welo Ground Rules

Welcome to welo—we’re really glad you’re here.

Before we jump into all the good stuff welo has to offer (reliable internet, no nonsense pricing, fewer headaches, etc.), there are a few Ground Rules we want to be upfront about.

No sneaky stuff or buried asterisks, just clarity about how our services work.

Some of these may seem super obvious—but we believe transparency beats surprises every time.

We’re all humans here, and it helps to know who we’re talking to. 

When you sign up for welo, please use your real name. No company names, no initials-only, no aliases (sorry, Batman.) 

welo is also designed for people inside their own cozy homes—not businesses, landlords, or rental portfolios

That means:

• Limit one household per account.

• No sharing service across multiple addresses.

• No reselling or redistributing your connection.

TLDR: Use your real name when signing up. And if you’re looking to get internet for any space other than your home, welo service is probably not the best fit.

Because we’re an all-digital, all-online company, you’ll also need to use a valid, up-to-date email address on your account at all times. We’ll send important stuff like order updates, billing receipts, authentication codes, and more to this address.

Note: Before we discuss any details or make any changes to your account, we’ll verify your identity through multi-factor authentication (MFA). We’ll do that by sending a verification code to your email or phone number on file.

We don’t offer customer service over the phone, but we’re always there when you need us with our 24/7 friendly online chat support. In certain situations, we may offer a tech call back option for technical issues that require some extra support.

For policy geeks, you can see our Privacy Policy.

We really care about giving you an experience you’ll love—that’s why we created our 60-day money-back satisfaction guarantee. 

Refunds under our 60-Day guarantee  are limited to documented service performance issues that welo is unable to resolve. Refunds will not be issued for reasons unrelated to service quality, such as relocation or change in financial circumstances. We’re also not able to refund anyone who is trying to take advantage of us (like signing up multiple times, trying to use the guarantee more than once, or at multiple addresses, etc.) or otherwise acting in bad faith.

Here’s how to get your refund:

• When you cancel we will ask why you’re leaving us, if you think you’re due a refund under our satisfaction guarantee, at this point you need to explicitly ask us for your refund;

• After you cancel on our website, if you’ve requested a refund we will send you an email follow up, you need to get back to us within 5 days in order for us to grant you a refund;

• After we talk, if you’re sure about breaking up you will need to send us our equipment back, we will only send you your refund once we receive our equipment from you. We’ll send return instructions to your email.

  • FYI: We supply the shipping label, but not a box for your return. You can use an old shoe box or buy a box at the USPS store.

When you cancel under the 60-day money-back guarantee, your service disconnection will take place on the day of cancellation and cannot be future dated.

We mean it when we say customers love our service—and we love it when you tell your friends, family, coworkers, or strangers on the bus about us. 

That’s what welo Referrals is all about.

After you sign up for welo internet, you’ll get a unique referral code. Every time someone uses your referral code, you both get $100 credit to your account after your friend stays with us for 60 consecutive days. 

We encourage you to share your referral code with absolutely anyone, anytime, anywhere. Share as many times as you like. No limits.

You can earn a ton of free internet this way, but you should know: referral credits are non-transferable and non-refundable/non-exchangeable for money if you ever need to leave welo.

See all legal details and rules about welo Referrals here.

We’re not into the whole “introductory rate” thing. The price you sign up for is the price you keep, as long as the account stays in your name, and the address doesn't change. Plus, as technology continues to level up, we might even give your speeds a boost on the house—your price doesn’t budge. That’s just how we roll.

A WiFi 6 Gateway is included in all of our internet plans. Your bill will include a rental fee but don’t worry - it doesn’t impact your bottom line or the prices we advertise. When we promise you a price for life, that price includes your Gateway.  

We love providing our customers awesome equipment, but when your service ends, we definitely still need it back. 

If you decide to leave welo (which we hope is a long, long time from now) or if we’re swapping out equipment for you, we’ll need old equipment returned to our warehouse within 15 days. If it doesn’t make it back in that window, we’ll have to charge you for it. 

