Refund and Returns Policy

Refund Policy.

At Sussex Fibre Ltd, our commitment is to deliver top-quality broadband services, ensuring a seamless experience for our users. This Refund Policy outlines our approach to refunds and account credits. By using Sussex Fibre Ltd’s broadband services, you agree to the practices described in this Refund Policy.

2. New Services Refund Policy

2.1. 14-Day Refund Policy:
Sussex Fibre Ltd offers a 14-day refund policy for new services starting from the signup date. If, for any reason, you are not satisfied with our services within the initial 14 days of the date you signup (not the go-live date), you may request a refund of any fees paid, excluding installation or equipment charges where applicable.

2.2. Strictly from Signup Date:
Please note that the 14-day refund period is calculated from the signup date, exclusively for new customers signing up for our services for the first time.

3. In-Term Customers

3.1. In-Term Customers Excluded: Our refund policy is not applicable to customers already in the middle of an active service term or contract (Company Number: 15332514). Refunds are available solely to new customers within the 14-day period outlined in section 2.

4. Faults and Service Disruptions

4.1. Faults Over 5 Working Days: In the event of service downtime, faults, or outages, Sussex Fibre Ltd will diligently work to rectify such issues. Account credit will be issued for service disruptions lasting longer than 5 working days, calculated based on the duration of the disruption and its impact on your service.

5. Contact Us

If you have any questions or concerns about our Refund Policy or its application to your specific situation, please contact Sussex Fibre Ltd’s Customer Support (Company Number: 15332514).

We are dedicated to addressing your concerns and ensuring a fair and transparent approach to refunds and account credits.

By using Sussex Fibre Ltd’s broadband services, you acknowledge and agree to the practices outlined in this Refund Policy.