project, the Software Development Refunds policy (Section 2) applies.

4. How to Request a Refund

To request a refund, please:

1. Email us at [email protected] with the subject line "Refund Request".
2. Include your full name, account or invoice number, the service in question, and a brief description of the reason for your request.
3. Our team will acknowledge your request within 2 business days and may ask for additional information if needed.

5. Processing Time

Approved refunds are processed within 7-10 business days. Refunds will be credited to the original payment method. Bank processing times may add an additional 3-5 business days before the amount appears in your account.

6. Contact Us

If you have questions about this Refund Policy, please reach out: