Refund Policy — Veranet B2B

1. 7-Day Initial Satisfaction Guarantee (Monthly Plans)

We stand behind the engineering excellence of the Veranet cloud platform. If you subscribe to a monthly paid plan (Pro Tier) for the first time and determine within seven (7) calendar days of initial activation that Veranet cannot technical interface with your supported router hardware (MikroTik RouterOS or OpenWrt), you are eligible to request a full 100% refund of your initial month's subscription fee.

To claim this initial guarantee, submit a technical ticket to support@veranet.online explaining the incompatibility before the 7-day window expires.

2. Annual Subscription Commitment & 14-Day Window

Annual subscriptions benefit from significant volume discounts (up to 70% off standard monthly pricing).

First 14 Days: If you purchase an annual subscription and submit a refund request within fourteen (14) calendar days of the initial purchase date, you will receive a full refund minus a 5% administrative payment processing fee.
After 14 Days: After fourteen days, annual subscription commitments are strictly non-refundable. You will retain full access to your Operator Tier features until the expiration of your 12-month billing period.

3. Non-Refundable Items & Overage Tariffs

The following items and charges are strictly non-refundable under all circumstances:

Monthly Renewal Cycles: Subscription renewal fees for subsequent months once the active billing period has commenced.
Custom White-Label Setup Fees: One-time engineering onboarding fees or custom portal graphic design services.
SMS / WhatsApp Gateway Credits: Direct telecommunication carrier units consumed for automated voucher dispatch.
Overages & Active Router Tokens: Router capacity units utilized beyond baseline tier quotas during active hotspot operations.

4. End-User Wi-Fi Consumer Payments & Operator Liability

If an end-user subscriber at your cafe, student hostel, hotel, or campus experiences poor Wi-Fi connectivity due to local router failure, signal degradation, or physical fiber cuts, the Operator is exclusively responsible for resolving and handling consumer refund requests according to the Operator's own venue policy.

5. Chargeback Disputes & Fraud Prevention

We encourage Customers to contact our dedicated billing desk at billing@veranet.online to resolve any invoice discrepancies prior to initiating a bank chargeback or payment gateway dispute.

In the event of an unjustified chargeback initiated without prior communication, Veranet reserves the right to immediately suspend cloud RADIUS routing, invalidate connected router tokens, and assess a $50.00 USD administrative dispute fee to recover gateway arbitration costs.

6. Service Credits vs. Cash Refunds

In the event of unplanned cloud downtime exceeding our 99.9% uptime SLA target, remedies are provided exclusively in the form of Service Credits applied toward future subscription billing invoices, as defined in our Investment & SLA Disclaimer. Service credits are non-transferable and may not be redeemed for cash refunds.

7. Refund Processing & Currency Timelines

Once an authorized refund is approved by our billing team:

Refunds are issued directly to the original payment method used during checkout (Credit Card, Debit Card, Bank Transfer, or Mobile Money wallet).
Card refunds typically appear on your statement within 5 to 10 business days, depending on your card issuer or banking institution.
Veranet is not responsible for currency exchange fluctuations or foreign transaction fees applied by your financial provider.

8. How to Submit a Refund Request

To request an authorized refund under Sections 1 or 2 of this policy:

Email billing@veranet.online from your verified account email address.
Include your Veranet Account ID, invoice reference number, and a detailed summary of your request.
Our billing department will review and respond within 24 to 48 business hours.

9. Contact Billing Support

If you have questions regarding an invoice or subscription renewal:

Refund Policy.