Customer Terms of Service / Terms of Order

New Service Information and Required Understanding

All new customers are required to read this agreement, and placing an order is acceptance of this agreement.

DO NOT just scroll to the bottom and select accept! READ THIS ENTIRE AGREEMENT!

The following topics are covered in this agreement:

  • Refund & Cancellation Policy
  • Delivery Information and Policy
  • Billing Practices and Information
  • Equipment Policy and Warranty
  • Network Information, and Policies
  • Customer Support Information

Refund & Cancellation Policy: 

We are a no-contract company, so don’t ever worry about getting “locked in” – if you ever decide you don’t like our service, or you move, simply return your equipment. It’s that easy. All our services have a 30-day money back guarantee. The 30-day Full Refund starts at the time of activation, after delivery, to ensure you get a full 30 days to test our service. If the customer has issues with their service within this 30 day window, SardisTel has the right to attempt to resolve the issue up to *2* times, and the guarantee window will automatically be extended for an additional 30 days, to allow the customer to test the attempted resolution. If satisfactory resolution is not achieved, the customer may cancel service and request a refund for any paid invoices upon the return of our equipment. Should you choose to exercise your right to a refund, please understand that refunds are processed only after all equipment is returned to us. Please understand it can take up to 30 days after we receive your returned equipment for the refund to be processed. Equipment must be returned in “new” or “like new” condition. Any equipment that is damaged will be documented, and only partially refunded based on amount of damage. Equipment that is dirty, or requires staff to deep clean will be considered damaged. Refunds are issued as a credit to the card used at time of purchase, unless more than 90 days have passed, then a check will be issued and mailed to name and address on the Sardis Telecom account. Refunds cannot be issued to anyone other than the account holder, or to any card except the card used at time of purchase. SardisTel account credit balances are not refundable, account credits are only for use to pay for SardisTel services.

All returned equipment MUST be in like new condition, and MUST be shipped to us by USPS with insurance and tracking. Returns will NOT be accepted in person, or as drop off’s at any of our office locations. Returns are to be mailed to the following address, and MUST have an RMA (Return Authorization) on the outside of the box. Failure to obtain an RMA, and failure to put the RMA on the return will result in the return being rejected and sent back to the sender address.

Returns Dept.
P.O. Box 1800
Oneonta, AL 35121

Once the return has been shipped, please update the cancellation ticket in the customer portal with the return tracking information. This ticket will be the only place our staff communicates about the cancellation/return/refund. All questions or comments should be posted in the ticket in writing. Once the refund is issued, your account will reflect this information in the billing area of the customer portal. Once an account has been canceled, the system will automatically close the account if there are no other active services in 90 days and purge your login information.  Sardis Telecom will retain account records for 36 months, as required by law, and then purge the records from our archives.

 

We have noticed an increase of customers who submit a cancellation request, and then very soon after request to cancel the cancellation and resume service. Please understand that once service is disconnected, you can resume service but you will be subject to any waiting period or back order if we have any at that time. If you are having issues with service, or are trying to bluff us into providing service at a better rate, submitting a cancellation request is not the proper way to handle the issue unless you actually plan to cancel service. If you are having technical issues, we are happy to work with you in the customer helpdesk. If you are unhappy with the amount you are paying for service, we are not like other providers that will offer a special rate if you threaten to cancel. All customers pay the same rate for services, and all of our prices are publicly posted on our website. If you wish to downgrade or upgrade service, please contact customer service by opening a ticket in the customer portal and we will be happy to assist you.

