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Can you get a refund from Exetel? Check eligibility first
Exetel issues refunds only when there’s a valid reason or entitlement. Common qualifying scenarios include:
- Account credit after cancellation – e.g. you prepaid beyond your cancellation date.
- Incorrect charges or overbilling – including charges after service termination.
- Service outage – pro-rata refund for extended downtime due to Exetel’s fault (on request).
- Fee refunds – for activation/setup charges billed in error or later waived.
Not refundable:
- Unused prepaid mobile or PAYG balances.
- Unused days within a billing period if you cancel mid-cycle (no pro-rata).
- Promotional credits (non-cashable).
- Hardware purchases (unless returned within a trial period).
How to get a refund from Exetel
- Contact support – Call 13 39 38, use live chat, or email.
- State your case clearly – Include account number, amount, and reason.
- Provide evidence – e.g. final bill showing a credit, outage records, or cancellation confirmation.
- Confirm refund method – Usually original payment method. Update details if the account/card was closed.
- Get a reference number – Keep for follow-up.
- Monitor for payment – Follow up if not received within expected timeframe.
Exetel’s refund timeframe - how long it takes
- Credit card reversal: ~5–7 business days.
- Bank transfer (EFT): ~5–10 business days.
- Final bill credits: Processed after billing cycle closes. This may take a few weeks from cancellation.
Most straightforward refunds appear within 1–2 weeks once approved. Delays can occur if payment details need updating or during public holidays.
Exetel’s refund methods - how you'll get your money back
- Original payment method – Credit card or direct debit bank account.
- Alternate EFT – If original account/card closed.
- Account credit transfer – Move funds between active Exetel services (on request).
No cash, cheque, or gift card alternatives. Refunds are full value. No processing fees.
Common refund issues with Exetel
- Continued billing after cancellation due to incomplete closure requests.
- Refund delays despite approval (requires follow-up).
- Miscommunication between support reps causing confusion.
- Non-refundable prepaid credits causing surprise.
Exetel cases submitted through Ajust
Customer experiences with Exetel refund cases
Pro-rata success: A customer with a planned cancellation received the unused days’ refund promptly.
Billing error: Overcharges after a number port-out were eventually refunded after multiple contacts.
Admin mix-up: A refund was issued but the system still flagged a debt. Resolved after escalation.
How Exetel Refund Policy Compares to Competitors
- Notice period: Exetel’s removal of the 30-day rule aligns with Optus/Telstra; now more flexible than TPG/Superloop.
- Mid-cycle refunds: Matches big telcos (no pro-rata daily billing); smaller ISPs like Buddy Telco may refund unused days.
- Refund request process: Similar to most ISPs: must contact support; no in-app request like some energy providers.
- Customer satisfaction: Trustpilot rating ~4.6★, indicating high recent satisfaction compared to some rivals.
Exetel Refund FAQs
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