Sec. 34-30. Right to Refunds.
34-30.1.Except for planned outages where subscribers are given at least forty eight (48) hours advance notice, cases in which the outage occurs during service conditions which are not within the control of the Grantee, for any day where the Grantee’s basic service is interrupted or substantially impaired for any one hour or more during the period 7:00 p.m. - 11:00 p.m. or four hours or more during any 24-hour period, the Grantee shall, upon request, credit the charge for the affected service tier or 1/30th of the charge for any service sold on a per-channel basis. For planned outages, except at cutover, refunds shall be required for any one hour interruption during the period 7:00 p.m. - 11:00 p.m. or for any 12 hour interruption during any 24-hour period. The Grantee may be granted a waiver to this section upon demonstrated need. The charge for any program sold on a per-program basis shall be refunded in full at any time that the Grantee fails to deliver the program in substantially the form promised.
34-30.1.1.Any subscriber who calls the Grantee to request a credit and whose service was impaired as described in Section 34-30.1, or any subscriber who calls the Grantee to report or complain about impaired service as delineated in Section 34-30.1 shall receive a credit. Credits for service will be issued no later than the customer’s next billing cycle following the determination that a credit is warranted.
34-30.2.If any subscriber terminates service prior to the end of a prepaid period and provides Grantee with forwarding address, a pro-rata portion of any prepaid service fee, using the actual number of days in the month as a basis, shall be refunded by the Grantee. However, in the case of a subscriber who has in their possession Grantee equipment, any refund or prepaid period or balance due, shall be computed at the time equipment is returned in satisfactory condition.
34-30.3.All refunds and credits shall be made promptly, but not later than either: (a) the customer’s next billing cycle following resolution of the request or thirty (30) days, whichever is earlier, or (b) the return of the equipment supplied by the Grantee if service is terminated. The Grantee shall pay a subscriber a late charge equal to the late charge that the Grantee imposes upon the subscriber for late payment.