The following information is for orders placed before September 16th 2009. Please click here to read the terms and conditions for claiming after this date.
Cashback by redemption
Many of our pay monthly deals include offers of free or discounted line rental which effectively reduces what you are paying on your contract. The cashback is by redemption meaning you pay the full line rental each month and then claim the discount back in stages. All you need to do is send us copies of certain monthly line rental bills at set points throughout your contract. It is important you follow the appropriate measures below which explains which bills you will need to send us for your cashback deal.
Please note this page is for free or discounted line rental offers only and does not apply to automatic cashback.
Cashbacks - up to £50
If the total of cashback is less than or equal to £50, then please
claim back in 2 stages:
months 6 & 8 on a 12 month contract.
months 6 & 9 on an 18 or 24 month contract.
Cashbacks - from £50.01 - £99.99
If the total of cashback is £50.01 - £99.99, then please claim back in 3
stages:
months 6, 8 & 10 on a 12 month contract.
months 6, 9
& 12 on an 18 or 24 month contract.
Cashbacks - £100 and over
If the cashback is £100 or more, then please claim back in 4 stages (12 month contracts) or 5 stages (18 / 24 month contracts)
months 6, 8, 10 & 12 on a 12 month contract.
months 6, 9, 12, 15 & 18 on an 18 or 24 month contract.
What to send in
The submitted bill must include all of the following information:
- Your name
- Your address
- Your mobile phone number
- Your current tariff
- The date of the bill
Please send your bills at the months indicated as per above instructions. For the avoidance of doubt month 6 will be the bill dated in the month that is 6 months after your connection date (the date displayed on your invoice). E.g. If connected in January, the sixth month will be July so we need to receive your July bill within 30 days of the date on that bill. All other bill dates are calculated in the same way.
Important: The above bills must be sent to us and arrive within 30 days of the date on the relevant airtime bill. Claims received after this time cannot be processed. We will acknowledge receipt of your claim by email.
Please note: You must send all items by recorded post as we cannot be held responsible for lost items or claims that arrive outside of the qualifying period.
Q: Can I send a photocopy of my airtime bill?
A: Yes you can. This may be preferable as we are not able to return
the original.
Q: Can I send a print off of my online bill?
A: Yes you can. This should include your current address.
Q: Can I email a scanned copy of my bill?
A: Yes you can. Please email our cashback team with a copy of your bill.
Q: Do I need to send in my claim by a certain date?
A: Yes, your claim must be received within 30 days of the date on
the relevant airtime bill.
Q: What information does the bill need to show?
A: All bills sent must show the date of the bill, the mobile number and that you are still on the original tariff we connected your handset to.
Where to send your documents
If you have a query relating to your line rental claim and are within the timeframe noted above, you can email our cashback team. Please ensure we have your correct email address as this is the primary method we will use to contact you.
Bills and claims within the timeframe noted above can be posted to:
Mobiles.co.uk Cashback Team
6 Greenhill Crescent
Watford Business Park
Watford
WD18 8RF
Please note: The Cashback Team only process claims that are within the timeframe noted above. We cannot accept signed-for deliveries on weekends so please bear this in mind when sending us your claim by post. If you are outside the timeframe noted above or wish to make a complaint regarding your line rental claim then you must write to the Customer Service Team at the same address. We reply to all letters within 7 working days.
When Cashback is Paid
Once you have requested your cashback (and sent us your bill) we will send an email confirming receipt of the bill, and then another when your claim has been successfully verified. Verifying a claim is usually completed within 7 days. Receipt of your cheque will take a maximum of 28 days to allow for secured printing and postage time. The cheque will be issued in the name of the account holder only.
Q: What if I want the cheque
made payable to somebody 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 will not make payment in any other way.
Q: If I have to claim at different stages, how much will I
be paid at each stage?
A: The Cashback amount will usually be divided into equal
payments for each time that you claim. If you forget to claim for
one of the payments, you may still claim for any that are remaining.
Q: What happens if I change my address after the sale?
A: The cheque will be sent to the address on the airtime bill
you send us.
Reasons Cashback Will Not be Paid
- 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.
- You do not remain on the original tariff with the original handset and number (or ported).
- If your account is not up to date with payments.
- If the airtime 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 30 days from the date stated on the airtime bill you are required to submit.
- If your airtime contract has been disconnected (including disconnections made under Lifeline insurance).
- If the incorrect monthly bill is received.
- In the event that the Network takes back commission for any reason, including but not restricted to tariff changedown within 120 days and late or non-payment of bills, any cashback claim will be null and void.
- We reserve the right to refuse any application that we believe may be fraudulent.
- The onus is on the customer to ensure the terms are met to receive a cashback refund.
Further details
For further information please read the 'Cashback' section of our Help and Support Page.
