Terms of Service
Terms and Conditions
GENERAL. This Agreement (“Agreement”) covers the terms and conditions of PlatinumTel Communications, LLC, dba PTel (“PTel”). These terms and conditions are a legally binding agreement between you and PTel. Please read these terms and conditions carefully as they cover information about PTel’s services provided to you.
ACCEPTANCE. Your purchase, activation, or use of PTel’s products or services indicates that you accept, acknowledge and agree to the terms and conditions herein. You agree that you are at least 18 years old and you are legally authorized to enter into this agreement. PTel reserves the right to modify these terms and conditions at any time at its sole discretion. You agree to any changes or modifications to PTel’s terms and conditions. You acknowledge that you are bound by these terms and conditions once they are updated on ptel.com. You and any authorized users will have access to your account information and can make any changes to your account. You agree that changes made to your account by others who you provided your personal account information to will be binding on you.
UNLIMITED SERVICE (“Unlimited”). To use PTel Unlimited monthly service, you agree to pay the monthly flat fee in advance. Your service begins when you pay the monthly payment for the 30 days of service. Off-network roaming is not available and not included. Customer must add additional funds to their account to use the international dialing service. Your service will be suspended if you fail to make your monthly payment when due. Your service will remain suspended until a payment is received. If you fail to replenish your account within 30 days of the expiration of service then your service will be terminated, you will lose your mobile number, and you will also forfeit any remaining balance on your account. All airtime cards purchased are non-refundable and non-transferable.
$25 / $35 / $40 / $50 / $60 UNLIMITED TALK, TEXT & DATA PLANS. Your service includes unlimited incoming and outgoing domestic voice calls, unlimited incoming and outgoing texts (SMS) to domestic U.S. and international telephone numbers, incoming or outgoing picture messages, unlimited data, and 411 directory assistance calls. Data speeds will be throttled down to 128kbps after 1GB on the $35 plan, after 2GB on the $40 plan, after 3GB on the $50 plan, and after 4GB on the $60 plan. The $25 Unlimited Plan offers unlimited data (high speed data access not included).
$20 UNLIMITED TALK & TEXT PLAN. Your service includes unlimited incoming and outgoing domestic voice calls, unlimited incoming and outgoing texts SMS) to domestic U.S. and international telephone numbers, incoming or outgoing picture messages as long as customer has data balance remaining, 250MB of data, and 411 directory assistance calls.
DAILY UNLIMITED PLAN. To use PTel Daily Unlimited service you must maintain a balance equal to or greater than the daily fee of $1.50 no later than 11:59 pm the night before the daily fee is debited from your account or your account may be suspended. You are billed $1.50 per day regardless of usage unless the customer cancels/changes their plan. Your account cannot have a balance over $270. Your service begins when you load the top-up card and your service expires when your access days end or your balance is exhausted (whichever occurs first). Your service includes unlimited incoming and outgoing domestic voice calls, unlimited incoming and outgoing texts (SMS) to domestic U.S. and international telephone numbers, incoming or outgoing picture messages, and 411 directory assistance calls. Customer must add additional funds to their account to use the international dialing service. Data included in the Daily Unlimited Plan varies based on the denomination of the top-up card. There are four (4) top-up card options available to customers: $10 (6 days and 10MB data), $20 (13 days and 20MB data), $30 (20 days and 30MB data), and $45 (30 days and 150MB data). Customer’s balance will be billed $.512 per megabyte for data used beyond the amount of data offered with their plan. To maintain your Daily Unlimited Plan service, a new PIN must be loaded on/before service days expire and/or prior to your account balance reaching $1.50. Customer will be billed for billable features not included in this plan. Billable features include data use over the megabytes included in the top-up card loaded, international calls, and party lines. Party lines will be billed at normal airtime rates and are not included. Off-network roaming is not available and not included. Your service will be suspended if you fail to load a top up card when your access days expire. If you fail to replenish your account within 30 days of the expiration of service then your service will be terminated, you will lose your mobile number, and you will also forfeit any remaining balance on your account. All airtime cards purchased are non-refundable and non-transferable.
