Refund Policy
Clear refund terms for our independent assistance services. Understand your rights and our refund procedures.
1. Service Assistance Refund Window
Sapphire Internet provides independent guidance and assistance services. Refunds are available within 7 to 15 days of purchase, subject to eligibility conditions and the extent of services already delivered.
7-15 Day Window
Refund requests accepted within 7 to 15 days depending on service type and delivery stage
Eligibility Review
Each refund request evaluated based on assistance delivered and terms
Processing Time
Eligible refunds processed within 7-10 business days of approval
2. Important Disclosure
About Our Services
Sapphire Internet is an independent third-party assistance platform launched in 2025. We do NOT:
- Sell internet, cable, or streaming service plans
- Provide direct internet or cable connectivity
- Act as official representatives of any provider
- Control provider billing or service delivery
What We Do: We charge separate fees for guidance, consultation, and support services to help you navigate connectivity options. Our fees are independent of any provider charges.
Provider Services Separate
This refund policy applies ONLY to Sapphire Internet's assistance service fees. If you sign up for internet or cable services with a provider based on our guidance:
- You will be billed separately by that provider
- Provider refunds are subject to that provider's policies
- We cannot issue refunds for provider charges
- Contact your provider directly for their billing concerns
3. Refund Eligibility
Eligible for Refund
Refunds may be available in these situations:
- Request made within 7-15 days of purchasing assistance service
- Minimal or no assistance services have been delivered yet
- Services did not meet the description provided at purchase
- Technical issues prevented delivery of purchased assistance
- Duplicate charges or billing errors
NOT Eligible for Refund
Refunds will NOT be issued in these cases:
- After Assistance Delivered: Services have been substantially or fully completed
- Provider Issues: Problems with provider services, billing, or installation
- Changed Mind: Customer decides they don't need the assistance after receiving it
- Beyond Timeframe: Request made more than 15 days after purchase
- Incorrect Information: Customer provided inaccurate information affecting service
- Third-Party Fees: Charges from internet or cable providers
4. Refund Request Process
Contact Support Within Timeframe
Call (888) 359-4240 or email refunds@sapphire.net within 7-15 days of purchase
Provide Details
Include your order number, purchase date, and reason for refund request
Eligibility Review
Our team reviews your request against eligibility criteria and service delivery status
Refund Processing
If approved, refund processed to original payment method within 7-10 business days
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 Internet 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 Internet 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 Internet, 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.