Refund Policy

- Return and Refund Policy

1. General provisions

This Refund Policy establishes the conditions for returning physical goods and obtaining refunds for prepaid telecommunications services purchased from ("SkyTel", "Company", "we" or "us").

This Policy applies to both business and individual customers, subject to the applicable contractual terms and mandatory legal requirements.

This Policy covers:

- Physical goods purchased from SkyTel;

- Prepaid telecommunications services, including VoIP, SIP trunking, Cloud PBX, virtual telephone numbers and other non-mobile telecommunications services provided by SkyTel.

Mobile telecommunications services, including mobile voice, mobile data, roaming, SIM and eSIM service packages, are excluded from the voluntary refund arrangements established by this Policy. Refunds for such services are governed by their applicable service-specific terms and mandatory law.

The exclusion of mobile telecommunications services does not affect the statutory rights of consumers or other rights that cannot lawfully be excluded.

2. Return of physical goods

Customers may request the return of physical goods within 30 calendar days from the date of receipt.

To initiate a return, the Customer must contact SkyTel within this period and provide proof of purchase and information identifying the goods to be returned.

During the statutory withdrawal period, consumers may inspect and handle the goods to the extent necessary to establish their nature, characteristics and functioning. The absence of original packaging or reasonable inspection of the goods does not, by itself, eliminate the consumer's statutory right of withdrawal.

For returns requested after the statutory withdrawal period but within 30 calendar days of receipt, the goods must be unused, in their original condition and returned with their original packaging and supplied accessories, unless otherwise agreed by SkyTel.

The Customer must return the goods within 14 calendar days after notifying SkyTel of the return request, unless another period is agreed.

Customers are responsible for the direct costs of returning goods, except where the goods are defective, incorrect, or SkyTel is otherwise required by law or agreement to bear these costs.

The Customer may be responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to inspect them, to the extent permitted by applicable law.

Returns of defective, incorrect or non-conforming goods are handled in accordance with applicable statutory rights and are not limited to the voluntary 30-day return period.

3. Refunds for prepaid telecommunications services

Customers may request a refund of their unused prepaid account balance when terminating the relevant telecommunications service or customer account.

The refundable amount is determined on the basis of the Customer's available prepaid balance at the time of termination, subject to outstanding service charges, applicable contractual deductions, penalties, damages and other amounts lawfully payable by the Customer.

Charges for services already provided or consumed, including completed calls, allocated telephone numbers, completed service activations and elapsed subscription periods, are not automatically refundable.

Refunds of prepaid service packages, recurring charges, activation fees and other service-specific charges are governed by the applicable service agreement, tariff plan, Public Offer Agreement and mandatory law.

Promotional credits, bonuses and other credits not paid for by the Customer are not redeemable for cash unless otherwise agreed or required by law.

Customers may request a refund of their unused prepaid balance upon termination of the relevant service or account. The 30-day refund processing period established by this Policy does not impose a 30-day expiry period on prepaid funds.

4. Fraud, prohibited activities and payment disputes

SkyTel reserves the right to suspend or terminate services, apply contractual penalties, claim compensation for damages and retain or apply prepaid funds in accordance with the applicable Public Offer Agreement, Terms of Service, Acceptable Use Policy and applicable law.

Where there are reasonable grounds to suspect fraud, unauthorised transactions, unlawful use of services or other material contractual violations, SkyTel may investigate the relevant circumstances and take legally permitted measures to protect its customers, telecommunications infrastructure and payment systems.

SkyTel may temporarily withhold disputed funds where legally permitted and reasonably necessary to investigate suspected fraud, resolve payment disputes or comply with applicable banking, payment processing or regulatory requirements.

Any outstanding refund shall be determined after taking into account the Customer's applicable contractual and statutory obligations.

Where a refund, payment reversal or other corrective action is required by applicable law, payment system rules or a binding decision of a competent authority, SkyTel shall process it in accordance with the relevant requirements.

5. Refund procedure and processing time

To request a return or refund, the Customer must contact SkyTel by email at .

The request should include the Customer's name, Customer ID or order number where applicable, proof of purchase or payment, the goods or services concerned and the reason for the request, where relevant.

For telecommunications services, the Customer should also indicate whether the relevant service or customer account is to be terminated.

SkyTel may request additional information reasonably necessary to verify the Customer's identity, establish payment ownership, determine the refundable amount or process the refund.

Refunds for prepaid telecommunications services shall normally be processed within 30 calendar days after receipt of a valid refund request and the information necessary to process it, unless applicable law requires an earlier refund.

Refunds relating to the statutory withdrawal of consumers shall be processed without undue delay and within the applicable statutory time limit, generally no later than 14 calendar days after receipt of the withdrawal notice. In the case of physical goods, SkyTel may withhold reimbursement until the goods have been received or the Customer has supplied evidence of having sent them back, whichever occurs first.

For returns of physical goods made under the additional voluntary return period, refunds shall normally be processed within 14 calendar days after receipt and inspection of the returned goods.

Refunds will normally be issued to the original payment method. Where necessary, SkyTel may use another verified payment method, subject to applicable legal, banking and payment processing requirements.

Any applicable deductions, refund fees or transaction charges must comply with the relevant contractual terms and mandatory law.

For statutory consumer withdrawals, reimbursement shall include the applicable standard delivery costs and shall not be subject to unauthorised refund fees or deductions.

For voluntary returns outside the statutory withdrawal period, original delivery costs are not refundable unless otherwise agreed or required by law.

The time required for refunded funds to appear in the Customer's account may depend on the relevant bank or payment service provider.

6. Applicable agreements and statutory rights

This Policy supplements the applicable Public Offer Agreement, Terms of Service, individual service agreements and other service-specific conditions of .

In the event of a conflict between this Policy and the applicable Public Offer Agreement or an individually negotiated service agreement, the relevant agreement shall prevail to the extent permitted by law.

Nothing in this Policy limits mandatory consumer protection rights, statutory rights relating to defective or non-conforming goods or services, or other rights that cannot lawfully be excluded.

7. Contact information

Registration number:

TAX/VAT number:

Address:

Email:

Telephone:

Website: https://skytel24.com