Terms of Service

We ask that all new customers please read the following agreement so that they may have a full understanding of all of our policies and procedures.

Refund Policy Delivery Information Billing Information Network & Modem Information IP Address, Port Forwarding and NAT Information: Customer Support Information

Refund Policy

At SardisTel, we pride ourselves on our no-contract policy, allowing you the freedom to end our services at any point. If circumstances change, such as a move or a change in your requirements, all you need to do is return your equipment to us. Each of our services is backed by a 30-day money-back guarantee, starting from the day of delivery, giving you a full month to evaluate our service.

Kindly ensure that you thoroughly read this policy to avoid any misunderstandings.

How the cancellation and return process works:

Initiate the cancellation through our customer portal, which in turn automatically opens a cancellation ticket on your behalf.
Our team will review your request and update the cancellation ticket with detailed instructions and further information.
After you've responded to the questions, our team will provide a Return Merchandise Authorization (RMA) number if your cancellation or return is approved. This RMA number must be clearly marked on the return package. If your request is denied, we'll explain why and provide further instructions. Reasons for denial can include, but are not limited to, illicit use of our service, refusal to collaborate on resolving an issue, or initiating a credit/debit card dispute without first attempting to resolve the matter with us.
Upon shipping your return, please update your cancellation ticket with the USPS tracking number.
Returns are processed by our team every Friday. Your equipment will be assessed for proper working condition and lack of damage. Refunds are not granted for equipment that is broken, missing parts, or is unclean in any way. You will be informed of the results of our assessment and of any identified issues.
If approved, our accounting department will calculate your refund amount and issue a refund. They handle returns accepted in the previous week every other Friday.

How to Submit a Cancellation Request:

Login to the customer portal at https://my.sardistel.com.
Navigate to "Products and Services," and click on the service you wish to cancel.
You'll be redirected to the "Services Details Page," where you'll find a red button labeled "Cancel Service". Click this button. –
Complete the short form and click 'submit'.

Upon submission, a "Cancel Service Request" ticket with additional information will be immediately opened. Our staff will respond within one business day to assist you in processing your cancellation request.

Please note, the above procedure is the only officially recognized method of cancellation. No other methods will be supported, as we require official documentation from the account owner.

Should you encounter any issues within this 30-day period, we reserve the right to attempt a resolution twice, thereby extending your guarantee window by an extra 30 days for further assessment. If the resolution is not satisfactory, you're free to cancel the service and request a refund for any paid invoices, upon the return of our equipment. Please note that the processing of refunds only starts once we've received the returned equipment and it might take up to a month to be completed. The returned equipment should be in "new" or "like new" condition, as any damage or excessive dirtiness may reduce the refund amount.

Refunds will be issued to the original payment method unless the 90-day mark has been passed, in which case, a check will be mailed to the account holder. Please note that any credit balance in your SardisTel account is not refundable and can only be used for SardisTel services.

For equipment returns, we require the items to be in "like new" condition and shipped back to us via USPS, with insurance and tracking. We do not accept in-person returns or drop-offs. Upon choosing "Cancel Service" in the customer portal, you'll receive automated return instructions via our customer helpdesk.

Once your return is shipped, please provide the tracking information in the cancellation ticket within the customer portal. This ticket is the exclusive channel for all communication regarding the cancellation/return/refund process, ensuring a clear and unambiguous communication.

Our Equipment Deposit Refund Policy, effective beyond the initial 30-day window, is structured as follows: When you sign up for a service with Sardis Telecom, you pay a deposit for the equipment. This deposit only constitutes a fraction of the actual equipment cost. Please note that all equipment provided by Sardis Telecom remains our property and must be returned when you close your account or when we terminate the service.

Should the equipment not be returned within 30 days of service cancellation or termination, a bill reflecting the full equipment cost will be issued. Failure to settle this bill may result in collection actions. The equipment deposit is subject to depreciation, reflecting the decreasing value of the equipment over time.

The deposit diminishes at a rate of 8.5% per month, eventually reaching a zero balance after a 12-month period, which coincides with the expiration of the equipment's warranty. Even when the equipment's value has fully depreciated, Sardis Telecom will still issue a $25.00 refund upon return of the equipment. This is in recognition of your cooperation in returning the equipment and helping us maintain our equipment rotation cycle.

Additional information to consider:

We've observed a tendency among some customers to retract their cancellation request shortly after placing it, wishing to resume the service. Be aware that service reactivation following a disconnection might involve a waiting period or a back order, if applicable. For any technical issues, please utilize our customer helpdesk for assistance. If your concern revolves around service costs, please note that we apply consistent pricing for all customers, as detailed on our website. For inquiries about service upgrades or downgrades, feel free to reach out to our customer service by opening a ticket in the customer portal.

Please note that customers are responsible for covering the costs of return shipping and insurance for any product returns. It is important to ensure that the returned item is appropriately packaged and insured to protect against loss or damage during transit. We recommend using a reliable shipping method with tracking and insurance to safeguard the product until it reaches our facility. Should you have any questions or require further assistance regarding return shipping, please don't hesitate to contact our customer support team.

