At Zenvixnet, we want every customer to feel confident in their purchase. This Refund Policy explains how cancellations, refunds, service credits, equipment returns, and billing disputes are handled when you order Service through us. Because Service is delivered by an underlying carrier, certain refund matters are governed by that carrier's terms; we will work alongside you and the carrier to reach a fair resolution.
1. Cancellation of service
- Month-to-month plans may be canceled at any time without an early termination fee from Zenvixnet. Service typically continues through the end of the current billing cycle, and partial months are not pro-rated unless required by law or stated otherwise by the carrier.
- Term plans (e.g., 12- or 24-month agreements) may be subject to an early termination fee charged by the carrier. The amount and calculation method are disclosed at the point of sale and stated in your carrier service agreement.
- To cancel, contact us at (888) 665-3707 or email info@zenvix.com. We will guide you through the carrier-specific cancellation steps and confirm in writing.
2. Right to cancel new orders
If you change your mind shortly after placing an order and Service has not yet been installed or activated, you may cancel without penalty. Once installation has occurred or Service has been activated, the cancellation terms in Section 1 apply, and any installation, activation, or shipping fees already billed by the carrier may be non-refundable.
3. Equipment returns
- Leased equipment (modems, routers, gateways, set-top boxes, remotes, power adapters, and cables) remains the property of the carrier and must be returned within the timeframe specified by the carrier — typically 30 days from the date of cancellation or service downgrade.
- Equipment must be returned in good working condition, free from physical damage beyond normal wear and tear.
- Failure to return equipment on time, or returning damaged equipment, may result in non-return or replacement fees billed by the carrier. These fees are set by the carrier and are not refundable by Zenvixnet.
- Always keep your tracking number or drop-off receipt as proof of return until your final bill is settled.
4. Service credits for outages
If Service is unavailable for more than 24 consecutive hours due to a confirmed network issue attributable to the carrier (and not to your equipment, in-home wiring, a scheduled maintenance window, or a force-majeure event), you may be eligible for a pro-rated service credit. To request a credit:
- Contact support within 30 days of the outage.
- Provide your account number, the approximate start and end time of the outage, and any troubleshooting steps you have taken.
- Credits are typically issued on the next billing cycle following carrier confirmation of the outage.
5. Promotional pricing and rebates
Many plans include promotional pricing, gift cards, prepaid cards, or third-party rebates. These promotional benefits are governed by the carrier's terms and may require meeting conditions such as remaining in good standing for a defined period, completing a rebate-redemption form, or maintaining autopay and paperless billing. Failure to meet the conditions may result in the loss of the promotional benefit; Zenvixnet cannot independently issue a refund equal to a forfeited carrier promotion.
6. Disputed charges
If you believe a charge on your bill is incorrect, please contact us within 60 days of the statement date. We will:
- Acknowledge your dispute within 2 business days.
- Investigate with the carrier on your behalf.
- Provide a substantive response within 10 business days. Complex investigations may take longer; we will keep you informed of progress.
While a dispute is being investigated, you remain responsible for paying undisputed portions of your bill to avoid suspension.
7. Refund methods and timing
Approved refunds are issued to the original payment method whenever possible. Processing times vary:
- Credit/debit card refunds: typically 5–10 business days.
- ACH/bank transfer refunds: typically 7–14 business days.
- Account credits: applied to your next bill.
If the original payment method is no longer valid, we will work with you to identify an acceptable alternative.
8. Non-refundable items
The following are generally non-refundable:
- Carrier installation, activation, and shipping fees once Service is installed.
- One-time pay-per-view, on-demand, or premium content purchases that have been viewed.
- Third-party app or subscription charges billed through the carrier.
- Taxes, surcharges, and regulatory fees collected on behalf of authorities.
9. Fraud and chargebacks
If you suspect unauthorized charges, contact us immediately so we can investigate. Filing a chargeback without first contacting us may delay resolution and could result in suspension of Service while the chargeback is processed by your card issuer.
10. Changes to this policy
We may update this Refund Policy from time to time. The "Last updated" date at the top of this page reflects the most recent revision. Material changes will be communicated through a prominent notice on the Site or by direct communication where required.
11. Contact us
For all refund, credit, or cancellation requests:
Email: info@zenvix.com
Phone: (888) 665-3707
Mail: Zenvixnet — Billing & Refunds, 201 Burton DR, Cadiz, OH 43907