PAYMENTS & REFUNDS

Refund Policy.

Information about cancellation and refund requests for City Broadband services.

Last updated: 12 November 2026

1. General

This policy provides general guidance for customers who have made a payment to City Broadband for an internet connection or related service. The applicable plan terms, invoice and written confirmation will govern the specific transaction.

2. Refund requests

Customers who believe they are eligible for a refund may contact our team with their registered mobile number, payment date, amount and transaction reference. Each request will be reviewed against the service status and applicable terms.

3. Cancellation before activation

If a connection request is cancelled before installation or service activation, any refundable amount, if applicable, will be assessed after reviewing work already completed, equipment issued and other applicable charges.

4. After service activation

Payments for a service period that has already started may not be refundable, except where required by applicable law or specifically approved by City Broadband. Any approved adjustment will be communicated to the customer.

5. Refund processing

Where a refund is approved, we will confirm the amount and expected processing method. Processing time may depend on the original payment method and the relevant bank or payment provider.

6. How to request a refund

7. Policy updates

City Broadband may update this policy from time to time. The latest version will be published on this page.

Important: This is a starter policy draft. Before publishing, add your actual refund eligibility, deductions, cancellation windows and refund timelines based on your business terms and applicable law.