Use the official subscriber portal or an authorised Citylink payment channel. Never share an OTP, UPI PIN or complete card details.
1. Payment methods
Available methods may include UPI, cards, net banking, wallets or other options shown by the payment gateway. Payments are processed in Indian rupees. The customer must verify subscriber ID, package, IPTV inclusion, validity, amount and mobile number before paying.
2. Successful payment and activation
A payment is treated as successful only after confirmation appears in the subscriber/billing system. Package activation or renewal follows successful posting and technical provisioning. Keep the receipt and transaction reference.
3. Pending, failed or debited transactions
If money is debited but the account is not recharged, do not immediately pay again. Wait for the gateway status and contact support with subscriber ID, amount, date, payment method and transaction reference. Failed payments are normally reversed by the bank or gateway according to their timelines.
4. Duplicate payments
A verified duplicate payment may be adjusted against a future recharge or refunded to the original payment method after reconciliation. Each transaction must be traceable in the gateway and billing records.
5. New installation cancellation
An installation request may be cancelled before field work or provisioning begins. Completed survey, installation, activation, cabling, equipment procurement or field-visit charges may be deducted when disclosed before purchase.
6. Refund eligibility
Refunds may be considered for a verified duplicate payment, confirmed service unavailability before activation, or a billing error. Activated/used subscription periods, completed services, consumed promotional benefits and content services are normally non-refundable except where required by law.
7. Wrong plan or subscriber ID
Customers are responsible for checking the plan and subscriber ID. Contact support immediately after an incorrect recharge. Correction is subject to non-usage, billing-system capability and approval; it is not guaranteed after activation or consumption.
8. Promotional offers
Free months, 2× speed and other promotional benefits have no cash value and are not separately refundable or transferable. Refund calculation, when approved, may exclude used benefits and non-refundable service charges.
9. Refund method and timeline
Approved refunds are sent to the original payment method where possible. Citylink will initiate the approved refund promptly; banks and gateways may require approximately 5–10 business days or their stated processing period.
10. Chargebacks and disputes
Contact Citylink before raising a chargeback so the payment can be investigated. Fraudulent or abusive disputes may result in account restriction and recovery action permitted by law.
11. Payment support
Call or WhatsApp +91 93099 54452. Provide only the transaction reference and relevant receipt—never an OTP, PIN or full card number.