KC Broadband

REFUND POLICY

 

KC Broadband Refund Policy Last Updated: January 15, 2026

KC Broadband is a prepaid wireless broadband internet service provider. As a prepaid service, charges are paid in advance for a specified service period (typically monthly or for the purchased prepaid block), and service is provided only for the duration covered by your active prepaid balance. This Refund Policy outlines our approach to refunds, credits, and service interruptions.

1. General Refund Rules for Prepaid Service

  • Prepaid payments are generally non-refundable except as expressly provided in this policy or required by law.

  • Once service is activated and prepaid funds are applied, you are purchasing access for the prepaid period, and no prorated refunds are issued for voluntary early cancellation, changes in plans, or unused portions of the prepaid period unless otherwise stated.

  • Refunds, when issued, are typically provided as account credits toward future prepaid service (service credit) rather than cash refunds, unless required by applicable law.

  • Any service credit will be applied to your account and can be used to extend or renew your prepaid service.

2. Service Outage Credits

We strive to provide reliable wireless broadband service. However, as a fixed wireless provider, service can be affected by factors beyond our control, such as severe weather, tower maintenance, interference, power outages at our sites, or other network issues.

  • If your service experiences a verifiable outage lasting more than 72 consecutive hours (from the time you report the issue or we confirm it via our network monitoring), we may, at our sole discretion, issue a prorated service credit.

  • The credit amount, if any, will be based on the prorated daily value of your current prepaid plan (e.g., monthly fee divided by approximately 30 days) multiplied by the number of full days (or portion thereof) the outage exceeded 72 hours.

  • Example: If your prepaid monthly fee is $60 and an outage lasts 5 full days beyond the initial 72 hours (total 5 days affected after threshold), a credit of up to approximately $10 (5 days × $2/day) may be considered.

  • Credits are not automatic. You must report the outage promptly to our support team (via phone, email, or customer portal) and cooperate with troubleshooting to confirm the outage is on our network (not due to your equipment, internal Wi-Fi, power at your location, or other customer-side issues).

  • We will review reported outages against our network logs. Credits are issued only for outages attributable to our network infrastructure and not for force majeure events (e.g., widespread natural disasters) or scheduled maintenance announced in advance.

  • Any credit will typically be applied to your account within the next billing/prepaid renewal cycle.

3. Other Situations for Potential Refunds or Credits

  • Installation or Equipment Issues: If service cannot be provisioned due to our inability to establish a viable wireless link after professional installation (e.g., no line-of-sight), we will refund the installation fee and any prepaid amount for the unused period, minus any non-recoverable costs.

  • Overpayments or Billing Errors: If you accidentally overpay or we apply charges incorrectly, we will refund or credit the excess amount.

  • Service Not Delivered: In rare cases where prepaid service is not activated or provided as agreed due to our error, a full refund of the affected prepaid amount may be issued.

  • Early Termination of Prepaid Period: No refunds for unused prepaid time upon voluntary cancellation, except as noted above for outages or provisioning failures.

4. How to Request a Credit or Refund

Contact our support team:

  • Phone: 816-608-1100

  • Email: support@kcbroadband.com

  • Customer Portal: Log in at kcbroadband.com to your account portal to submit outage reports or inquiries.

Provide details including dates/times of the issue, troubleshooting steps attempted, and any relevant account information. We will investigate and respond within a reasonable timeframe.

5. Limitations

  • We are not liable for indirect, consequential, or special damages arising from outages (e.g., lost income, business interruption).

  • Credits are discretionary except where required by federal, state, or local law.

  • This policy does not limit any rights you may have under the Kansas Consumer Protection Act or other applicable consumer laws.

6. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on our website with the updated “Last Updated” date. Continued use of our service after changes constitutes acceptance.

7. Contact Us

For questions about this policy:

KC Broadband Email: support@kcbroadband.com Phone: 816-608-1100

Thank you for choosing KC Broadband. We appreciate your understanding that prepaid wireless service involves inherent variables, and we work diligently to minimize disruptions.