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balance not received within ten (10) days after the due date may be assessed a reasonable processing charge based on administrative costs, not to exceed $5.00 per month. (4) A Franchisee must notify the Subscriber periodically that he or she can remit payment in person at the Franchisee's office(s) and inform the Subscriber of the address of the office(s). (5) Subscribers shall be refunded any processing fee or late fee or other penalty attributable to Franchisee's failure to timely or correctly bill the Subscriber, or failure to properly credit the Subscriber for a payment timely made. (6) On request, the account of any Subscriber shall be credited a prorated share of the monthly charge for the service if said Subscriber is without service or if service is substantially impaired for any reason for a period exceeding four (4) hours during any twenty-four (24) hour period, except where it can be documented that a Subscriber seeks a refund for an outage or impairment which that Subscriber caused, or which was caused by third parties and not within the control of the Franchisee, or in the case of a planned outage occurring between the hours of 12:00 midnight and 6:00 a.m. of which the City received the required prior notice. The Subscriber must, however, affirmatively ask for the refund, either orally or in writing, and describe the event that triggered the request. The Franchisee has the fight to confirm that such a refund is required under the circumstances. (7) Franchisee shall respond to all written billing complaints from Subscribers within thirty (30) days. (8) Refund checks to Subscribers shall be issued no later than (1) the Subscriber's next billing cycle following resolution of the refund request; or (2) thirty (30) days after the date of return of all equipment to Franchisee, if service has been terminated. (9) Credits for service shall be issued no later than the Subscriber's next billing cycle after the determination that the credit is warranted. g. DisconnectiotFDowngrades. (I) A Subscriber may terminate service at any time. (2) A Franchisee shall promptly disconnect or downgrade any Subscriber who so requests by giving at least ten (10) days notice and reasonably cooperating with the Franchisee regarding the removal of the Franchisee's equipment from the Subscriber's location. No charge may be imposed for any voluntary disconnection, and downgrade charges must comply with the requirements of federal law. No charge may be imposed by any Franchisee for any Cable Service delivered after the requested date of disconnection.