How refunds, cancellations, and equipment returns work at Freedom Online.
Last updated: August 2026
Since installation is free on all standard packages, no installation refund normally applies. Where a custom or expedited install fee was charged, it's refundable in full if we're unable to complete installation within the agreed timeframe.
Subscriptions are billed monthly in advance. If you cancel partway through a billing period, we do not provide a partial refund for the remaining days, but your service continues until the end of the period already paid for.
If an outage caused by our network keeps your connection down for an extended period, contact support — credits toward your next invoice may be issued at our discretion based on the length of the outage.
Rented equipment (ONT/router) must be returned in working condition within 14 days of cancellation. Equipment not returned, or returned damaged beyond normal wear, may be charged at replacement cost.
To request a refund, contact support with your customer ID and the reason for the request. Approved refunds are processed to your original payment method within 7–10 business days.
Refund requests can be sent to support@freedomonline.com.bd or through our contact page.