Cancellations


Updated: 8/20/2018

Cancellation of Services

Requests for cancellation must occur over the phone or through email. Cancellations can only be requested by the account holder and must be submitted no more than 30 days in advance of the requested cancellation date. All cancellations are final.

Please allow 5 business days for cancellations to be processed.

After cancellation, refunds for unused prepaid fees will be issued by cheque, electronic funds transfer (EFT), or the credit card originally charged within 14 days. The refund will be calculated based on the number of days left in the monthly billing cycle after the cancellation date. Any postpaid services used before the cancellation date (like bandwidth overages and long-distance charges), and any other outstanding amounts, will be billed on a final invoice.

Refunds for “Does Not Qualify”

In cases where a customer’s address does not qualify for service and upfront fees have been paid, the customer account will be issued a full refund, including service, shipping fees and hardware and invoiced service fees. TekSavvy will make every effort to contact the account holder in this situation.

Shipping and hardware fees will be refunded once TekSavvy receives the hardware and verifies that all components are returned and it has not been damaged. If hardware is returned with damaged or missing components, TekSavvy may issue only a partial refund.

Cancellation Prior to Installation

For a full refund of activation fees and monthly service fees, the account holder must cancel their order at least 48 hours prior to their scheduled installation.

Cancellation requests received less than 48 hours prior to the scheduled installation will be refunded monthly service fees. Activation fees will not be refunded.

Hardware charges will be refunded once TekSavvy receives the hardware and verifies that it has not been damaged.

Shipping fees are non-refundable.

Downtime Courtesy

Your account must have gone through extensive troubleshooting to be eligible to receive any refund or downtime credit. To qualify for downtime courtesy credit the issue must be on the vendor side, and not related to customer equipment, wiring or other on premise problems.

Upon verification of eligibility the account holder is entitled to an account credit of the value of the downtime. The downtime courtesy credit will be issued directly to the customer account on their next invoice.

Hardware Warranty & Returns

The one year manufacturer’s warranty applies to all hardware. Faulty equipment may be returned for one year from date of the purchase at no charge to the customer.

Open box equipment is sold as-is and has a 90 day warranty.

The customer is responsible for shipping fees and product price difference for exchanges of equipment due to firmware issues.

If you are dissatisfied with hardware from TekSavvy for any reason, you may ship it back to TekSavvy at your own cost within the first 30 days of active service. TekSavvy will refund hardware charges once TekSavvy receives the hardware and verifies that all components are included and it has not been damaged. If hardware is returned with damaged or missing components, TekSavvy may issue only a partial refund. A $25 restocking fee will apply to hardware that you choose to return to TekSavvy after the first 30 days of active service.

Refunds will not be issued for hardware returned more than 90 days after your service is installed. Customers on a rent-to-own (“RTO”) arrangement for hardware will have two options after 90 days: (1) return the hardware and stop making any further RTO payments – no refund will be issued for payments already made; or (2) keep the hardware and pay out the remaining RTO balance in one full payment or by continuing payments.