Return and Refund Policy

This policy explains what happens when you are overcharged, when you pay twice, when service is interrupted, and when you disconnect. It applies to all payments made to CO.OP NDS, including card, e-wallet, bank transfer, and over-the-counter payments.

1. Nature of the service

We sell a continuously delivered telecommunications service, not a physical product. There is nothing to return or ship back, and service already delivered and used is not refundable. This is why our policy is built around account credits.

2. Overpayments and duplicate payments

• If you pay more than the amount due, the excess is posted to your account as a credit balance and is automatically applied to your next invoice. Your current credit balance is visible in the client portal and on your statement of account.
• If the same invoice is paid twice — for example, a card payment that appears not to have gone through and is repeated — the duplicate is credited to your account once identified. Our system flags same-invoice duplicate payments automatically, but please report any you notice.
• Credits do not expire while your account is active and can be carried over indefinitely.

3. Billing errors

If we billed you incorrectly — the wrong plan rate, a charge for a service you did not have, an incorrect proration, or a penalty applied in error — raise it with us within 30 days of the statement date.

• Confirmed errors are reversed and credited to your account in full, including any penalty charged on the erroneous amount.
• If the error caused a suspension, we will reconnect you at no charge and waive any reconnection fee.
• We will tell you in writing what we found, whether or not the charge is adjusted.

Raising a dispute after 30 days does not prevent us from correcting a genuine error — it only means we may need longer to verify it against archived records.

4. When we issue a cash refund instead of a credit

We will return money to its original source, rather than credit your account, in these cases:

• Unauthorized or fraudulent payment — a card or e-wallet was used without the owner's consent. We reverse the transaction on confirmation.
• Payment applied to the wrong account — where it cannot be transferred to the correct account with the payer's consent.
• Application not proceeded with — where you paid an installation or activation fee and we were unable to install service, or you cancelled before installation. Fees paid are refunded in full; where materials were already used at your premises, the documented cost of those materials may be deducted.
• Account closure with a remaining credit — see Section 6.

Approved cash refunds are returned to the original payment method within 10 banking days of approval. Card and e-wallet reversals are processed through PayMongo and may take additional time to appear on your statement, depending on your bank. We do not charge a fee for processing a refund.

5. Service interruptions

• Where a service interruption attributable to us continues beyond the period prescribed by applicable National Telecommunications Commission rules, you may request a prorated credit for the affected days.
• Credits are computed on your monthly rate divided by the days in the billing cycle, multiplied by the days of interruption.
• Credits do not apply to interruptions caused by events beyond our reasonable control — typhoon, flood, earthquake, fire, prolonged power outage, fiber cuts caused by third parties, or upstream carrier failure — nor to interruptions caused by your own equipment, wiring, or power supply, nor to suspension for non-payment or breach of our Terms and Conditions.

6. Disconnection and closing your account

• Charges are prorated to your effective disconnection date.
• If a credit balance remains after all charges, unreturned equipment, and any lock-in obligations are settled, we will refund the balance in cash or by bank or e-wallet transfer within 10 banking days of your written request.
• Advance payments made for months not yet consumed are refundable on the same basis.
• Installation fees, activation fees, and reconnection fees already performed are not refundable.

7. How to request a credit or refund

1. Contact us through any channel on our Customer Service page.
2. Give your account number or account name, the date and amount of the payment, and the reference number shown on your receipt or card statement.
3. We acknowledge every request within 24 hours.
4. We complete our review and tell you the outcome within 7 business days. If it will take longer, we tell you why and give you a date.
5. If you disagree with the outcome, escalate it under our Dispute Resolution Policy.

8. Card chargebacks

If you believe a card charge is wrong, please contact us first. We can usually correct it faster than a bank dispute, and a chargeback filed against a valid charge may result in suspension of the account until it is resolved. Contacting us first does not affect your right to dispute a charge with your card issuer.

9. Contact

Billing and refunds: [email protected]
Hotline: 099999999
Monday to Saturday, 8:00 AM to 6:00 PM (PHT)