Charter Residential Customer Guarantee


Our promise to you: Charter is committed to providing the best customer experience, and we stand behind our products and services. If you ever have questions or concerns with the products and services you receive from Charter, please contact us for resolution.

30-Day Money-Back Guarantee
We believe in our people, our products and providing our customers with exceptional service. We're confident you will be completely satisfied with your Charter experience. If for any reason you are not satisfied with a Charter service within the first 30 days, we'll give you your money back.

Service Experience Guarantee*
We want you to enjoy doing business with us and we'll deliver on our commitments to you. We'll reach your residence during your scheduled arrival window, or you qualify for a $20 credit.
*Not available in all areas

Product Promise
We are committed to providing cutting-edge technology and on-going enhancements, including increased Internet speeds and more HD and On Demand choices. We'll provide functionality and improvements you may not have even imagined yet. At Charter, we never stop working to bring you additional value in your services.


Eligibility and Other Important Details; Entire Agreement:

Residential customers only; all services not available in all areas; and customer must be in good standing and have no outstanding obligation to Charter.

30-Day Money-Back Guarantee

Customer must not have subscribed to applicable service* within the previous 30 days. Request for up to 30 day prorated credit must occur within 45 days from installation or change of service date; limit of one credit per service within any single 90-day period.

Money back comes in the form of a credit first. Customers who continue to have other services with Charter will receive credit for service on customer's next available bill statement. Customers who cancel all services will receive a credit to be applied against outstanding financial obligations, if any, and may receive a refund for any remaining amount. Price Guarantee customers who cancel their package within 30 days will not be required to pay termination fees otherwise applicable.

Credits are available for the following: monthly recurring service and wire maintenance charges; standard installation costs (including professional installation, up to two TV outlets, one Internet outlet and/or one Phone outlet) and/or equipment charges (refund/credit is subject to timely equipment return in accordance with Charter's Terms of Service/Policies for the applicable service).

Credits are not available for the following: taxes (local and state); other fees and surcharges; non-standard installation (including complex, underground, custom work, special construction and/or additional outlets); Security Suite (when purchased separately); transactional TV purchases (including Pay-Per-View and/or On Demand) and/or transactional Phone purchases (including per-minute domestic and/or international long distance directory assistance, and/or operator assistance charges).

*Eligible Services: TV, Internet, Voice, and/or Service upgrade.

Service Experience Guarantee

In preparation for on-site visit, please make sure that an adult 18 years or older is present, pets are restrained, and necessary work areas are accessible, safe and free from extenuating and/or unsafe circumstances that prevent work from being completed; limit of one credit per scheduled appointment.

Customers are eligible to receive a $20 credit if the following occurs: the technician arrives before the scheduled arrival window and does not return within that window; the technician arrives after the arrival window; or the technician does not show up for appointment.

Customers in IL who experience a missed arrival window/on-site time arrival will receive an automatic $25 credit on customer's next available bill statement.

If you ever have questions or concerns with the products and services you receive from Charter, please contact us at (855) 757-7328.