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Refunds and returns

Understanding our refund policies helps you know what to expect if you need to request a refund for your plan, device, or service.

Refund policy for monthly plans​

Monthly plans with no usage are eligible for a refund if all of the following are true:

  • The plan was purchased within the last 45 days
  • The plan has been active for less than 30 days
  • The plan is not a Snooze plan

Monthly plans with usage may be eligible for a partial refund:

  • Unlimited plans: refund of the amount paid for the current cycle minus $2 per GB of Premium data used
  • All other plans: prorated refund based on the amount of data consumed

Refund policy for multi-month plans​

Annual plans have no prorated refunds

If you cancel partway through the year, the remaining lump-sum payment is forfeited. No prorated refund is issued for unused months. If you're unsure about committing to a full year, start with a monthly plan.

Multi-month plans are eligible for a full refund if all of the following are true:

  • The plan was purchased within the last 45 days
  • The plan has been active for less than 7 days
  • Usage is within the allowed threshold:
    • Unlimited plans: zero roaming usage
    • All other plans: less than 1 GB used

If you choose to change your plan part-way through a multi-month plan, you won't be eligible for a refund. Also, you may permanently lose access to the plan if it was a temporary offer (such as a Cyber Monday promotional offering).

Unused months on a multi-month plan may be credited towards a new plan by contacting US Mobile customer support. The credit is calculated based on the remaining monthly cycles and is subject to a maximum monthly service credit determined by the total plan cost divided by the plan duration. The actual credit received cannot exceed the value of the new plan.

Monthly credits will only be received for the number of months equal to the unused period of the multi-month plan.

Refund policy for international services​

  • International data eSIMs: eligible for a refund only in cases of service malfunction or technical fault on our end
  • Top-ups: eligible for a refund only if you have zero roaming usage at the time of the request

What's not eligible for a refund​

The following are not eligible for refunds under any circumstances:

  • Snooze plans
  • SIM card and Starter Kit purchases
  • Service from prior or completed billing cycles
  • Plans purchased for a device that isn't eSIM-compatible
  • Plans where setup errors were caused by you
  • eSIMs that you deleted
  • Plans purchased for the wrong network or configuration

To determine whether you're eligible for a refund, contact customer support. You can also review our full refund policy and terms and conditions on our website.

Refunds for US Mobile Protect plans​

If you cancel your US Mobile Protect plan within 30 days of activating, you'll automatically get a full refund.

After 30 days your refund amount will depend on if you paid monthly or annually:

  • If you have an annual plan — your plan stops immediately and you'll receive a prorated refund based on the remaining days.
  • If you have a monthly plan — your plan stops at the end of the cycle and you won't be charged further. Your plan with AKKO stays active for the rest of the current cycle, so you can still file claims if needed.

Returning a device​

US Mobile will gladly issue a refund for a phone purchased within 14 calendar days from the date of receipt if the following conditions are met:

  1. Return items must be in brand-new condition and contain all original manuals, cords, accessories, and any other items included. Brand new condition means no scratches, marks, or blemishes on the product.
  2. US Mobile reserves the right to classify the condition of all return items. All merchandise is visually inspected for signs of wear and tear before the issuance of any refunds, exchanges, or credits.
  3. You can request a free return label. A flat $50 restocking fee applies to all devices. There's no restocking fee for Home Phones.
  4. Returns are only accepted within 14 calendar days of receipt.

Warranty​

All devices and OEM Accessories purchased from US Mobile come with a One-Year Manufacturer Warranty from the original date of purchase unless specified otherwise.

Direct all warranty claims to the product manufacturer. The manufacturer's warranty is offered by the manufacturer only — not by US Mobile — and all claims are subject to the manufacturer's warranty and return policy.

What is an RMA, and how do you request it?​

An RMA (Return Merchandise Authorization) is how you start a return. Contact us and the support team will confirm whether the conditions above are met. If they are, we'll send you an RMA form to fill out with basic details about your purchase — then we'll send you further instructions from there.

If all the conditions above are met, request an RMA form via chat or call our helpline at 1-878-205-0088.

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Submit the RMA form within 24 hours of receiving it. Once it's submitted, we'll let you know if your return is eligible.

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