Return Policy
While we will be proactively making an effort to ensure the best possible experience for customers who have purchased our service at Burning Man, we acknowledge that it is possible some users may lose connectivity due to a defective device or unforeseen circumstance.
What we will do to ensure service and device reliability:
Prior to shipment of any internet device, service will be validated by ensuring that the unit properly connects and streams data on our network by using a LTE site on the same network that will be deployed for Burning Man.
During the event, we will be actively monitoring the network and its users, ensuring that all BurningFi customers are receiving the best possible service. If for some reason there are customers that are not correctly connecting and registering with our network, we will be able to identify them and will pro-actively troubleshoot these devices for a resolution, in most cases before they need to contact us for support.
To request a return:
If in the rare event a customer would like a refund for their device and service, the following requirements must be met:
To request a refund, please contact Customer Support by either using the Contact Form on our website, emailing support@burningfi.com, or calling (720) 213-7577 and supplying the account holder’s name, address, email address, and device serial number for data use verification. A return shipping label will then be emailed and the refund will be issued when the device passes inspection upon receipt.
Please note, Customer Service will be available from 9am – 4pm MDT, Monday through Friday. Should you encounter a voicemail when calling, please leave a detailed message, we will respond as soon as we can, usually within the same business day.
What we will do to ensure service and device reliability:
Prior to shipment of any internet device, service will be validated by ensuring that the unit properly connects and streams data on our network by using a LTE site on the same network that will be deployed for Burning Man.
During the event, we will be actively monitoring the network and its users, ensuring that all BurningFi customers are receiving the best possible service. If for some reason there are customers that are not correctly connecting and registering with our network, we will be able to identify them and will pro-actively troubleshoot these devices for a resolution, in most cases before they need to contact us for support.
To request a return:
If in the rare event a customer would like a refund for their device and service, the following requirements must be met:
- The deactivation date for the selected rate plan has passed and it is within 14 days of that expiration date:
- 9/16/18 – 9/30/18 for the $200 Campfire Plan
- 10/1/18 – 10/14/18 for the $300 Bonfire Plan
- Customer Service can verify that little or no data was transmitted during the active dates for the selected plan, totaling to approximately less than 250MB.
- 8/15/18 – 9/15/18 for the $200 Campfire Plan
- 8/1/18 – 9/30/18 for the $300 Bonfire Plan
- The device is received by Customer Support in an aesthetically acceptable condition, with no apparent damage from drops, water, or software tampering that would impact the device’s functionality.
To request a refund, please contact Customer Support by either using the Contact Form on our website, emailing support@burningfi.com, or calling (720) 213-7577 and supplying the account holder’s name, address, email address, and device serial number for data use verification. A return shipping label will then be emailed and the refund will be issued when the device passes inspection upon receipt.
Please note, Customer Service will be available from 9am – 4pm MDT, Monday through Friday. Should you encounter a voicemail when calling, please leave a detailed message, we will respond as soon as we can, usually within the same business day.
