Refunds & Returns Policy

VoIP and SIMs | A Trading Style of Omni Communications (Beacon Communications Ltd)

This Refunds & Returns Policy explains how refunds, returns and cancellations work for business customers of VoIP and SIMs (“we”, “us”). We supply services only to businesses (including sole traders and micro‑businesses). Private consumer purchases are not accepted.

Because many of our services are digital, provisioned, activated, ported or custom-configured, refunds are not generally available once work has started or a service has been activated, issued, provisioned, submitted or completed.

Please also read the product page and contract documents, as some products have product-specific terms.

Non-refundable once started, issued, activated, provisioned, submitted or completed

Unless we are at fault, the law requires otherwise, or we expressly agree otherwise, the following are not refundable once the relevant work has started or been completed:

  • activated SIM services
  • issued eSIM services
  • Digital Landline setup
  • Phone System setup
  • submitted number porting requests
  • completed Setup & Onboarding work
  • completed validation work
  • other completed provisioning, configuration or activation work

One-off charges

One-off charges are not refundable once the related work has started or has been completed, unless:

  • we made an error
  • the service cannot be supplied due to our fault
  • the law requires otherwise

1. Scope & Definitions

Term

Meaning
Monthly Rolling Service A recurring telecom service (e.g. SIM-only, VoIP, mobile broadband) with no minimum term, renewing monthly until cancelled (see Section 5).
Fixed-Term Prepaid Service A recurring telecom service (e.g. SIM-only, VoIP, mobile broadband) with no minimum term, renewing monthly until cancelled (see Section 5).
Inactive SIM/eSIM or VoIP service dispatched/provisioned but not yet activated (no network usage started).
Activated Service is live (SIM provisioned & enabled / eSIM profile accepted / VoIP credentials live / port completed).
Hardware Physical equipment (e.g. routers, IP phones, ATAs, switches, accessories) sold separately.

2. Summary Matrix (Quick Reference)

Item / Situation

Refund / Return Position

Notes / Conditions
Unactivated fixed-term prepaid service (within 14 days of order) ✅ Full refund Written cancellation & confirmation of non‑activation
Activated fixed-term prepaid service ❌ No Runs to stated expiry; no pro‑rata refund
Monthly rolling service during notice period ❌ No Charges continue until termination date (end of following calendar month)
Billing error (our fault) ✅ Yes Corrected / credited
Service outage caused by us (material & unremedied) ✅ Possible credit Assessed case-by-case
Unopened, unused hardware (within 14 days of delivery) ✅ Refund Original condition & packaging; RMA required
Faulty hardware (within 14 days) ✅ Repair / replace / refund Verification required
Fault appearing after 14 days (within manufacturer warranty) ✅ Warranty route Repair/replace per warranty terms
Opened / used hardware (no fault) ❌ No Unless agreed goodwill
Custom / special-order hardware ❌ No Unless faulty

3. Fixed-Term Prepaid Services (One-Off Bundles)

Before Activation:

If a prepaid bundle (e.g. 30‑day SIM data pack) remains inactive, you may cancel for a full refund within 14 days of the order date by emailing the address in Section 10. We will confirm non‑activation before issuing refund.

After Activation:

Once activated, the prepaid period begins immediately. The bundle runs until its scheduled expiry and no refunds or partial credits are provided for unused allowance (voice minutes, SMS, data, or days remaining).

Auto-Termination:

Prepaid services end automatically at the published expiry. To continue service, you must purchase a new bundle.

4. Monthly Rolling Services

Monthly rolling services are not refundable once activated and billed, except where:

  • A billing error occurred; or
  • A material, continuous service failure caused solely by us remains unresolved within a reasonable remediation timeframe (in which case a service credit may be applied at our discretion).

Cancellation Notice: See Section 5 (termination rule: end of the following calendar month).

No early termination fees apply to services where no minimum term is stated for the product (you simply pay charges through the applicable notice or bundle expiry). If a product includes a stated minimum term, early termination charges or other charges may apply if you end the service before that minimum term ends.

5. Cancellation / Termination (Interaction with Refunds)

5.1 Monthly Rolling Services

You may cancel at any time by written notice (email accepted). If notice is given during a calendar month, the service terminates 23:59 on the last day of the following calendar month. All charges up to that termination date remain payable; no refunds are issued for that period, as service capacity remains reserved.

