Return and Refund Policy

1. Purpose of This Policy
This Return and Refund Policy explains how AirLink UAE handles requests related to cancellations, service adjustments, and equipment returns. The site provides information about mobile & internet plans in the UAE, home Wi-Fi & TV bundles, and fast speed mobile telecom in the UAE. The purpose of this policy is to clarify what users can expect when submitting return or refund requests. Transparency and predictability are prioritized to ensure a straightforward process.

2. General Conditions for Services
Requests for returns or refunds are evaluated based on service status and usage. If a service has not yet been activated, cancellation may be possible under specific conditions. Once a service is active, requests may be reviewed considering the proportion of usage and billing cycle. For example, mobile or broadband data already consumed may be deducted before calculating an eligible refund. These conditions are designed to keep the process consistent and clear.

3. General Conditions for Equipment
If physical equipment is provided as part of a package, it must be returned in original condition. All included components, documentation, and packaging should be intact. Equipment damaged due to misuse or alteration may not qualify for a refund. Requests involving equipment are handled separately from service-related requests. Clear instructions for packaging and return are communicated during the process.

4. Process for Submitting Requests
To initiate a return or refund request, users must provide accurate contact details, service category, and a description of the issue. Once received, AirLink UAE will acknowledge the request and explain the required steps. These steps may include verification of service activation, usage levels, or equipment condition. The requester will receive updates at each stage to maintain transparency. Processing begins only after the necessary details are confirmed.

5. Review and Approval
Requests are reviewed by designated support teams to determine eligibility. Approval or rejection is communicated with clear reasoning and any applicable next steps. If a refund is approved, it will be processed using the original payment method whenever feasible. Users are informed of the expected timeline for completion. In cases where additional verification is required, reasons and instructions are shared to ensure clarity.

6. Non-Returnable Scenarios
Certain circumstances may not qualify for refunds or returns. Examples include significant consumption of mobile data or broadband services, equipment returned in a non-original state, or requests submitted outside the defined timeframe. Requests based solely on expectations unrelated to coverage, device compatibility, or actual service conditions may also not be eligible. These scenarios are outlined to prevent confusion and maintain consistency.

7. Timelines for Resolution
The time required to resolve a return or refund request varies depending on the type of service or equipment involved. Service-related reviews may take several working days, while equipment assessments may require additional inspection time. Refund processing through financial channels may depend on banking or administrative procedures. AirLink UAE communicates expected timelines early in the process. Updates are provided if delays occur.

8. Documentation and Communication
When submitting a request, users are encouraged to include relevant documentation such as service references, device details, or billing records. Clear and accurate documentation helps accelerate resolution. Communication regarding requests is conducted through official channels listed in this policy. Users are encouraged to respond promptly to information requests to avoid delays. All communication is maintained in line with the Privacy Policy.

9. Policy Updates
This Return and Refund Policy may be updated to reflect changes in services, operational procedures, or applicable requirements. Updates are published on this page with the effective date clearly stated. Significant updates are highlighted to ensure visibility. Continued use of the website after an update indicates acknowledgment of the revised policy.

10. Contact Information
Address: Internet City, Building #14 – Sheikh Zayed Rd – Al Sufouh – Al Sufouh 2 – Dubai – United Arab Emirates
Phone: +971 4 391 3377
Email: [email protected]