Binding Arbitration
Revised: March 21, 2023
Table of Contents
Service AvailabilitService is available only if you are within the AirVoice GSM coverage area. Service may be interrupted due to system capacity limitations and system repairs or modifications. Service is subject to limitation or interruption caused by weather, terrain, obstructions such as trees or buildings and other conditions. AirVoice is not responsible for time lost or days lost for interruption of service caused by the above mentioned. There will be no credits or refunds issued for any reason.
Controlling Your RefillsTo avoid service interruption, you will need to add a new refill card to your account before your airtime expires. Once your airtime expires, you will have 30 days to add a refill card. If no card is added, your account will be canceled. You will lose your phone number. If you wish to restore service after your account is canceled, you will need a new phone number and a new AirVoice SIM card.
Use of DeviceOnly Certified & Approved Unlocked 850/1900 MHz GSM phones are compatible with AirVoice GSM service. You are responsible for the purchase and maintenance of your own phone.
Use of Service/RatesYou cannot use the service to place operator assisted calls such as third party billed and collect calls. Customers are unable to place calls directly to 411, international numbers or numbers that begin with 500, 700, 855, 900 or 976. Customers are also unable to forward calls. If you are unable to successfully place a call out, attempt dialing with 1 + the area code + the 7-digit number. It is highly recommended that you power cycle your phone at least once per day to help re-register your phone within the network.
Right to Terminate ServiceWe reserve the right to cancel, interrupt or restrict service to your number, without notice if we suspect fraudulent, illegal or abusive activity, abnormally high amounts of usage, failure to maintain an appropriate account balance for applicable charges, for harassing our employees and/or harassing other AirVoice customers. Some examples of fraudulent activity include Traffic Pumping and Spam Messaging.
Additional Charges (when available)For all calls, the length of the call will be measured during the time that you are connected to our system, which is approximately from the time you press “SEND” or other key to begin a call until approximately the time you press the “END” key to terminate the call. Airtime usage on each call is deducted in full minute increments, with partial minutes of use rounded up to the next full minute. Unanswered calls lasting 30 seconds or more will be charged standard airtime and rounded up to the nearest minute. Features such as call waiting, 3-way calling, call forwarding and voicemail will incur applicable airtime charges. We may charge activation, reactivation or other fees to establish or maintain service. Certain transactions such as changing your mobile number may incur a charge.
Release of InformationAirVoice may release information about your account when we believe release is appropriate to comply with the law (i.e. subpoena, court order, E911 information, etc.). There will be no call histories released to customers for any reason.
DisputesSince you are on an Unlimited Plan, there will be no disputes about calls not connecting or dropped calls or any other reason to call customer service and complain. For additional information please see “Service Availability”.
PUK CodesPlease contact our US based customer service at 888-944-2355 if your phone asks for a PUK code. Do not attempt guessing any codes because it will disable your SIM card. You will need to purchase a Non-Active AirVoice SIM card if you disable your SIM card.
Cancellation PolicyIn order to cancel service, you must verify that you are the account holder, put your request in writing, and fax your request to (888) 944-2355. You will not be entitled to any type of credit for the unused portion of your account balance if you decide to terminate service.
Phone CodesIf your phone is asking for ANY codes you are not aware of, do not attempt guessing any codes because it may disable your SIM card. You will need to purchase a Non-Active AirVoice SIM card if you disable your SIM card.
Suspending ServiceAirVoice will not suspend service if your phone was lost, stolen, misplaced or broken. It is your responsibility to purchase a new Non-Active AirVoice SIM card and compatible phone immediately or you will lose your remaining airtime days. The expiration date on your account cannot be changed or extended for any reason.
Account InformationAny person that is able to verify your mobile number, SIM card number and/or account information is authorized by you to make changes on your account. We recommend that you associate any name & four-digit code on your account to prevent others from making changes to your account.
RestrictionsYou may not use our services to communicate any unsolicited commercial voice calls, text messages, etc. All calls must be made and received to a live person. We have the right to monitor all usage on active accounts. Any accounts with unreasonable or excessive usage (upon our discretion) will be cancelled.
Ability to change servicesAny person that is able to verify your mobile number, SIM card number and/or account information is authorized by you to make changes on your account. We recommend that you associate any name & four-digit code on your account to prevent others from making changes to your account.
Porting PolicyAirVoice does not guarantee that number transfers to or from our company will be successful. 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.
Service ActivationTo activate your AirVoice account, you must purchase an AirVoice SIM card and an AirVoice Refill Card.
International Long-Distance AgreementBy initiating international call service on the AirVoice Wireless network, you consent 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.
Account BalanceAirtime or number of expiry days cannot be moved from one phone number to another phone number. You should take reasonable efforts to safeguard your phone and replenishment airtime cards. Airtime expires 30 days after the card is added to your account whether you use your phone or not.
Preventing or Sending SpamAirVoice Wireless subscribers receiving unwanted text messages ('spam') 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 toll free +1 (888) 944-2355 if additional help or information is required.
AirVoice Wireless may send messages to your AirVoice Wireless handset or alternative phone number via SMS.
AirVoice Wireless may send messages to your AirVoice Wireless handset or alternative phone number via SMS.
