This document outlines the terms and conditions under which a customer can request and receive a refund for a Slice Subscription
Refund Process; Customer Communication & System Actions
Refunds are not automatically processed through the app; Slice customers must contact a Help agent for assistance with refunds.
To request a refund, customers must contact a Slice Help Agent through the app while logged into their Slice account.
After receiving the customer's issue details, a Help agent will assess eligibility for a refund and determine the refund amount (refer to section below for eligibility).
When submitting a refund case - please provide transaction details and any necessary evidence (e.g., billing statements, usage records) to the Help agent.
Eligibility for Refunds
Customers must have paid for a subscription or subscriptions to be eligible for a refund.
The circumstances where a customer may be provided with a refund are as follows:
Customers may receive a refund if they successfully dispute the amount charged for a plan. To dispute a charge, customers must contact our Help team and provide necessary evidence (e.g., bills, usage information). Resolution timelines will be communicated upon receipt of the dispute, or in the case of more complex disputes, it may take up to 5 days to respond.
If a network disruption causes a lack of service for an extended period, customers may be eligible for a refund. Details regarding duration and eligibility criteria for such refunds will be communicated on a case-by-case basis.
Customers will receive a refund for instances of unauthorised auto-renewal. Unauthorised auto-renewal refers to charges incurred without explicit customer consent or notification. Customers must report such incidents to our Help Team for resolution. This might occur due to technical issues in the app & associated technology.
Refunds may be issued if port-in issues result in service delays exceeding two weeks. Customers experiencing such delays should contact our customer service team for assistance and refund eligibility.
We do not provide refunds if a customer wants to terminate their service after it has commenced. They can pause their service but will not be provided with a refund.
General
These terms and conditions are subject to change without prior notice.
For any circumstances not listed above, please contact Slice Help via the app or website for assistance.