REAL PAYGO. To use PTel’s Real Paygo service you must maintain a balance of airtime and access days on your account. Customer is billed $.05 per minute for incoming and outgoing domestic voice calls. There are no call set-up fees. Domestic long distance calls in the U.S. are included, you pay regular airtime only. Nationwide on-network roaming is billed at normal airtime rates. Off-network roaming is not available and not included. Customer is billed airtime for text messages (SMS) at a rate of $.02 for incoming and outgoing text messages. Customer is billed $.10 per MB data used. Customer is billed $.02 for incoming and outgoing picture messages (MMS) along with standard data rates. Customer is billed for data transfer, web browsing, and other chargeable features. Voice calls are rounded up to the next full minute. Customer will be billed regular airtime for toll free numbers such as 800, 866, 877, and 888. Customer will be billed for billable features not included in this plan. 411 Directory assistance calls are billed at $.50 per call (regular airtime rates apply). Unused balance from $10, $20, $30, $40 and $50 carries over for 365 days from date it was originally loaded onto the account. Unused balance from $100 carries over until depleted. To maintain your Real Paygo service, a new PIN must be loaded on/before service days expire. To keep same phone number and balance, customer must replenish within 30 days from service expiration date. All airtime cards purchased are non-refundable and non-transferable.
ACCOUNT BALANCE. You can check your balance by dialing #BAL# from your handset. You will receive a free text with your account balance. Regular airtime is billed to check your minutes directly from your handset on the Real Paygo Plan. You can check your balance by sending a text message to PT01 (7801) with the word “BAL” in the message body at no additional charge. If you fall below the required minimum balance, your Real Paygo account will be suspended until you replenish your account with a PTel card or plan. If you fail to replenish your account within 30 days of the expiration of service then your service will be terminated, you will lose your mobile number, and you will also forfeit any remaining balance on your account. If you transfer your number to a different carrier, you will lose your balance. Airtime purchased and not loaded onto your account within 365 days from date of purchase will be void. Account balances are debited for all services not included your plan. Airtime balance provided by PTel is estimated and could have a delay of up to 24 hours. PTel reserves the right to suspend Customer based on their daily average if there is a delay of over 24 hours in the delivery of the call detail records from the host network operator.
CASH BUCKET. The Cash Bucket is a separate container that holds certain balances that could be used towards value-added services such as International dialing. Value-added services that would use a Cash Bucket will always debit from the Cash Bucket before debiting the general account balance.
IDLE ACCOUNTS. If account remains idle and unused for a period of 120 days, PTel reserves the right to expire account, and Customer may lose phone number and forfeits any remaining balance on the account.
CALLING FEATURES. Customer will be billed airtime rates for all calls active when using 3-way calling and call waiting and any other digital features that require any form of wireless transmittal. For outbound calls, you may be charged airtime for incomplete, busy, and/or no answer calls. With incoming calls, you will be charged airtime upon pressing any key on the mobile phone that answers the call. No credit is given for dropped calls. All calls placed to 911 Emergency and 311 Non-Emergency are free. Customer cannot place calls to 500, 700, 900, or 976 numbers; or place operator-assisted calls such as third party-billed and collect calls. Customer cannot place calls to local or long distance numbers identified as party lines. Calls placed to party lines are always chargeable at peak rates. Customer’s account will be debited additional charges for all features not included.
WI-FI SERVICE. PTel offers its customers access to Wi-Fi voice and SMS services. Customers have the ability to originate and terminate voice calls and text messages over a Wi-Fi connection (“Wi-Fi Calling”). Access to Wi-Fi Calling is available for customers that (1) have a Wi-Fi capable device with PTel supported Wi Fi Calling capability, (2) have Wi-Fi Service provisioned on their account, (3) have a GBA enabled SIM card; and (4) are connected to functioning third-party internet service. You acknowledge and agree that your use of any Wi-Fi network is permissible and that you are solely responsible for your use. PTel is not responsible for any disruptions while using any third-party Wi-Fi network. Customer agrees and acknowledges that they are solely responsible for their use of any third party Wi-Fi networks. Not all PTel services are available while using Wi-Fi Calling. For example, cell broadcasts (alerts that go to certain customers), emergency alerts, and Wireless Priority Service ("WPS") may not be available with Wi-Fi Calling. Calls and messages originated or terminated using Wi-Fi Calling will be routed according to and subject to the limitations of back-end routing protocols.
