OTR Mobile Terms and Conditions Effective Date: May 2025

Welcome to OTR Mobile. These Terms and Conditions ("Agreement") govern your use of all services provided by OTR Mobile, including but not limited to mobile internet plans, leased or purchased hotspot devices, and any related services or websites ("Services"). By activating or using any Service, you agree to be bound by this Agreement.

1. Service Overview

OTR Mobile offers nationwide wireless internet connectivity through third-party networks. Our service is designed to meet the needs of travelers, remote workers, businesses, and individuals who require flexible, portable, or rural internet access. We do not develop, own, or control the core infrastructure used to deliver the service. Instead, our offerings rely on carrier partners that operate FCC-licensed networks.

Service availability depends on your physical location and whether your equipment is within range of the nearest supported cell towers. Coverage areas may change at any time without notice. The service may also experience disruptions due to scheduled maintenance, outages, extreme weather, or other external factors beyond our control. During such events, service performance may degrade or become temporarily unavailable.

The hardware we provide ("Equipment") may also require updates, resets, or reconfigurations. Equipment will not operate during power outages, and some troubleshooting steps may be required to resume service after a disruption. OTR Mobile assumes no responsibility for loss of service due to these or related factors.

Use of our Services is governed in part by the usage policies and network restrictions of our upstream providers. This includes their acceptable use policies, end user terms, and fair use thresholds. These policies may be updated at any time without advance notice, and we are not always notified in advance of such changes.

Your service may be subject to soft or hard data usage thresholds imposed by the carrier. These thresholds are not controlled by OTR Mobile and may result in data prioritization, speed reductions, or other network management actions depending on carrier conditions. We will do our best to inform users of known limitations but cannot guarantee advance notice of changes.

2. Eligibility and Account Responsibilities

To subscribe, you must reside in the US, and be aged 18 or older. When creating an account, you are responsible for maintaining accurate contact and billing information and for all activity under your account. Any abuse, fraud, or unauthorized use may result in service termination.

3. Device Leasing, Sales, and Ownership

3.1 Equipment Ownership
Devices may be leased or purchased outright. All leased equipment remains the sole property of OTR Mobile and must be returned in good condition if service is canceled. Devices must be used only for OTR Mobile services.

3.2 Right to Reclaim Equipment
We may request return of equipment for nonpayment, service cancellation, equipment malfunction, or violations of this Agreement. Failure to return may result in a charge equal to the retail cost of the equipment.

3.3 Equipment Responsibility
You are responsible for maintaining your device in functional condition. Lost, stolen, or damaged units may incur additional charges.

4. Activation, Subscription, and Billing

4.1 Activation Requirements
You must activate your device within 14 days of delivery. Failure to activate may result in account suspension, additional fees, or collections.

4.2 Subscription and Renewal
Service plans are billed in advance on a monthly basis and renew automatically. By subscribing, you authorize us to charge your payment method for ongoing service unless you cancel.

4.3 Pausing Options
Certain plans may include the ability to pause internet service while retaining device access. If eligible, pause features may require additional fees and are limited by time.

4.4 Failed Payments and Reactivation
If we are unable to process your payment, your service may be suspended. A reactivation fee of $50 applies once outstanding balances are cleared.

5. Fees and Charges

5.1 Non-Refundable Fees
SIM kit fees, activation fees, and shipping costs are non-refundable under all circumstances. These fees help cover provisioning and fulfillment costs.

5.2 Equipment Fees
Failure to return leased equipment or returning it in damaged condition may result in charges up to the full replacement value.

5.3 Rate Adjustments
We reserve the right to modify service pricing, device rental rates, or other charges with notice. Changes will be communicated via email or dashboard notifications.


6. Refund and Return Policy

6.1 14-Day Return Window
Devices may be returned within 14 days from delivery for a refund, minus non-refundable fees. Refunds will only be issued if equipment is returned in its original, undamaged condition.

6.2 Return Process
Contact support for an RMA number before returning any equipment. Unauthorized returns may be rejected or delayed. You must use a trackable method and provide proof of shipment.

6.3 Refund Timing
Refunds are processed within 7 business days after the return is received and inspected. Depending on your bank, it may take up to 14 days to post to your account.


7. Service and Network Limitations

7.1 Coverage and Speed
Actual performance may vary due to location, carrier infrastructure, weather, congestion, or hardware limitations. We do not guarantee uninterrupted access or specific data speeds.

7.2 Fair Use Policy
All "unlimited" data plans are subject to fair usage and carrier network management. Improper use, including excessive streaming, public Wi-Fi hosting, or constant file transfers, may lead to reduced performance or termination.


8. Customer Conduct and Compliance

You agree not to:

Use our service for any illegal purpose

Harass or abuse customer service staff

Attempt to reverse-engineer, alter, or resell leased equipment

Bypass network management systems

Violation of this section may result in immediate account suspension or cancellation.


9. Service Cancellation and Termination

We reserve the right to terminate or suspend service if you:

Violate any terms in this Agreement

Fail to pay after multiple notices

Engage in misuse of services or attempt fraud

Cancelled subscriptions must return leased equipment within 14 days or incur charges. Any cancellation does not waive any amounts owed at the time of termination.


