Refund and Cancellation Policy

1 New Connection Cancellation & Feasibility

Subscribers who have booked a new Fiber Broadband or Digital Cable TV connection may cancel their request prior to optical cable pulling and ONT installation:

• Non-Feasible Areas: If physical optical fiber infrastructure is technically unavailable at your specific building address, 100% of the advance payment is refunded immediately.
• Pre-Installation Cancellation: If a subscriber chooses to cancel before equipment dispatch and splicing, a full 100% refund is processed.

2 Hardware Security Deposit Return Policy

Refundable security deposits paid for Customer Premises Equipment (such as Gigabit Optical ONT Routers, Dual-Band Wi-Fi 6 Routers, or Android 4K Set-Top Boxes) are refunded upon service disconnection under the following terms:

• All leased hardware, including power adapters and remotes, must be returned in good working order to either our Aswapuram Office or Manuguru Office.
• Upon technical inspection and account clearance, security deposits are refunded via direct UPI / Bank Transfer within 3 to 5 business days.

3 Online Payment Failures & Duplicate Deductions

If an amount is debited from your bank account, UPI app (GPay / PhonePe / Paytm), or credit card during an online recharge on sbms.in, but your SBMS account is not updated:

• Automated Bank Reconciliation: Banking gateways typically reverse uncaptured payments automatically within 24 to 48 hours.
• Manual Assistance: If the refund does not reflect, simply email the payment transaction ID / screenshot to sbms.cable@gmail.com or WhatsApp us at 84999 88899 for priority manual resolution.

4 Prepaid Subscription Plans & Mid-Cycle Upgrades

Prepaid broadband, cable TV, and OTT bundle recharges are active for the full validity period selected (e.g. 1 Month, 6 Months, 12 Months).

• Mid-cycle speed upgrades (e.g. switching from 100 Mbps to 300 Mbps or adding 25+ OTT packs) are calculated on a prorated basis, adjusting your unutilized balance towards the upgraded plan.
• Refunds cannot be issued for consumed days of prepaid bandwidth or activated OTT vouchers already provisioned by third-party streaming partners.

5 Contacting Billing & Refund Support

For all billing inquiries, refund requests, or equipment handover receipts, visit our branch offices or reach out via our dedicated channels: