Q: I'm still waiting for my cheque, how long should I wait?
A: Please allow 8 weeks for you to receive your cashback cheque.
Q: I sent my claim in, but I haven't heard anything from you, what do I do now?
A: It can take up to 14 days for your claim to be processed. You are able to track your claim via the My Account section and selecting My Claim Status to track your claims progress.
Q: Which bills do I need to send in to claim my cashback?
A: To find out which bills to send, go to My Claim Status in the My Account section of the website.
Q: How long do I have to send in my claim?
A: When your claim is due you will be able to see a DUE NOW option in My Claim Status section of My Account . Once we've received your claim, your account will be updated with a reference number.
Q: Can I send a photocopy of my network bill?
A: No - You can either send your original bill via post or submit an online version via your My Account area. For more information on submitting your bills, please log in to the My Account section.
Q: What information does the bill need to show?
A: All bills sent in must show your name, address, the date of the bill, the tariff, current balance and your mobile number.
Q: I have more than one claim to make, do I send them altogether?
A: You will need to claim separately for each account you have with us by using the order numbers on your order confirmation emails.
Q: What if I want the cheque made payable to someone else?
A: The terms of our cashback offers are that we will only issue the cheque in the name of the person who took out the phone contract. We're therefore unable to make payments to anyone else.
Q: What happens if I change my address or mobile number after the sale?
A: Once your address or mobile number has been changed, you need to visit your My Account section and select the 'My Personal Details' tab to update your details. If you send in your bill to claim and the address and/or mobile number do not match those on our records, your claim will be rejected.
You must send all bills by recorded delivery as we cannot be held responsible for lost items or claims that arrive outside of the 60 day qualifying period.
The submitted bill must include all of the following information: Your name, your address, your mobile phone number, your current tariff and the date of the bill
We cannot accept signed-for deliveries on weekends so please bear this in mind if sending us your claim by post.
We can only accept one claim per envelope or email. Multiple claims in one envelope or email will result in the claim being rejected.
It is the customers responsibility to chase their claim if they haven't received their cashback cheque.
If your network provider increases your line rental inline with inflation, the cashback that you claim will still be worked out and paid using the line rental you signed up to. For example, if you took out a £36 per month contract with your network and they increased the line rental to £36.56 per month half way through, you will still only receive cashabck worked out for £36 per month.
Cashback will not be paid if
You do not complete the minimum term (12, 18 or 24 months) of your contract.
If any of your monthly bills are not paid in full.
If your account is not up to date with payments.
If the network bills sent are not for the same account and in the same name as the one eligible for the cashback.
If your claim is received more than 60 days from the date stated on the network bill you are required to submit.
If your contract has been disconnected (including disconnections made under Lifeline insurance).
If the incorrect monthly bill is received.
You do not inform us of a change in your mobile number. If you decided to change your mobile number since taking out your contract, you must notify us of the change for your cashback claim to be valid. You can tell us about your change by clicking here and logging in to your online account.
In the event that the network takes back commission for any reason, including but not restricted to tariff change down within 120 days and late or non-payment of bills, any cashback claim will be null and void.