AirVoice Terms and Conditions

These AirVoice Terms and Conditions (“Terms and Conditions”) contain important information and guidelines about your Service and constitute an agreement between you and AirVoice Wireless (the "Agreement"). The complete Agreement between you and AirVoice consists of several parts, which may be amended from time to time:

• (a) These Terms and Conditions, including the Arbitration Agreement and binding arbitration clause and jury trial waiver.
• (b) Any terms of service associated with your selected Service plan (“Plan”).
• (c) Our Privacy Policy, available at https://airvoicewireless.com/legal/privacy-policy.
• (d) Our ILD Consumer Agreement, available at https://airvoicewireless.com/legal/ild-consumer-agreement.
• (e) Our Acceptable Use Policy, available at https://airvoicewireless.com/legal/acceptable-use-policy.
• (f) Our Shipping, Warranty & Return Policy at https://airvoicewireless.com/legal/shipping-warranty-return-policy
• (g) Our Network Management Policy at https://airvoicewireless.com/legal/network-management-policy, and any subscriber agreement or transaction materials that you sign or accept.
• (h) Any other policies or documents incorporated herein by reference.

If you are a new customer, you accept these terms and conditions and agree to comply with all applicable laws and policies by doing any of the following (a) activating service; (b) using your service after your service is activated; (c) making a change or addition to your service; (d) paying for the service. By doing any of the foregoing, you are indicating your intent to be bound by the terms and conditions of service of this agreement. If you are a new customer and you do not agree to this agreement, do not initiate service.

If you are an existing customer, you accept these terms and conditions and agree to comply with all applicable laws and policies by doing any of the following: (a) using your service after your service is activated; (b) making a change or addition to your service; (c) using your service after you make a change or addition; or (d) paying for the service. If you are an existing customer and the service is provided to you under a prior agreement and you do not agree to this agreement, you must terminate service as set forth in the prior agreement; provided, however, that if you choose to terminate service you will still be bound by the prior agreement, including your obligation to pay any outstanding amounts and your agreement to arbitrate disputes.

If you have any questions regarding AirVoice Terms of Service, do not activate or use your service, and contact AirVoice Wireless or its authorized agents to have your questions answered at (888) 944-2355 or (707) 289-2355.

By initiating or continuing service in the aforementioned ways, you agree to use AirVoice Wireless service in accordance with this agreement and to comply with all applicable laws. You agree not to use your AirVoice Wireless phone for any purpose that is not allowed by this agreement, or that is illegal.

AirVoice Wireless reserves the right to modify or update the Terms and Conditions at any time, and such changes will become effective when posted on the AirVoice website at https://airvoicewireless.com/legal/term-services. Please check this website periodically for updates.

A. Network & Availability

The telecommunications networks used to transmit calls for the AirVoice Wireless Service are owned and operated by various licensed commercial mobile radio service providers ("Carriers"), not AirVoice Wireless. AirVoice Wireless provides mobile telecommunications services using the mobile wireless network of its underlying Carrier(s). AirVoice Wireless does not guarantee coverage availability in all areas. Local phone numbers may not be available in all areas.

Service is available only if you are within the AirVoice coverage area. Service may be interrupted due to system capacity limitations, weather, terrain, obstructions such as trees or buildings, network congestion and problems, actions of third parties, or other unforeseen factors. Factors such as your device, location, surrounding environment, signal strength, and software can all impact the speed and quality of your Service. As a result, you may occasionally experience service interruptions, delays, or limitations. AirVoice Wireless is not responsible for time lost or days lost for interruption of service caused by the above-mentioned circumstances, and no credits or refunds will be issued for service interruptions.

B. Service Plans and Trial Plans

AirVoice offers a variety of service plans, available at https://airvoicewireless.com/plans, and trial plans, available at https://airvoicewireless.com/trial. Trial plan availability is subject to promotional periods.

Trial Plans are a promotional plan that is not renewable. You must become a paid subscriber to the AirVoice service in order to continue your access to the AirVoice Wireless service after the trial period ends. If you have activated a Trial Plan, you will not be able to transfer the temporary phone number associated with that Trial Plan to a new carrier unless you convert your Trial Plan to a paid plan.

AirVoice may, from time to time, offer special or promotional programs, including the AirVoice Student Program. Participation in the AirVoice Student Program is subject to additional eligibility requirements and separate terms and conditions available at https://airvoicewireless.com/legal/term-services/student-program-terms-conditions. By enrolling in or participating in the AirVoice Student Program, you agree to be bound by those separate terms.

