Cancellations
At GWI, we are so certain that you will be satisfied with our service that we provide a full 7-day money-back guarantee. If you are not completely satisfied, simply call us and cancel your account within the first 7 days and we will refund your money.
If you cancel your account at any time after the initial 7 days, it will remain active to the end of your current billing cycle. Set up, activation or install fees are not refundable.
Special Promotional Offers:
At times, GWI will extend special introductory offers. If you join GWI under one of these offers, our cancellation policy differs slightly and is as follows:
- For any promotional offer, if you cancel within first 7 days our full money-back guarantee as described above applies.
- If you join under a monthly promotional offer and cancel after the first 7 days, GWI is not obligated to refund any portion of that month's fee or any activation fee charged.
- If you join under a multi-month promotional offer and cancel after the first 7 days, you will be responsible for the current month's fee. However, GWI will refund you for any future months of access that you have paid for. Any activation fee that has been charged is nonrefundable.
All cancellation requests must include, your full name, username/account ID#, telephone number, and the reason you are canceling. Notice of cancellation must be received prior to the start of your account’s next billing cycle to avoid another payment cycle. If you do not know your billing date please contact the Billing Department. Month to month plans are deactivated at the end of their current month’s cycle. The customer is responsible for the full months balance plus any charges associated with services that may be billed in arrears. We do not prorate after the first month’s bill.
Early termination of prepaid accounts will result in a recalculation at the regular price for each month up to and including the month of termination. This amount will be used to calculate any refund if applicable (i.e. 12 month prepaid unlimited account is $239.40 breaking down to a discounted rate of $19.95 per month. If the account is terminated in the 6th month the customer would be charged at the regular $22.95 for the first 6 months for a total of $137.70 which would then be subtracted from the prepaid amount for a refund credit of $101.70). Allow 4 to 6 weeks for refund checks.
If service is canceled prior to 12 consecutive months of service, all equipment must be returned to GWI within 10 days of cancellation. If equipment is not returned in that time period the customer will be responsible for any fees associated.
Residential customers may call (866) 494-2020 to request cancellation.
Please note that not paying for your service or no longer using your service is not a sufficient means of communicating your intent to cancel service.
Non-payment Cancellations
In order to avoid the interruption of service, you must pay the full amount each month. Failure to pay invoices by the due date may result in your account being suspended or canceled with or without written notice. Credits will not be issued for the time that an account is on hold for non-payment. Although partial payments are accepted, partial payments will not prevent services from being discontinued for nonpayment. GWI shall not be held responsible for any lost E-mail, website content, data, or issues resulting from the account being suspended for nonpayment.
Reconnection of delinquent accounts will require that the past due balance be paid in full and any current invoices be paid by their due date. Failure to bring an account current may result in the account being turned over to a third party for collections and credit reporting.
Phone service
When a phone account becomes delinquent a Disconnect Notice is sent to the customer, the customer has 14 days from the date on the notice to make full payment on all past due invoices. If payment is not received by 4pm on that date the phone and any associated service will be suspended until full payment is received. Although partial payments are accepted, partial payments will not prevent services from being suspended or disconnected for nonpayment. When phone service is suspended, the customer may make calls to 911 Emergency and to GWI for payment, however no other incoming or outgoing calls can be made.
Once the full past due payment is received, the service will be restored by 5pm that day. Payments are posted during normal office hours.
If the customer fails to pay with in 24 days from the date on the original Disconnect notice, the account will be disconnected. If disconnection occurs dial tone is no longer available and the telephone number is no longer assigned to the line. No incoming or outgoing calls of any kind can be made.
If the customer pays the account in full and wishes to reestablish an account, they will be directed to our Sales department. Customer may be required to: complete a credit check, provide credit card information for automatic payments, provide a deposit payment, and/or pay the first month’s service in advance. GWI does not guarantee that the same Telephone number will be issued.
Payment Arrangements
While GWI believes that our monthly pricing is a great value, we understand there may be times when making ends meet is a struggle. We’re here to help. We will review the status of your GWI account to determine if a temporary payment extension can be granted. If your account is eligible, we will offer you an extended date to pay your bill or set up an installment plan. Several factors are used when we consider granting a payment extension for a customer.
Some of the factors include:
- Service type
- Compliance to prior payment arrangements
- Past due amount
- Timeliness of prior payments
Requests must be made prior
to the accounts due date in order to be considered eligible for a payment arrangement.
Not all accounts will qualify for payment arrangements; failure to comply with previous payments arrangements may render an account ineligible for future payment arrangements.
Credits & Refunds
Active Accounts - Should a credit be issued to an active account it will remain on the account and will be applied to future invoices.
Inactive Accounts
– Should a credit be issued to an inactive account it will be issued in the form they were received. Should this not be possible, a refund check will be requested. Allow 4 to 6 weeks for refund checks.
Commercial Billing Information
Commercial accounts should refer to their contracted terms and conditions.
Commercial Cancellation - requests should be faxed to (866) 527-0565
All cancellation requests must include, your full name, username/account ID#, telephone number, and the reason you are canceling.
GWI reserves the right to terminate any account without refund for any kind of Policy non-compliance and reserves the right to refuse service to anyone, and for any reason, at our sole discretion. In all of these matters, decisions by GWI are final.
GWI reserves the right to modify this and any Policy at any time by posting changes online. Your non-termination or continued use of the service after changes are posted will serve as your acceptance of this agreement as modified by the posted changes.
Faster Speed has Changed Family and Business Life.
— Debra N., Arundel