WI-FI CALLING BILLING. Customers are billed for Wi-Fi calling in the same manner as on-network voice and SMS services are billed. Check your device indicator to know if you are on a cellular or Wi-Fi network. Calls may drop when moving between Wi-Fi networks or between Wi-Fi networks and cellular network. If we are unable to determine the location of the Wi-Fi network, we may base the time of the call on the local time of your accounts primary address.
WI-FI CALLING AND 911 SERVICES. Customer acknowledges that calling 911 via Wi-Fi Calling uses the internet and operates differently than traditional 911. 911 service may not work during power or internet (e.g., cable service) outages or disruptions, or if internet or PTel services are suspended. The location information when using Wi-Fi Calling may be limited or unavailable. Customer agrees to provide PTel with an up-to-date primary address for account(s) with Wi-Fi Calling capability. If the location at which the customer primarily uses Wi-Fi Calling changes, either temporarily or permanently, the customer must provide such new address to PTel so their account may be updated accordingly to use Wi-Fi Calling. It may take 24 hours or more to update the address information. If customer does not provide PTel with the required primary address for their account, PTel may block the customer’s usage of certain Wi-Fi networks. When customer calls 911 over Wi-Fi away from their primary address, PTel may have no or very limited information about the user’s location. Text to 911 Services may be available in some locations where PTel service is provided. Text to 911 is currently only available in certain markets where 911 call centers, also known as Public Safety Answering Points (PSAPs), have elected to accept emergency text messages from the public. PTel recommends that you use voice communications as your primary method of contacting 911.
EMERGENCY/911. Customer should provide details of their emergency, location and phone number when making 911 emergency calls as the operator may not be able to automatically retrieve this information. PTel is not responsible for failed or incomplete 911 calls. PTel may use our wireless network to determine the location of your 911 calls, including Global Positioning Satellites. Customer may not be able to make 911 calls while a port is in process. Customer will not be able to make 911 calls if their device is blacklisted.
DOWNLOADING CONTENT & APPLICATIONS. Mobile Content and/or applications (such as wallpapers, ringtones, games, etc.) are not sold by PTel. Customer may purchase content and/or applications made available by third party or vendor. PTel is not responsible for any content and/or applications installed or downloaded. PTel is not responsible for transmission failure, interruptions, delays, or any charges that Customer incurs through third party. Customer agrees that they are subject to the third-party’s license agreement and that any support questions must be directed to third-party company. Content and/or applications may not be transferable from one device to another device. Applications may continue to have contact with our network without your knowledge, which may result in additional charges. Customer may restrict access by calling PTel and disabling data features on their account.
ROAMING. Off-network roaming is not available and not included. Your device may connect to other provider’s network while in the PTel coverage area. You agree to use your device within the PTel network coverage area. PTel reserves the right to suspend or cancel Customer’s account if Customer’s use of service negatively impacts PTel’s network resources or in a way that is not typical.
INTERNATIONAL CALLS. Direct international calls are not included. If a direct international call is placed, your account will be suspended. If you use PTel International service you pay the international per minute rate. Regular airtime charges apply. Calls are rounded up to the next full minute. You may visit ptel.com/plans/intlrates to view international calling rates, instructions on how to place international calls and how billing works. You must have a positive cash balance in your account to be able to place international calls. Customer must add additional funds to their account to use the international dialing service.
