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Return & Refund Policy


Return & Refund Policy

Disputed Charges

If you think that there has been an error in any charge associated with your NetOnTheRun Account, you must notify us within 30 days after the date on which the disputed amount has been charged to your registered payment method. You must pay your invoice.  If payment is not made you may experience an Account Suspension.  You must submit dispute notification through our online Support feature and one of our advisors will investigate your claim. If you do not notify us within 30 days, and unless otherwise provided by applicable law, you hereby waive any right to dispute the charge in the future, including in arbitration or a court proceeding. If we determine in our sole discretion that the disputed charge was incorrectly charged and was raised by you in a timely manner, we will credit or refund the amount to you. If we credit or refund the disputed charge, you hereby agree that to the fullest extent permitted by applicable law, the dispute is fully and finally resolved and not subject to further proceedings.


Credit Card Chargebacks

If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms.


OnRelay Satisfaction Guarantee

If within the first 15 days after purchasing your OnRelay Service from, you are not fully satisfied for any reason, you may request a full refund  NO QUESTIONS ASKED  -although we would always like to know, so we can improve the experience for other customers. 


SIM Service Return Policy

All Sales are final.  Returns will only be accepted for replacement of defective SIM


Equipment Return Policy

All Sales are final.  Returns will only be accepted for replacement of defective equipment.


Defective Equipment

We will exchange any Equipment that you purchase from which has a manufacturer's defect, if you return the defective Equipment to us within fifteen (15) days of the date we ship the Equipment to you and you otherwise meet and follow the requirements specified below.

If you're having a problem with your Equipment, please contact us at: We will try to resolve the issue with you. If we cannot resolve the issue, and if the issue is caused by a manufacturing defect in the Equipment, we'll send you a replacement (a similar unit or one of comparable quality) at no cost to you. We may ask you to return the Equipment to us, in which case you must follow the Equipment Return Procedures below. If we determine, in our sole discretion, that the returned Equipment is not defective, we will not exchange the Equipment, and your original Equipment will be returned to you, at your expense. Before contacting Support, please test the Equipment on two computers or mobile devices to verify whether it is an Equipment problem and not a computer/mobile device problem.


Equipment Return Procedures

If you are eligible to return Equipment, please submit an Equipment return request using our online Support feature, specify the reason for the return, and include the model and MAC number and we will issue a Return Material Authorization (RMA) number to accompany your authorized return, which will also tell you where to ship the Equipment. We cannot accept any return, without a RMA number. Please pack the Equipment in its original packaging with the original carton contents that we provided to you; and include a copy or your purchase receipt or other proof of purchase. All Equipment must be in like-new condition (reasonable wear and tear excepted) and include all accessories included in original Equipment package. Refunds, deposit returns and exchanges will only be issued to the purchaser whose name appears on the purchase receipt. Please retain a copy of your purchase receipt for your records. Equipment subjected to neglect, misuse, liquid damage or non-standard wear and tear, is not eligible for our return or exchange programs. Shipping and handling charges are not refundable. Restocking fees may apply. To the fullest extent permitted by applicable law, you are responsible for paying all shipping, insurance and any other costs in connection with your return of Equipment for any reason. reserves the right to refuse delivery of any Equipment if you have not paid such costs may accept delivery and bill you for such costs.

If you purchased your Equipment from another retailer or website, the retailer's or website's return policy applies to your device; please do not return it to 


Equipment Return address:

Netontherun, Inc.
5928 Hixson Pike Ste. A-220

Hixson TN 37343

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