How to request a refund

Tags: Payment, Refunds, Billing

Request a refund through customer care

We can organise a refund if:

Closed your account and paid by direct debit?

If you've cancelled your services and your final bill has a credit balance of $5, or more, from a direct debit over-payment, we'll automatically refund it to the bank account or credit card you used. Automatic refunds can only happen if direct debit was your last payment method so if you used a different payment method, or the amount's less than $5, please contact us.

Requesting a refund

To request a refund, give our Customer Care team a call.

Or, if you've over-payed your last bill, you can leave your account in credit and it'll automatically be deducted from your next bill.

How will your money be refunded?

Your credit will usually be refunded through the same payment method you used to make the credit.

If the payment was made by:It will be refunded to:
Credit card or debit cardThe same credit card or debit card
BPAYBank account
CashBank account or credit card
Direct debit from bank accountBank account
ChequeBank account

We might need to confirm your bank account or credit card details to process your refund, which can only be done over the phone. Once we've refunded your credit, we'll send you a TXT to confirm.

How long does it take?

Depending on the payment type, it can take up to 7 business days for a refund to reach you.

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