REFER-A-FRIEND PROGRAM. PTel Mobile Refer-A-Friend Program is a program that rewards its customers for spreading the word. The reward is a service credit applied to the account of the referrer once certain conditions are met. The referrer is the PTel customer who referred the new customer to PTel Mobile (must be an existing PTel customers in good standing). The referred is the new customer. The referred must activate new service with the purchased SIM for the referrer to qualify for the reward. The referred must enter the referrer's telephone number at the point of purchase in order to receive the credit. Only purchases performed at ptel.com qualify. This is an online promotion. Purchases at retail stores or on other websites do not qualify. For Unlimited plans, the reward is equal to the 30-day value of the plan to which the referrer is subscribed. For pay-as-you-go plans, the reward is equal to $10. The reward is applied to the referrer's account after a second payment has been made to the referred's account. The payment applied upon activation of the referred's account is considered the first payment. The second payment must be equal or greater than the price of the plan to which the referred is subscribed. If the referrer's account is cancelled for any reason before the conditions for the reward are met, they forfeit the reward. Referrers are eligible to receive Rewards for up to 12 referrals per calendar year.
RESTRICTIONS. PTel service may be suspended or terminated, if at any time, fraudulent or criminal activity is suspected or committed. PTel reserves the right to terminate, restrict, limit, or alter service or eligibility for service based on abnormal calling patterns, excessive use of nights and weekends calling, excessive text messaging, bulk text messaging, tethering (connecting the phone to a computer to access the web), and any form of abusive conduct. Customer agrees that they are responsible for any and all activities undertaken when using PTel’s services. Customer shall not use, nor permit others to use their PTel service in a manner for a purpose contrary to these terms and conditions. No credit is given for dropped calls. All airtime cards purchased are non-refundable and non-transferable.
DEVICE COMPATIBILITY. Devices sold on ptel.com/phones are for use only with PTel Mobile service. Use with any other service provider is not supported and is a violation of the terms of service. PTel will not provide support for devices purchased from PTel and used on another provider's network.
Not all devices support 3G/4G/LTE services. Visit our Phones page to see which devices are 3G/4G/LTE capable. If you are bringing your own device, please refer to the manufacturer to confirm that it is capable of 3G/4G/LTE services. PTel Mobile does not and will not guarantee that any device not purchased from PTel will function correctly on the network, or have access to all available service features. PTel will not support or guarantee service on devices sold by PTel that have been altered by the user.
For customers bringing their own device, PTel will provide you with the settings for internet and picture messaging. However, if these devices were not sold by PTel, we may not be able to provide technical support and/or troubleshooting assistance. We cannot guarantee that, even if the settings are entered correctly, the device will perform as desired.
PTel Mobile offers high speed data access as part of the service plans offered. In order to get 3G/4G/LTE data speeds in all markets that we serve, your device needs to have both the 1700MHz and 2100MHz bands. However, you may be able to get 3G/4G/LTE data speeds on your device in select markets. Some of our network has been retooled to deliver 3G/4G/LTE data speeds on devices that have the 1900MHz band. If you are in one of these markets, then you will be able to receive 3G/4G/LTE data speeds on this device. Otherwise, your device will not receive 3G/4G/LTE data. 3G/4G/LTE is not available on all devices (capable device required) or locations (coverage and speed may vary).
If you are bringing your compatible GSM device to PTel Mobile, please note that if it has been reported lost or stolen with another network provider the device may not work with PTel. Please contact the network provider to which the device is lost/stolen to resolve this issue as PTel Mobile cannot assist in this matter.
LOST OR STOLEN DEVICES. You agree to notify PTel immediately if your device is lost or stolen. You may notify us by visiting our website or by calling 866-CALL-ME-1. Upon receipt of your notification, PTel will temporarily suspend your service. If you chose to not suspend your service, you will be responsible for all charges. To re-activate your service you must notify us once you have purchased a new PTel SIM card and device. The expiration date of your service will not change. You may be required to add additional airtime at the time of re-activation. We may prevent a lost or stolen device from registering on any network.
