**Refund Policy**Effective Date: 2025**

**1. General Policy Statement**

At BM ISP, we are committed to providing reliable internet service and transparent billing. Our services are offered on a **prepaid basis**, where customers pay in advance for their monthly subscription. Due to this prepaid model, payments are considered final. Therefore, **all subscription fees paid to BM ISP are generally non-refundable.**

This policy outlines the specific exceptions under which a refund or service credit may be issued.

**2. Prepaid Service**

When you make a payment, you are purchasing a subscription for the upcoming service period (e.g., 30 days). This payment reserves your connection on our network for that period. Because the service is made available to you for the entire duration, we do not offer refunds for partially used service periods if you choose to cancel your service before your subscription ends.

**3. Exceptions to the No-Refund Policy**

We believe in fairness and will assess refund requests on a case-by-case basis under the following specific circumstances:

* **Verifiable Billing Errors:** If you are incorrectly charged due to a technical error in our billing system (e.g., a double payment is processed for the same billing period), we will issue a full refund for the erroneous amount.
* **Initial Installation Failure:** If a new customer makes an advance payment for a new connection and we are technically unable to install the service at their registered address, a full refund of the advance payment will be provided.
* **Prolonged Service Outage:** In the rare event of a continuous, verifiable service outage lasting more than **72 consecutive hours** (3 days) due to a fault in our direct network (excluding scheduled maintenance or issues beyond our control), subscribers may be eligible for a **pro-rated service credit**. This credit will be applied to your next month’s bill. Cash refunds will not be issued for service downtime.

**4. Situations Where Refunds Will Not Be Issued**

To maintain clarity, we do not provide refunds or credits for the following:

* **Customer Dissatisfaction with Speed:** Our plans are sold as “up to” a certain speed, and performance can vary. We do not offer refunds if the service speed does not meet personal expectations but is functioning within our network’s normal parameters.
* **Customer-Side Equipment Issues:** Service issues caused by the customer’s own devices (e.g., router, computer, internal wiring).
* **Service Suspension or Termination:** Accounts suspended or terminated due to a violation of our Terms and Conditions or Acceptable Use Policy (AUP).
* **Forgetting to Discontinue Service:** As our service is prepaid, it will automatically stop at the end of the paid cycle if payment is not renewed.
* **Customer Relocation:** If you move to a location outside of our service coverage area.
* **Third-Party Outages:** Service interruptions caused by factors beyond our control, such as widespread power outages, natural disasters, or upstream fiber cuts by third parties.

**5. How to Request a Refund or Service Credit**

To request a refund or credit, you must contact our support team within 7 days of the event that you believe qualifies you for a refund.

1. Send an email to **support@bmisp.net** with the subject line “Refund Request.”
2. In the email, please include:
* Your Full Name and Customer ID.
* The date of the payment in question.
* A detailed reason for your request, including any relevant dates of service outage.

Our team will review your request and respond within 7-10 business days.

**6. Policy Modifications**

BM ISP reserves the right to modify this Refund Policy at any time. Any changes will be posted on our official website and will be effective immediately.

**7. Contact Us**

If you have any questions about our Refund Policy, please contact us:

**BM ISP**
**Address:** Uttar Gazirchat, Bhuiyan Para, Ashulia, Savar, Dhaka-1349
**Support Email:** support@bmisp.net
**Support Hotline:** 01771949542