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Refunds go back to your balance

Refund Policy

When a port or a data plan is credited back, where the money goes, and what cannot be refunded.

Last updated: · 3 min read

Quick answer

Does CellMast give refunds?

Yes, as a credit to your balance. CellMast credits a dedicated 4G/5G port back in full within 24 hours of delivery (2 hours for a 1-day port) if it does not work and cannot be fixed or replaced, or if it carried less than 500 MB, and at any time if a port cannot be delivered within 24 hours. A rotating mobile data plan is credited back within 72 hours if less than 20% of it and no more than 1 GB was used. Top-ups are not paid back, except where the law requires it. No KYC is needed to ask.

1. When is a plan refunded?

Dedicated 4G/5G ports

  1. Within 24 hours of delivery (2 hours for a 1-day port), the port is credited back to your balance in full if it does not work and we cannot fix or replace it, or if it has carried less than 500 MB.
  2. A port we cannot deliver within 24 hours is credited back in full.
  3. A later fault: if a port stops working later and support cannot fix it within 24 hours, the lost days are credited back.

Rotating mobile data (per GB)

  1. Within 72 hours of purchase, a plan is credited back to your balance if you used less than 20% of its traffic and no more than 1 GB.
  2. A plan that does not work, and that support cannot fix within 24 hours, is credited back in full.

If a port stops working during the rental, write to support first: the port can often be moved to another modem, and the time left on the rental is kept.

2. How do I ask for a refund?

  1. Write to support

    Email [email protected] from the address on your account, or include your account number in the message.

  2. Name the plan

    Give the plan name, the purchase date and, for a port, the port label or country and carrier.

  3. Get the credit

    Once checked, the amount returns to your balance. Email replies within 12 hours, 7 days a week.

3. Where does a refund go?

To your CellMast balance, in US dollars. You can spend it on any port or data plan, in any country zone. Unused balance stays on your account and never expires, but it is not paid back, except where the law requires it.

Top-ups are not paid back to crypto wallets, except where the law requires it. Paying out to an address would mean checking who owns it, which is the kind of identity check CellMast does not do.

4. What cannot be refunded

  • Top-ups, once credited, except where the law requires it.
  • Ports used for 500 MB or more, after the 24-hour window (2 hours for a 1-day port), unless the port did not work and could not be fixed or replaced.
  • Data plans after 72 hours, or with 20% or more of their traffic, or more than 1 GB, used.
  • Plans on an account suspended for breaking the Acceptable Use Policy.
  • Speed or behaviour that depends on a target site or a carrier, such as a site that limits an IP. Support can rotate the IP or move the port; that is the remedy.
  • Network fees paid by your wallet when you topped up.

5. Can I charge back a crypto payment?

No. A blockchain transfer cannot be reversed by a bank or card network. If something went wrong with a top-up, such as a wrong network or an amount below $25, write to support with the amount, the coin, the network and the date, and we will look for it.

6. Changes to this policy

A change to this policy never applies to a plan bought before the change. The date at the top of the page shows the current version, and the changelog records each change.