Installers of Starlink
Effective: 11/28/2025 (Nov 28th, 2025)
At Installers of Starlink, we are committed to providing professional and reliable Starlink installation services. To maintain fairness and transparency for both our customers and technicians, the following policies apply to all bookings, refunds, cancellations, rescheduling, and returns.
1. Deposits & Booking Terms
All appointments require a refundable deposit equal to 50% of the quoted installation price to reserve your scheduled time with a technician.
Your deposit is applied to the final invoice if the installation is completed.
Deposits are non-transferable to other individuals without our written approval.
Non-Refundable Processing Fees (13%)
Our credit card processor charges non-refundable fees on every transaction.
For any customer-initiated cancellation or refund paid by credit/debit card, a 13% processing fee will be deducted from the refund amount to cover non-refundable processor fees.
This applies even when cancellations are made more than 48 hours in advance if the customer simply changes their mind, finds another installer, or otherwise chooses not to move forward.
If a cancellation or refund is issued due solely to our error or our inability to perform the service as scheduled, we may, at our discretion, issue a full refund including processing fees.
2. Cancellations & Rescheduling
Cancellations 48+ Hours Before Appointment
Cancellations made at least 48 hours before your scheduled installation are eligible for a refund of the deposit, minus the 13% non-refundable credit card processing fee if the deposit was paid by card.
If we notify you of a necessary delay or rescheduling before a technician is dispatched, and you choose to cancel at that time:
A full refund of your deposit will be issued, and we will not withhold the 13% processing fee.
Cancellations Less Than 48 Hours Before Appointment
Any customer cancelling their installation less than 48 hours before the scheduled appointment is subject to forfeiture of their deposit.
This is because materials, processing fees, scheduling commitments, and other costs have already been incurred by the company at that point.
In rare cases, we may offer to apply a portion of the forfeited deposit as a credit toward a future appointment, at our sole discretion.
Technician Dispatched – On-Site Cancellations or Refusals
If a technician has already been dispatched to your location and:
The service is canceled, or
Service is refused on-site for reasons not caused by Installers of Starlink,
then a $175 non-refundable travel fee will be deducted from your deposit to cover travel time, fuel, and scheduling costs.
Any remaining portion of your deposit (after the $175 travel fee and 13% processing fee, if applicable) may be refunded or applied to a future appointment at our discretion.
Rescheduling
Customers may reschedule without penalty if we are notified at least 48 hours in advance of the appointment.
Rescheduling requests made less than 48 hours before the scheduled time may:
Be treated as a cancellation with forfeiture of the deposit, and
Require a new deposit to book a new appointment, or
Incur additional trip or rescheduling fees, at our discretion.
3. Equipment Requirements & Trip Fees
We rely on the customer’s statements regarding equipment that will be present and ready on-site.
Customer-Provided Equipment
The customer is responsible for ensuring that all necessary equipment is available and suitable for installation, including but not limited to:
Starlink kit and components
Appropriate mounts and brackets (unless we are providing them)
Cables, adapters, and compatible hardware as previously discussed in the quote
Wrong, Incomplete, or Missing Equipment On-Site
If, upon arrival, the technician discovers that:
The customer does not have the required equipment, or
The customer has ordered the wrong or incompatible equipment, or
The site is not prepared as represented (e.g., inaccessible mounting areas, no power where required, no landlord/HOA approval where needed),
and the installation cannot be completed as scheduled, then:
A $150 trip fee will be charged to cover time, travel, and already purchased materials.
This $150 trip fee will either:
Be added to the total cost of the updated installation if you choose to reschedule, or
Be deducted from your deposit if you choose not to move forward with the installation.
A new or additional deposit may be required to reschedule the installation after the equipment issue is resolved.
This $150 trip fee is separate from the $175 travel fee described above and is specifically tied to customer-caused equipment or site-preparation issues that prevent the installation from proceeding as planned.