For regular service plans, AirVoice offers terms of varying durations such as: 30 days, 90 days (3 months), 180 days (6 months), or 360 days (12 months). Your renewal date will depend on the specific term of your plan. If payment is not made on your renewal date, your account will be placed in suspended status and service will be restricted. If payment is not made within 30 days of the renewal date, your phone number may be deactivated. AirVoice cannot guarantee that your phone number can be reactivated after this period.

Upon cancellation due to non-payment or any violation of these Terms and Conditions or the Acceptable Use Policy, we may reassign the phone number associated with your account, and you may be unable to transfer that number to a different carrier.

To ensure uninterrupted service, you are required to renew your account before the due date. If you wish to restore service after your airtime is expired & your account is canceled, you will need a new phone number and a new AirVoice SIM card to restore service.

C. Charges and Payments

You agree to pay all charges associated with your account, including SMS charges, voice charges, data charges, and any additional services fees. Charges for all AirVoice plans are measured on 30-day monthly cycles.

• Auto Renew: You may set up automatic payments to renew your plan at the end of each payment cycle. Automatic payments will continue until canceled. By enabling Auto Renew, you agree that AirVoice Wireless will automatically renew your plan and continue to charge you the full plan cost, including all taxes, surcharges, and regulatory fees to your payment method at the end of each billing cycle until you cancel the Auto Renew.
• Cancellation of Auto Renew: You can cancel Auto Renew or modify your payment preferences at any time by contacting AirVoice customer service or managing your account preferences on the website. Cancellation must occur 24 hours before the end of your payment cycle for the change to take effect.

When you complete a transaction, AirVoice Wireless will send a receipt email confirming the details of the transaction, including the services/products purchased, the total charge, and the payment method used. By completing the purchase, you acknowledge and agree that the receipt provided is a record of the transaction and serves as proof of purchase. If there is any discrepancy or dispute regarding the transaction, you are required to refer to the receipt email sent at the time of purchase and provide valid proof of payment (e.g., bank transaction record) for resolution.

PAYG (Pay-As-You-Go) Plans: For Pay-As-You-Go accounts, all calls, texts, and data (collectively, “airtime”) usage will be automatically deducted from your account balance. Account balances are not transferable or refundable, and airtime cannot be moved from one phone number to another. If no additional airtime is added before the current expiration date, your remaining airtime & balance will be forfeited on the expiration date. After your account reaches a zero balance or enters expired status, your phone number will remain active for 30 days. If no refill is made within that 30-day period, the phone number will be canceled and the SIM card cannot be reactivated once it is canceled.

D. 911 Service

Airtime minutes are not deducted for calls to 911, and all Phones will be able to call 911 even if they have no airtime remaining. However, occasionally a subscriber may attempt to call 911 in an area where there is no wireless coverage. If there is no wireless coverage, a subscriber's call to 911 may not go through and the subscriber should dial 911 from the nearest landline phone. If there is no wireless coverage, your call to 911 may not go through and you should dial 911 from the nearest landline phone. You should therefore never solely rely on your wireless phone for emergency calls.

E. Voice Calls

Airtime charges apply to standard voice usage calls for both local, domestic long-distance calls. International services are provided by an AirVoice partner and are subject to additional Terms and Conditions. AirVoice Wireless voice usage is deducted in full-minute increments, and all partial minutes are rounded up to the next minute.

Airtime applies to all message retrieval and voice calls. Unanswered outbound calls will be billed if the ring time exceeds 30 seconds. Ring time is defined as the amount of time between the point when a call is initiated (pressing the TALK button) and when it is answered (or terminated before being answered). Credits will not be given for dropped calls. Any unused airtime that expires is forfeited upon expiration or termination of AirVoice Wireless service.

An AirVoice Wireless customer must have airtime minutes available to make or receive a call. AirVoice Wireless handsets will only make or receive calls when you have airtime minutes available on your wireless account. If you run out of your allotment of airtime, you may purchase and add additional airtime to your account.

AirVoice Wireless Calling Features include Caller ID, Call Waiting, Three-Way Calling, Call Forwarding, and Voicemail. Caller ID may display both your billing name and your wireless number when placing outbound calls. AirVoice Wireless does not have the ability to block your name and number when making outbound calls.

International calling is not allowed on any AirVoice Wireless Plan unless you have purchased an international calling plan subject to additional Terms and Conditions. You acknowledge and agree to AirVoice’s ability to modify or terminate your service if your account is in violation with these Terms and Conditions.

Directory assistance calls are not charged at a rate per call. Directory assistance calls are deducted from subscriber's available minutes at a 1:1 ratio. AirVoice Wireless reserves the right to assess a rate per call in the future. Notice of such will be added to these Terms of Service and will be posted to our website.