10. Legal Liability and Limitations

Our service is provided on an "as-is" basis. We are not liable for disruptions caused by third-party carriers, device incompatibility, weather, disasters, or any event outside of our control. Our liability is limited to the value of one month’s paid service.


11. Chargebacks and Disputes

Initiating a chargeback without first attempting to resolve your concern with our team may result in permanent account suspension and additional fees. Disputed charges found to be valid are subject to a $25 administrative fee.


12. Changes to Terms

OTR Mobile reserves the right to update or modify these Terms and Conditions at any time. Updated terms will be posted to our website. Continued use of the service indicates agreement to all changes.


13. Arbitration and Dispute Resolution

By using our services, you agree to resolve any dispute through binding arbitration in Washington County, Tennessee, in accordance with the rules of the American Arbitration Association.

14. Data Limitations

OTR Mobile offers data plans designed to provide high-speed wireless internet access using approved carrier-certified equipment. Depending on the specific plan and device used, including those certified for mid-band (C-band) and nationwide 5G coverage, users may experience different levels of speed, prioritization, and performance.

For customers using OTR Mobile-certified devices on qualifying plans, high-speed data access is available across supported coverage zones. While some plans are marketed as “unlimited,” all data usage is subject to carrier policies regarding network management and fair use thresholds. These policies may include speed deprioritization during times of congestion or after a certain amount of monthly usage, depending on the plan.

For customers bringing their own compatible device (BYOD), data limits may apply. These plans typically include a predefined monthly data allowance (e.g., 300GB), after which speeds may be significantly reduced or data access restricted, in accordance with the carrier’s policies. With approval, BYOD devices can be used on the 5g unlimited network.

Prohibited uses include, but are not limited to:

Constant or automated video streaming


Running public or guest-access Wi-Fi networks


Hosting servers or file distribution systems


Bandwidth-intensive applications not suited for consumer wireless plans


Please note that OTR Mobile does not control the enforcement of these thresholds or network optimization rules. Changes implemented by the underlying carrier may affect your experience, and such changes may occur without prior notice. All plans, features, and pricing are subject to change at OTR Mobile’s discretion or in response to changes from our carrier partners.

15. Network Carrier-Initiated Termination

OTR Mobile provides internet services through partnerships with national wireless carriers. These services are subject to the rules, limitations, and acceptable use policies of each carrier. As such, the carrier may, at its sole discretion, suspend or terminate your access to the network under certain conditions, including but not limited to:

Violation of the carrier’s Acceptable Use Policy or Terms of Service


Use of the service in a way that is illegal, causes network instability, or negatively affects other users’ experience


Abusive behavior directed toward carrier support staff, representatives, or infrastructure


Receipt of a legal order or regulatory directive requiring disconnection of the service


Discontinuation of service availability by the carrier in your region or across the network


In such cases, the termination or suspension may occur without prior notice. While OTR Mobile will make every reasonable effort to notify you of any network-initiated termination, we may not always receive advance warning.

You remain responsible for all outstanding charges, including unpaid service fees, device costs (if applicable), or lease obligations up to the point of termination. Termination by the carrier does not automatically void any financial responsibilities incurred under this Agreement.

16. Payment Disputes and Chargebacks

OTR Mobile processes payments securely through Shopify and Authorize.net using industry-standard encryption and PCI-compliant payment gateways. By purchasing from our website, you agree to resolve any billing concerns or service disputes by contacting our support team directly before initiating a chargeback or dispute with your card issuer.

We are committed to resolving any legitimate service or billing issues promptly and professionally. Chargebacks filed without first attempting to work with our team may result in account suspension, cancellation of service, and may incur a non-refundable administrative fee of $25 if the chargeback is found to be invalid.

If a chargeback is initiated for a payment related to an active or recently canceled account, the customer remains responsible for returning any leased equipment. If the equipment is not returned, additional charges up to the full retail value of the device may apply.

All disputes must be submitted in writing to support@otrmobile.com. Please include your full name, order number, and a detailed description of the issue. We reserve the right to provide Shopify, Authorize.net, and your financial institution with documentation supporting the validity of the charge, including transaction logs, account activity, and service usage records.




Privacy Policies

OTR Mobile respects your privacy and is committed to protecting your personal information. We do not monitor, analyze, or store customer internet traffic for any purpose beyond what is necessary to deliver reliable service and comply with legal or carrier requirements.

OTR Mobile does not engage in the deep inspection of user network activity, does not store browsing history or personal usage data beyond account-level metrics (e.g., total data usage per billing period), and does not sell or share personally identifiable information with third parties for advertising or non-operational purposes.

However, as we operate using third-party wireless networks, some network management practices—such as traffic inspection, bandwidth prioritization, or performance tracking—may be conducted by the underlying carriers. These practices are outside of OTR Mobile’s control and are governed by the carrier’s individual privacy and data handling policies.

We encourage customers to review the current carrier’s official privacy and open internet disclosures to understand how their data may be handled at the network level. OTR Mobile does not assume liability for carrier-specific data policies or enforcement actions that occur beyond our operational scope.



Contact Information

Support Number: 865-314-7433
Support Email: info@otrmobile.com
Mailing Address: 2114 E Fairview Ave, Johnson City, TN 37601
Business Hours: Mon–Fri, 9AM–6PM EST