Refund & Cancellation Policy
At Khola Enterprises, we strive to deliver high-quality, high-speed FTTH broadband and digital DTH services. Because our services require cabling installation and active recurring subscriptions, we maintain clear guidelines regarding billing cancellations and refunds.
Important Notice for Refunds:
Approved refunds are processed automatically back to the original payment source used during subscription checkout (Credit/Debit Card, Net Banking, or UPI) through the Cashfree gateway API. Refunds will reflect in your account within 5 to 7 business days.
1. Cancellation of Internet & DTH Subscriptions
Subscribers wishing to terminate their active monthly or long-term broadband / DTH plans can request deactivation under these guidelines:
- Request Initiation: You must request deactivation by contacting our support team at least 7 days prior to the end of your current active billing cycle.
- No Prorated Mid-Cycle Refunds: If you request termination mid-month, the connection will remain active until the end of the paid cycle. We do not provide prorated refunds for partially used subscription periods.
2. Refunds on Equipment Security Deposits & Setups
For new connection setups involving router or setup box security deposits:
- Feasibility Failures: If you paid in advance and our field engineers find the installation is not feasible at your location, we will refund 100% of the advanced payment.
- Equipment Returns: Upon cancellation of services, any rental ONU router or DTH set-top box must be returned to our office within 10 business days in working condition. Upon verification, the refundable deposit will be credited back within 5-7 working days.
3. Network Downtime Compensation
In the rare event of prolonged internet connectivity outages (consecutive network downtime exceeding 48 hours) not caused by client-side equipment damage or force majeure (fiber cuts by external construction or storms):
Subscribers are eligible for prorated service billing credits applied to the next renewal cycle. Contact our local desk at sunil.kumarjio5529@gmail.com to register an outage credit claim.
4. Transaction & Processing Charges
Please note that convenience charges, banking gateway fees, or transaction costs charged by bank gateways during online checkout are non-refundable, as these are collected by the respective card-issuing banks or gateway processors.
Refund Request Department
To request a cancellation, return equipment, or verify a refund transaction, please write to: