How to request a refund

Tags: Payment, Refunds, Billing

Organising a refund through customer care

In most circumstances, 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 overpayment, we'll automatically refund it to the bank account or credit card you used. For all other payment methods or amounts less than $5, you'll need to contact us.

Requesting a refund

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

Alternatively if you have made an overpayment, you're able to leave the credit against your account and it will be automatically paid toward your future invoices.

How will your money be refunded?

Your credit will usually be refunded to you by the same payment method used when the credit was generated:

If the payment was made by: Then it will be refunded to:
Credit card or debit card The same credit card or debit card
BPAY Bank account
Cash Bank account or credit card
Direct debit from bank account Bank account

We may need to re-confirm your bank account or credit card details in order to process your refund. Once your refund's been processed, we'll send you a TXT to let you know.

How long does it take?

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

Important information

  • In some instances, depending on the amount required for refund and the circumstances behind it, we may need to investigate your refund request before determining whether the refund can proceed

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