Refund & Cancellation Policy

This policy outlines BitarNet's refund and cancellation procedures for our internet services.

1. Service Cancellation

1.1 Customer-Initiated Cancellation

You may cancel your BitarNet service at any time by providing written notice at least 30 days before your desired cancellation date. Cancellation requests can be submitted via:

• Email to support@bitarnet.com
• Phone call to our support line
• Written notice to our office

1.2 Cancellation Processing

Upon receiving your cancellation request:

• We will confirm receipt within 24 hours
• Service will be disconnected on your requested date
• Final billing will be calculated based on usage
• Equipment must be returned within 14 days

1.3 Early Termination Fees

2. Refund Policy

2.1 Service Refunds

BitarNet provides refunds in the following circumstances:

2.2 Full Refunds

Full refunds are available if:

• Service is cancelled within 7 days of activation (cooling-off period)
• BitarNet is unable to provide service due to technical limitations
• Service is unavailable for more than 48 consecutive hours due to BitarNet's fault
• Billing errors result in overcharges

2.3 Partial Refunds

Partial refunds may be provided for:

• Pro-rated unused service time when cancelling mid-billing cycle
• Service interruptions lasting more than 24 hours (pro-rated)
• Downgrades processed mid-cycle

2.4 Non-Refundable Charges

The following charges are non-refundable:

• Installation fees (if separately charged)
• Equipment purchase fees
• Usage-based charges already incurred
• Late payment fees
• Service charges for periods where service was available and used

3. Refund Processing

3.1 Refund Request

To request a refund, contact our billing department:

• Email: billing@bitarnetwork.com
• Phone: +961 71 031 772
• Include your account number and reason for refund

3.2 Refund Timeline

Refund processing times:

• Review Period: 5-7 business days to review request
• Processing: 7-14 business days after approval
• Payment Method: Refunds are issued to the original payment method

3.3 Refund Methods

Refunds are processed using the same method as the original payment:

• Credit/Debit card: Refunded to original card (5-10 business days)
• Bank transfer: Refunded to original account (7-14 business days)
• Cash payments: Refunded via bank transfer or check

4. Equipment Return

4.1 Equipment Responsibility

Upon service cancellation, you must return all BitarNet equipment including:

• Routers and modems
• Cables and accessories
• Any other equipment provided by BitarNet

4.2 Return Timeline

Equipment must be returned within 14 days of service disconnection. Failure to return equipment may result in:

• Equipment replacement charges
• Delayed refund processing
• Additional fees

4.3 Equipment Condition

Equipment must be returned in good working condition. Charges may apply for:

• Missing equipment
• Damaged equipment (beyond normal wear)
• Missing accessories or cables

5. Service Interruptions

5.1 Planned Maintenance

Scheduled maintenance does not qualify for refunds. We provide advance notice of planned maintenance whenever possible.

5.2 Unplanned Outages

For unplanned service interruptions:

• 24-48 hours: Pro-rated credit for affected period
• 48+ hours: Full pro-rated refund for affected period
• Credits are automatically applied to next billing cycle

6. Billing Disputes

6.1 Dispute Process

If you dispute a charge:

• Contact billing within 30 days of invoice date
• Provide detailed explanation and supporting documents
• We will investigate and respond within 10 business days
• If valid, refund or credit will be issued

7. Package Changes

7.1 Upgrades

Upgrading your package:

• Takes effect immediately or on next billing cycle
• Pro-rated charges apply for mid-cycle upgrades
• No refunds for previous package charges

7.2 Downgrades

Downgrading your package:

• Effective on next billing cycle
• No refunds for current billing period
• New rate applies from next billing cycle

8. Special Circumstances

8.1 Relocation

If you move to an area not served by BitarNet, you may cancel without early termination fees. Provide proof of relocation.

8.2 Military Deployment

Active military personnel deployed for extended periods may cancel without fees. Provide deployment documentation.

9. Contact Information

For refund or cancellation requests, contact:

BitarNet Billing Department
Email: billing@bitarnetwork.com
Phone: +961 71 031 772
Support Hours: Mon-Sat 9:00-16:00
Address: BitarNet Office, Motran Street, Tripoli, Lebanon

10. Policy Updates

This Refund and Cancellation Policy may be updated periodically. Material changes will be communicated via email or website notice. Continued use of services after changes constitutes acceptance.