 

How the cancellation and return process works: 

  1. Customer Request Cancellation in the customer portal, this will open an automated cancellation ticket for the customer.
  2. Our staff will review the request, and will update the cancellation ticket with further information and instructions.
  3. Once customer provides answers to the questions, our staff will then provide an RMA # if the cancellation or return is authorized. This number must be marked on the outside of the return. (If denied, information will be provided as to why, with further instructions. Denial reasons may include but are not limited to: illegal use of the service, failure to work with our staff to resolve an issue, credit/debit card dispute issued without first resolving issue with us).
  4. Once you have shipped the return, you will need to update the cancellation ticket with the USPS tracking # of the return.
  5. Our staff processes returns once per week, on Friday. Once staff has determined equipment is in working order and not damaged (Do not expect a refund on equipment returned with broken parts, missing parts, cat pee, dog pee, – or any pee -, roach infested, yellowed from tar, etc). You will be notified of equipment and condition testing, or of any issues we have with the returned equipment.
  6. Once tested, the account will be turned over to our accounting department who will determine the refund amount, and issue a refund. Our accounting department works every other Friday on returns that were accepted the previous week.

How do you submit a cancellation request? 

  1. Login to the customer portal at https://my.sardistel.com
  2. Go to “Products and Services” and then click on the service you wish to cancel.
  3. This will bring you to the “Services Details Page” and there is a red button that says  – Click this button.
  4. Fill out the short form provided, click submit.

Once your request has been submitted, the system will immediately open a “Cancel Service Request” ticket, with additional information. Our staff will respond within 1 business day, and work with you to process the cancellation request.

The above process is the only accepted cancellation method. No other method will be supported, as we must have the request in official form, from the account owner. 

*** Important Information*** – to be eligible for a refund under this policy, if the return/refund request is due to performance or service issues, customer must allow Sardis Telecom 2 attempts to fix the issue, before a return will be authorized.

Equipment Deposit Refund Policy (after 30 day window), when you purchase Sardis Telecom service you pay an equipment deposit fee. This equipment deposit fee is only a fraction of the cost of the actual equipment. All equipment provided by Sardis Telecom remains the property of Sardis Telecom and must be returned to Sardis Telecom upon the closing of your account, or termination of service by Sardis Telecom. Failure to return equipment within 30 days of cancellation or termination will result in a bill for the equipment cost. Failure to pay this bill will result in collections activity. Equipment deposits will depreciate over time, as the value of the equipment depreciates. Equipment deposit will depreciate at a rate of 8.5% per month, until a value of $0.00 is reached. If the equipment has fully depreciated, Sardis Telecom will still refund $25.00 to the customer for the return of the equipment.

 

Delivery Information & Policy: 

Orders are processed as soon as possible, in a first come first serve sequence. Currently, due to the COVID-19 pandemic we have seen a major increase in order volume. As of January 15th 2021, Standard Processing and Delivery is projected to be 5-7 days for any new orders to ship. When you order your modem, we then order from our supplier. When the modem arrives at our office, we then program and test the modem. Once the modem is certified by our staff as working, it is shipped to you via USPS Priority Mail. USPS Priority Mail takes approximately 2 business days for delivery to addresses within Alabama. We do not offer in person pickup of equipment, due to logistics and to prevent the spread of COVID-19. All equipment is sanitized when it is shipped, to ensure it is safe for our customers on delivery.

When placing an order, you are provided with an estimated delivery window that you had to agree to in order to continue with your order. By accepting this agreement and placing your order, you hereby agree to this delivery window and have recorded the dates provided to you by the system. Once an order is placed, and you have have accepted the delivery window provided by the system, your order can not be cancelled. You are able to return your equipment once it arrives for a refund if you choose not to activate service, however there will be a $35 restocking fee. If your order was delayed past the estimated delivery window provided at checkout, this restocking fee will be waived.

Tracking numbers will be posted to your customer portal on our website once the order has shipped. Tracking information is not available by phone at this time. We ask that you please DO NOT call our office to check the status of your order. We will contact you if your order is running late, however this is very rare. Calling and asking for an update, when we have provided the above time frame simply takes our staff away from being able to process your order, and thus actually delays orders. We have a very small staff, and every second counts. We understand you are eagerly waiting for your order, but also understand that you provide you with this delivery window for a reason. So again, PLEASE do not call us asking for an update, the information above is correct. We also now have an automated status system located at https://www.sardistel.com/status if you need an updated status on your order.

