Effective Date: July 1, 2024

1. Refund Policy

BitStream is committed to providing excellent service to our customers. We offer refunds under the following conditions:

• Service Outages: If you experience a continuous service outage of more than 24 hours due to issues within our control, you may be eligible for a prorated refund for the affected period.
• Installation Fees: If you cancel your service before installation is completed, you will receive a full refund of any installation fees paid.
• Service Cancellation: If you cancel your service within the first 30 days, you will receive a prorated refund for the unused portion of your service, excluding any one-time fees.

To request a refund, please contact our customer support team at support@BitStream.org or call us at (801) 691-0247.

2. Delivery Policy

BitStream provides internet services to residential and business customers. Our delivery policies are as follows:

• Service Activation: Service activation will be completed within 7-10 business days from the date of your order for address locations already on net. Our technician will contact you to schedule the installation and activation of the service at your location. For address locations not already on net, installation and service activation will be arranged on the date specified or estimated by the sales agent to bring the location on net. The cost to bring a location on net can be waived if terms for a long term contract, usually at least one year, are met.
• Equipment Delivery: Any equipment required for the service (e.g., routers, modems) will be delivered during the installation appointment. If shipped separately, delivery will occur within 5-7 business days from the date of order.

For more details on our delivery process, please contact our support team at support@BitStream.org.

3. Return Policy

We accept returns of equipment under the following conditions:

• Defective Equipment: If the equipment provided is defective, you may return it within 30 days of delivery for a replacement at no additional cost.
• Non-Defective Equipment: If you wish to return non-defective equipment, you must do so within 30 days of delivery. A restocking fee of 15% of the equipment cost will apply.

To initiate a return, please contact our support team at support@BitStream.org or call us at (801) 691-0247. We will provide you with a return authorization and instructions.

4. Cancellation Policy

You may cancel your service at any time under the following conditions:

• Service Plans: Cancellations can be made at any time without penalty. Customers are entitled to receive a refund based on the unused prorated balance depending on their Service Plan for daily, weekly, monthly, or annual service contracts.
• Annual Contracts: If you cancel an annual contract before the end of the term, you may be subject to an early termination fee equivalent to the installation cost to bring the location on net plus one month of service.

To cancel your service, please contact our support team at support@BitStream.org or call us at (801) 691-0247.

5. Restrictions

BitStream services are subject to availability in your area. We reserve the right to refuse service if we determine that the service cannot be provided due to technical limitations or other factors.

6. Privacy Policy

Your privacy is important to us. Please refer to our Privacy Policy for detailed information on how we collect, use, and protect your personal data.

7. Contact Information

For any questions or concerns regarding our fulfillment policies, please contact us:

• Email:  support@BitStream.org
• Phone: (801) 691-0247
• Mailing Address: BitStream Customer Service
  815 West 1250 South
  Suite 210
  Orem, UT 84058
  
  

8. Promotional Terms

Any promotions, discounts, or trials are subject to specific terms and conditions. Please refer to the specific promotion details for more information. If you have any questions, contact our support team.

9. PCI Compliance

We are committed to ensuring the security of your payment information. Our payment processing systems comply with PCI DSS standards. Your payment information is handled securely and is protected by industry-standard encryption.

10. Accepted Payment Methods

We accept the following payment methods:

• Visa
• MasterCard
• American Express
• Discover

Logos of the accepted payment methods are displayed at checkout for your convenience.

By using our services, you agree to the terms outlined in this fulfillment policy. We reserve the right to update or modify this policy at any time. Any changes will be posted on our website.

Thank you for choosing BitStream for your internet service needs.