Credits and Refunds Explained
This article will explain the difference between a credit and a refund. If you believe you've found an error on your bill, please call us on 13 22 55 to discuss the matter. If this fails to resolve the issue, please see our Complaints Escalation Process.
What is a credit?
A credit is an amount of money added to your iiNet account by a Customer Service Representative. They may be applied to your account to correct billing errors or to cover downtime where you were unable to use your services due to a fault.
Unlike a refund, a credit is not returned to your nominated bank account or credit card – it stays on your iiNet account until it is used to balance charges on your next invoice.
For example, if your account has a credit of $50.00 and your next invoice totals $85.00, then your invoice would only require a payment for $35.00.
What is a refund?
A refund is an amount of credit on your iiNet account that is returned to your nominated bank account or credit card. A refund must only be processed if your iiNet account has a credit on it – otherwise it will put your iiNet account in the negative.
For example, if your iiNet account was in credit for $30.00, then a $30.00 refund to your credit card would bring your iiNet account balance back to $0.00.
Please note that as per the Pricing Schedule in our Customer Relationship Agreement, if a refund is required via a means other than credit card (such as a bank account or cheque) then a handling fee of $10 may be charged.
Refunds for closed accounts
When an iiNet service is cancelled, any amount paid in advance is credited back to your iiNet account. This can then go towards charges on your following invoice(s). If you've closed your iiNet account, the credit will go towards your final invoice.
If there is any remaining credit on your account after your final invoice has been paid, you may request it to be refunded. Typically the Customer Service Rep handling your account closure will advise if they'll monitor your account to action any refunds after your final invoice. If this wasn't arranged, please call us on 13 22 58 for assistance.