Eligibility and Other Important Details
Residential customers only; all services not available in all areas; and customer must be in good standing and have no outstanding obligation to Charter.
30-Day Money-Back Guarantee
Customer must not have subscribed to applicable service* within the previous 30 days. Request for up to 30 day prorated credit must occur within 45 days from installation or change of service date; limit to one credit per service within any single 90 day period.
Money back comes in the form of a credit first. Customers who continue to have other services with Charter will receive credit for service on customer's next available bill statement. Customers who cancel all services will receive a credit to be applied against outstanding financial obligations, if any, and may receive a refund for any remaining amount. Price Guarantee customers who cancel their package within 30 days will not be required to pay termination fees otherwise applicable.
Credits are available for the following: monthly recurring service and wire maintenance charges; standard installation costs (including professional installation, two TV outlets, one Internet outlet and/or one Phone outlet) and/or equipment charges (refund/credit is subject to timely equipment return in accordance with Charter's Terms of Service/Policies for the applicable service).
Credits are not available for the following: taxes (local and state); other fees and surcharges; non-standard installation (including complex, underground, custom work, special construction and/or additional outlets); Charter Security Suite (when purchased separately); transactional TV purchases (including Pay-Per View and/or On Demand) and/or transactional Phone purchases (including per-minute domestic and/or international long distance directory assistance, and/or operator assistance charges).
*Service: TV, Internet, Phone, ancillary service and/or service upgrade.
Service Experience Guarantee
In preparation for on site visit, please make sure that an adult 18 years or older is present, pets are restrained, and necessary work areas are accessible, safe and free from extenuating and/or unsafe circumstances that prevent work from being completed; limit one credit available per scheduled appointment.
Customers are eligible to receive a $20 credit if the following occurs: the technician arrives before the appointment and does not return within the appointment window; the technician arrives after the appointment window; or the technician does not show up for appointment.
Customers are not eligible to receive a $20 credit if circumstances beyond Charter's control prevent us from meeting our obligations (such as severe weather, safety concerns and similar circumstances impacting the customer premises or surrounding community).
Customers in IL who experience a missed appointment window/on site time arrival will receive an automatic $25 credit on customer's next available bill statement.
Service Call Completion
Customers are eligible to receive a $20 credit if the technician(s) cannot complete the work (installation, issue and/or repair) during the first scheduled appointment.
Requests for additional services, equipment and/or installation which require an additional visit are not eligible for Service Experience Guarantee credit.
To receive a $20 credit: customer must call Charter to report the service interruption to initiate issue documentation; the service interruption time starts from the time it was reported to Charter; must be total service interruption of affected service for more than 24 hours; and customer must request the credit.
Acts of nature, intermittent and partial service outages, outages less than 24 hours, and customer deferral of available appointment within 24 hours are outside of the Reliability Guarantee and are not eligible for this credit.
Charter Phone customers in IL, MN, NV, NY, TX, VA, VT and WI who experience an outage that exceeds 24 hours will receive an automatic credit (varies by state) for the outage time period on customer's next available bill statement.
If you ever have questions or concerns with the products and services you receive from Charter, please contact us at 1-888-GET CHARTER or click to chat.