Calls to 900/976 or other pay-per-call service numbers are not available to AirVoice Subscribers. AirVoice Wireless will block any calls to 900, 976, some international calling, or other pay-per-call services. However, if any charges are received by AirVoice Wireless from the underlying carrier for these types of calls, these charges will be passed through to the Subscriber for payment. Nonpayment of these charges when billed to the Subscriber will constitute automatic disconnection of service.

Calls placed to 800/866/877 or other toll-free numbers will incur standard minute usage of a 1:1 ratio. AirVoice Wireless allows subscribers to make or receive domestic long-distance calls inside the domestic USA if coverage is available and for other services provided in these Terms and Conditions of Service. AirVoice Wireless Subscriber handsets do not provide rate information for services used to make or receive voice calls or messages.

Voice minutes are not deducted for calls to 911, *611, 988, or AirVoice Wireless Customer Support. All phones will be able to call 911, even if they have no minutes remaining. AirVoice Wireless may require the customer to call the toll-free customer care number from another phone if necessary to resolve technical issues related to the handset or its programming.

F. Data Service

Our Data Services allow you to access the Internet, text, pictures, video, games, graphics, music, email, applications, sound and other materials (“Data Content”) or send Data Content elsewhere. Some Data Content is available from our vendors, or us while other Data Content can be accessed from others (for example, third party websites, games, ringers, applications, etc.). Our data service is subject to our Network Management Policy.

AirVoice Wireless makes no guarantees about the Data Content that you access on your Device. Data Content may be: (1) unsuitable for children/minors; (2) unreliable or inaccurate; or (3) offensive, indecent, or objectionable. You are solely responsible for evaluating the Data Content accessed by you or anyone through your Services. We strongly recommend that you monitor your data usage by children/minors. Data Content from third parties may also harm your Device or its software. We are not responsible for any Data Content. We are not responsible for any damage caused by any Data Content that you access through your Services, that you load on your Device, or that you request that our representatives' access or load on your Device.

To protect our networks and Services or for other reasons, we may place restrictions on accessing certain Data Content (such as certain websites, applications, etc.); impose separate charges; limit throughput or the amount of data that you can transfer; or otherwise limit or terminate Services. If we provide you storage for Data Content that you have purchased, then we may delete the Data Content without notice or place restrictions/limits on the use of storage areas. Data Content stored on a Device, transmitted over our networks, or stored by AirVoice Wireless may be deleted, modified, or damaged. You may not be able to make or receive voice calls while using data Services. Data Content provided by our vendors or third parties is subject to cancellation or termination at any time without notice to you and you may not receive a refund for any unused portion of the Data Content.

Factors Affecting Data Speeds

Data speeds can be influenced by factors such as weather, geography, buildings, and network congestion. Being in remote areas, inside certain structures, or using data during peak hours may result in slower speeds. These factors are beyond our control, but moving to a more open location may help.

5G Service Availability

AirVoice Wireless provides access to 5G service where available. The ability to connect to a 5G network depends on several factors, including but not limited to: whether your device is 5G-capable and properly configured, availability of 5G coverage in your area, network congestion or capacity at a given time, environmental conditions such as buildings or terrain, and carrier network deployment or maintenance activities. AirVoice Wireless does not guarantee that 5G service will always be available, even when using a 5G-capable device. In some cases, your device may connect to 4G/LTE or lower networks instead, depending on these factors.

In addition to the rules for using all of our other Services, unless we identify the Service or Device that you have selected as specifically intended for that purpose (for example, wireless routers, Data Link, etc.), you may not use our data Services: (1) with server devices or host computer applications, or other systems that drive continuous, heavy traffic or data sessions; (2) as a substitute or backup for private lines or frame relay connections; or (3) for any other unintended use as we determine in our sole discretion. We reserve the right to limit, suspend, or constrain any heavy, continuous data usage that adversely impacts our networks' performance or hinders access to our networks. If your Services include Web or data access, you also can't use your Device as a modem for computers or other equipment, unless we identify the Service or Device you have selected as specifically intended for that purpose (for example, with “phone as modem” plans, broadband internet access service, mobile broadband card plans, wireless router plans, etc.).

G. Text Messaging

With your AirVoice Wireless service, you will receive an unlimited allotment of Short Message Service (SMS) to send and receive text messages. An AirVoice Wireless customer can send and receive text messages of up to 160 characters, which includes the address and subject line. The type of messages your device can receive will depend on the device’s capabilities.

