Service creditClaim within 30 daysSimple to claim
Prorated credit for outages over 24 hours (claim within 30 days)
An agent can request the credit in one message citing account ID and outage dates within the 30-day window.
“if for reasons within Ziply Fiber's reasonable control, for more than 24 hours there is a complete failure of Service. In such event, Ziply Fiber will provide you a prorated credit for the period of such interruption or failure if you request one within 30 days of the...”Ziply Fiber terms, Terms 7(a)
What to include: account id, outage start end dates, service address
Price promiseNo deadline statedSimple to claim
Promotional price locked in for the stated promo period
An agent can confirm the promo price was honored for the stated period using account and offer data.
“If you participate in a promotional offer for any Service that covers a specified period of time, you agree that you are assured only that you will be charged the promotional price for such Service during the time specified and, thereafter, you will be charged standard rates.”Ziply Fiber terms, Terms 4(b)
What to include: promo offer terms, account id
RefundNo deadline statedSimple to claim
Order canceled and prepaid amounts refunded if Fixed Wireless unavailable
An agent can request cancellation/refund by citing the order ID and noting service is unavailable at the address.
“In the event that Fixed Wireless Service to your location is not available or is not economically feasible, your order will be canceled and any prepaid amounts refunded to you.”Ziply Fiber terms, Fixed Wireless 1(b)
What to include: order id, service address
Replacement or repairNo deadline statedTakes a few steps
Free repair or replacement of Ziply-owned equipment
Typically requires a technician diagnosis or truck roll before a repair-vs-replace decision is made.
“Ziply Fiber will, at its own expense, repair damage to or, at its option, replace Ziply Equipment and otherwise attempt to correct interruptions in the Service that may be due to Ziply Equipment or technical malfunction of the system or network operated by Ziply Fiber.”Ziply Fiber terms, Terms 6(a)
What to include: service ticket, equipment id
Right to cancelNo deadline statedSimple to claim
Right to cancel service if you disagree with material changes
An agent can cite disagreement with a posted change and submit a cancellation request using only the account ID.
“If you do not agree to the changes, you have the right to cancel Services.”Ziply Fiber terms, Introduction - Notice of Changes
What to include: account id
Right to cancelNo deadline statedSimple to claim
Right to cancel service at any time
An agent can submit a cancellation request at any time using only the account ID.
“Either Ziply Fiber or you may terminate all or any portion of your Services at any time for any or no reason, in its sole discretion, in accordance with applicable law and the terms of any marketing offers specified in the Agreement.”Ziply Fiber terms, Terms 9(b)
What to include: account id
RefundNo deadline statedTakes a few steps
Security deposit refunded after termination
Requires confirming no outstanding balance or unreturned equipment before the deposit is released.
“Following termination, Ziply Fiber will return to you a sum equal to the deposit, without interest unless required by law, minus any amounts due on your account, including, without limitation, any amounts due for unreturned or damaged Ziply Equipment.”Ziply Fiber terms, Terms 2(f)
What to include: account id, termination confirmation
RefundNo deadline statedTakes a few steps
Refund of prepaid fees if account is terminated for violation
Refund amount depends on offsetting any amounts due, requiring an account balance review.
“If your account is terminated, you will be refunded any pre-paid fees minus any amounts due to Ziply Fiber.”Ziply Fiber terms, Terms 8
What to include: account id, termination date
RefundNo deadline statedTakes a few steps
Refund of prepaid monthly fees after termination
An agent must submit the termination request and the refund depends on netting out any amounts still due.
“All applicable fees and charges will accrue until the date of termination, but Ziply Fiber will refund all prepaid monthly fees charged for Services after the date of termination, less any amounts due to Ziply Fiber.”Ziply Fiber terms, Terms 9(c)
What to include: account id, termination request date
Based on Ziply Fiber's public terms and policy pages, read on 28 September 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.