Terms of Service
We ask that all new customers please read the following agreement so that they may have a full understanding of all of our policies and procedures.
At SardisTel, we pride ourselves on our no-contract policy, allowing you the freedom to end our services at any point. If circumstances change, such as a move or a change in your requirements, all you need to do is return your equipment to us. Each of our services is backed by a 30-day money-back guarantee, starting from the day of delivery, giving you a full month to evaluate our service.
Kindly ensure that you thoroughly read this policy to avoid any misunderstandings.
How the cancellation and return process works:
- Initiate the cancellation through our customer portal, which in turn automatically opens a cancellation ticket on your behalf.
- Our team will review your request and update the cancellation ticket with detailed instructions and further information.
- After you've responded to the questions, our team will provide a Return Merchandise Authorization (RMA) number if your cancellation or return is approved. This RMA number must be clearly marked on the return package. If your request is denied, we'll explain why and provide further instructions. Reasons for denial can include, but are not limited to, illicit use of our service, refusal to collaborate on resolving an issue, or initiating a credit/debit card dispute without first attempting to resolve the matter with us.
- Upon shipping your return, please update your cancellation ticket with the USPS tracking number.
- Returns are processed by our team every Friday. Your equipment will be assessed for proper working condition and lack of damage. Refunds are not granted for equipment that is broken, missing parts, or is unclean in any way. You will be informed of the results of our assessment and of any identified issues.
- If approved, our accounting department will calculate your refund amount and issue a refund. They handle returns accepted in the previous week every other Friday.
How to Submit a Cancellation Request:
- Login to the customer portal at https://my.sardistel.com.
- Navigate to "Products and Services," and click on the service you wish to cancel.
- You'll be redirected to the "Services Details Page," where you'll find a red button labeled "Cancel Service". Click this button. –
- Complete the short form and click 'submit'.
Upon submission, a "Cancel Service Request" ticket with additional information will be immediately opened. Our staff will respond within one business day to assist you in processing your cancellation request.
Please note, the above procedure is the only officially recognized method of cancellation. No other methods will be supported, as we require official documentation from the account owner.
Should you encounter any issues within this 30-day period, we reserve the right to attempt a resolution twice, thereby extending your guarantee window by an extra 30 days for further assessment. If the resolution is not satisfactory, you're free to cancel the service and request a refund for any paid invoices, upon the return of our equipment. Please note that the processing of refunds only starts once we've received the returned equipment and it might take up to a month to be completed. The returned equipment should be in "new" or "like new" condition, as any damage or excessive dirtiness may reduce the refund amount.
Refunds will be issued to the original payment method unless the 90-day mark has been passed, in which case, a check will be mailed to the account holder. Please note that any credit balance in your SardisTel account is not refundable and can only be used for SardisTel services.
For equipment returns, we require the items to be in "like new" condition and shipped back to us via USPS, with insurance and tracking. We do not accept in-person returns or drop-offs. Upon choosing "Cancel Service" in the customer portal, you'll receive automated return instructions via our customer helpdesk.
Once your return is shipped, please provide the tracking information in the cancellation ticket within the customer portal. This ticket is the exclusive channel for all communication regarding the cancellation/return/refund process, ensuring a clear and unambiguous communication.
Our Equipment Deposit Refund Policy, effective beyond the initial 30-day window, is structured as follows: When you sign up for a service with Sardis Telecom, you pay a deposit for the equipment. This deposit only constitutes a fraction of the actual equipment cost. Please note that all equipment provided by Sardis Telecom remains our property and must be returned when you close your account or when we terminate the service.
Should the equipment not be returned within 30 days of service cancellation or termination, a bill reflecting the full equipment cost will be issued. Failure to settle this bill may result in collection actions. The equipment deposit is subject to depreciation, reflecting the decreasing value of the equipment over time.
The deposit diminishes at a rate of 8.5% per month, eventually reaching a zero balance after a 12-month period, which coincides with the expiration of the equipment's warranty. Even when the equipment's value has fully depreciated, Sardis Telecom will still issue a $25.00 refund upon return of the equipment. This is in recognition of your cooperation in returning the equipment and helping us maintain our equipment rotation cycle.
Additional information to consider:
We've observed a tendency among some customers to retract their cancellation request shortly after placing it, wishing to resume the service. Be aware that service reactivation following a disconnection might involve a waiting period or a back order, if applicable. For any technical issues, please utilize our customer helpdesk for assistance. If your concern revolves around service costs, please note that we apply consistent pricing for all customers, as detailed on our website. For inquiries about service upgrades or downgrades, feel free to reach out to our customer service by opening a ticket in the customer portal.
Please note that customers are responsible for covering the costs of return shipping and insurance for any product returns. It is important to ensure that the returned item is appropriately packaged and insured to protect against loss or damage during transit. We recommend using a reliable shipping method with tracking and insurance to safeguard the product until it reaches our facility. Should you have any questions or require further assistance regarding return shipping, please don't hesitate to contact our customer support team.