Text messaging may not be used for unauthorized purposes that could negatively impact our service. Examples of such uses include, but are not limited to, automated text or picture messaging to other mobile devices or email addresses, or messaging for commercial purposes. If you engage in any unauthorized use of AirVoice Wireless service, your service may be terminated without prior notice.

AirVoice Wireless plans do not include international text messaging services unless specifically stated in your plan details. If international text messaging is not included, you will not be able to send international text messages using our service.

We do not participate in Premium SMS services or campaigns. Premium SMS refers to messages sent to a short code, such as those used for voting, gaming, subscribing to services, or interacting with television programs. If you attempt to buy SMS services from anyone other than AirVoice Wireless, you will be solely responsible for any charges incurred. Messages sent to short codes using AirVoice Wireless will likely not be successfully sent or received. Any charges you incur from attempting to participate in Premium SMS services or campaigns are non-refundable, regardless of whether those charges are deducted from your AirVoice Wireless minutes.

If you receive unwanted text messages (spam), you should contact the source and request to unsubscribe or remove the Subscriber's wireless phone number from the service. If an AirVoice Wireless Subscriber intentionally sends spam from an AirVoice Wireless handset, the subscriber may be terminated without notice. Contact AirVoice Wireless Customer Service at (888) 944-2355 or (707) 289-2355 if additional help or information is required.

H. Multimedia Messaging (MMS)

This service will only work if used with a compatible handset, the required feature code on the account and on handsets that are properly configured with AirVoice MMS settings. Customers without MMS compatible handsets that purchase the AirVoice Talk, Text & MMS with Data package will not receive credit for the inability to send/receive multimedia messages.

You should verify that your phone is MMS compatible before activating on the AirVoice Talk, Text & MMS with Data plan. AirVoice Wireless is not responsible if you are unable to download, or save ringtones, games or other multimedia content to your wireless device. The AirVoice Talk, Text & MMS with Data service provides you with the ability to send and receive MMS messages as a combination of text, photos, animations, video or sound on compatible handsets.

There may be a delay between when a message is sent and when it is received. AirVoice Wireless accepts no liability for any loss or damage as a result of a delay in receiving a message, a message not being secure or non-delivery of a sent message. Recipients of your sent message must be within the coverage of their participating supplier’s mobile network to receive a Multimedia message.

I. Roaming

Roaming occurs when a subscriber of one wireless service provider uses the facilities of another wireless service provider. Roaming most often occurs when you make and receive calls outside of the network coverage area of your service provider. When your AirVoice Wireless Device is roaming within the United States, an indicator light on your Device may display the word "Roam", or "RM", while the Device is not in use.

a. Domestic Roaming

There are no additional charges for domestic roaming. However, availability, quality of coverage, and Services while roaming are not guaranteed. In addition, you still must use your Device predominantly within AirVoice’s service area. Thus, AirVoice Wireless may suspend, limit or cancel your continued use of other carriers’ networks if you exceed the following thresholds while roaming:

• Voice: If you use more than 750 minutes during any month.
• Data: If you use more than 100 megabytes of data during any month.
• Texts: If you use more than 3,000 text messages during any month

If you continue to go over 100MB of roaming data use, you may lose data access while roaming until your next bill period starts. This restriction won't affect talk, text, or Wi-Fi access; and it will not affect on-net data usage. We'll send you a text to let you know your line is being restricted.

b. International Roaming

AirVoice Wireless offers international roaming services to eligible customers through two available options:

• International Roaming Passes: Fixed-duration bundles that include predetermined allowances for voice calls, SMS, and data usage in supported countries.
• Pay-As-You-Go (PAYG) Roaming Credit: A prepaid balance from which usage charges are deducted based on country-specific international roaming rates.

Access to International Roaming services, including PAYG Roaming Credit and International Passes, may not be available to all subscribers or plans due to underlying network constraints, device compatibility, or technical limitations.

The availability, rates, allowances, validity periods, and applicable destinations for each roaming option are determined by AirVoice Wireless and are subject to change without notice. Current details may be found on our website at https://airvoicewireless.com/international-roaming.

• Service Usage and Limitations

International Roaming services require an active primary service plan on the account. If the primary plan expires, International Roaming will not be usable, even if the Roaming Pass or PAYG Roaming Credit remains valid

Roaming service will automatically suspend once your Roaming Pass's allowances are depleted, its validity expires, or your PAYG Roaming Credit balance reaches zero.

For PAYG Roaming Credit: A minimum balance of $20 is required to activate roaming service if you are using PAYG as your sole roaming method. PAYG credit expires 90 days from purchase. Upon expiration, international roaming service becomes unavailable, even if a balance remains. Your existing credit balance is retained; simply top up your account with additional credit to extend your service validity and resume international roaming.

