Refund policy

Effective date: September 13, 2026

Monthly service fees

Service is billed month to month. Monthly service fees are not refunded. When you cancel, your service stays active until the end of the billing period you already paid for. There is no proration. Billing details are in our Subscription Policy.

Your $100 modem deposit

We do not check your credit. We hold $100 and give it back when you send the modem home.

The $100 deposit is collected at checkout.
The deposit is refunded in full when we receive the modem back in working condition within 30 days of cancellation.
Refunds go to the original payment method within 10 business days of the day we receive the modem.

How the deposit works is explained in plain English on our Payments & Deposits page.

Returning the modem

Cancel your plan in the Customer Center.
Use the prepaid return label. One copy came in the box. We also email you a fresh one when you cancel.
Pack the modem and the power adapter. Drop the package off with the carrier shown on the label.
Ship it within 30 days of cancellation.

Working condition standard

Cosmetic wear is fine. Scratches, scuffs, and light marks do not affect your refund.
A modem that is cracked, water damaged, or missing parts is not a returned modem. The deposit is not refunded.

Unreturned or damaged modems

If the modem is not received within 30 days of cancellation, or arrives outside the working condition standard, we bill $150 to the card on file. This charge covers the replacement cost of the modem. We disclose it before purchase, at checkout, and on every receipt.

Defective modems

If your modem stops working through no fault of yours, contact us. We replace it at no charge. Send the defective unit back with the prepaid label we provide. Your deposit is not affected. Troubleshooting steps are on our Support page.