1. Introduction
This Return and Refund Policy provides clear guidance on how requests for service cancellations, returns, or refunds are managed by Velocity Telecom. The goal of this document is to ensure transparency and to explain how adjustments are processed in a structured and professional way. The policy is applicable to all customers who use our website or subscribe to services such as mobile & internet plans in the UAE. It is designed to support user understanding without the use of technical or legal jargon. Regular reviews are conducted to keep this policy aligned with industry standards and customer expectations.
2. Scope of Application
This policy applies to services provided by Velocity Telecom, including mobile data packages, home WiFi connections, and TV add-ons. As a mobile telecom provider, our focus is on clarity in presenting how service cancellations and refunds are handled. The guidelines outlined here cover both individual users and business clients. They are intended to set fair expectations and prevent misunderstandings regarding service adjustments. All customers engaging with our services agree to follow these conditions.
3. Eligibility for Returns and Refunds
Refunds or returns may be requested if a service has not been activated, delivered, or if it was billed in error. Customers must submit a request within a reasonable timeframe to allow proper processing. Refunds are not applicable once a service has been fully delivered or consumed. For example, if a mobile data plan or WiFi package has been activated and used, the amount paid cannot be refunded. This section ensures fairness by outlining when refunds are possible and when they are not, avoiding unrealistic expectations.
4. Process for Requesting Refunds
To request a refund, customers should contact our support team using the official communication channels listed below. The request must include customer details, service type, and a clear description of the issue. Once received, the request will be reviewed and processed according to internal procedures. If approved, the refund will be issued through the same payment method originally used. This structured process ensures transparency and allows every case to be handled consistently.
5. Service Adjustments and Cancellations
In some cases, instead of refunds, customers may request a service adjustment or cancellation. Adjustments can include switching between different mobile & internet plans in the UAE, or adding or removing features such as TV packages. Cancellations must be submitted before the start of a new billing cycle to avoid unnecessary charges. Customers of our fast speed mobile telecom UAE services are encouraged to review plan details carefully before requesting changes. All adjustments are processed in line with this policy to ensure clarity and fairness.
6. Timeframes for Refund Processing
Refund requests that meet the eligibility requirements are processed within a standard timeframe, typically within several business days. The exact duration may vary depending on the payment method and banking procedures. Customers will be informed once their request has been approved and processed. Delays may occur due to technical issues or public holidays, but every effort is made to complete refunds promptly. This section is designed to set realistic expectations without creating guarantees that cannot be upheld.
7. Non-Refundable Situations
Certain cases are not eligible for refunds. These include services that have already been delivered, consumed, or activated in full. Administrative fees, if applicable, are also non-refundable. Additionally, failure to use a purchased service within its validity period does not qualify for a refund. By making these conditions clear, we aim to avoid confusion and ensure consistent treatment for all users. This approach ensures transparency and compliance with advertising and user experience standards.
8. Updates to This Policy
This Return and Refund Policy may be updated from time to time to reflect changes in services or regulations. Updated versions will always be published on this page, with the latest revision date indicated. Users are encouraged to check this policy regularly to remain informed. Continued use of the website and services after updates indicates acceptance of the revised terms. All updates will be written in clear and simple language to maintain transparency.
9. Contact Information
For any questions or refund-related requests, please use the contact details below:
Address: Burjuman - 112 12C St - Bur Dubai - Al Hamriya - Dubai - UAE
Phone: +971559176182