Last update: 12.09.2025
Using the Operator's services constitutes acceptance of these Terms.
The provider ensures the possibility of refunding unused subscriber funds in case of service cancellation or early contract termination. Below are the conditions for refunding paid amounts depending on the type of subscription fee, the procedure for receiving a refund, and the timeframe for execution.
Refunds for daily subscription fees
Daily subscription fee: If a subscriber used a daily payment plan and decides to stop using the service, the provider will refund the remaining unused funds. After the service is disconnected, all money remaining on the subscriber’s personal account (and not spent on daily payments up to the disconnection day) will be refunded to the subscriber’s personal bank account. In other words, if the subscriber prepaid and did not use part of the funds (due to early service termination), the unused amount will be compensated to the subscriber.
Refunds for monthly subscription fees
Monthly subscription fee: In the case of prepayment for monthly internet services, the subscriber also has the right to a refund of the unused portion. If the service was paid for a month in advance but the subscriber cancels the service or terminates the contract before the end of the paid month, the provider will refund the cost of the unused days of that period. The refundable amount is calculated proportionally to the remaining time until the end of the paid month (i.e., for the days when the service will no longer be provided). The unused portion of the paid month is returned to the subscriber’s account after submitting the corresponding refund request.
Refunds for annual subscription fees
Annual subscription fee: If a subscriber paid for services in advance for a year (annual payment) and decides to stop using the services earlier, they are entitled to a refund for the unused period. The provider will recalculate: the period during which the service was provided will be considered, and the remaining amount for unused months will be returned to the subscriber. It is important to note that annual prepayments often involve discounts or promotional rates; in case of early termination, the cost of already used months may be recalculated at the standard rate, and the remaining funds will be returned to the subscriber. In any case, the unused portion of the annual subscription fee is refundable similarly to other prepaid periods.
Annual contract with mandatory payment upon early termination
1-year contract (with obligation to pay for the full term): Some tariff plans or promotional offers involve signing a 1-year contract, under which the subscriber agrees to use the services for at least 12 months or pay a penalty in case of early termination. If the subscriber terminates the annual contract early, a refund for the unused period is generally not provided, as the subscriber is obliged to pay for the entire contractually agreed period. In practice, the prepaid amount covers the minimum usage period, so if the subscriber exits the contract early, unused funds may be applied as payment for the penalty or remain with the provider according to the contract terms. In other words, prepaid funds are not refunded upon early termination of the annual contract, as they cover the subscriber’s financial obligations under the contract. Subscribers should carefully review the terms of the specific tariff or promotion: it may specify that if the contract is terminated before 12 months, the provider does not refund the remaining balance, and sometimes the subscriber may also need to pay the difference (e.g., recalculated at the standard monthly rate without discounts, etc.). Exceptions may only apply in circumstances where the contract is terminated due to the provider’s fault, if such conditions are provided for in the contract.
Procedure for Requesting a Refund
A refund request is submitted by filling out a refund application and verifying the subscriber’s identity. To receive their funds, the subscriber must follow these steps:
Filling out the application. The subscriber must complete a refund application (standard form). The application template is available on the company’s official website (section Documents). The application should include the subscriber’s personal data, account number, refund amount, reason for refund, and other relevant details.
Submitting the application to the provider. The subscriber can submit the completed application in one of two ways:
By email: Send a scanned copy/photo of the signed application from the email address registered in the subscriber’s account to the provider’s finance department – [email protected].
In person at the office: Submit the application in person by visiting the provider’s office. The subscriber must bring documents that verify their identity for identification purposes.
Identity verification. If the application is submitted via email, the subscriber must use the same email address listed in their account with the provider – this serves as identity verification. When submitting in person, the subscriber must present one of the following identity documents:
- electronic Ukrainian ID (ID card in the “Diia” app) or electronic international passport in “Diia”;
- Ukrainian passport of the old format (booklet);
- Ukrainian passport for travel abroad (international passport, booklet);
- driver’s license;
- pension certificate.
Upon receiving the application, the provider’s finance department verifies the data, calculates the unused balance (if applicable), and processes the refund.
Refund Timeframes
The timeframe for refunding funds to the subscriber is governed by the current legislation of Ukraine. The provider strives to process refunds as quickly as possible, but the maximum processing period is up to 30 (thirty) business days from the date of receiving the request. This timeframe complies with applicable regulations: according to the Rules for the Provision of Telecommunications Services, the operator must refund unused funds to the subscriber no later than 30 calendar days from the subscriber's request.
Compensation in Case of Erroneous Charges
If, due to the provider's fault, an erroneous or excessive charge occurs on the subscriber’s account, the company undertakes to return these funds to the subscriber. In other words, if a technical failure or billing error causes an extra charge (e.g., double subscription fee or charge for a service the subscriber did not use), the provider will verify the case and, upon confirmation of the erroneous charge, fully refund the overpaid amount. This also requires the subscriber to submit a request (via support or in writing), after which the erroneously charged funds will be credited back to the subscriber’s account or refunded electronically. The company values its clients and follows the principle that subscribers should not lose money due to provider errors; all overpayments will be refunded as soon as the issue is identified.
Refunds for Legal Entities
Legal entities (business clients) also have the right to a refund of unused funds, and the procedure differs slightly. In particular, refunds for corporate subscribers are processed based on an official request letter from the company. The letter must be on the company letterhead, signed by an authorized person, and sent to the provider via an electronic document management system (e.g., Vchasno.ua or M.E.Doc). The letter should include the company’s details, contract number and date, refund amount, and reason (contract termination or other grounds). Upon receiving the official request, the provider reconciles the accounts and refunds the amount to the company’s bank account. Refund timeframes for legal entities are the same – up to 30 days from receipt of the request, provided all details are correct.
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