After a cancellation request is submitted and processed, customers are typically provided a return window (commonly 10 days unless otherwise specified in writing).
During this return window:
The account is placed into a temporary paused status
This pause allows time for the modem to be packaged and shipped back
Standard subscription billing does not generate while the account is properly paused within the approved return window
This temporary pause is designed to prevent unnecessary charges while the equipment is in transit.
Once the modem is received and scanned in at our warehouse, the subscription is formally closed and invoice generation stops permanently.
If the modem is not received within the specified return window and no extension has been arranged, the subscription may automatically reactivate and billing may resume in accordance with the Terms of Service. This automatic reactivation occurs because the equipment is still reflected as checked out on the account.
If you need additional time to return the modem — due to travel, shipping delays, deployment, weather, or other circumstances — please contact support before the return deadline. We are often able to review and approve extension options on a case-by-case basis to prevent unintended billing.
Our goal is to make the return process clear and manageable, and we are always happy to work with you if circumstances require flexibility.
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