Articles on: FAQ

60 day guarantee

Try welo internet with our 60-day money-back guarantee.


Getting hooked up with a new internet provider can be a bit intimidating at times.


We get that.


How does the 60-day guarantee work?


Our 60-day guarantee is available to all first-time welo customers. Refunds under our 60-Day guarantee are limited to documented service performance issues that welo is unable to resolve. Refunds will not be issued for reasons unrelated to service quality, such as relocation or change in financial circumstances. We’re also not able to refund anyone who is trying to take advantage of us (like signing up multiple times, trying to use the guarantee more than once, or at multiple addresses, etc.) or otherwise acting in bad faith.


Here are the qualifications that must be met in order to secure the 60-day guarantee:


✔️ You’re cancelling your welo services within the first 60 days starting from your activation date.

✔️ Your current owing account balance is $0.

✔️ It’s your first time as a welo customer.

✔️When you cancel we will ask why you’re leaving us, if you think you’re due a refund under our satisfaction guarantee, at this point you need to explicitly ask us for your refund

✔️After you cancel on our website, if you’ve requested a refund we will send you an email follow up, you need to get back to us within 5 days in order for us to grant you a refund

✔️After we talk, if you’re sure about breaking up you will need to send us our equipment back, we will only send you your refund once we receive our equipment from you. We’ll send return instructions to your email


FYI - We supply the shipping label, but not a box for your return. You can use an old shoe box or buy a box at the USPS store.


When you cancel under the 60-day money-back guarantee, your service disconnection will take place on the day of cancellation and cannot be future dated.


⚠️ Suspected fraud and/or duplication of accounts reserve the right to refuse 60-day guarantee claims, suspend accounts, and withdraw credits from customers suspected of creating multiple accounts or abusing our promo and referral programs. Account and personal information may be used to identify and link fraudulent accounts and activity.


I want to use the 60-day guarantee.


If you don’t think welo is the right fit for you and wish to part ways, get in touch with us.


  1. Contact welo Support via chat. You can do that here on the Support Hub..
  2. Give it to us straight—tell us the reason(s) why you’re feeling unsatisfied with your service, and if there’s anything we can do to improve.
  3. Confirm your cancellation date and details with the agent and ask to use your 60-day guarantee.
  4. If you’re eligible (see criteria above), our finance team will issue a full refund once our warehouse has successfully received and scanned all returned equipment assigned to your account (we’ll give you a heads up once we have it). From there, allow 10-12 business days for the refund to show back up on your method of payment.

For more information about our 60-day guarantee, check out our Ground Rules.

Updated on: 02/25/2026