Roaming availability and features vary based on your plan, device compatibility, and destination. Not all countries or networks are supported. The list of supported destinations is subject to change; please refer to the AirVoice website for the most up-to-date coverage and availability details.

• Balance Update Latency

AirVoice relies on partner networks to receive usage data, which may result in delays in balance updates. Your PAYG balance will be updated within three (3) days from each instance of roaming service usage. The displayed balance may not accurately reflect usage incurred within the most recent three-day period. Consequently, your account may show a balance even if insufficient funds remain for actual service usage. AirVoice will not be responsible for claims related to balance update delays, customers not receiving timely SMS notifications, or issues concerning roaming coverage/service quality.

• Data Usage Priority:

When multiple roaming options (International Passes, PAYG) are active, data is consumed in the following priority order:

• Active Roaming Passes: Data is first used from any active Roaming Passes.
  • Regional Priority: If you are roaming in Canada or Mexico, data will be consumed from applicable Canada & Mexico Passes before Global Passes.
  • Shortest Validity First: Among applicable Passes, the pass with the shortest remaining validity period is used first (e.g., a Daily Pass before a Monthly Pass).
• PAYG Roaming Credit: Once all active Roaming Passes are depleted or expired, data usage is then deducted from your PAYG Roaming Credit balance.
• Charges and Billing:

The charges applicable for international roaming will depend on the customer selected package:

• Roaming Passes: Customers will be charged a flat, upfront fee for the bundle. No overage charges will apply unless PAYG credit is active and additional usage occurs beyond the bundle limits.
• PAYG Roaming: Usage charges are deducted per unit of service (minute/SMS/MB) from the PAYG balance at rates set by AirVoice. These rates are generally higher than those offered under the bundled option and vary by country.

SMS Calculation: For billing purposes, one (1) SMS message is calculated based on up to 160 characters. This includes spaces, punctuation, and special characters. If your message exceeds 160 characters, it will be split into multiple SMS segments, and each segment will be charged as a separate SMS message.

Customers are responsible for all roaming-related charges, including those incurred from incoming calls, calls forwarded to voicemail, and passive data consumption (e.g., background app activity). Charges are based on usage increments and may be rounded up according to destination-specific billing policies.

• Important Disclosures and Restrictions

AirVoice reserves the right to restrict, modify, suspend, or terminate international roaming services without prior notice. Data speed may be reduced, and service may be limited based on network availability or usage patterns.

Emergency services (e.g., 911) may not be accessible when roaming internationally. Customers are solely responsible for complying with all applicable U.S. export control laws and foreign country regulations while using roaming services.

Customers should review the most current list of supported destinations, rates, and terms at https://airvoicewireless.com/international-roaming prior to international travel.

• Refunds policy for Roaming

AirVoice Wireless does not provide refunds or credits for unused International Roaming Passes or unused Pay-As-You-Go (PAYG) Roaming Credit. All roaming purchases are final once activated or applied to an account. Refunds will only be issued where expressly required by applicable law.

To access AirVoice services, you must use a device that is supported and compatible with the AirVoice Wireless network. Only certain mobile phones and tablets are supported.

If you purchase an AirVoice Device, it is designed to operate exclusively on the AirVoice Wireless network, and may have restrictions that “lock” the Device into one of AirVoice’s underlying Carriers. If an AirVoice Device is locked to an underlying Carrier’s network, AirVoice will not be able to provide unlocking services for devices obtained through our service. These devices are intended solely for use with AirVoice Wireless, and we do not warrant or guarantee their functionality, compatibility, or performance on any other network, even if unlocked by a third party. Any attempt to unlock, reprogram, or otherwise modify the device’s network settings may cause permanent damage, void any applicable warranties, and result in loss of service.

You may purchase AirVoice Wireless Devices accompanied by a SIM card. In such cases, you agree to safeguard your SIM card and not to allow any unauthorized person to use your SIM card. You agree not to allow any other person to, directly or indirectly alter, bypass, copy, deactivate, remove, reverse-engineer or otherwise circumvent or reproduce the encoded information stored on, or the encryption mechanisms of, your SIM card.

If you choose to Bring Your Own Device (BYOD), you may use your own compatible, unlocked phone with an AirVoice Wireless SIM card or eSIM. You can check your device's compatibility at https://airvoicewireless.com/bring-your-own-device . Supported Devices may include Devices that do not permit use of an eSIM and/or SIM card. Devices such as modems, gateways, and automated relay devices are not supported and violate our Acceptable Use Policy. Using unsupported devices may result in immediate termination of your service.

