Signing up for internet used to mean crossing your fingers for two years. Sign a contract, and if the service turns out to be bad in your specific building, or your work moves you three provinces away, you're either stuck or you're paying an early termination fee for the privilege of leaving. oxio's 60-day guarantee is built to remove that risk — but "guarantee" gets used loosely by a lot of companies, so here's exactly what it covers.
Why this exists in the first place
Most Canadian ISPs still lock you into a term contract, and canceling early means an early termination fee proportional to whatever's left on the deal. That fee is the real reason people stay with a provider they don't like — not because the internet is good, but because leaving costs more than staying. oxio doesn't do term contracts on any plan, which already removes that trap. The 60-day guarantee goes one step further: it's a real refund window, not just the absence of a penalty.
What actually qualifies
The guarantee applies if you're a first-time oxio customer, your account balance is at $0, and you cancel within 60 days of your activation date — not your order date. It's meant for real dissatisfaction, not comparison shopping: switching because you found a marginally cheaper plan somewhere else, or expecting gigabit speeds out of an entry-level plan you picked yourself, isn't what it covers. What it does cover is genuine service problems — and only after you've actually opened a request with Technical Support about them. Mentioning an issue for the first time in your cancellation request, without ever giving support a chance to fix it, won't qualify either.
How to actually use it
If it's not working out, the process starts with Customer Care over live chat or text — not a phone call, since oxio's support is message-based by design. You explain what's wrong, confirm you want to cancel, and ask for the guarantee within 10 days of that cancellation going through. From there, you box up the equipment and send it back; once it's received and scanned at the warehouse, the refund lands in roughly 10 to 12 business days. That timeline is worth knowing upfront, so "I canceled two weeks ago and haven't seen a refund yet" doesn't turn into a moment of panic — the equipment return is the step that actually starts the clock.
The honest read
A guarantee only means something if the company backing it also gives you a real way to get help before day 60 shows up. We haven't needed the 60 days ourselves, but knowing it's there changes how a signup feels — it's less "here's hoping" and more "worth trying." If you're weighing oxio against whatever you've got now, code makes that first test drive free for the first month, guarantee included.