30-Day Money-Back Guarantee Terms & Conditions
1. Eligibility
The 30-Day Money-Back Guarantee is available to new residential customers only.
This guarantee applies to Connect Fibre broadband services, which include the core broadband connection and any associated equipment provided by us (such as routers and mesh Wi-Fi devices).
The 30-Day Money-Back Guarantee is available to new residential customers only.
This guarantee applies to Connect Fibre broadband services, which include the core broadband connection and any associated equipment provided by us (such as routers and mesh Wi-Fi devices).
2. Timeframe
The guarantee is valid for the first 30 calendar days from the date your broadband service is activated.
To be eligible, you must submit your cancellation request within this 30-day period.
The guarantee is valid for the first 30 calendar days from the date your broadband service is activated.
To be eligible, you must submit your cancellation request within this 30-day period.
3. How to Cancel
To cancel and claim your money back, you must:
To cancel and claim your money back, you must:
- Contact our Customer Service team by phone or email within the 30-day window.
- Return all equipment provided by Connect Fibre (e.g. routers, mesh Wi-Fi devices) in full working order, with all original packaging and accessories, within 14 calendar days of your cancellation request.
4. What You’ll Be Refunded
- Your first monthly broadband subscription fee.
- Any one-off charges for installation or activation, if these were paid directly to Connect Fibre.
5. What’s Not Included
- Costs for any damage, missing equipment, or unreturned items will be deducted from your refund.
6. Refund Process
Refunds will be processed within 14 working days from the date we receive all required equipment back in acceptable condition.
All refunds will be made to the original payment method used at the time of sign-up.
Please note: The sooner you return your equipment, the sooner we can process your refund.
Refunds will be processed within 14 working days from the date we receive all required equipment back in acceptable condition.
All refunds will be made to the original payment method used at the time of sign-up.
Please note: The sooner you return your equipment, the sooner we can process your refund.