To ensure the functionality of all services, it is essential to apply the correct APN settings on the new device. Failure to use a compatible, unlocked phone or configure the correct APN settings may result in service interruptions.

The Carriers, AirVoice Wireless, or its service providers, may, from time to time, remotely update or change the encoded information on your SIM card. Your AirVoice Wireless device is restricted from operating outside of the United States unless international roaming is enabled. If you use your device outside the United States without international roaming activated, the device may not function properly, and you will not be entitled to any refunds for unused airtime.

Your use of the AirVoice Wireless Service & Device is subject to the Acceptable Use Policy. You are permitted to use the Service solely for personal purposes, and not for any illegal, abusive, or fraudulent activity. For detailed information regarding acceptable usage, please refer to our Acceptable Use Policy at https://airvoicewireless.com/legal/acceptable-use-policy.

A. Service Cancellation

You may cancel your service at any time by contacting AirVoice Wireless Support. However, you will remain responsible for all charges incurred through the date of cancellation. AirVoice does not provide refunds or credit back for any remaining days of service after cancellation.

After the initial term, if your service continues on a month-to-month basis, you can terminate the service at any time, provided all charges up to the cancellation date are paid. If no payment is made by the renewal date, your account is subject to cancellation after 60 days.

B. Termination by AirVoice Wireless

We reserve the right to restrict, suspend, cancel or terminate service to your number without notice if we suspect any of the following:

• Fraudulent,illegal, or abusive activity,
• Abnormally high usage,
• Failure to maintain an appropriate account balance for applicable charges,
• Harassment of AirVoice employees or other AirVoice customers.

Examples of fraudulent activity include Traffic Pumping, Robocalling and Spam Messaging. For more details, please refer to our Acceptable Use Policy at https://airvoicewireless.com/legal/acceptable-use-policy

A. Service Charges

Amounts paid for service charges, including plans (SMS, call, and data services), data and roaming top-up, and wallet recharges, are non-refundable once activated or used.

• Plans (including SMS, call, and data) are non-refundable after activation. If a plan has not been activated, and the cancellation request is made within 48 hours of purchase, a refund may be considered.
• Data and roaming top-ups: Top-up payments made to an account are non-refundable once the service is used. If a top-up was made in error and no services were used, a refund may be considered on a case-by-case basis.
• Wallet recharges are non-refundable once funds have been used. If the recharge amount is unused, a refund may be considered if requested within 7 days of the transaction.

B. Devices

To receive a refund for a device (phone, SIM card, accessories), including any associated taxes and fees (minus shipping and handling), the following conditions must be met:

• The device must be returned within 7 days of the delivery date; in complete original packaging, in the same condition as sold, with all literature, accessories, instructions, blank warranty cards, and documentation.
• The device must be in 'Like-New Condition', showing no signs of use and having less than 25 minutes of total cumulative talk time.
• The device was purchased on airvoicewireless.com.

Customers are responsible for all shipping costs when returning a device for a refund. AirVoice does not provide prepaid return labels or reimburse return shipping fees.

If goods are not in stated conditions or are missing packaging or documentation, we may either refuse the return depending on the condition of the returned items plus a shipping and handling fee up to the actual shipping amount paid on your order and not to include promotional vouchers.

AirVoice may from time to time have promotions that offer certain Devices free of charge to new customers who sign up for Service for specified minimum periods (“Promotional Offer”). AirVoice reserves the right to change or withdraw any such promotional offers at any time without notice. Unless otherwise expressly stated in a Promotional Offer, Device under such offer will not be available to any new customer who had been, during the preceding 36-month period prior to the date of such customer’s request for Service, either a customer of any AirVoice Service or a recipient of a Device free of charge pursuant to any prior Promotional Offer.

C. How to Request a Refund

• For Devices: If you are returning a device for a refund, please contact AirVoice Wireless Customer Service at (888) 944-2355 or (707) 289-2355 to initiate the return process. Refunds will only be processed after AirVoice Wireless has received and inspected the returned device. Under no circumstances will refunds be issued prior to AirVoice receiving the returned device.
• For Plans, Top-Ups, and Wallet Recharges: If you believe you are eligible for a refund, please contact AirVoice Customer Service at the numbers above or via our contact page for assistance.

D. Important Notes

• Refunds will be credited back to the original payment method. Processing times may vary depending on the payment method used.
• No refunds will be issued for any service, device, or top-up charges related to violations of AirVoice Wireless' Acceptable Use Policy. For more information, please refer to our Acceptable Use Policy.
• For information about our device warranty and return policies, please refer to our Shipping, Warranty & Return Policy.

