home | contact us  | links  | my account/e-mail

SurfCity Networks | Products & Services | Support | Our Community

Policies: Billing Options, Cancellations and Equipment Return

General Billing

You will be billed on a single monthly* e-mail generated invoice from SurfCity Networks that will include (for Broadband access customers) your internet service and DSL Line fee combined in a total package price. Customers requiring USPS mailed monthly invoicing are subject to a $3.00 service fee per copy. (Fee does not apply to copies or statements mailed or faxed for account clarification purposes.) Regardless of type of invoice receipt, any billing issue communications to you will be sent primarily via e-mail, either to an address provided by you, or to an e-mail address created for you by SurfCity Networks.

All accounts must provide valid credit card information for billing before service order completion. Credit card authorization may be run on the account prior to order placement. SurfCity Networks may opt to charge a $150 deposit at the time of order as an alternative to billing against a credit card. SurfCity Networks will charge a $500 deposit at the time of order for all Premium SHDSL accounts, in addition to the regular credit card requirement. With credit card information on file, any monthly invoice may be alternatively paid by check, alternate credit card or money order.  Set up of monthly automatic credit card charge is considered sufficient authorization by the customer to allow SurfCity Networks to charge the monthly fees and any balances due to that credit card, including service cost increases for ending terms or penalties for cancellations prior to a term end date.

Effective 11/1/07, existing and new Broadband service terms will automatically renew unless you decline prior to current term end either by phone, fax, letter or e-mail.

Service charges for the first month will not be generated until service actually commences through activation of your line by the Telco. We accept most major credit cards. A handling fee of $25 will apply to checks returned with insufficient funds. A $5 service charge will be assessed for each credit/debit card processing that is declined beyond the first declined attempt, up to three attempts. Credit card charge-backs initiated by customer in error are subject to a $50 inconvenience fee plus any incurred merchant services fees. A credit card provided to us at time of order or after, but not set up for automatic charge based on customer request, may be charged at the discretion of SurfCity Networks if account is in arrears by 45 days or more.

SurfCity Networks reserves the right to cancel pending and activated orders for non-compliance with these policies. Any charges incurred, such as line activation and prorated service, whether or not utilized by the customer, will be the responsibility of the customer.

Any charges in question must be contested in writing within 90 days of invoice issue. Please see our Policy Statement at http://www.surfcity.com/policies.htm and our Service Agreement at http://www.surfcity.com/services_serviceagreement.html.

*Quarterly and Annual billing available. For more information, contact us
 

Service Outage Credits

Due to the many possible contributing factors to an individual account's service outage that would be beyond the control of SurfCity Networks, as well as possible provisioning adjustments that may be deemed necessary by SurfCity Networks that could temporarily interrupt service, there is no guarantee of uninterrupted connectivity. Outages lasting more than 24 hours may be credited on a customer's subsequent invoice at the discretion of SurfCity Networks. No refunds will be issued.

Service Suspension/Cancellation

A 30 day notice is required for service cancellation, regardless of any ISP change or telephone line disconnect date that may precede. Cancellation requests may be verbal, but to prevent fraud or misunderstanding, we strongly suggest that requests be submitted in writing via e-mail message, fax, or letter. SurfCity Networks is not responsible for cancellations ordered by a customer in error or without a designated account manager's knowledge. SurfCity Networks will notify the customer via e-mail of the assigned cancellation date. The customer is responsible for all charges and fees up until that date. When a term commitment is in effect, all accounts cancelled prior to the service term agreement are subject to the early termination fees posted at time of order plus all other service related costs. Exception: For the 6 month term commitment Premium SHDSL package an early termination fee of $100 applies.

Additional set-up or service period costs may be applied to the invoice and final statement, if applicable. All users who have received a leased modem and/or router from SurfCity Networks may be responsible, depending on age and model, for the full purchase price of the equipment and all included parts unless returned to SurfCity Networks within 15 days of assigned cancellation date in good condition. Once billed and/or paid for, no refunds will be processed on equipment returned 30 days or more past the service cancel date.

All invoices are due upon receipt. Accounts delinquent by 25 days are subject to a $10 late fee. Accounts delinquent between 30 and 45 days are subject to suspension of services. An additional $10 re-activation fee will be assessed each time an account is resumed. Same-day resumption of service requires immediate credit card payment. All accounts suspended up to 2 times must pay for re-instatement of services by credit card and must set up automatic credit card billing for future invoices.  A $5 service charge will be assessed for each subsequent credit/debit card processing that is declined after the first declined attempt. DSL/SHDSL Accounts delinquent by 60 days or with multiple credit card declines are subject to cancellation. All delinquent accounts are subject to referral to a collection agency or small claims court at the discretion of SurfCity Networks. Once referred to collections or small claims, a recovery fee of 20% of the outstanding balance or $50 (whichever is greater) will be added to the account. At that time the option of returning any SurfCity Networks owned equipment will be withdrawn and those items will be considered billable. Accounts canceled for non-payment or deleted through customer error or intervention, including transfer of service to a new location, are subject to all applicable cancellation fees as stated. Re-instatement of disconnected services requires applicable installation and setup fees. Please see our Service Agreement at http://www.surfcity.com/services_serviceagreement.html

IP Phone Equipment Return (Polycom)
 

a) if the phone repair is covered under warranty, we will credit the customer back for the purchase of the replacement minus shipping costs to sent the phone for repair once the phone is returned to us.

 

b) if Polycom denies a Warranty claim and the customer elects to pay for the warranty repairs: When we receive the repaired phone, we will credit the customer the difference between the phone purchase, and the total cost of repairing the phone including shipping.

 

c) if Polycom denies a Warranty claim and the customer elects NOT to pay for the warranty repairs: The customer may elect to have the phone returned. If the customer does not want the phone back, we will proceed with repairs if the cost is less than replacement cost. When the phone is returned, we will return the phone to inventory.

IP Phone components in need of replacement will be charged the retail purchase fee to be credited back, pending any manufacturer warranty restrictions, upon receipt of original defective part within 15 days of replacement.

IP Phone components in need of replacement will be charged the retail purchase fee, which will be credited back, pending any manufacturer warranty restrictions, upon receipt of original defective part within 15 days of replacement.

In the event of VoIP services cancellation within 30 days of service initiation, Polycom IP phone equipment may be purchased back from the customer at the discretion of SurfCity Networks and upon customer request. SurfCity Networks will not purchase Polycom equipment back from the customer beyond the 30 day ownership period. All sales of ACT-tel IP phones are final.