Refund Policy

1. Scope

This policy explains how Lalat Internet Service Pvt. Ltd. handles refunds for broadband, IPTV and related services. It applies to payments made towards plan rentals, installation, add-on packs and deposits. It should be read with our Terms of Use and the tariffs published on our Plans & Tariff page.

2. Failed, duplicate and incorrect payments

• Payment debited but not credited to your account: if money leaves your account and your Lalat account is not credited, tell us and we will trace it. Where the payment did not reach us, the amount is normally reversed by your bank or the payment gateway within their own settlement cycle.
• Duplicate payment: a duplicate payment for the same billing cycle is either adjusted against your next bill or refunded, as you prefer.
• Incorrect amount charged: if we have billed you incorrectly, we correct the bill and refund or adjust the difference.

Verified refunds are processed within 7–10 working days and are returned to the original payment method wherever possible.

3. Advance rental on disconnection

Plan rentals are billed in advance. If you disconnect part-way through a billing cycle that you have already paid for, the unused portion is refunded or adjusted on a pro-rata basis, after deducting any dues, unreturned equipment charges and applicable taxes.

Where the plan was purchased as a long-duration or discounted bundle, the refund is calculated against the standard monthly tariff for the period you actually used, not the discounted rate.

4. Installation and activation charges

Installation, activation and relocation charges cover work already carried out at your premises and are not refundable once the work is complete.

If we accept a payment and are then unable to provide the connection — for example, if your address turns out to be outside our serviceable footprint, or installation is not feasible — the full amount you have paid is refunded.

5. Security deposit and equipment

Any refundable security deposit is returned after disconnection, once our equipment has been returned in working condition and all outstanding dues are cleared. The cost of equipment that is lost, damaged beyond normal wear and tear, or not returned may be deducted from the deposit.

6. Service outages

Where a fault leaves your connection unusable for a continuous period, a rental rebate for the affected days may be credited to your account in accordance with the applicable TRAI Quality of Service provisions. Raise a complaint through our Complaint Centre so that the outage is on record with a docket number — rebates are calculated from the docket.

7. What is not refundable

• charges for service periods that have already been used;
• one-time charges for work completed at your premises, such as installation, relocation and reconnection;
• amounts relating to a period during which the connection was suspended or terminated because of a breach of our Terms of Use;
• third-party add-on packs and OTT subscriptions once activated, where the content provider's own terms apply.

8. How to request a refund

Call our toll-free consumer care number 1800 202 0850, write to support@lalatinternet.in, or visit our office. Please quote your account number, the payment date and amount, and the transaction reference.

You will receive a docket number for the request. We will confirm the outcome, and where a refund is due, the amount and the date it was processed.

9. If you are not satisfied

If a refund request is refused or delayed, you can escalate it exactly as you would any other complaint — to our Nodal Officer, and then to our Appellate Authority. Contact details and the time limits that apply are on our Customer Care page.