Still waiting on a

iPrimus

refund?

Understanding when you’re eligible for an iPrimus refund is straightforward:

• Eligible Refund Situations:
  
  
  • Account credits due to overpayment or billing errors.
    
    
  • Incorrect charges or double billing (verified errors).
    
    
  • Prepaid services not delivered or cancelled before use (pro-rata refunds apply).
    
    
• When Refunds Aren’t Possible:
  
  
  • Mid-cycle cancellation of prepaid services (no refunds for unused days).
    
    
  • Early termination fees, upfront modem costs, and equipment charges (unless properly returned).
    
    
  • Non-refundable charges like late fees or admin costs.
    
    

To maximise your refund, time your cancellation carefully, ideally at your billing cycle’s end.

Follow these simple steps to ensure your refund request with iPrimus is quick and effective:

1. Gather Account Information:
   Note your account number and identify the exact refund amount owed.
   
   
2. Contact iPrimus Customer Service:
   Call 13 17 89 (Mon-Fri) or use the Live Chat (daily ~9am–6pm AEST). Clearly explain your refund request and provide relevant account details.
   
   
3. Submit Your Refund Request:
   Clearly state the refund amount and reason.
   
   
4. Provide Payment Details:
   Be ready with your BSB and account number for bank transfers or confirm your credit card details.
   
   
5. Request Confirmation:
   Get a reference number or written confirmation for your records.
   
   
6. Follow Up if Necessary:
   Mark the expected refund date - follow up with iPrimus if your refund doesn’t arrive as promised. Escalate to a formal complaint or the Telecommunications Industry Ombudsman (TIO) as a last resort if unresolved.
   

Curious about how fast iPrimus refunds your money? Here's what to expect:

• Typical Refund Timing:
  Usually processed in 3–5 business days after approval, often reaching your account within one week.
  
  
• Processing Differences by Payment Method:
  
  
  • Bank Transfers (EFT): Fastest, usually within 2–3 business days after initiation.
    
    
  • Credit/Debit Cards: Slightly slower, approximately 5–7 business days due to card processing delays.
    
    
• Potential Delays:
  
  
  • Outdated or incorrect bank details.
    
    
  • Final account adjustments or verification for closed accounts.
    
    
  • Public holidays/weekends adding extra waiting days.
    
    

If your refund isn't received within two weeks, promptly contact iPrimus customer support with your reference number.

iPrimus offers several convenient methods to process your refund:

• Account Credit (Default):
  Any overpaid amount remains as credit unless you specifically request a refund.
  
  
• Electronic Funds Transfer (EFT):
  Refund directly deposited into your nominated bank account.
  
  
• Credit/Debit Card Reversal:
  Available if you paid originally by card; refunds are credited back to the same card account.
  
  
• No Cash or Cheque Refunds:
  All refunds are electronic for speed and security - cash or cheques are not typically available.
  
  
• Credit Transfer Between Services:
  Credits can potentially be moved between different iPrimus accounts you own, upon request.
  
  

Important Reminder: Always ensure your payment details are current to avoid any refund delays or misdirected funds.

Avoid these common pitfalls when requesting your iPrimus refund:

• Incomplete Service Cancellation:
  Ensure services are properly cancelled and get written confirmation to prevent ongoing charges.
  
  
• Delays After Approval:
  Promptly follow up if the refund timeframe passes without receiving payment.
  
  
• Eligibility Disputes:
  Clearly document billing errors or credits. Politely insist on escalation if needed.
  
  
• Interdepartmental "Runaround":
  Confirm you're dealing directly with the billing team to efficiently resolve refund issues.
  
  
• Partial or Unexpected Deductions:
  If your refund is lower than expected, request a clear explanation. Contest any incorrect deductions immediately.
  
  

Pro tip: Maintain written records of all interactions - this speeds up the resolution process.