Examples:

  • Notice on 5 March → Ends 30 April
  • Notice on 29 March → Ends 30 April
  • Notice on 1 April → Ends 31 May

5.2 Fixed-Term Prepaid Services

No cancellation mid‑term once activated. (See Section 3.)

5.3 Unactivated Orders

Where a service (rolling or prepaid) is not yet activated, a request to cancel within 14 days of order will receive a full refund (excluding any expressly agreed bespoke provisioning costs, if applicable and pre‑disclosed).

6. Hardware Returns

6.1 Unopened / Unused (Change of Mind)

  • Return within 14 days of delivery for refund.
  • Must be in as‑new, resaleable condition with all packaging, inserts, cables, accessories.
  • Return shipping is your responsibility (except where we supplied the wrong item).

6.2 Faulty on Arrival (DOA) – Within 14 Days

  • Report within 14 days of delivery with description & (if possible) photos/logs.
  • We will (at our option) repair, replace or refund.
  • We cover outbound shipping of the replacement; you cover returning the faulty unit unless we confirm a prepaid label.

6.3 Fault After 14 Days

Handled under manufacturer or our warranty channel (repair or replacement). Refunds are not normally issued at this stage unless a repair/replace is not feasible.

6.4 Incorrect or Damaged Delivery

Notify us within 48 hours of delivery. We arrange replacement dispatch and (where applicable) provide instructions for returning the incorrect item. Failure to report within 48 hours may limit available remedies for transit damage.

6.5 Condition & Inspection
Returned hardware is inspected. If missing items, damaged, marked, or showing configuration changes beyond basic setup, we may:

  • Reject the return and offer to return the item to you (shipping at your cost), or
  • Apply a reasonable deduction (e.g. refurbishment cost).

6.6 Restocking Fee
We do not routinely charge a restocking fee for pristine unopened returns within 14 days. Where packaging is opened or repacking is required to restore saleable condition, we may apply up to a 20% deduction (disclosed on approval).

7. Non-Refundable / Non-Returnable Items

  • Activated prepaid services (used or partially used)
  • Used monthly service periods already delivered or in notice window
  • Custom / special-order hardware or configured devices (unless faulty)
  • Items returned incomplete, damaged, or beyond economic repair
  • Software licences or digital activation codes once supplied

8. Service Issues, Quality & Credits

If you experience a fault:

  1. Report it promptly with relevant logs (call examples, timestamps, error messages, cell ID if mobile).
  2. We will diagnose and attempt remediation.
  3. If a material outage (non-trivial, continuous impact) persists due solely to our platform/network and is not resolved within a reasonable time, we may apply a service credit (typically a proportion of the monthly recurring charge). Credits are discretionary and not guaranteed.

Credits are not cash refunds and are applied against future invoices.

9. Refund Method & Timing

  • Approved refunds are processed to the original payment method only.
  • Processing target: 5–7 business days following final approval / hardware inspection.
  • We will notify you by email when processed. Bank settlement times may vary.

10. How to Request a Return / Refund

  1. Email: returns@omnicom.uk
  2. Include: Order number, service or hardware identifier, reason, and for faults any supporting evidence.
  3. We issue an RMA (Return Merchandise Authorisation) reference & instructions within 2 business days.
  4. Ship item(s) securely (RMA visible).
  5. We inspect within 3 business days of receipt and confirm approval, replacement, repair or rejection with reasons.

Important: Ship returns using a tracked service and retain proof of postage. Risk of loss in transit remains with you until received by us.

11. Complaints & Escalation

If you are dissatisfied with the handling of a refund/return:

We aim for fair, transparent resolution consistent with Ofcom General Conditions C1 & C8 obligations (clarity, fairness, non‑misleading information).

12. Data & Security on Returned Hardware

Before returning any device, erase stored data, remove credentials, disable auto‑logins and backup configurations. We are not responsible for any data left on returned equipment.

13. Policy Alignment with Contract Summary

This Policy complements (and should be read with) the Terms & Conditions of Sale, Contract Summary, and Termination Policy. In the event of conflict, the Terms & Conditions prevail except where mandatory law states otherwise.

14. Changes to This Policy

We may update this Policy for operational or regulatory reasons. Material changes will be signposted on our site. Continued ordering or use after an update constitutes acceptance.

15.Contact

If you're unsure whether you're eligible for a refund or return, or would like to discuss a specific issue, please contact our friendly UK-based support team:

We’re here to help and will always aim to provide a resolution that’s fair and professional.

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