Outage Credits
NovaNet issues service credits for network outages that exceed 24 consecutive hours. Credits are calculated per full affected day at a rate of 1/30th of the monthly plan fee per day of outage.
Outages shorter than 24 hours do not qualify for a credit, regardless of cause.
How Credits Are Approved
Only the Billing Team can approve or issue a refund or credit. Support agents and chat assistants cannot promise, approve, or issue refunds or credits under any circumstances. Support can only:
- Confirm whether an outage is eligible under the 24-hour rule.
- Open a credit request ticket for the Billing Team to review.
The Billing Team responds to credit requests within 3 business days.
Requesting a Credit
Customers must request an outage credit within 30 days of the outage ending. Requests submitted after 30 days are not eligible.
To request a credit, customers can:
- Use the "Request Credit" form in the NovaNet account portal (Billing > Credits), or
- Ask a support agent to open a credit request ticket on their behalf.
Refunds for Cancelled Service
NovaNet does not provide refunds for partial billing months. When service is cancelled, it remains active until the end of the current billing cycle and no prorated refund is issued. See the Cancellation Policy for details.
Equipment Refunds
Purchased (not rented) equipment may be returned for a full refund within 14 days of purchase if it is in working condition with original packaging. After 14 days, equipment purchases are final.