When you return your equipment, we ask that it is in roughly the same condition as when you got it from us. Accidents do sometimes happen though, so if your equipment gets damaged or lost, you can see all the costs of replacing equipment in the chart below.

Want to use your own modem? If it’s compatible, go for it. But just a heads-up that we can’t jump in to troubleshoot or fix connection issues on gear we don’t own. So if your modem starts acting up, the manufacturer is your go-to.

Using your own modem also means you’ll miss out on some of the good stuff we offer, like the Plume Home app, built-in security features, and parental controls. Either way, we’ve still got your back with our amazing customer support for everything else.

If you’re not sure if your gear will work with our network, chat with one of our experts and we'll help you figure it out.

Our accountants keep reminding us that we can’t include everything in our service no matter how much we want to.

Some things come with extra fees, which we’ll remind you of before we need to charge you for them. In the sake of transparency however, you can also see them here:

The internet is a big, messy place. It is also literally a series of thousands of miles of wire buried under the street or strung along poles.

Sometimes, a cable will be cut, the power will go out somewhere, or there will be a technical issue that slows down or stops your connection for a while. It sucks, but it happens.

If something goes a little haywire, we do our best to get you back online as soon as possible. In order to help you, we might need you to do some troubleshooting with us (think: turning it off and on again) or running some tests with us. If you don’t respond to our messages, don’t participate in troubleshooting, or we can’t get the information we need to start working on the problem, this will obviously cause delays.

We’re a proudly all-digital, all-online company. That means we do all our business over the internet and all our customer support over chat.

But there are real people behind our screens.

We have absolutely zero tolerance for any kind of rude, disrespectful, vulgar, or harassing behavior towards our team.

If you harass, abuse, threaten, swear at, or otherwise act poorly towards our staff, we might have to break up. This could include, as a last resort, terminating our agreements and services and banning you from our networks.

The world needs more kindness—let’s all lead by example.

We’d hate to see you go and we hope that if you have an issue you’ll reach out to us on the Support Hub so we can help you fix it.

That said, if you really do need to cancel your services, you can do so by submitting a ticket through your Account Hub or by reaching out to welo Support through chat.

Remember: To cancel your service we’ll need to authenticate your identity through multi-factor authentication (MFA). That means you’ll need access to the email or phone number associated with your account.

Another thing: Just unplugging your equipment and/or sending it back to us will not cancel your service or stop your billing. We also can’t refund or credit you for time you “weren’t using your connection.”

Upgrade, downgrade, or even cancellation, no matter the change, we’re here for service that’s easy and fair.

Here’s what you should know when making changes to your plan:

• We do things monthly: We run on a monthly subscription model. That means on your billing date each month, you pay for your upcoming month of service.

• Downgrades or saying goodbye: Life happens, we get it—that’s why we have no contracts and don’t tie you down to a plan.

  • If you decide to cancel or downgrade, the change kicks in on your next billing date.

  • Since you’ve already paid for your current month, you’ll keep enjoying your original service until that month wraps up.

• Leveling up: Want more speed? We love that for you.

  • If you upgrade your plan or add a new service mid-cycle, we will process that change immediately.

Whether you're heading off on an adventure or just need a breather, you can hit pause on your service whenever you need.

Here’s the lowdown on how our seasonal suspension works:

• Keep it simple: Pause your account for just $5 per month.

• Your time, your way: You can pause your welo services for up to 6 months in any 12-month period. Chat with an agent to learn more.

• Automatic updates: If you hit that 6 month limit, we’ll automatically switch your account back to “active” so you don't miss a beat. We’ll send you an email before your pause expires so you aren’t surprised.

If we don't hear from you by your 6-month limit date, your service and standard billing will resume automatically on your next billing cycle.

From time to time, we may change, modify, add, or remove information or content from our Ground Rules without notice. We invite you to consult this page regularly for the most up-to-date information.