Refund & Cancellation Policy

1. Introduction

KCN Network provides broadband and internet services, subscription plans, renewals, and related services. This Refund & Cancellation Policy explains how cancellations, failed payments, duplicate payments, and eligible refunds are handled.

By making a payment through our website, customer portal, mobile application, or an authorized payment gateway, you acknowledge and agree to this policy.

2. Before Making a Payment

Customers should carefully review the selected plan, service period, applicable amount, and other details before completing a transaction.

• Verify the selected broadband plan before payment.
• Verify the applicable payment amount.
• Confirm the customer account or invoice details.
• Ensure that the payment method belongs to or is authorized by the customer.

3. Cancellation Policy

Customers may contact KCN Network to request cancellation of an eligible service or transaction.

Cancellation requests are subject to the status of the order, service activation, payment processing status, applicable plan terms, and any applicable regulatory requirements.

4. Successful Payments

Once a payment has been successfully received and the applicable service or subscription has been activated, refunds may be subject to the applicable plan and service terms.

Where a customer has received or used the applicable service, any refund request will be reviewed individually based on the service status and applicable terms.

5. Failed Payment

If a payment transaction fails and no successful payment confirmation is received by KCN Network, the transaction will generally not result in service activation based solely on the attempted payment.

If the customer's bank or payment provider has debited the amount despite the transaction being unsuccessful, the customer may contact KCN Network with the transaction details for verification.

6. Pending Payment

Some transactions may remain pending due to delays in communication between the payment gateway, bank, UPI network, or KCN Network systems.

Customers should avoid making repeated payments for the same invoice while an earlier transaction is still being verified, unless instructed by KCN Network support.

7. Duplicate Payment

If a customer accidentally makes multiple successful payments for the same invoice or service, the customer should contact KCN Network support as soon as possible.

After verification of the duplicate transaction, KCN Network may process an eligible refund or adjustment, subject to applicable payment processing and service terms.

8. Refund Eligibility

A refund may be considered in circumstances such as:

• Duplicate successful payment for the same service or invoice.
• Successful payment where the corresponding service could not be provided due to circumstances attributable to KCN Network.
• Payment received in error and verified by KCN Network.
• Other circumstances where a refund is required under applicable law or an approved customer resolution.

Refund eligibility is subject to verification and the applicable service, payment, and legal requirements.

9. Cases Where Refund May Not Be Available

A refund may not be available in circumstances including, but not limited to:

• The service has already been successfully provided or substantially consumed.
• The customer has violated applicable service terms.
• The payment relates to a non-refundable promotional offer, where clearly stated before payment.
• The request is made after the applicable refund or cancellation period, where such a period applies.
• The transaction cannot be verified as a genuine payment made to KCN Network.

10. Refund Request Process

To request a refund, the customer should contact KCN Network support and provide sufficient transaction information for verification.

11. Refund Verification

KCN Network may verify the payment transaction, customer account, invoice, service activation status, and relevant payment gateway information before approving a refund.

Additional information may be requested where reasonably necessary to verify the transaction and prevent fraudulent refund claims.

12. Refund Method

Where a refund is approved, it will generally be processed through the original payment method or through the payment mechanism supported by the applicable payment gateway.

KCN Network does not guarantee that refunds will be reflected immediately in the customer's bank account, card account, or UPI account because processing times may depend on banks and payment service providers.

13. Refund Processing Time

Approved refunds will be initiated within a reasonable processing period after verification and approval.

The time taken for the refunded amount to appear in the customer's account may vary depending on the customer's bank, card issuer, UPI provider, or payment gateway.

14. Payment Gateway Transactions

Online payments may be processed by an authorized third-party payment gateway provider.

Payment gateway providers may independently process transaction authorization, payment status, reversals, chargebacks, and settlement according to their own applicable terms and procedures.

KCN Network will reasonably assist customers in resolving payment-related issues where transaction information is available to us.

15. Unauthorized Transactions and Chargebacks

If a customer believes that a transaction was unauthorized, the customer should contact KCN Network as soon as possible and also notify their bank or payment provider where appropriate.

KCN Network reserves the right to investigate payment disputes and provide relevant transaction information to the payment gateway, bank, or authorized financial institution when required.

16. Fraudulent Refund Requests

Refund requests containing false information, manipulated transaction details, or fraudulent claims may be rejected.

KCN Network may take appropriate action where fraudulent activity is suspected, subject to applicable law.

17. Service-Related Refund Requests

If a customer experiences a service issue and believes that a refund or adjustment may be appropriate, the customer should contact support with details of the issue.

KCN Network may review the service status, outage information, account history, applicable plan terms, and other relevant information before determining an appropriate resolution.

18. Contact Us

For refund, cancellation, payment, or transaction-related queries, please contact KCN Network using the information below.