Refund & Cancellation Policy

1. 7-Day Money-Back Guarantee for New Connections

Under our consumer satisfaction guarantee, new retail broadband subscribers who experience verifiable inability of service delivery (fiber link failure, lack of optical line coverage, or failure to meet subscribed speeds within 7 days of installation) are eligible for a 100% refund of the package subscription fee.

2. Duplicate or Erroneous Payment Refunds

If a subscriber is charged multiple times due to a gateway timeout on bKash, Nagad, or credit card processing, the surplus amount will be refunded automatically to the originating account within 3 to 5 business days with zero cancellation charges.

3. ONU / CPE Equipment Deposit Refund

If optical network terminal equipment (ONU / Router) was provided under a security deposit, the full deposit will be refunded upon service cancellation once the equipment is returned in working physical condition.

4. How to Claim a Refund

To file an official refund request under DBID consumer guidelines, send an email to billing@velocitynet.com.bd or call our 24/7 billing helpline with:

• Your Order Number (e.g. ORD-202609-XXXX)
• PPPoE Username
• Gateway Transaction ID (bKash/Nagad TrxID)
• Reason for cancellation/refund

5. Registered Entity Disclosures