EXCESSIVE USE. PTel offers its Customers an inexpensive and reliable service. In order for PTel to guarantee our Customers the use of unlimited talk, text and data services, Customers agree not to use any of the unlimited talk, text, or data services in any way that would interrupt or negatively impact PTel’s network resources. Customers agree not to use the PTel unlimited talk services in any way that would create continuous high call sessions or use our service in a manner that is not typical with our Customers. PTel reserves the right to suspend or cancel Customer’s account if Customer’s talk, text and data usage patterns continuously and excessively exceed the average usage of other Customers on the same plan. PTel reserves the right to deny unlimited talk, text and data services or cancel existing service to Customers for any reason at any time at PTel's sole discretion.
UNLIMITED SERVICE INTENDED USE. Customer agrees to use our Unlimited talk service strictly for live conversations between two people for personal use and that no call should be left unattended for any period as described in this Agreement. Customer agrees not to use the Unlimited talk, text, and data service for any type of “spamming”; telemarketing calls; any type of data, broadcast or recorded transmissions; conference calls; any monitoring services; auto-redial; any type of commercial use, or abusive messaging or calling. Repeated and extended duration calls made to numbers where communication takes place exclusively with an automated system are not allowed. Customer understands that the unlimited talk, text and data services are not intended to be used continuously, without breaks, to create the functional equivalent of a dedicated line. Customer agrees to use the unlimited data service for web browsing, messaging and similar activities on your device and not on any other equipment. Customer agrees not to connect their device to a computer to access the web or other data networks (“tethering”). Tethering your device is not permitted. The Unlimited data service is intended for use from the device and not to be used as Customer’s dedicated internet connection. Customer agrees to use the Unlimited text service for text messaging between two people only. Customer agrees not use the Unlimited text service to send automated text or picture messages to another mobile number or e-mail address, uploading, downloading or streaming of audio or video programming or games, as a substitute or backup for private lines or dedicated data connections. Customer agrees not to use the Unlimited text service to send unsolicited and bulk text messages. PTel reserves the right to suspend, terminate or restrict unlimited talk, text, and data services to Customers who use the talk, text and data services in a manner that interferes with other Customers’ service, degrade service quality for other Customers, and interrupt or negatively impact the network resources.
MISUSE OF SERVICE. By using PTel service you agree not to misuse our service or device. PTel reserves the right to terminate, restrict, limit, block or alter service or eligibility for service if we presume that any Customer is engaging in any type of abusive conduct such as unreasonable use of an abnormal high number of calls and placing repeated calls with long durations as compared to other Customers on the same plan. We have the right to determine, at our sole discretion, if your use is abusive or disruptive to PTel’s systems and/or services and if you are using PTel service in violation of our general terms and conditions or the Unlimited terms of service, in a manner that we feel are excessive. Customer agrees not to allow any unauthorized person(s) to use your SIM card. You agree not to copy, alter, bypass, deactivate, remove, or reproduce any information stored on your SIM card in any way or through a third party. Services are provided at our discretion and we may change or cancel services at any time for any reason, including for improper use of our products or services or for any violation of this Agreement.
Note: A device may be blacklisted for misuse. If a device is blacklisted for misuse, it will not be able to register with PTel’s host network operator and will no longer work (including 911 emergency calls).
SERVICE. Service is subject to transmission limitations caused by atmospheric, topographical and other conditions. Further, service may be temporarily refused, limited or interrupted due to system capacity limitations or limitations imposed by the carrier for any reason, or because of equipment/software modifications, upgrades, repairs, replacement, relocation or any other activity performed by the carrier to improve or repair carrier's system. PTel is not responsible for service interruptions due to natural disasters, acts of God, or criminal acts committed which may affect service. Coverage maps are only approximate. The service area and coverage may vary and change without notice due to the host network operator. Outage and/or interruptions in your service may occur. The speed of service may change depending on the service area you are in. You agree that PTel is not responsible for any issues related to service availability and/or quality of service.
INTELLECTUAL PROPERTY. You agree not to infringe, misappropriate or otherwise violate the intellectual property rights of PTel or any third party unless expressly authorized by PTel. You agree that violating this section harms PTel and PTel shall be entitled to immediate injunctive relief in addition to any and all other remedies available.
