This Refund & Return Policy applies to all SheraNet subscribers and governs how payments, service issues, and equipment returns are handled. By subscribing to SheraNet, customers agree to the terms outlined below.

1. Prepaid Service Policy

  • All SheraNet plans are prepaid and billed in advance.

  • Once a payment is made and the service cycle begins, the amount is non-refundable.

2. No Refund After Service Activation

SheraNet does not provide refunds under the following circumstances:

  • If the internet service has already been activated.

  • If the customer voluntarily discontinues service before the validity period ends.

  • If there are speed fluctuations, latency issues, temporary downtime, or performance-related complaints.

All prepaid payments are considered final.

3. Conditions Under Which Refund May Be Considered

A refund may be reviewed only if:

  1. SheraNet fails to activate the connection within a reasonable time.

  2. Service remains fully unavailable due to a SheraNet-side fault, and the issue cannot be resolved.

  3. Any SheraNet-provided equipment (ONU/router) was not used and is returned in perfect working condition.

Refund approval is not guaranteed and will be evaluated based on technical logs and internal review.

4. No Refund or Compensation for External or Customer-Side Issues

SheraNet is not responsible for refunds or compensation caused by:

  • Customer-side router, wiring, or internal network problems.

  • Power failure, load-shedding, national blackout, or electrical issues.

  • Fiber cuts, upstream outages, or third-party provider disruptions.

  • Customer misuse, network sharing, bandwidth resale, or policy violations.

  • Device malfunction, malware, or configuration errors caused by the customer.

  • Temporary slowdowns due to international bandwidth congestion.

These conditions fall outside SheraNet’s operational responsibility.

5. Refund Request Procedure

If a case qualifies for refund consideration:

  1. Customers must submit a written request to: [email protected]

  2. The technical team will verify logs, downtime records, and account history.

  3. If approved, a pro-rated refund or account credit may be issued.

  4. Refunds will be processed only through bank transfer or the original payment method.

  5. Requests must be submitted within 30 days of cancellation;
    Late submissions will be automatically rejected.

6. Equipment Return Policy (If Applicable)

If SheraNet provides equipment (ONU/Router):

  • The device must be returned in undamaged, working condition within 30 days.

  • Damaged, burnt, missing, or altered devices are not eligible for refund consideration.

  • SheraNet reserves the right to refuse a refund if equipment is not returned properly.

7. No Uptime or Speed Guarantee

SheraNet does not offer:

  • 100% uptime guarantee

  • Minimum speed guarantee

  • Compensation for speed variations or latency

These conditions depend on multiple external technical factors beyond direct control.

8. Policy Modification Rights

SheraNet reserves the right to modify or update this Refund & Return Policy at any time.
Changes will take effect once published on the official website.

9. Contact Information for Refund & Support

📞 Support Hotline: 09610121121
📧 Email: [email protected]
🌐 Website: www.sheranetbd.com

Summary for Customers

  • All payments are prepaid and non-refundable once service starts.

  • Only SheraNet-side service failure may qualify for refund review.

  • Customer-side issues or external factors are not eligible for compensation.

  • Refund requests must follow verification and documentation procedures.