Refund Policy

1. 30-Day Satisfaction Guarantee

Every new Ever Stay Connect subscriber is covered by our 30-Day Satisfaction Guarantee. If you are not satisfied with your service for any reason during the first 30 calendar days following your activation date, cancel and receive a full refund of your first month's base service charge.

Requesting a Guarantee Refund

• Call (844) 222-0988 within 30 days of activation and state you'd like to invoke the satisfaction guarantee
• Our team will cancel your service and initiate the refund immediately
• Schedule a free equipment pickup or use our prepaid shipping label to return equipment
• Refund is processed within 5–7 business days of confirmed equipment receipt

This guarantee applies to first-time Ever Stay Connect subscribers only. Government-assessed taxes collected in the first month cannot be refunded as they have already been remitted to applicable agencies. One-time non-standard installation charges, if separately assessed, are excluded from the guarantee refund.

2. Standard Cancellation — No Termination Fee

Ever Stay Connect does not charge any fee to cancel service at any time, for any reason. Here is exactly what happens when you cancel:

• Call (844) 222-0988 to initiate cancellation (phone required for identity verification)
• Your service remains fully active through the last day of your current billing period
• No additional charges are assessed for any billing period after your cancellation confirmation
• Your account closes and billing stops at the end of the current paid period
• All Ever Stay Connect-provided equipment must be returned within 14 days of your service end date

Mid-Cycle Cancellation Refunds

Ever Stay Connect does not issue prorated refunds for unused days in the current billing period for standard voluntary cancellations. You paid in advance for the period and service remains active through that period. If your account holds a positive credit balance at cancellation (from an overpayment or applied promotional credit), that balance will be refunded within 10 business days.

3. Service Outage Credits

When a service outage lasting more than 24 consecutive hours is confirmed as caused by a failure within Ever Stay Connect's network — not your in-home equipment, in-home wiring, or events outside Ever Stay Connect's control — you may request a prorated credit for the duration of the confirmed outage.

How to Request

• Report the outage by calling (844) 222-0988 — this logs your report in our system with a timestamp
• Once service is restored, request a credit on that call or within 30 days of restoration
• Our network operations team verifies outage duration against monitoring records
• Approved credits appear on your next monthly bill as a line-item deduction

Credit calculation: (Monthly base service charge ÷ 30) × number of confirmed outage days. Outage credits are applied to your account — they are not issued as cash or card refunds.

4. Equipment Return Policy

All Ever Stay Connect equipment — router, cable box, remotes, and power adapters — must be returned within 14 days of your service end date. Three return methods are available:

• Free technician pickup: Schedule by calling (844) 222-0988 at no cost to you
• Prepaid mail return: We provide a prepaid shipping label — box the equipment and drop it at any carrier location
• Office drop-off: Bring equipment to 1200 Commerce Square, Atlanta, GA 30303 during business hours (Mon–Fri 8am–5pm ET)

Equipment Fees

• Returned in working condition with normal wear: no charge
• Physical damage beyond normal wear: replacement cost — Router $175; Cable Box $140; Remote $30
• Not returned within 14 days of service end: replacement cost charged to payment method on file
• Lost or stolen: contact us — each situation assessed individually

5. Billing Dispute Process

If a charge on your statement appears incorrect, you have 60 days from the statement date to dispute it. Charges more than 60 days old are considered accepted.

• Call (844) 222-0988 and request the billing support team
• A case is opened and investigated against our billing system records
• Resolution within 5 business days
• Verified billing errors are corrected as a credit on your next bill, or as a direct refund for larger amounts

6. Non-Refundable Items

• Federal, state, and local taxes already remitted to regulatory agencies
• Legitimate late payment fees applied to genuinely past-due accounts
• Service restoration fees following suspension for non-payment
• Pay-per-view or premium on-demand content that has been fully accessed
• Charges for non-standard custom installation work beyond the included standard install

7. Refund Processing Times

• Credit/debit card refunds: 5–7 business days after approval (subject to your card issuer's processing time)
• ACH bank transfer refunds: 7–10 business days after approval
• Check refunds (when no active payment method is on file): mailed within 15 business days

8. Contact for Refunds

All refund requests require phone contact for account verification:

• 📞 (844) 222-0988 — 24 hours, 7 days
• 📍 Walk-in: 1200 Commerce Square, Atlanta, GA 30303 — Mon–Fri 8am–5pm ET