Network guarantee

Standing by our guarantee

If you're not happy, here's what you need to do:

1. Let us know you’re not happy – give us a call on 1300 551 198 or let us call you by filling out the online form and we’ll talk
    
2. Find your nearest participating network guarantee store – check out the store locator. You can spot participating network guarantee stores by looking for the  icon in the store list
    
3. Return your phone, packaging and accessories – within 10 days of making your claim head to your nearest network guarantee store to complete your claim. Don’t forget to take your phone, packaging and accessories with you!
    

Making a clean break

If you’re transferring your number to another carrier, your contract will be cancelled once you’ve returned your phone, packaging and accessories and your transfer has successfully gone through.

If you’re not transferring your number, your contract will be cancelled once you've returned your phone, as well as the packaging and accessories.

Want to know more? See the full nitty gritty below.

The nitty gritty

• These terms and conditions are only for personal accounts and business accounts with up to five connections. There’s different T&Cs and eligibility criteria for business accounts with more than five connections – call 135888 for details.
• The Network Guarantee may not last forever, so get in and try us while it does.
• It’s available to you if you’re approved for a postpaid plan only, and it doesn't count for separate Mobile Payment Plans and rate plan changes.
• To make a claim, you can give us a call on 1300551198 or let us call you filling out the online form within 30 days of the start of your contract.
• Then you'll need to return your new device(s), with all its original packaging and accessories, to a participating network guarantee store within 10 business days of making the claim. You have to be sure that the device is undamaged and as it was when you took it out of the box. Oh, and you’ll also need your proof of purchase (receipt).
• The minimum monthly spend – which is made up of the monthly access fee for the plan and any applicable device fees – and any insurance will be adjusted based on the date the cancellation is finalised. It is considered finalised on the date you return everything, in original condition, to a participating network guarantee store, unless you are transferring your number to another carrier – in that case it will be finalised once everything’s returned and your number has been successfully transferred.
• If you've used the phone a lot and racked up excess usage charges, or charges for things like calls to premium numbers that aren’t included in your plan, you’ll also need to pay these
• Under this guarantee, we can’t actually refund you for any additional accessories that you’ve purchased. If you decide you want to keep your device(s), then we'll obviously need you to pay for it – you’ll see this on your final bill.
• If you purchased a modem outright on a month-to-month mobile broadband plan, we’ll refund the cost of it when you return it in its original condition. If you’re adding a new service to your current Vodafone or 3 account, the Network Guarantee only applies to the new service and not to existing services on the account – unless, of course, they are less than 30 days young themselves and also eligible.
• If there are any credits on your account that have been given to you by Vodafone, they won't be refunded, exchanged or redeemable for cash when you claim.
• IThe Network Guarantee applies to a maximum of one mobile and one mobile broadband claim per person per year, but it doesn’t affect any other rights or remedies you may have under the Competition and Consumer Act 2010 (Cth). Vodafone Pty Limited ABN 76062954554.