At a glance
- Your accepted agreement sets billing and cancellation terms.
- Report activation failures and duplicate payments with supporting details.
- Send refund and payment queries to payments@vpsolutions.io.
Your agreed payment terms
Refer to your accepted quotation or service agreement for the price, payment schedule, installation charges, contract duration and any cancellation or refund provisions.
If your service cannot be activated
Contact Vantage Point as soon as you identify an activation problem. Include your service address, account or order reference, payment confirmation and a description of the issue.
We investigate the activation status and relevant network or provisioning issue. Any remedy or refund is assessed against the service agreement and applicable law.
Duplicate or incorrect payments
If you believe you paid twice, or a payment has been recorded incorrectly, send both payment references and confirmations so the transaction can be checked.
We investigate and reconcile payment errors in accordance with the applicable agreement and legal requirements. Please identify whether you are requesting a refund or account credit.
Service interruptions
Report service interruptions with the service address, the time the problem started and any relevant equipment details.
Any agreed service credits, remedies or refund entitlements are determined by your service agreement and applicable law. Power failures, upstream outages or equipment issues should be investigated rather than automatically treated as an activation failure.
Cancellations and unused service
Contract duration, cancellation notice and any early-termination or installation charges depend on your accepted quotation or service agreement and applicable law.
Send cancellation requests in writing to payments@vpsolutions.io, including your account or order reference and requested cancellation date. The effective date and any charges are determined under the applicable agreement and law.
How to submit a request
Email payments@vpsolutions.io with the subject “Fibre refund or payment query”. Include:
- Your name and account or order reference.
- The address of the fibre service.
- The payment date, amount and transaction reference.
- Relevant payment confirmations.
- A clear explanation of what happened and the outcome you are requesting.
Do not send passwords, PINs or full payment-card details. If more information is needed to investigate, we will request it.
Your consumer rights
Nothing in this policy removes rights or remedies that cannot lawfully be excluded. Where applicable, the Consumer Protection Act may provide remedies for services that do not meet the required standard. The agreed terms must be applied consistently with those rights.