30-Day Satisfaction Guarantee
In the event a Client wishes to terminate service within 30 Days from the date of initial activation, Broad Sky will refund the cost of purchased equipment less a 15% restock fee and will release the Client from the remainder of the Service Agreement term.
Client must have submitted a Trouble Ticket and Broad Sky must have either;
- Not been able to meet its stated Service Level Agreement (SLA) for the services purchased, or
- Broad Sky was not successful in supporting an approved application of the service*
Client must not be in violation of the Acceptable Use Policy (AUP) for a specific service when submitting a Trouble Ticket to return equipment under the Guarantee. In the case of Satellite services, where data speeds can be throttled once plan throughput limits are reached, Broad Sky may offer to upgrade a service package to mitigate any FAP/DAP restrictions prior to Client invoking Guarantee.
Refund will be provided once equipment has been returned to Broad Sky;
- Within 15 days of the date of RMA issuance,
- In original packaging,
- In good working order and free of damage.
In addition to a restocking fee, missing or damaged components will be billed at fair market value to repair or replace. If a return shipping label is provided by Broad Sky, Client must use the return label to ensure timely processing of Refund. De-installation and return shipping charges may apply if client requires Broad Sky, or a third party hired by Broad Sky, to remove the equipment. No refunds are available for original installation and shipping charges.
*SkyLink services powered by WildBlue Enterprise Solutions do not support ANY client provided IPSec VPN or VoIP services and these two applications are not grounds for return of equipment and cancellation of service contract for SkyLink service.
**Extreme 25 does not provide a static/persistent IP, QoS for VoIP nor support 3rd party VoIP services. These applications or services are not grounds for return of equipment and cancellation of service contract for Extreme 25 service.