Refund Policy

Last Updated: July 20, 2024

1. Introduction

At BahrainConnect, we are committed to ensuring your satisfaction with our mobile services. This Refund Policy outlines the conditions under which we provide refunds for our services and products. By using our services, you agree to the terms of this Refund Policy.

2. Eligibility for Refunds

2.1 Service Plans

For mobile service plans, refunds may be issued under the following circumstances:

  • Cancellation within 14 days: If you cancel your service within 14 days of activation (our "cooling-off period"), you are eligible for a full refund, less any usage charges incurred during this period.
  • Service unavailability: If our service is completely unavailable in your primary area of use despite being within our advertised coverage area, and our technical team confirms this issue cannot be resolved, you may be eligible for a refund.
  • Billing errors: If you have been incorrectly charged or billed for services not received, you are entitled to a refund of the incorrect amount.

2.2 Equipment and Devices

For equipment and devices purchased directly from BahrainConnect:

  • Unopened products: Unopened products in their original packaging may be returned within 30 days of purchase for a full refund.
  • Defective products: Products that are defective upon receipt may be returned within 30 days for a replacement or full refund. After 30 days, defective products will be handled according to the manufacturer's warranty policy.
  • Opened but unused products: Products that have been opened but are unused and in resalable condition may be returned within 14 days of purchase, subject to a 15% restocking fee.

2.3 Add-on Services

For add-on services such as international roaming packages, data boosters, or special feature subscriptions:

  • Unused services: If you purchase an add-on service and it remains completely unused, you may request a refund within 7 days of purchase.
  • Partially used services: Partially used add-on services are generally not eligible for refunds unless the service was defective or did not perform as advertised.

3. Non-Refundable Items and Services

The following items and services are generally not eligible for refunds:

  • Prepaid airtime or credit that has been added to your account and partially used
  • Service plans beyond the 14-day cooling-off period
  • Activation fees and setup charges
  • Special promotional offers explicitly marked as non-refundable
  • Customized or personalized services that were created as per your specifications
  • Digital content that has been accessed or downloaded
  • Products damaged due to misuse, accidents, or unauthorized modifications
  • Administrative fees such as late payment fees or reconnection charges

4. Refund Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our customer service team at [email protected] or call +447431479066.
  2. Provide your account details, the specific service or product for which you're requesting a refund, and the reason for your request.
  3. For physical products, you will need to return the item to our designated return address, which will be provided to you during the refund request process.
  4. Submit any supporting documentation as requested (e.g., proof of purchase, evidence of service issues, etc.).

4.2 Processing Time

Refund requests are typically processed within 5-7 business days from the date of receiving a complete refund request (including any required product returns). Once approved, the refund will be issued to the original payment method used for the purchase:

  • Credit/debit card payments: Refunds may take an additional 3-10 business days to appear on your statement, depending on your card issuer's policies.
  • Bank transfers: Refunds via bank transfer typically take 3-5 business days to process.
  • Account credit: Refunds issued as account credit will be applied to your account immediately upon approval.

5. Cancellation of Recurring Services

For recurring subscription services:

  • You may cancel your subscription at any time through your account management portal or by contacting our customer service team.
  • Cancellation will take effect at the end of your current billing cycle unless otherwise specified.
  • No refunds will be issued for the remainder of the current billing period unless required by applicable law or as specified in this policy.
  • You will not be charged for any future billing cycles after cancellation.

6. Return Shipping

For physical product returns:

  • The customer is responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped) or a defective product.
  • We recommend using a trackable shipping service and purchasing shipping insurance for valuable items. We cannot be responsible for items lost or damaged during return shipping.
  • All returned items should be in their original packaging with all accessories and documentation included.
  • Please include a copy of your receipt or order confirmation with your return.

7. Special Circumstances

7.1 Service Interruptions

In case of significant service interruptions:

  • For service outages lasting more than 24 consecutive hours due to issues within our control, we may provide service credits proportional to the duration of the outage.
  • Outages caused by force majeure events (such as natural disasters, governmental actions, etc.) are not eligible for refunds but may be considered for service credits on a case-by-case basis.

7.2 Account Termination

If we terminate your account due to violation of our Terms and Conditions:

  • You will not be eligible for a refund of any prepaid services.
  • Any outstanding service credits or balances may be forfeited at our discretion.

8. Exceptions and Special Considerations

We recognize that there may be exceptional circumstances that are not covered by this policy. In such cases, refund requests will be evaluated on a case-by-case basis at our discretion.

For customers with special needs or circumstances, we are committed to finding reasonable solutions. Please contact our customer service team to discuss your specific situation.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. We encourage you to review this policy periodically for any changes. Your continued use of our services after any modifications indicates your acceptance of the updated Refund Policy.

10. Statutory Rights

This Refund Policy does not affect your statutory rights as a consumer. If you are entitled to a refund under applicable consumer protection laws that provide more favorable terms than this policy, we will comply with those laws.

11. Contact Information

If you have any questions about this Refund Policy or would like to request a refund, please contact us at: