Last Updated: May 2024
At Contel Mobile, we want to ensure you have a clear understanding of our policies regarding refunds and returns. Because our services are prepaid, our refund policies differ between physical goods (such as SIM cards) and digital services (such as plans and eSIMs).
All sales of prepaid mobile plans, data add-ons, and top-ups are final and non-refundable. Once a plan has been activated or a top-up applied to your account, the value cannot be returned or transferred to another account. We do not offer prorated refunds if you decide to cancel your service or port your number to another carrier before the end of your 30-day billing cycle.
Due to the digital and instant nature of eSIMs, all eSIM purchases are non-refundable once the QR code has been generated and delivered to your email. Please ensure your device is unlocked and eSIM-compatible before completing your purchase. If you experience technical issues downloading your eSIM, our support team will assist you in generating a replacement code at no additional cost.
If you ordered a physical SIM kit directly from Contel Mobile and it has not been opened, activated, or used, you may request a return within 14 days of the delivery date. The SIM kit must be returned in its original condition. Shipping and handling fees are non-refundable, and you are responsible for return shipping costs. Once we receive and inspect the returned SIM kit, a refund for the cost of the SIM will be issued to your original payment method.
If you receive a physical SIM card that is damaged or defective upon arrival, please contact our support team within 7 days of receipt. We will troubleshoot the issue with you. If the SIM is deemed defective, we will send a replacement SIM card free of charge.
If you notice an unauthorized charge or believe there is a billing error, you must notify us within 30 days of the charge date. We will investigate the dispute and, if an error occurred on our end, we will promptly issue a refund or account credit. Disputing valid, authorized charges directly with your credit card company (chargebacks) without contacting us first may result in immediate suspension or termination of your Contel Mobile line.
For assistance with a defective SIM, a billing dispute, or any other issue, our customer success team is ready to help.