LIMITATION OF LIABILITY. PTel is not liable for any damages arising from or in connection with the provision of, or failure to provide, any product or service. We are not liable for any damages arising from or in connection with any acts or omissions made by the host network operator or service provider or any other company involved in the provision of PTel products or services. In no event shall PTel be liable for any indirect, incidental, punitive, special or consequential damages, or damages for loss of profits, revenue, or use incurred by Customer or any third-party, whether in an action in contract, or tort, or otherwise arising from or in connection with the provision of or failure to provide any product or service. PTel may release information about your account when required by a subpoena or other lawful process. We will not provide you with notice of such requests. You waive your right to establish or participate in any type of class action litigation against PTel. You waive your right to a jury trial in any type of dispute with PTel. Your disputes with PTel will be decided by an arbitrator.
ARBITRATION AND DISPUTE RESOLUTION. YOU AGREE THAT ANY AND ALL CLAIMS OR DISPUTES RELATED TO OUR PRODUCTS OR SERVICES, OR TERMS AND CONDITIONS, INCLUDING ANY BILLING DISPUTES WILL BE RESOLVED BY ARBITRATION OR IN SMALL CLAIMS COURT. THE ARBITRATOR MUST FOLLOW THIS AGREEMENT. YOU AGREE TO GIVE PTEL AN OPPORTUNITY TO RESOLVE YOUR CLAIM BY SENDING US A WRITTEN DESCRIPTION OF YOUR CLAIM. WE AGREE TO NEGOTIATE YOUR CLAIM IN GOOD FAITH. IF WE ARE UNABLE TO RESOLVE THE CLAIM WITHIN 60 DAYS AFTER WE RECEIVE YOUR CLAIM, YOU MAY PURSUE YOUR CLAIM IN ARBITRATION. PTEL OR CUSTOMER MAY START ARBITRATION PROCEEDINGS. YOU MUST SEND A DETAILED LETTER DESCRIBING YOUR CLAIM TO PLATINUMTEL COMMUNICATIONS, LLC, P.O. BOX 1825, BRIDGEVIEW, IL 60455 TO BEGIN YOUR ARBITRATION. THE AMERICAN ARBITRATION ASSOCIATION (AAA) WILL ARBITRATE ALL DISPUTES. THE AAA RULES ARE AVAILABLE AT WWW.ADR.ORG. ALL FEES AND EXPENSES OF ARBITRATION WILL BE DIVIDED BETWEEN YOU AND PTEL IN ACCORDANCE WITH THE AAA RULES. EACH PARTY WILL BEAR ANY AND ALL EXPENSES RELATED TO THEIR PRESENTATION OF EVIDENCE. THE LOCATION OF ARBITRATION SHALL BE CHICAGO, ILLINOIS, EXCEPT WHERE PROBHIBITED BY LAW.
INDEMNIFICATION.YOU AGREE TO DEFEND, INDEMNIFY AND HOLD PTEL HARMLESS FROM ANY AND ALL CLAIMS ARISING OUT OF PTEL PRODUCTS OR SERVICES, BREACH OF THE TERMS AND CONDITIONS, ALL REPRESENTATIONS AND WARRANTIES HEREIN, VIOLATION OF ANY LAWS OR REGULATIONS OR THE RIGHTS OF ANY THIRD PARTY BY YOU OR PERSON YOU ALLOW TO USE YOUR DEVICE OR SERVICE.
