As part of our commitment to keeping our customers and staff safe during the coronavirus outbreak, we’re allowing you to submit cashback claims via email, rather than post.
To submit a claim, follow these simple steps:
- Start an email quoting your name, order number and the voucher number that corresponds to your claim – you can find your voucher number on the cashback claim form you received with your mobile phone.
- Attach a PDF copy of the relevant airtime bills to your email, detailed below. Note that screenshots of your bill can’t be processed – please download and attach a full PDF copy of your bill.
- With your order details quoted and relevant airtime bill now attached, please send your email to us at [email protected].
Claims submitted by post will still be accepted. However, we strongly recommend that you submit claims via email, wherever possible, to help minimise risks around the spread of coronavirus.
12-Month Contracts
Line rental refunds for 12-month contracts and text pack/bundle refunds will be paid in four equal amounts in line with the following timescales and information provision:
(a) your first five airtime bills (where your first bill is the first correspondence from your network requesting ANY payment) and your first claim voucher within 60 days of the invoice date on your 5th airtime bill;
(b) your 6th and 7th airtime bills and your second claim voucher within 60 days of the invoice date on your 7th airtime bill;
(c) your 8th and 9th airtime bills and your third claim voucher within 60 days of the invoice date on your 9th airtime bill;
(d) your 10th, 11th and 12th airtime bills and your fourth claim voucher within 60 days of the invoice date on your 12th airtime bill.
18-Month Contracts
Line rental refunds for 18-month contracts and text pack/bundle refunds will be paid in five equal amounts in line with the following timescales and information provision:
(a) your first four airtime bills (where your first bill is the first correspondence from your network requesting ANY payment) and your first claim voucher within 60 days of the invoice date on your 4th airtime bill;
(b) your 5th, 6th 7th and 8th airtime bills and your second claim voucher within 60 days of the invoice date on your 8th airtime bill;
(c) your 9th, 10th, 11th, and 12th airtime bills and your third claim voucher within 60 days of the invoice date on your 12th airtime bill;
(d) your 13th, 14th and 15th airtime bills and your fourth claim voucher within 60 days of the invoice date on your 15th airtime bill;
(e) your 16th, 17th and 18th airtime bills and your fifth claim voucher within 60 days of the invoice date on your 18th airtime bill.
24-Month Contracts
Line rental refunds for 24 month contracts and text pack/bundle refunds will be paid in six equal amounts in line with the following timescales and information provision:
(a) your first five airtime bills (where your first bill is the first correspondence from your network requesting ANY payment) and your first claim voucher within 60 days of the invoice date on your 5th airtime bill;
(b) your 6th, 7th, 8th, 9th and 10th airtime bills and your second claim voucher within 60 days of the invoice date on your 10th airtime bill;
(c) your 11th, 12th, 13th and 14th airtime bills and your third claim voucher within 60 days of the invoice date on your 14th airtime bill;
(d) your 15th, 16th and 17th and 18th airtime bills and your fourth claim voucher within 60 days of the invoice date on your 18th airtime bill;
(e) your 19th, 20th and 21st airtime bills and your fifth claim voucher within 60 days of the invoice date on your 21st airtime bill;
(f) your 22nd, 23rd and 24th airtime bills and your sixth claim voucher within 60 days of the invoice date on your 24th airtime bill.
