User Guide
Customer Agreement
Customer Agreement
Customer Agreement 165164 Customer Agreement
• Ordered a new phone without paying the activation fee
• Have used more than 30 minutes of talk time
• Have used more than 25 MB of data
• Activated two phones and are returning only one phone
• Cancelled your service after 30 days
• Send a device that is not in “like-new” condition, as determined by GreatCall
The shipping charges are non-refundable. If you have used more than 30 minutes of talk time within 30 days from the date of
purchase, and did not exceed your plan minutes, then we will charge you the less amount:
• Your monthly service charge; or
• 35¢ per minute for each additional minute over 30 minutes If you have used more than 30 minutes of talk time within 30 days
from the date of purchase, and did exceed your plan minutes ,then we will retain your monthly service charge plus $0.35 per
minute for each additional minute over your plan minutes.
Return Information:
• Please call our Customer Service Department at 1-800-733-6632 to cancel your account and obtain a return authorization
number. If your phone was purchased from a retail store, it must be returned to that store and is subject to the retailer’s return
policy.
• Approved returns must be shipped back at the customer’s expense in the original packaging.
• Refunds, if applicable, will be processed back to the party that paid in the same manner that payment was received. Please
allow 21 business days for processing. You will be charged a $10 restocking fee.
3.2 Service Cancellation
If for any reason you are not completely satisfi ed with your service and you wish to cancel, you’ll be able to do so as described
below. However, if you have purchased any Add-On Minutes, they are not refundable and these minutes will expire after your last
bill.
You will receive a fi nal bill that will detail all the charges and credits on your account.
If you wish to cancel your service before the end of a given month, you’ll be responsible for any account charges and overages
through the date of your fi nal bill. If you have purchased any Add-On Minutes, they are not refundable and these minutes will expire
after your fi nal bill.
Although cancellations are effective immediately, we don’t bill for partial months; therefore, you’ll be charged for the entire month.
4. Charges And Fees
There is a fee associated with beginning your service and there may be a fee associated with reactivating your service. Usage
charges vary depending on where, when and how you call, including toll-free and Operator-assisted calls. Additional features and
services, such as Operator assistance, may have extra charges.
4.1 Roaming And Long Distance Charges
There are no long distance or roaming charges for any calls made within the domestic U.S. There may be additional charges for
international calls and texts.
4.2 International Rates
When calling from the domestic U.S. to other countries, or when calling from outside of the domestic U.S., additional international
calling rates will apply.
4.3 Taxes, Fees And Assessments
We are required by law to charge you certain taxes, surcharges and assessments that will be included on your bill. You are responsible
for paying all taxes, surcharges and assessments associated with your GreatCall products and services. These may change from time to
time, and we may not be able to give you advance notice about how these changes may affect you. Except as prohibited by law, we may
also, at our discretion, require you to pay regulatory and administrative fees to recover our costs of complying with regulatory mandates
and Universal Service fees or similarly imposed charges. Any customer who is eligible for an exemption from any tax or fee must provide
us with a verifi able, valid and properly executed tax-exempt certifi cate. Any tax exemption applies only after the date we receive the
certifi cate from you and have verifi ed your eligibility for the exemption.
4.4 How We Calculate Your Bill
Your bill is our notice to you of your fees, charges and other important information. It refl ects the fees and charges in effect for your
service plan at the time they are incurred. We charge for usage after calls are made or received and charge access and other fees
in advance. The length of a call will be rounded up to the next full minute. Charges start when you’re connected to an outgoing or
incoming call and end after you hang up your phone, the other party on your call hangs up, or the call ends through disconnection.
We only bill for calls that connect, including calls answered by machines. Standard usage charges apply to toll-free calls. There may
be additional usage charges for credit card or third party Operator-assisted calls, which may be required in certain areas. You will
incur usage charges at a minimum rate of $0.35 per minute if you exceed your service plan minutes. Billing for usage and related
charges may sometimes be delayed. Delayed usage charges may be applied in the month they appear on your bill against minutes
included in your service plan for that month, rather than against the included minutes for the month when you actually made or
received the call. This may result in charges higher than you’d expect in the later month.