Cancellation and Refund Policy

Cancellation of Services “In Exception to SkyRoam Solis device and/or DayPasses and Subscriptions”

Requests for cancellation must occur over the phone, by e-mail or in the client area with as little as 1-day notice. Cancellations can only be requested by the account holder and must be submitted no more than 30 days in advance of the requested cancellation date. All cancellations are final.

No refunds or credits are issued for any unused monthly services or hardware. Please allow 5 business days for cancellations to be processed.

All rental modems/receivers are to be returned within 30 day(s) with a  return label provided by GETUS Communications Ltd (directions included in cancellation confirmation e-mail from client care). Please include your Billing Account Number (BAN) on the packing slip. If the rental modem/receiver is not returned within 30 day(s) and/or is damaged, missing parts, etc the full retail cost will be charged to the end-user (plus additional taxes).

Refunds for “Does Not Qualify”

In cases where a customer’s address does not qualify for service and upfront fees have been paid the customer account will be issued a full refund, including service, shipping fees and hardware and invoiced service fees. GETUS will make every effort to contact the account holder in this situation, however, the customer must call in to request the refund.

Restocking fees do not apply to modems/receivers that remain unopened and for addresses that do not qualify for service by our vendors.

Money back Guarantee & Cancellation prior to Activation

GETUS Communications Ltd will allow a partial refund (minus $25 (plus additional taxes) modem restocking fee for rental and/or purchased modems/receivers returned) prior to Activation date of service scheduled by the assigned vendor. If a customer provided modem was provided to GETUS/vendor, the restocking fee does not apply.

Refunds will be provided within 5 business days (unless pending equipment return) to the original payment method and requests must be made by phone or e-mail.

All equipment (purchased one-time or rental) are to be returned within 30 day(s), if not returned within 45 day(s) equipment will be charged at full MSRP (plus additional taxes). This only applies to services that have not yet been activated by the vendor, requests must be approved by Client Care to review order progress by the assigned vendor and will be immediately cancelled.

Downtime Courtesy

Your account must have gone through extensive troubleshooting to be eligible to receive any refund or downtime credit. To qualify for downtime courtesy credit the issue must be on the vendor side, and not related to customer equipment, wiring or other on premise problems.

Upon verification of eligibility the account holder is entitled to an account credit of the value of the downtime. The downtime courtesy credit will be issued directly to the customer account on their next invoice.

Hardware Warranty & Returns

The 1 year manufacturer’s warranty applies to all modems and routers (excl. Rectified modems/receivers which is 90 days warranty). Faulty equipment may be exchanged for 1 year from date of the purchase at no charge to the active client.

The customer is responsible for shipping fees and product price difference for exchanges (if applicable).

A $25 restocking fee will apply for applicable returned and undamaged modems.

 

SkyRoam / Solis Canada Refund Policy

Order Returns

In the chance that you’d like to return your order, you must do so within 30 days of your delivery date and your item must be unused and in the same condition that you received it. It must also be in the original packaging. Once we receive your returned item, you’ll receive confirmation from our team and your refund will be processed through your original method of payment within 7 to 10 business days.

To contact us about return instructions, please kindly reach out to our team with your order details. You will be responsible for return shipping costs and must include trackable shipping service.

General Refund Policy

Generally, for all types of hotspots and Daypasses / Subscriptions purchased, purchases must have been made within the last 30 days of the request date to be refunded.

Refunds will be returned to the original form of payment without exception and only when we have received the product back to one of our physical return addresses.  If you need to coordinate a return, you can email, call or live-chat with our customer support 24/7 at 1 (800) 396 – 1023 or [email protected]

Day pass and Subscription Refunds

Generally, Daypasses and/or Subscriptions are non-refundable after purchase and we generally cannot refund the purchase. Our care staff can look into your hotspot usage statistics on your behalf to determine if there has been an issue with your service, and in such cases we generally can make an exception and provide a partial or complete refund of any impacted days.

If you have a question about a Daypass card purchased  or general Daypass purchase, please contact our customer support via live chat or [email protected] and an experienced representative will be able to assist you.

Owner Warranty: One (1) Year

While Solis was designed to be an enduring travel companion, we understand sometimes products are in need of servicing. The Solis Limited Warranty covers your Solis mobile hotspot and some accessories against manufacturing defects for one year from the date you bought your product. Our warranty is in addition to rights provided by consumer law.

Our warranty doesn’t cover damage caused by accidents or unauthorized modifications. . We are happy to exchange or repair any defective units or parts within one-year of when you received your order. You can check your warranty status online and update your proof-of-purchase information if there’s an error in our records.

Please reach out to us so we can assess any product issues and help resolve.

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