Refund & Cancellation Policy
Last Updated: December 6, 2025
Overview
This Refund and Cancellation Policy outlines the terms and conditions for cancelling your Tata Play DTH connection order and requesting refunds. As an authorized Tata Play channel partner, we strive to provide transparent and fair policies for our customers in Lucknow.
✅ Eligible for Full Refund
- Order cancelled before installation is scheduled
- Service unavailable in your location (after verification)
- Technical impossibility of installation (confirmed by site survey)
- Duplicate or accidental payment
- Order cancellation initiated by us due to any reason
❌ No Refund Applicable
- Installation completed and connection activated
- Equipment installed and customer has accepted the service
- Cancellation request made after 48 hours of installation
- Damage to equipment caused by customer negligence
- Subscription or recharge amounts paid directly to Tata Play
1. Cancellation Before Installation
When You Can Cancel:
You can cancel your order anytime before the installation process begins.
How to Cancel:
- Call us at +91-8874052222
- Send a WhatsApp message to +91-8874052222
- Email us at thebestdth@gmail.com
Refund Process:
- Online Payment: Full refund will be processed within 5-7 business days to your original payment method
- Cash On Delivery: No refund needed as payment hasn’t been collected
- Cancellation charges: NIL (No charges)
2. Cancellation During Installation
Before Equipment is Installed:
If the technician has arrived but installation hasn’t started (equipment not yet mounted/connected):
- You can still cancel the order
- Full refund applicable for online payments
- Simply inform the technician and call our customer support
After Installation Begins:
If equipment installation has started (dish antenna mounted, cables laid, or box connected):
- Cancellation not allowed once physical installation is in progress
- Installation must be completed
- You may choose not to activate the service, but equipment costs are non-refundable
3. Cancellation After Installation
Once installation is completed and the connection is activated, refunds are not applicablefor the following reasons:
- Equipment has been installed and activated for your use
- Service has been rendered as per the agreement
- Installation resources, technician time, and equipment have been utilized
Service Dissatisfaction?
If you’re unhappy with the service quality, channel selection, or picture quality after installation:
- Contact Tata Play customer care: 1800-208-6633
- Tata Play offers a 30-day trial period with money-back guarantee as per their policy
- You can change your subscription package through Tata Play
- For installation-related issues, contact us within 7 days at +91-8874052222
4. Service Unavailability
If after booking we determine that Tata Play service is not available in your location:
- We will inform you within 24 hours of booking
- 100% full refund will be processed immediately
- No questions asked, no charges applied
- Refund processed within 3-5 business days
5. Technical Installation Issues
If installation cannot be completed due to technical reasons:
Building/Property Restrictions:
- No line of sight for satellite signal
- Building management doesn’t allow dish installation
- Structural issues preventing proper installation
Result: Full refund processed
Customer-Side Issues:
- Customer not available at scheduled time
- Documents not provided
- Customer refuses installation after technician arrives
Result: Refund may be subject to service/visit charges
6. Refund Processing Timeline
| Payment Method | Refund Timeline | Process |
|---|---|---|
| UPI / Net Banking | 3-5 business days | Automatic to source account |
| Debit Card | 5-7 business days | Bank processing required |
| Credit Card | 7-10 business days | Bank processing + credit cycle |
| Cash On Delivery | N/A | No refund needed |
Note: Refund timelines may vary depending on your bank’s processing time. We initiate refunds within 24 hours of cancellation approval.
7. Partial Refunds
Partial refunds are not applicable in our service model because:
- Connection charge includes equipment and installation as a complete package
- Either full service is provided or full refund is given
- No partial service delivery scenarios exist
8. Subscription Refunds
Important Clarification:
Our refund policy covers only the initial connection charges (equipment and installation).
Monthly subscription and recharge refunds are managed directly by Tata Playand are subject to their refund policy. Contact Tata Play customer care at 1800-208-6633 for subscription-related refund queries.
9. How to Request a Refund
Step 1: Contact Us
Reach out through any of these channels:
- Phone: +91-8874052222
- WhatsApp: +91-8874052222
- Email: thebestdth@gmail.com
Step 2: Provide Details
- Order ID or booking reference number
- Registered mobile number
- Reason for cancellation
- Payment details (if online payment was made)
Step 3: Confirmation
Our team will verify your request and confirm refund eligibility within 24 hours.
Step 4: Refund Processing
Once approved, refund will be initiated immediately and credited to your account as per the timeline mentioned above.
10. Frequently Asked Questions
Q: Can I cancel after the technician has left?
If installation is complete and connection is activated, cancellation with refund is not possible. Contact us within 48 hours for any installation quality issues.
Q: What if I change my mind about the package?
You can change your subscription package through Tata Play directly after activation. Connection charges are not refundable once installed.
Q: Will I get a refund if signal quality is poor?
No. Signal issues should be reported to Tata Play customer care for technical resolution. We provide support for installation-related issues within 7 days.
Q: Can I get refund if I relocate within a month?
No refund for relocation. However, Tata Play offers relocation services. Contact them to transfer your connection to your new address.
Q: Do online payment discounts get refunded?
Yes. If you paid online with discount and cancel before installation, the entire amount paid (after discount) will be refunded. You don’t need to pay the discount amount back.
11. Dispute Resolution
If you have any concerns or disputes regarding refunds:
- First, contact our customer support team to resolve the issue
- We commit to resolving all genuine refund requests within 48 hours
- If unsatisfied, you may escalate to our management team
- All disputes are subject to the jurisdiction of courts in Lucknow
12. Contact for Refund Queries
For any questions about refunds or cancellations, contact us:
📞 Phone: +91-8874052222 (Available 9 AM – 9 PM, All days)
💬 WhatsApp:+91-8874052222 (24/7 messaging)
📧 Email: thebestdth@gmail.com
Average response time: Within 2 hours during business hours
Disclaimer: This refund policy applies to connection charges paid to us as a Tata Play authorized channel partner. For subscription and recharge refunds, please refer to Tata Play’s refund policy or contact Tata Play customer care at 1800-208-6633.