Network Guarantee

What is our Network Guarantee?

We’re so confident you’ll love our mobile network, we’ll let you use it for 30 days on a Pay Monthly plan. If you’re not completely satisfied by then, you’ll get your money back on your plan fee and Interest Free phone purchased with your plan. Terms and conditions apply.

Which plans are eligible for the Network Guarantee?

Our Network Guarantee is available with any Consumer Pay Monthly plan or Business plan. Our Network Guarantee isn’t available if you are:

• Currently a Prepay or Broadband customer
• If you’re moving from a Prepay to a Pay Monthly plan or Business plan

Will I also need to return my interest-free phone to get my money back?

Yes. Interest-free phones must be returned in ‘like-new’ condition in its original box with all the original contents to receive a full refund for your interest free phone. If your interest-free phone doesn’t meet the requirements, the outstanding cost of the phone will be added to your final bill. Your refund will include any upfront payment, any interest free instalments paid and the final device balance. iPads and tablets are not included under our Network Guarantee.

Can I keep my interest-free phone while claiming the Network Guarantee?

You do have the option to keep the interest-free phone while claiming our Network Guarantee. We’ll add the outstanding cost of the phone (including any device discounts) to your final bill for payment.

Can I return any accessories I purchased with my interest-free phone?

You can’t return any accessories purchased outright or interest-free when claiming our Network Guarantee. If you purchased your accessory on an interest-free plan, any remaining balance will be added to your final bill for payment.

I received a gift with my new phone. Can I return it under the Network Guarantee?

Any gift you received with your new phone along with your Pay Monthly plan or Business plan cannot be returned under our Network Guarantee. The value of the gift will be added to your final bill for payment.

Can I return my new phone if I traded in an older phone at the time of purchase?

You can’t return your new phone if you traded in an older phone at the time of purchase. We’ll add the outstanding cost of the phone (including any device discounts) to your final bill for payment.

Can I return my new phone if I bought it outright with my Pay Monthly plan?

If you bought your new phone outright, you cannot return it while claiming our Network Guarantee.

Are there any charges that won’t be refunded under the Network Guarantee?

The only charges we will refund are your Pay Monthly plan or Business plan fee and interest-free phone charges (where applicable). Charges that won’t be refunded under our Network Guarantee include but are not limited to:

• Credit card surcharge fees
• Cost of any Add-Ons purchased
• Cost of any overage
• Cost of any Data Clock packs purchased
• Cost of any overseas calls made
• Cost of any roaming charges
• Cost of any calls or texts (including short codes) to premium numbers

Can I move my number to another provider while claiming the Network Guarantee?

Yes, you can move your number to another provider. We will need to complete the transfer of your mobile number before we refund your money under our Network Guarantee.

How long will it take for my money to be refunded?

If you are due for a refund, it could take up to 3 weeks after we send your final bill. All payments will only be made to your nominated bank account.