We want you to be happy with our network performance so we’re giving you a
guarantee. Step up to a new phone on a Vodafone plan and if you don't love
our network
within the first 30 days just bring your phone back and pay for what
you’ve used until your cancellation goes through*. Easy.

 

Standing by our guarantee

If worst comes to worst and you’d like to make a claim, head here and we’ll walk you through the steps. If you’re just having trouble and need some help, head to our support section or give us a call on 1555 from your Vodafone mobile, or 1300 650 410 from any other phone.

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 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.
  • The 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.