1. Introduction
At ConnectUAE, we are committed to ensuring your satisfaction with our mobile connectivity solutions and services. This Refund Policy outlines the conditions under which we provide refunds for our services.
By purchasing our services, you agree to the terms of this Refund Policy. Please read this policy carefully before making a purchase.
This Refund Policy applies to all services offered by ConnectUAE, including but not limited to SIM cards, mobile plans, data packages, and other telecommunications services in the United Arab Emirates.
2. General Refund Conditions
2.1 Eligibility for Refunds
Refunds may be issued under the following circumstances:
- Service was not activated due to technical issues on our part
- You were charged multiple times for the same service
- The service provided was substantially different from what was advertised
- The service was canceled within the cooling-off period (where applicable)
2.2 Non-Refundable Items
The following items and services are generally non-refundable:
- Activated SIM cards and eSIMs
- Prepaid mobile credit once added to an account
- Used or partially used data plans and packages
- Service activation fees
- Personalized or special-order items
- Services canceled after the cooling-off period (where applicable)
2.3 Cooling-Off Period
For certain services, we offer a cooling-off period of 7 days from the date of purchase, during which you may cancel the service and request a refund if the service has not yet been activated or used.
The cooling-off period does not apply to:
- Services that have been activated or used, even partially
- Tourist and short-term plans due to their immediate nature
- Custom or personalized services
- Emergency services requested with expedited delivery
3. Service-Specific Refund Policies
3.1 Tourist and Short-Term Plans
Eligibility: Tourist and short-term plans may be refunded only if:
- The plan was not activated (SIM card not inserted or eSIM not downloaded)
- The refund is requested within 24 hours of purchase
- Technical issues on our part prevented service activation
Non-Refundable Scenarios:
- SIM card or eSIM has been activated
- You no longer need the service (e.g., changed travel plans)
- Network coverage issues beyond our control
- Compatibility issues with your device that were not due to misinformation from our side
3.2 Resident Plans
Eligibility for Prepaid Resident Plans:
- Service not activated within 7 days of purchase due to issues on our side
- Plan purchased but not yet activated and refund requested within the 7-day cooling-off period
Eligibility for Postpaid Resident Plans:
- Service not activated within 7 days of approval due to issues on our side
- Significant service issues persisting for more than 72 hours despite our technical support
Early Termination: Postpaid plans canceled before the minimum contract period are subject to early termination fees as specified in your service contract. These fees are not refundable.
3.3 Business Solutions
Business solutions are custom packages, and refund policies are specified in the business contract. Generally:
- Setup fees and initial payments are non-refundable once service implementation has begun
- Recurring charges may be prorated for the unused portion if service is terminated with proper notice
- Early termination fees may apply as specified in the business contract
3.4 Additional Services
For add-on services such as international roaming packages, data boosters, or specialized services:
- Unused and unactivated add-ons may be refundable within 24 hours of purchase
- Activated or partially used add-ons are non-refundable
- Automatic renewals can be canceled at any time, but fees already charged for the current period are non-refundable
4. Refund Process
4.1 How to Request a Refund
To request a refund, please:
- Contact our customer service team within the eligible refund timeframe by:
- Provide the following information:
- Your full name and contact details
- Order number or transaction ID
- Date of purchase
- Service or product purchased
- Reason for requesting a refund
- Any relevant documentation (e.g., payment receipt, service issues documentation)
4.2 Processing Time
Refund requests will be processed within the following timeframes:
- Initial review and acknowledgment: Within 2 business days
- Decision on refund eligibility: Within 5 business days of receiving all required information
- Processing of approved refunds: Within 10 business days after approval
4.3 Refund Methods
Refunds will be issued using the same payment method used for the original purchase:
- Credit/debit card payments: Refunded to the same card
- Bank transfers: Refunded to the originating bank account
- Digital wallets: Refunded to the same digital wallet account
Please note that it may take an additional 5-10 business days for the refund to appear in your account, depending on your payment provider's processing times.
4.4 Partial Refunds
In some cases, we may offer partial refunds when:
- Only part of the service was not delivered as promised
- A service was partially used before issues arose
- Administrative or service fees have been incurred that are non-refundable
5. Special Considerations
5.1 Regulatory Compliance
Due to UAE telecommunications regulations, certain fees related to SIM registration, documentation verification, and regulatory charges may be non-refundable even if the main service is refunded.
5.2 Technical Issues
For services affected by technical issues:
- We will first attempt to resolve technical issues through our support channels
- If technical issues cannot be resolved within 72 hours and are determined to be within our control, you may be eligible for a refund
- Issues related to the underlying carrier networks (Etisalat by e&, Du, Virgin Mobile UAE) may be subject to their respective policies
- Device compatibility issues that were not due to misinformation from our side are not grounds for a refund
5.3 Force Majeure
We may not provide refunds for service disruptions caused by circumstances beyond our reasonable control, including but not limited to:
- Natural disasters
- Government actions or regulations
- Network outages from third-party providers
- Other force majeure events
6. Customer Satisfaction Guarantee
While we maintain the refund policies outlined above, we are committed to customer satisfaction. If you experience issues with our services that are not explicitly covered by this refund policy, please contact our customer service team. We will evaluate each situation on a case-by-case basis and strive to find a fair resolution.
7. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. The policy in effect at the time of your purchase will apply to that transaction.
We encourage you to review this Refund Policy periodically for any changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.
8. Contact Us
If you have any questions about our Refund Policy, please contact us:
ConnectUAE
8 Isla Heights
Leanneshire, CV8 1LS
United Kingdom
Email: [email protected]
Phone: +44 571 736 1036
