Refund Policy - Terms & Conditions

A. Refund of Account Balance

Subscribers of UP Communication Services (P) Ltd. (Company) are eligible to receive a refund of the Account Balance (Refund) as per the terms provided in this Refund Policy..

Subscribers will be eligible to receive a Refund of their Account Balance upon deactivation/termination of their Subscriber Account (‘Cancellation’). Subscribers may cancel or completely discontinue availing all the services provided by the Company by contacting the Company. However, the Company reserves the right to refuse such deactivation requests if the subscription of any of the services is within the lock-in period or minimum period guarantee, which was declared by the Company related to a specific Scheme. In such an instance, the Company reserves the right to make the Cancellation request made by the Subscriber effective from the date on which such lock-in period or minimum period guarantee comes to an end..

B. No Refund in the following cases

On suspension of a particular service for a temporary period when requested by a Subscriber.

Suspension of Service by the Company: (i) to carry out maintenance or testing; (ii) to safeguard the security and integrity of the services or for technical purposes; or (iii) if so directed by the government.

C. How to Cancel Subscriber Account

To cancel his/her Subscriber Account, a Subscriber can place a request for Cancellation with the Company by any of the following methods

Calling the Helpline at 0562-4007046/47/48

Emailing to

D. Process of Refund:

Subscriber must initiate the Cancellation request by any one of the methods as provided in para ‘C’ above.

In case the Subscriber has obtained a UP Communication Services connection under a Rental or entrustment Scheme, the Subscriber must immediately return the Customer Premises Equipment (CPE) to the Company as per the existing return policy of the Company and terms provided in the Subscription Contract to be eligible for the refund.

The Company shall process the Refund to the Subscriber’s bank account; hence, the Subscriber must submit a copy of the cancelled cheque to the Company to initiate NEFT and any other information/documents as required by the Company.

The Company will process the Refund amount within 20 Business Days of receipt of the Cancellation request, required documents, and successful return of CPE by the Subscriber to the Company (if applicable).

E. Terms and Conditions

The Company will refund only the balance in the Subscriber Account after all costs, charges, and expenses that the Company may incur are adjusted.

The Refund processed by the Company shall only be of the unutilized Account Balance in the Subscriber Account remaining at the time of the Cancellation and shall not include either of the following: cost towards CPE purchased by the Subscriber, CPE Rental, Network Capacity Fee, Installation Fee, Activation Charges, Subscription Fees, or Tax collected by the Company or payable to the Company, unless otherwise agreed by the Company.

All refunds shall be made via NEFT only; no cash refund shall be made to any Subscriber.

Subscribers who have cancelled their Subscriber Account and taken a Refund will not be allowed to reactivate the connection.

Subscriber will have to share the scanned copy of a cancelled cheque to initiate NEFT.

In the event the Company requires any Subscriber to provide any required information, including documents to initiate the Cancellation process and eligibility of Refund amount, then such Subscriber shall provide such information and documents to the Company.

In addition to the terms and conditions stated here, the Subscribers shall be bound by the terms and conditions stipulated in the Subscription Contract and such other documents, that may be all found on the Company website - The documents referred above will be collectively referred herein as 'Subscription Contract’.

The Company reserves the right at any time, without prior notice, without assigning any reason and without any liability whatsoever, to add or vary all or any of the terms and conditions or to replace, wholly or in part the Refund Policy.

All capitalized terms used herein shall have the same meaning as ascribed to them in the Subscription Contract.