4. Completed Installations & On-Site Issue Resolution
Customer Presence & Verification
Customers (or their designated representatives) must be present during the installation and prepared with all necessary:
Account credentials
Devices and apps (e.g., Starlink app, router access)
Property access and approvals
Before the technician leaves, the customer is responsible for:
Inspecting the quality of the work (mounting, cable runs, equipment placement, etc.)
Verifying account activation
Confirming signal quality/internet connectivity as reasonably as possible on-site
Our Availability During Installation
We are fully available during every installation (by phone, text, or email) if any issues arise with:
The technician’s behavior
Quality of work being performed
Placement or method of installation
If you see or have any concerns at all, you are required to contact us while the technician/installer is still on-site so we can address or remedy the issue in real time.
After the Technician Leaves
Once an installation has been completed and confirmed as functional on-site, no refunds will be issued.
If a customer contacts us after the technician has left (e.g., the next day or later) because they are unhappy with:
The quality of work,
The internet strength/signal, or
Other issues related to the completed installation,
then:
A $150 trip fee will be required to send the same or a different technician back to the property.
This trip fee is in addition to any costs for changes outside the original scope of work (new mounting location, extra cabling, additional equipment, etc.).
Refunds or partial credits will not be granted after the fact, especially once service is complete and the technician has been paid, unless we determine, at our sole discretion, that there was a clear error in workmanship that we were not given a fair opportunity to correct while on-site.
Access & Verification Issues
If required access is not provided during installation and we cannot confirm that the system is fully functional (e.g., mesh networks, app access, account logins), no refunds will be issued for that portion of the service.
Additional visits to complete or verify work due to previously unavailable access will be subject to the $150 trip fee and any additional labor or materials required.
5. Customer Responsibility & “Unreasonable” Refund Requests
To protect the company from losses resulting from customer-controlled situations, refunds will not be issued for unreasonable requests where the customer is at fault or where our services were correctly rendered as agreed.
Examples include but are not limited to:
The customer changes their mind and no longer wants Starlink or decides to use a different internet provider after booking.
The customer changes installation criteria or scope at the last minute, including:
Less than 48 hours before the appointment,
When the installer arrives, or
During the installation (e.g., wants a significantly different mounting location that requires new materials or additional labor).
The customer is no longer available to be present or provide a representative during the installation after booking.
The customer fails to:
Provide necessary access (locked gates, inaccessible roof/attic, etc.),
Obtain required permissions (landlord, HOA, building management), or
Provide power, internet equipment, or account credentials required for testing and activation.
The customer is dissatisfied with internet performance due to factors outside our control, such as:
Starlink network performance or outages
Environmental obstructions or changes after installation
Customer-moved equipment or modifications made after we leave
Any such situations are considered customer-caused issues, and deposits, trip fees, and service charges will not be refunded.
6. Tangible Item Returns
Physical products such as mounts, cables, adapters, and Starlink kits may be eligible for return if:
They are unused,
In their original condition and packaging, and
The return is initiated within 30 days of delivery.
Once returned items are received and inspected:
Approved refunds will be issued to the original payment method.
Please allow up to 30 days for the refund to process.
Any applicable shipping costs or processing fees may be non-refundable.
7. Subscriptions
Monthly subscriptions can be canceled at any time going forward.
However, no refunds will be issued for partial months or unused service days once a billing period begins.
8. False Claims, Chargebacks & Legal Rights
If a customer makes false claims regarding charges, including but not limited to:
Claiming that services were not received when they were,
Claiming that equipment was not received when it was delivered or installed, or
Initiating a chargeback or dispute with their bank/card issuer on a legitimate charge,
Installers of Starlink reserves the right to:
Provide documentation (photos, signed forms, messages, etc.) to contest the dispute.
Pursue legal action against the customer for fraudulent claims.
Seek recovery of:
Any legal fees,
Chargeback fees, and
Loss of revenue resulting from the false claims or disputes.
9. Contact Us
For all refund inquiries, cancellation requests, or product returns, please contact us directly at:
Phone: (877) 309-1050
Email: Support@installersofstarlink.com