E. Disputed Transactions & Chargebacks

If you initiate a payment dispute or chargeback with your bank or payment provider for any transaction involving AirVoice Wireless services or devices that have been delivered, activated, or otherwise used, it will be considered an unauthorized or improper payment dispute under this Agreement.

AirVoice Wireless reserves the right to:

• Suspend or terminate your account and any associated services;
• Report the matter to applicable fraud prevention agencies, payment processors, or financial institutions in accordance with our Privacy Policy and applicable law; and
• Pursue recovery of the disputed amount, plus any applicable fees, collection costs, or damages, to the maximum extent permitted by law.

By using our Services, you agree that all billing disputes must first be submitted directly to AirVoice Wireless Customer Support within thirty (30) days of the transaction date for resolution. Initiating a chargeback without first attempting to resolve the matter with AirVoice Wireless may result in account closure and the loss of any remaining service balance, subject to applicable law.

A. Porting Policy (with Number Transfers)

AirVoice will only process number transfer requests if both the service and the associated phone number are active. If your service has expired or your number has been deactivated, the number cannot be transferred to another carrier. If you request to port your number out to another company, that is considered a request by you to us to terminate all of the services associated with that number. Your remaining airtime will be forfeited and you will not receive a credit for the remaining balance. AirVoice will not release your wireless number to another carrier without proper verification. If you are attempting to change service providers, you will need to verify your four-digit pin as well as your AirVoice SIM card number in order to transfer your account.

Please note that if you port your existing number into AirVoice, you are permitted to port that number out at any point.

B. Change Phone Number

To maintain network integrity and prevent fraudulent activities associated with frequent number switching, AirVoice Wireless permits a maximum of two (2) phone number change requests per SIM card within any rolling three (3) months at no cost. Requests exceeding this limit will incur a $25 administrative fee per change, or subscribers may choose to purchase a new SIM card to obtain a new phone number.

AirVoice Wireless will only process number change requests for legitimate and verifiable reasons, including but not limited to repeated unwanted calls or messages, personal safety concerns, or technical issues affecting service performance. All requests are subject to review, and AirVoice Wireless reserves the right to delay or deny any request that is deemed excessive, abusive, or inconsistent with these Terms and Conditions.

C. Ability to change services

Any person that is able to verify your mobile number, SIM card number and/or account information is authorized by you to make certain changes on your account including adding or removing optional services. However, any requests for changes to your SIM or port-out requests must be authenticated with additional identity verification through a pre-determined PIN or one-time passcode delivered to your phone number.

D. Order Validation and Fulfillment Rights

AirVoice Wireless reserves the right to review, validate, or investigate any order prior to fulfillment. We may, at our sole discretion, contact the customer to verify the legitimacy and intended use of the order. We may delay, refuse, or cancel any order, with or without prior notice, if we reasonably suspect that:

• The order was placed using false, misleading, or unverifiable information;
• The order is associated with multiple accounts, automated behavior, or coordinated activity;
• The purpose of the order appears to be for resale, bulk purchasing, fraud, or other non-personal or abusive uses;
• The customer fails to respond to verification requests or provide satisfactory confirmation of genuine use.

In such cases, AirVoice may issue a refund to the original payment method and take further actions, including account suspension or permanent restriction, to protect the integrity of our service. This policy helps ensure that AirVoice services and products are used only for legitimate, personal, and intended purposes, and not for exploitation or misuse.

E. Loss, Theft, Damage, or Destruction to Devices Provided by AirVoice

All risk of loss, theft, damage, or destruction of your Device is borne by you. AirVoice is not responsible for, nor will we issue returns or refunds for, any lost, stolen, damaged, or destroyed Devices. In the event your Device is lost, stolen, damaged, or destroyed, you may purchase a replacement SIM or Device from AirVoice, at your own expense.

Upon receiving notice of a lost or stolen Device, AirVoice can take immediate steps to suspend the Services at the customer request. If your Services are canceled or if you choose to terminate your Services following the loss, theft, damage, or destruction of your Device, we will not prorate charges to the date of the cancellation or termination, and you will not receive a credit or refund for any unused Services. You agree to cooperate and act in good faith and in a reasonable manner in connection with any investigation of the loss or theft of your Device (e.g., by providing facts, sworn statements, or other information that would help the investigation). Except as otherwise provided herein, if your Device is lost, stolen, damaged, or destroyed, you remain responsible for complying with your other obligations under this Agreement including, but not limited to, payment of any charges. The expiration date on your account cannot be changed or extended for any reason.

