Our goal is simple: We want you happy with the service we provide. It's so much easier to do a good job and to have a happy customer than to do a poor job and to have an unhappy one. We are human. Mistakes, whether from equipment failure, human error, or mis-communication can happen. When they do, our policy is simple: if you aren't happy with the product, and we can't correct the issue, we'll buy your fiber from you (at raw fiber prices), and refund your processing fees.