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For orders placed after August 23rd 2007
Many of our fantastic offers entitle you to claim cashback or a line rental discount when you subscribe to a new agreement. To claim this cashback it is important that you follow the appropriate course of action.Cashbacks - up to £50
If the total of cashback is less than or equal to £50, then please claim back in 2 stages at months 6 & 8 on a 12 month contract and months 6 & 9 on an 18 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 at months 6, 8 & 10 on a 12 month contract and months 6, 9 & 12 on an 18 month contract.
Cashbacks - £100 and over
If the cashback is £100 or more, then please claim back in 4 stages on a 12 month contract at months 6, 8, 10 & 12 and 5 stages on an 18 month contract at months 6, 9, 12, 15 & 18.
Contracts of less than 12 months
Please claim in 3 stages at months 2, 4 and 6 if your contract is for less than 12 months (for instance, Virgin SIM-only connections)
Conditions
Cashback is subject to you remaining on the original tariff with the original handset(s) and mobile number(s) connected (or Ported) for at least the minimum term (either 12 or 18 months) of the contract you signed up to. All monthly bills from the Network must be paid in full and on time. The terms and conditions on this page only apply to orders placed on or after 23rd August 2007. Previous T&Cs are available here for orders before this date.
What to send in
Please send the top 3 sheets of your bill (which must show your mobile number, your current tariff and the date of the bill at the months indicated above. ie, months 6, 9, 12, 15 &/or 18 as appropriate. For the avoidance of doubt the month 6 bill will be the bill dated in the month that is six months after your connection date. E.g. If connected in January, the sixth month is July so we need to receive your bill dated in July within 30 days of the date of that bill. All other bill dates are calculated in the same way.
Important: The above bills must be sent to us to 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.
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: 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.
Please note: You must send all items by recorded or registered post as we cannot be held responsible for lost items or claims that arrive outside of the qualifying period.
How Cashback is Paid
Your cheque or payment direct to your bank account will be sent within 30 days of us receiving your claim provided you are eligible and we can verify the claim. The cheque will be issued in the name of the account holder.
Q: What if I don’t have a bank account or 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
- 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).
- 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.
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 cashback@mobiles.co.uk or alternatively you can call our Cashback Team on 01923 80 88 88. 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 should be sent 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. 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.