Delivery Information

Our standard processing and delivery schedule dictates that orders will be dispatched within the time period provided at checkout. Upon receipt of your modem order, we promptly place an order with our supplier. Once we receive the modem at our facility, it undergoes a careful process of programming and testing. After our team certifies its functionality, your modem is shipped via USPS Priority Mail, which typically ensures delivery within one business day for addresses in Alabama.

At the checkout stage, you were furnished with an estimated delivery timeline, and acceptance of this was requisite for order processing. By consenting to this agreement and finalizing your order, you thereby acknowledged and agreed to this delivery timeframe.

Once your order is dispatched, tracking information will be sent to the email address you provided during checkout. This information is facilitated by the USPS's XPS Shipper platform and will be sent on the evening your order is shipped.

Billing Information

Please note that any transactions made with your credit or debit card will appear on your statement under the descriptor "Community Outreach and Development". Be aware that a returned payment incurs a fee of $25.00, imposed by the bank to facilitate the necessary investigation.

As of 5/30/23, a processing fee will apply to all credit card payments. This fee is a direct reflection of our costs and is calculated as $0.30 plus 2.9% of your total payment.

For your billing preferences, we offer two online options as we are currently unable to accept payments through cash or checks. We are in the process of incorporating ACH payment options and anticipate their availability by 2023. Online payments help us maintain a lean operation, allowing us to pass savings onto our customers.

Automatic Billing: By default, we securely store your credit/debit card information provided during checkout to facilitate automatic billing when your invoices are due.
Manual Billing: You can opt to disable automatic billing at any point. Please remember that invoices must be paid by 4pm on the due date.

Our model operates on a prepayment basis, requiring payment for services prior to their provision. Non-payment by the due date will trigger an automatic suspension of service. If you anticipate difficulties making a payment, please get in touch with our billing department via the help desk to discuss possible extensions or alternative arrangements.

Our system generates invoices 7 days before the due date and you will receive an automated reminder email 24 hours before your invoice is due. If you've opted for automated billing, no action is required unless you receive a "Payment Failed" notification. If a due date falls on a holiday, payment will be attempted on the preceding day.

Late payments may result in service suspension post 8am on the due date. Please be aware that a reconnection fee of $35 is applicable for any services that are disconnected due to non-payment.

Network & Modem Information

Modem / Router / WiFi Settings – With our All-In-One Modem/Router/WiFi device, default settings are secured and inaccessible to customers. However, we are in the process of enhancing our cloud-connectivity, which will soon allow you, the customer, to make special settings or changes directly through your customer portal. We anticipate the launch of this feature later this year.

In the meantime, customers who wish to modify settings can do so with the help of our Technical Support and Remote Desktop Assistance. For customers requiring full control, purchasing a business-class modem and static IP service is recommended, followed by connecting your own router.

For any queries, please reach out to our sales team at 256-400-0011 or open a support ticket online.

Please Note: The above applies to our 4G LTE modems. If you are using our new 5G modems, they come with a user account that allows changes to user-accessible modem and router settings. To obtain your login information, simply open a support ticket and our team will guide you through the process.

IP Address, Port Forwarding and NAT Information:

IP Address, Port Forwarding, NAT and Geolocation Information for SardisTEL 4G LTE service:

Customers, by default, receive a dynamic IP address that may change unpredictably. We do not control the geographic location displayed by our dynamic IP addresses; therefore, it might indicate Alabama or Texas. Consequently, geolocation-dependent services like certain live TV streaming may not display the correct regional programming. Should this be an issue, we advise transitioning to our 5G service. Please note, as of 5/30/2023, AT&T has ceased to permit us to assign static IPs or non-NAT IPs to 4G LTE services, reflecting the broader industry shift towards phasing out 4G LTE in favor of 5G technology.

IP Address, Port Forwarding, NAT and Geolocation Information for SardisTEL 5G service:

In contrast to our 4G LTE service, customers using our 5G service are by default provided with a static IP address, although it remains firewalled to keep all ports closed. All 5G accounts have IP space from AT&T Enterprise & our parent company, based in Birmingham, Alabama. The default setting maintains a strict NAT and does not allow port forwarding. However, 5G customers have the option to purchase an add-on for $8, providing them with a static IP address with no port blocking.

Customer Support Information

Our customer support is accessible around the clock via the customer portal and ticket system. We require all requests to be submitted in writing through the customer portal, with the exception of emergency outage reports, which may be conveyed by phone. Tickets and support requests are addressed based on their urgency and the sequence in which they were received.

We pride ourselves on providing top-notch customer service. However, it's essential to note that we uphold a policy of respect and professionalism. As such, we reserve the right to deny service to anyone exhibiting rude or abusive behavior towards our staff. We believe in maintaining a positive and respectful working environment. Furthermore, we cannot take responsibility for any missteps on your part, including but not limited to, neglecting to thoroughly read this agreement.