Billing Practices & Information: 

All billing is handled by our parent company, Community Outreach and Development Foundation. All charges will show on your credit or debit card statement as community outreach and development foundation, as required by law. Please take note of this, and do not angerly call our billing department demanding to know who or what this charge is. We state on all order confirmation emails, and invoice confirmations that our charge will show up as community outreach and development foundation. Write this down and remember it. Any returned payments will be subject to a $25.00 fee, charged to us by the bank to investigate the complaint and as outlined by Alabama law.

All billing is handled in the customer portal. We do NOT handle billing over the phone for security reasons. Our staff does not want to handle your billing information, so it is all automated in the customer portal. You have two choices for account billing. We do not accept cash, check, or money order payments. All payments must be made online in the account portal using a debit or credit card. We do not send out paper bills. All invoices and billing notices are in the customer portal. We do not have the staff level required to send paper bills, or keep up with cash/check payments. Having all payments done online also helps keep our prices low.

  1. Automatic Billing – All accounts by default are setup with automated billing, we will store the credit/debit card information provided at checkout and automatically bill your card when invoices are due.
  2. Manual Billing – You have the option to turn automated billing off at any time by contacting customer service and requesting automated billing be disabled. HOWEVER please note that we still require a card on file, and reserve the right to bill this card for past due balances. Invoices must be paid by 5pm on the due date, otherwise they are past due and subject to a late fee of $10, and service disconnection.

We operate on a pre-paid model, meaning that you pay for service before we provide it. Failure to pay for an invoice will result in automatic service suspension. If you can not make a payment, please contact our billing dept. using the help desk to get an extension or make other arrangements.

Invoices are generated by the system 7 days before they are due.  Invoices that are due on a holiday, will be attempted the business day before the holiday. Account credits will be automatically applied to any new invoices.

Late Payment – Invoices are due on the due date shown on the invoice. Service suspension can occur after 5pm on the due date, if no payment has been made. Services that are disconnected are subject to a $30 reconnection fee. Accounts that are limited or suspended, may take up to 24 hours to be re-connected after payment or arrangement is verified.

 

Equipment Policy and Warranty: 

 

We have multiple versions of equipment. All equipment comes with a 1 year limited warranty against factory defects. Any damage or issues caused by improper handling, neglect or abuse is not covered and will be subject to billing to repair the equipment. Our equipment comes pre-configured and locked down. Customers are not provided access to administrative settings on our Equipment.  We are working on our cloud-connectivity, which will give you the customer control over making special settings or changes through the customer portal. This will be released later this year. Customers who wish to modify settings before we release this feature can do so with the assistance of our Technical Support and Remote Desktop Assistance. Customers who need full control, will need to purchase a business class modem and static IP service and then connect their own router. If you have questions, contact sales at 256-400-0011 or by opening a ticket online.

 

Network Information and Policies: 

By default, customers are given a dynamic IP address that is subject to change at any time. As of January 15th 2021, all new customers will be provided an IP address owned or leased by Sardis Telecom with the geolocation of Oneonta, AL (our main datacenter location). Geolocation information will be on file with ARIN, however we are not responsible for other providers or networks that fail to update their geolocation information from the  ARIN database. Customers may purchase a dedicated IP address for $10 per month. This may require new customer equipment, depending on age of existing equipment. New equipment exchange will be provided at no cost if needed.

By default, some modems only support strict NAT. If you have issues with gaming, or other services and need an open NAT, additional equipment will be needed. We will provide a NATBlaster or updated modem that supports open NAT if needed. Port Forwarding is not an option by default, however with the purchase of a static IP, we can enable custom port forwarding or DMZ access. Equipment exchange may be required, depending on what version of equipment you currently have.

Customer Support Information: 

Customer support is available 24/7 through the customer portal and ticket system. All requests must be made in writing via the customer portal. Emergency outage reports may be made by text message. Tickets / Support requests are answered in the order of severity and / or / the order they were received.

Our staff strives to provide the best customer experience we can, however please understand that we reserve the right to refuse service to anyone who is rude or abusive to our staff. We will not tolerate bad behavior, and we can not be held accountable for any failures on your part, including but not limited to failure to read this agreement.