Refund & Cancellation Policy

1. Our Commitment to Customer Satisfaction

At TLink WiFi, we stand behind our work with a 100% satisfaction guarantee. We're committed to professional, high-quality WiFi installation, TV mounting and streaming setup that meets the standard we quote — and your expectations.

If we've fallen short, we want to hear about it. The quickest route is almost always a free return visit: most issues are resolved on the spot, without a refund being necessary.

2. Service Satisfaction Guarantee

Workmanship guarantee

• If you're not satisfied with our installation within 7 days, we'll return to put it right at no charge
• All installations include a 12-month warranty on mounting hardware and workmanship
• We guarantee secure mounting that meets the manufacturer's specified load ratings
• WiFi installations include a post-installation speed and coverage check, documented on site

Quality assurance

• Installation by licensed and insured technicians
• Mounts and hardware rated for the weight and size of your equipment
• Clean installation with proper cable management
• Full setup and testing of all connections before we leave

3. Refund Eligibility

Full refund

You're eligible for a full refund if:

• We cannot complete the installation due to our error or lack of the correct equipment
• Our work causes damage to your property through our negligence
• We fail to attend a confirmed appointment without at least 24 hours' notice
• The service delivered is materially different from the scope we quoted and agreed

Partial refund

Partial refunds may be offered where:

• Minor installation issues cannot be resolved to a reasonable standard
• Completion is delayed due to circumstances on our side
• Part of the service can't be completed due to property conditions that weren't disclosed at booking

4. Non-Refundable Situations

• Customer cancels after work has begun
• Installation can't be completed due to property conditions that weren't disclosed at booking
• Customer changes their mind about placement or equipment after installation is complete
• Issues arise from customer modifications made after our service
• Damage to equipment caused by customer handling
• Incompatibility with customer-supplied equipment that wasn't disclosed beforehand
• Loss of WiFi performance caused by an ISP outage, provider-side changes or equipment faults unrelated to our configuration

5. Refund Process

How to request a refund

1. Contact us within 7 days of service completion, by email or phone.
2. Email refunds@tlinkwifi.sbs with your name, service address, appointment date and the reason for your request.
3. Allow us the opportunity to resolve the issue — we'll offer a free return visit first.
4. If the issue can't be resolved, we'll confirm the refund decision in writing.

Refund timeline

• Requests are reviewed within 2 business days
• Approved refunds are processed within 5–7 business days
• Refunds are issued to the original payment method
• Card refunds may take a further 3–5 business days to appear on your statement, depending on your bank

6. Cancellation Policy

You can cancel or reschedule by phone or email. The terms below apply to cancellations made by the customer.

If we can't complete the service

• Full refund if the fault is ours
• Reschedule free if property conditions prevent the work and weren't disclosed (no refund for the visit)
• Reschedule free if we need to return with additional parts or equipment

7. Warranty vs. Refund

Before requesting a refund, it's worth checking whether warranty cover solves the problem faster:

Warranty coverage includes

• 12-month warranty on all mounting hardware and installation workmanship
• Free return visits to address installation-related issues
• Replacement of defective mounting hardware at no charge
• Post-installation WiFi tuning if coverage or speed degrades for reasons within our scope

8. Dispute Resolution

If you disagree with our refund decision, you can:

• Request escalation to our service manager
• Provide any additional documentation or photos supporting your claim
• Allow 5 business days for management review
• Consider mediation through an accredited dispute resolution service

We'll always confirm the outcome of a review in writing, including the reasons for the decision.

9. Special Circumstances

Emergency & same-day services

• Same-day and emergency bookings carry modified refund terms
• Emergency service fees are non-refundable unless the service cannot be completed at all

Commercial services

• Commercial installations follow the refund terms set out in the individual service contract
• Multi-location or multi-visit jobs may be refunded on a pro-rata basis

Customer-supplied equipment

• We can't refund labour for equipment that fails or is incompatible where compatibility wasn't confirmed in advance
• We'll always test customer-supplied devices where practical before installation begins

10. Contact Information for Refunds

If you'd like to raise a concern, request a refund or ask a question about this policy: