Refund Policy
We stand behind our services with a clear and fair refund policy. Learn about our refund procedures and eligibility requirements.
1. 30-Day Money-Back Guarantee
We're confident you'll love Sapphire Net services. If for any reason you're not completely satisfied with our internet or cable TV services within the first 30 days, we offer a full money-back guarantee.
Full Refund
100% refund of service charges paid for new customers within 30 days
No Questions Asked
Simple cancellation process without lengthy explanations required
Fast Processing
Refunds processed within 5-7 business days of cancellation
2. Refund Eligibility
Eligible Services
The following services are eligible for refunds under our money-back guarantee:
- Internet Services: All fiber internet plans and speeds
- Cable TV Services: All channel packages and premium content
- Bundle Packages: Combined internet and cable TV services
- Monthly Service Charges: Recurring monthly fees for services
New Customer Qualification
To qualify as a "new customer" for the 30-day guarantee:
- You must not have had Sapphire Net service at the same address within the past 12 months
- Service must be activated under a new account
- You must be the primary account holder
- Service must be for residential use (business customers have separate terms)
3. Non-Refundable Items
While we offer generous refunds for services, certain charges are non-refundable:
Installation Fees
Standard and custom installation charges are non-refundable after completion
Equipment Fees
Modem, router, and set-top box rental fees for the period used
Late Fees & Penalties
Any late payment fees or penalty charges incurred
Third-Party Services
Premium channels, streaming services, or third-party add-ons
Service Calls
Technician visit fees for repair or maintenance calls
Damage Fees
Charges for damaged, lost, or unreturned equipment
4. Refund Request Process
Contact Customer Service
Call (888) 572-7246 or email refunds@sapphire.net within 30 days of service activation
Provide Account Information
Have your account number, billing address, and reason for cancellation ready
Equipment Return
Return all equipment in good condition using provided return kit or schedule pickup
Processing & Payment
Refund processed within 5-7 business days to original payment method
5. Refund Timeline and Methods
Processing Time
Service Cancellation
Same business day when requested before 5 PM ET
Refund Processing
5-7 business days after equipment return (if applicable)
Credit Card Refunds
1-3 business days after processing (may vary by bank)
Bank Transfer Refunds
3-5 business days after processing
Payment Methods
Refunds are issued to the original payment method used for service charges:
- Credit/Debit Cards: Refunded to the card on file
- Bank Transfer: Refunded to the original bank account
- Check Payments: Refund check mailed to billing address
- Gift Cards/Promotions: Refunded as account credit
6. Equipment Return Requirements
Required Returns
All Sapphire Net equipment must be returned in good working condition:
Internet Equipment
- Fiber optic modem/gateway
- WiFi router (if provided)
- Power adapters and cables
- Ethernet cables
Cable TV Equipment
- Set-top boxes/DVRs
- Remote controls
- Coaxial cables
- HDMI cables (if provided)
Return Options
Prepaid Return Kit
We'll send a prepaid shipping kit with instructions and packaging materials
Equipment Pickup
Schedule a technician visit for equipment pickup (pickup fee may apply)
Drop-off Location
Return to authorized Sapphire Net service centers or retail partners
7. Partial Refunds and Pro-rating
Service Interruptions
If you experience extended service outages due to our network issues, you may be eligible for service credits:
- Planned Maintenance: No credit for scheduled maintenance under 4 hours
- Network Outages: Credit for outages lasting more than 4 continuous hours
- Equipment Failure: Credit from time of reported issue to resolution
- Weather/Natural Disasters: Credits evaluated case-by-case
Mid-Cycle Cancellations
For customers who cancel after the 30-day guarantee period:
- Service charges are pro-rated to the cancellation date
- No refund for the current billing cycle
- Equipment rental fees charged through return date
- Final bill includes all outstanding charges
8. Special Circumstances
Moving/Relocation
If you need to cancel due to moving to an area we don't service:
- We'll work with you to transfer service to your new location if available
- Early termination fees may be waived for qualified moves
- Military deployment orders qualify for special consideration
- Documentation of move may be required
Service Unavailability
If we cannot provide the level of service originally promised:
- Option to downgrade to available service tier
- Pro-rated refund for service level differences
- Full cancellation and refund if no acceptable alternatives
Billing Errors
If you've been incorrectly charged:
- Full refund of erroneous charges
- Credit for any late fees caused by billing errors
- Correction of future billing statements
- No time limit on billing error corrections
9. Business Account Refunds
Business customers have different refund terms based on their service agreements:
Small Business (Under 20 Lines)
Similar to residential terms with 30-day guarantee for new customers
Enterprise Accounts
Custom refund terms as specified in individual service agreements
Contract Services
Early termination fees and specific refund clauses apply per contract
10. Contact Information for Refunds
For refund requests, questions, or concerns, please contact us using the methods below:
Online
Log into your account at sapphire.net to request cancellation
Our Commitment to Your Satisfaction
At Sapphire Net, we're committed to providing exceptional service and want you to be completely satisfied with your experience. Our refund policy reflects our confidence in our services and our dedication to customer satisfaction.