How can we help you?

When can I receive a refund of any credit remaining in my prepaid wallet?

• If you contact us (through the Virgin Mobile UAE App, Store, or Email) to cancel your prepaid line (terminate your account) you can request a refund of the available credit balance within your Prepaid line

How do I submit my refund request?

• When submitting your cancellation or migration request, let your agent know you would like a refund
• Your request should be submitted within 90 days of account closure/migration

How will I receive my refund?

• To the extent possible, the Credit Balance shall be returned in the same manner as was originally used by you for payment
• In circumstances where the Credit Balance can't be returned in the same manner as was originally used by you to purchase the credit, your refund will be transferred directly to your bank account. The bank account must be in the same name as the Virgin Mobile account
• Please allow up to 1 month to receive your refund

What kind of credit will be refunded?

• The credit you have loaded directly into the wallet will be refunded
• Any promotional, bonus, or transferred credit, or value of bundles/plans purchased (spent credit), cannot be refunded

Are there any other points I need to be aware of?

• Your Virgin Mobile account and UAE bank account need to be under the same name
• Your request for a refund should be submitted within 90 days of the phone line closure
• Your Virgin Mobile account shouldn't have been closed by EITC (e.g. due to government requests or instructions, fraud, etc)