RETURN & REFUND POLICY

Effective Date:  23 September 2025
Last Updated:  23 September 2025

This Return & Refund Policy (“Policy”) forms an integral part of the Terms and Conditions governing the services provided by Patna Broadband (“Company”, “we”, “our”, or “us”). By subscribing to or using our services, the user (“User”, “you”, or “your”) agrees to be bound by this Policy.

1. Non-Refundable Installation Charges

All One-Time Installation Charges (OTC), including but not limited to setup fees, activation fees, wiring charges, and equipment installation costs paid at the time of service installation, are strictly non-refundable under any circumstances once the installation process has been initiated or completed.

2. Refund in Case of Technical Non-Feasibility

In the event that, after receiving payment for a new connection request, the Company determines that service provision at the User’s requested address is technically or operationally non-feasible, the Company may, at its sole discretion:

• Process a refund limited only to the initial payment received for the new connection request; and
• Deduct applicable administrative, processing, or transaction charges, if any.

No other compensation, damages, or claims shall be entertained in such cases.

3. Online Payment – Incomplete or Failed Transactions

Where an online payment transaction is successfully debited from the User’s account but:

• The subscribed plan is not activated or renewed; or
• The payment remains unallocated due to a system error, network issue, or transaction failure,

The Company shall verify the transaction upon receipt of a written request from the User and may initiate a refund after due verification.

Refunds shall be processed within a reasonable period subject to confirmation from the Payment Gateway Service Provider and the banking institution involved.

4. Transaction Reversal Charges

All approved refunds or transaction reversals shall be subject to deduction of Transaction Reversal Charges, gateway fees, banking charges, or any other applicable processing fees as levied by the concerned Payment Gateway Service Provider or financial institution.

The Company shall not be liable for any additional charges imposed by the User’s bank or intermediary financial service provider.

5. Mode of Refund

Approved refunds shall be processed only through the original mode of payment unless otherwise required by applicable law. The Company reserves the right to reject refund requests that do not comply with this Policy.

6. Limitation of Liability

Under no circumstances shall the Company be liable for indirect, incidental, consequential, special, or punitive damages arising out of or in connection with any refund or non-refund under this Policy.

7. Policy Amendments

The Company reserves the right to amend, modify, or update this Policy at any time without prior notice. Any changes shall become effective immediately upon publication on the Company’s website.

Users are advised to review the Return & Refund Policy periodically. The latest version shall always be available under the “Return & Refund” link located in the footer section of the Company’s website.

8. Governing Law & Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or in relation to this Policy shall be subject to the exclusive jurisdiction of the competent courts located in Patna, Bihar.