MoConnect Solution · Customer information
Refund Policy
This policy explains how MoConnect Solution reviews cancellation and refund requests for internet service orders and related charges.
1. Requesting a refund
To request a refund, contact MoConnect Solution through the Contact page and provide your name, service or order reference, payment date, amount, transaction reference and the reason for your request. Please avoid submitting payment card numbers or passwords.
2. Eligibility assessment
Each request is reviewed against the agreed package, whether installation or activation has occurred, the nature of the issue, the relevant service agreement and applicable consumer law. A payment does not automatically qualify for a refund solely because a request is submitted.
3. Installation and activation charges
Where a site survey, installation, equipment provisioning or other work has already been performed, applicable charges and any refundable amount will depend on the disclosed purchase terms, work completed and applicable law.
4. Unavailable or undelivered service
If an order cannot be fulfilled, contact us so we can verify the circumstances and explain the available resolution, including a refund where required or appropriate under the agreed terms and law.
5. Service interruptions
Report outages or performance issues promptly so they can be investigated. Any credit or refund for interruptions is determined by the relevant service agreement and applicable legal requirements.
6. Refund processing
Approved refunds are processed using an appropriate available payment method after verification. Processing time can vary with the payment provider or bank. We will communicate the outcome and any relevant next steps.
7. Disputes and assistance
If you disagree with a decision, contact us with supporting information for further review. Nothing in this policy limits rights that cannot lawfully be excluded.
Last updated: 26 October 2026