F. Express Consent to Receive Communications

By opting in via the AirVoice Wireless website, subscribers agree to receive recurring automated promotional and informational messages. Message frequency may vary and could be significantly higher depending on account activity and engagement. Consent is not a condition of purchase. Message and data rates may apply.

By agreeing to these Terms and Conditions of Service, you expressly consent to and authorize AirVoice Wireless and its affiliates, agents, and its third-party representatives to use written, electronic or verbal means to contact you for any reason, including regarding information about your Service, Device, Service reminders, payment reminders, payment confirmations, renewal confirmations, requisite notices and marketing of any kind, including offers, solicitations, and promotions. This consent includes, but is not limited to, contact by manual calling methods, prerecorded or artificial voice messages, text messages, push notifications, emails, and/or automatic telephone dialing systems. You agree that AirVoice Wireless and its affiliates, agents, and its third-party representatives may, now or in the future, use any email address or the telephone number that you are assigned for your AirVoice Wireless Service, to contact you for any reason, regardless of whether you incur charges as a result. You further agree that AirVoice Wireless may contact you via email or text at ANY TIME.

This includes both transactional and marketing SMS messages to users who opt in. Transactional messages include account notifications, order confirmations, service alerts, and other essential updates related to the customer’s use of our products or services. Marketing messages may include promotional offers, product announcements, surveys, and other communications designed to inform users about new opportunities or features.
Subject to your right to opt out as set forth below, this consent may not be revoked. You have the right to opt out from receiving marketing communications from AirVoice Wireless at any time. You may exercise this right to opt out by unsubscribing from email or SMS marketing by texting STOP. For assistance, text the word HELP to +1(833) 270-3285 or call customer support at (888) 944-2355 or (707) 289-2355. Review our privacy policy here:  https://airvoicewireless.com/legal/privacy-policy

G. Taxes and Surcharges

AirVoice Wireless charges state and local sales taxes, regulatory fees, and other applicable surcharges. Pricing listed on the AirVoice Wireless website or listed in advertising methods for wireless service may not include certain taxes or surcharges. Subscribers are responsible for all charges applicable to the use of AirVoice Wireless service regardless of if the subscriber was the actual user of the service.

The amount of these taxes and surcharges are subject to change and may vary by geographic area. AirVoice Wireless may charge and collect sales taxes and regulatory fees on all Additional Minutes or Data Offering Plans in each state. Changes to a tax or surcharge, including applicable contribution amounts to the Federal Universal Service Fund, will become effective as provided by the appropriate taxing authority. Taxes and fees are subject to change without notice.

A. Arbitration Agreement

By accepting these Terms and Conditions, you agree that any dispute or claim arising from your use of AirVoice Wireless Services will be resolved through binding arbitration instead of going to court. This means you waive your right to a trial and agree to resolve any claims through an arbitrator.

This applies to all claims, including those related to contracts, torts, fraud, misrepresentation, or other legal theories. However, this does not apply to claims concerning the unauthorized sale, alteration, or tampering of your AirVoice Wireless phone, SIM card, or PIN numbers, which may be filed in state or federal court.

You must first attempt to resolve any disputes by contacting AirVoice Wireless customer care at (888) 944-2355 or (707) 289-2355. If the issue is not resolved within 60 days, arbitration can be initiated.

The arbitration will be conducted under the American Arbitration Association’s (AAA) rules, and the Federal Arbitration Act (FAA) will govern the process. The arbitration will be individual, not class-based, meaning that no group or class actions are allowed.

The arbitrator will decide all issues, including the scope of this agreement, and may award remedies permitted by law. Arbitration will be conducted in Houston, Texas, unless agreed otherwise. The costs of arbitration will be split between you and AirVoice Wireless, but you may be responsible for your own legal fees.

B. Dispute Resolution

Before pursuing arbitration, you must contact AirVoice Wireless to attempt to resolve the issue with customer care. If the dispute is not resolved, you can proceed to arbitration under the AAA rules. The arbitration process is designed to be faster and less formal than court trials, and the arbitrator’s decision is final and binding.

C. Class Action Waiver

You agree that any arbitration will be conducted individually and that you will not participate in any class, representative, or collective actions. The arbitration will be limited to your individual claim and will not involve other customers or be part of any class action.

D. Governing Law

This arbitration agreement is governed by the Federal Arbitration Act (FAA) and applicable federal law. For other matters, the laws of Texas will apply, without regard to its conflict of law rules.

E. Indemnification

You agree to indemnify and hold harmless AirVoice Wireless from any liabilities or claims that arise from your use of the services, including any violation of these Terms and Conditions or applicable laws.