Refund & Cancellation Policy

At Velocity Internet, we strive to ensure our customers in Chattogram receive the best possible service. However, we understand that there may be circumstances where you need to request a refund or cancel your subscription.

1. Connection Charges & Security Deposit
• Installation charges or setup fees are generally non-refundable once the physical connection has been established at the customer's premises.
• Any security deposit for equipment (like ONU or Router) provided by Velocity Internet is refundable upon the return of the equipment in good working condition, subject to our verification.

2. Monthly Subscription Fees
• Monthly broadband subscription fees are paid in advance and are typically non-refundable.
• In the event of a prolonged service outage (more than 3 consecutive days) caused by Velocity Internet's infrastructure failure, a pro-rated credit or refund may be considered at our sole discretion.

3. New Connection Cancellation
• If a customer pays for a new connection but we are unable to provide service due to technical feasibility issues in their specific area of Chattogram, a 100% refund of the paid amount will be processed within 7-10 working days.
• If a customer cancels the request before the installation process begins, a partial refund may be issued after deducting minimal administrative costs.

4. Equipment Returns
• If any hardware purchased from Velocity Internet is found to be defective within the warranty period, it will be replaced or repaired according to the manufacturer's warranty policy. No cash refunds will be issued for hardware after 48 hours of installation.

5. Payments made through the My Velocity app or website
• Bills are paid on the secure page of bKash or SSLCommerz. After a successful payment your invoice is marked paid and your connection is restored automatically; if the status does not update within 30 minutes, contact us with the transaction ID.
• If money was deducted but the invoice still shows unpaid, or the same invoice was paid twice, send the transaction ID and Customer ID to care@velocity.com.bd or call the call centre. After verification we will either apply the amount to your account or refund the extra amount to the same bKash / card account within 7 business days.
• Never share your PIN, OTP or password with anyone, including Velocity staff. We never ask for them.

6. Refund Process
• To request a refund, customers must email care@velocity.com.bd, call 09643444444 / 09639444444, message WhatsApp 01978610061, or visit our support office with their Customer ID and payment receipt / transaction ID.
• Approved refunds will be processed via the original payment method (bKash, Nagad, Bank Transfer, or Cash) within 7 business days.

7. Policy Changes
Velocity Internet reserves the right to modify this Refund Policy at any time to comply with BTRC regulations or company operational changes.

Last Updated: October 2026