Frequently asked questions
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Getting started is simple. After signing up, simply top up your account balance to begin distributing your refunds via single or bulk submission. Please see our Tour page for a full tour of our dashboard.
On each refund, a charge of 99p (plus VAT) will be debited from your account balance, depending on your VAT status. On average, this works out much cheaper than sending a cheque by post.
VAT for UK-based companies is charged at the regular 20%. This is the same for companies based outside of the EU. For EU-based companies, no VAT will be added to the charge per refund.
At present, we are connected with EE, Three UK and O2, and are currently working on enabling Vodafone. O2 and EE are expected to complete their commercial launch in Q418.
Yes. If you’re a merchant based outside of the UK, you are still able to use our website to process refunds. Please note any network provider restrictions and VAT charges as mentioned above.
Yes, you can. After registering and creating an account with us, you'll then have the ability to link several other accounts to your own, which you can manage from within the dashboard.
Absolutely. We recommend adding an extra layer of security to your account by activating MobileRefund’s two-factor authentication, which account holders can enable or disable at any time.
Account holders can view and download PDF files for each individual refund processed, which can then be provided to the recipient, mobile operator or PSA. You can also view your invoices from the dashboard.
We can process refunds for the following services that consumers have used: Premium SMS, Charge to Bill, Voice Short Codes, Payforit, non-geographic numbers, 0900 and 118 numbers, and charity donations.
You can add funds to your account balance via credit/debit payment or BACS transfer. Credit/debit payments should clear immediately, whereas BACS transfer take roughly one business day to clear.
Unfortunately, MobileRefunds is a self-service platform designed for the account holder to use. Therefore, we cannot process refunds on behalf of any account holders.
Yes. The recipient will receive an automatic confirmation text, detailing the amount refunded and your helpline number. You can also download a confirmation PDF from within our dashboard which can be passed on.
At MobileRefunds, we offer pre-payment only, as we have to pay mobile networks in advance. Therefore we are unable to offer credit terms on an account.
Currently, MobileRefunds is focusing on returning refunded money to a mobile bill only. Although we use the crediting API to do this, our commercial agreements prohibit us from offering this service.
We're a self-service platform who facilitate money being returned only. If you believe you're owed a refund, we advise you to find the person who billed you and suggest using our service to quickly refund you.
We facilitate refunds between the values of 25p and £30. If your refund equals more than this amount, your refund will be administered across multiple transactions. E.g. £50 would be returned via £30 and £20.