CUSTOMER COMMUNICATION/NOTICE. By using the PTel service, you consent that PTel may contact you in any way for any and all purposes. PTel may contact you on your wireless phone, via mail, SMS, or email from time to time to inform you of service updates or new offers and promotions from PTel and its partners. PTel Terms and Conditions, airtime rates, cards and card/minute denominations are subject to change without prior notice. Notices from PTel to you are considered delivered after we send notices to any telephone number, email address or physical address you provide to PTel. For any questions or for a copy of the latest complete terms and conditions release, you may contact PTel at 866-CALL-ME-1 or visit us online at ptel.com
Revised: April 10, 2015
Terms and Conditions
By clicking the "Submit Order" button, you authorize PlatinumTel Communications, LLC, dba PTel (“PTel”) to charge your credit or debit card based on the information provided herein and reflecting the amounts displayed to you. Upon success of the transaction your order will be fulfilled and shipped to you. By completing this transaction you agree that any products purchased will be used with PTel service. Any warranties attached to the products and/or services will be null and void should you attempt to activate the PTel handset with a different service provider. PTel reserves the right to cancel or reverse this order for reasons of fraud or misrepresentation. PTel will suspend an account indefinitely upon notice from a credit or debit card processor of a payment dispute or fraud. Though we do our best to provide uninterrupted service and access to this online store, you agree not to hold PTel liable for any interruptions caused by system failures or that occur due to system upgrades and maintenance.
PTel Return/Refund/Replacement Policy
PTel allows handsets purchased from www.ptel.com to be returned within 30 days of the date of activation or prior to the use of 200 minutes of airtime, whichever occurs first. PTel reserves the right to change the return policy terms without prior notice.
IMPORTANT NOTE: In order to ensure you continue to receive the best customer service, and are not without your handset, PTel will ship you your replacement handset prior to receiving the defective handset. You must return the defective handset within 7 days of receipt of your replacement handset, or you agree and understand that PTel will debit your PTel account and/or suspend your account, and/or submit your account to collections in the amount of the full cost of the handset you received.
Contact our customer service department at 866-CALL-ME-1 to confirm you are eligible for a warranty replacement. Additional instructions will be provided on how to handle warranty exchanges. Please note that the warranty will be void if products returned are physically damaged or not packed properly.
Each handset purchased from www.ptel.com is covered by a 30-day warranty for mechanical failure. The warranty expires 30 days after the initial activation. Mechanical failure is defined as failure of the device to operate due to operational, mechanical, or structural failure from defects in materials or workmanship
PTel will not accept handsets that are returned in a damaged condition. PTel does not warranty against loss, theft, abuse, misuse, improper installation, water damage, or customer negligence. We reserve the right to inspect the items for damage and use. Any items that are returned in a damaged condition will not be accepted. Please note that the warranty will be void if products returned are physically damaged or not packed properly. Handsets must be returned with 200 minutes or less of use. Handsets must be returned in the same condition as received (e.g. no cracks/scratches, liquid damage or any type of damage to housings).
PTel does not accept "Postage Due" packages. Packages received with insufficient postage will be returned to sender.
- Contact PTel 866-CALL-ME-1 to request a Return Merchandise Authorization (RMA) for reference (Returns received with an RMA that is incomplete and/or not signed will not be accepted).
- Include all original contents in the return package. Handset and all accessories (handset, accessories, charger, battery/battery cover, and/or activation card, if applicable) must be packed in the original phone packaging and returned in the original shipping box.
- Include completed RMA form in return package.
- Include original invoice in return package.
- Please ensure that there are no other tracking labels attached to your package.
- If provided, please use return label supplied by PTel.
If a return request does not qualify for a prepaid shipping label, we recommend that you use a shipping service that provides insurance and a tracking method for your return (UPS, FedEx or USPS). PTel is not responsible for lost or damaged packages.
All card sales are final. Airtime is non-refundable. Shipping charges are non-refundable. Refunds may take up to 30 days from receipt of the package. Refunds will be issued in the same form of payment. No refunds will be issued after 30 days.
Returned packages that are not in compliance with our return policy will be ineligible for a refund and we may return the package to you at your expense. PTel reserves the right to impose additional fees in the event the information above is not followed according to our policy. We reserve the right to impose a 20% restocking fee.
Any package(s) refused, returned or with an invalid address will result in a charge of all shipping fees to your account. When applicable, a refund will be credited to your account, minus all shipping fees.
If you have any questions you may call 866-CALL-ME-1.