Refund Policy

1. Overview

At Kahf Internet we strive for complete customer satisfaction. We understand that occasionally a service may not meet your expectations, and we have established this refund policy to ensure a fair and transparent process for all our customers.

This policy applies to all subscription plans and one-time service fees charged by Kahf Internet. By subscribing to our service, you agree to the terms outlined below. We reserve the right to update this policy at any time, with notice provided to active customers.

2. Eligibility

You may be eligible for a full or partial refund under the following circumstances:

• Service not activated: You were charged for a subscription but your internet connection was never activated within the agreed setup period.
• Unresolved technical issues: You experienced persistent technical problems — such as no connectivity or severely degraded speeds — that our support team was unable to resolve within 72 hours of your initial report.
• Duplicate charges: You were billed more than once for the same billing period due to a payment processing error on our end.
• Service not delivered as described: The service you received materially differs from what was described in your subscription plan at the time of purchase.
• Cancellation within cooling-off period: You cancel your subscription within 7 days of your initial sign-up and have not yet used the service.

Refund eligibility is assessed on a case-by-case basis. Kahf Internet may request supporting documentation or conduct an investigation before approving a refund.

3. Refund Process

To request a refund, please follow these steps:

1. 1
   Contact Support: Reach out to our support team at [email protected] with the subject line "Refund Request."
2. 2
   Provide Details: Include your full name, registered phone number or email address, account ID (if known), the reason for your refund request, and any supporting evidence (screenshots, error messages, etc.).
3. 3
   Acknowledgement: Our team will acknowledge your request within 1 business day and assign a ticket number for tracking.
4. 4
   Review: We will investigate your claim, which may involve checking your service logs, billing records, and support history. This typically takes 3–5 business days.
5. 5
   Decision: You will receive a written decision by email. If approved, the refund will be initiated to your original payment method.

4. Timeframe

Once a refund has been approved, please allow the following timeframes for funds to appear:

Business days are Monday through Friday, excluding public holidays in Bangladesh. Delays beyond the stated timeframe are rare but may occur due to banking processing times outside our control. If you have not received your refund after 10 business days, please contact us with your ticket number.

5. Non-Refundable Items

The following charges are generally non-refundable:

• Installation and setup fees where the service has been successfully activated and a technician visit has taken place.
• Monthly subscription fees for any portion of a billing period during which the service was active and accessible.
• Hardware costs for routers or modems purchased through Kahf Internet, unless the equipment is found to be defective upon delivery.
• Service upgrade or downgrade fees once the plan change has been processed.
• Fees related to misuse or violations of our Acceptable Use Policy.

In cases where a partial refund is appropriate — for example, if service was activated but became inaccessible for an extended period mid-billing-cycle — our team will calculate a pro-rated amount based on the days of service unavailability.

6. Contact Us

To initiate a refund request or to ask any questions about this policy, please reach out to our customer support team:

Our support team is available Saturday through Thursday, 9:00 AM to 9:00 PM (BST). We are committed to resolving all refund inquiries promptly and fairly.