{"content":{"referenceId":"63d885d3-c269-21f9-69d6-3ed1b2fd18e9","title":"What is a demand surcharge?","body":"Please visit <a href=https://starlink.com/support/article/63d885d3-c269-21f9-69d6-3ed1b2fd18e9>support.starlink.com</a> or update your Starlink App to view this topic.","bodyMarkdown":"In certain locations where network demand is high, a one-time demand surcharge may apply when purchasing or activating Starlink service.\n\n---\n\n### When the surcharge applies\nThe demand surcharge is determined by:\n- Your service address\n- The service plan selected\n\nThis charge only applies when:\n- Purchasing new Starlink service, or\n- Activating a new service plan in a high-demand area\n- Changing service address to a high-demand area\n- Moving between service addresses\n\nDemand surcharges are applied per service line, not per account. Each active service line is evaluated independently based on its registered service address and plan. Because network demand changes over time, a service line at the same address may have changed plans earlier without a surcharge, while a later change on another service line is charged one.\n\n​\n\n### Changing your service address\nIf you change your service address, the following may occur:\n\n- **High-demand area → another high-demand area**  \n  The demand surcharge will be prorated. Any previously paid surcharge for that specific service line will be credited toward the new location’s surcharge, and you may only pay the difference if applicable.\n\n- **High-demand area → non-high-demand area**  \n  No additional surcharge will apply at the time of the move.\n\n- **Non-high-demand area → high-demand area**  \n  A new demand surcharge may be required based on current network capacity.\n\nIf you have multiple service lines on one account, moving one line does not affect surcharges tied to other service lines.\n\n​\n\n### Standby Mode and demand surcharges\nStandby Mode does not remove or waive demand surcharges. It only preserves your previous eligibility for your service address.\n\n- If you already paid a demand surcharge for that specific location, you can pause service with Standby Mode and later resume high-speed service at the same address without paying the surcharge again.\n- If you have not previously paid a demand surcharge for that location, one may apply when you resume high-speed service. This depends on your location and available plans at the time of resumption.\n\n​\n\n### Hardware replacements\nIf your hardware needs to be replaced (due to damage, defect, or other issues), please contact Starlink Support before purchasing a new kit through retail channels.\n\nSupport can process a replacement under your existing service line. This does not create a new service line and typically avoids triggering a demand surcharge.\n\nIf you purchase a new kit via retail instead of going through Support, this creates a new service line. As a result, you will be subject to the demand surcharge if your service address is in a high-demand area at the time of activation.\n\nWe strongly recommend reaching out to Support first for any replacement needs to avoid unnecessary charges.\n\nIf you were charged a demand surcharge for a replacement kit, contact Starlink Support with the invoice number so the charge can be reviewed.\n\nA demand surcharge charged after you changed your service address into a high-demand area, changed from a Roam plan to a Residential plan, resumed high-speed service, or activated a new service line in a high-demand area is valid and cannot be waived. This includes service address changes made by mistake. A demand surcharge should not be charged when you switch to Standby Mode or to a Roam plan. If that happened, contact Starlink Support with the invoice number.\n\n\n​\n\n### Future plan changes\nIf you switch service plans later, a demand surcharge may be applied depending on availability and demand in your area at the time of the change.\n\n​\n\n### What if I want to move back to my previous service address?\nIf you move your service back to a previous address in the future, a demand surcharge may apply depending on network demand at that time. This is uncommon but may occur if availability has changed.\n\n​\n\n### Refund policy\nIf you are not satisfied with Starlink and return your hardware within the 30-day return window, any eligible demand surcharge will be refunded.\n\nPricing, availability, and surcharge amounts may change based on network capacity and regional demand.\n\n","activeForCustomerView":true,"activeForOrderFlow":false,"activeForChatbot":true,"useMarkdown":true,"categories":[114],"pinnedIndex":null,"suggestAppOnDownvote":false,"includedCountries":[],"excludedCountries":["IN"],"createdDate":"2024-09-11T22:38:00.616984+00:00","modifiedDate":"2026-04-09T02:00:24.05098+00:00"},"errors":[],"warnings":[],"information":[],"isValid":true}