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 United States 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.

Accounts are non-transferable. Only the account holder or an authorized contact may make changes to the account.

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, Return, and Exchange Policy

6.1 14-Day Standard Return Window

Devices may be returned within 14 days of delivery for a refund, minus any non-refundable fees (including activation, SIM kit, and shipping). Devices must be returned in original, undamaged condition with all included accessories. 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 for funds to appear in your account.

Service fees are non-refundable. The 14-day return window applies only to equipment purchases, not to monthly service charges.

6.2 21-Day Worry-Free Guarantee

If your device is defective or non-functional within the first 21 days of delivery, OTR Mobile will cover the cost of return shipping or provide a prepaid return label. Customers may request either a replacement unit (exchange) or a refund, subject to inspection.

6.3 Exchanges Within Warranty

If equipment is covered under warranty and is found to be defective, OTR Mobile will provide an exchange at no additional cost. Customers are responsible for returning the original device. Warranty coverage does not apply to physical damage, liquid damage, or other customer-caused failures.

6.4 Exchanges Outside of Warranty (Owned Devices Only)

For devices purchased outright, exchanges requested outside of warranty coverage may be subject to an exchange fee determined on a per-equipment basis. This fee is refundable if inspection confirms the issue was not caused by physical or liquid damage. Customers are responsible for shipping devices back to OTR Mobile unless covered under the 21-Day Worry-Free Guarantee.

6.5 Leased Equipment

Leased devices are covered under warranty for the full term of the lease, excluding cases of physical or liquid damage. Exchanges for leased devices under warranty are provided at no additional cost. Customers with leased equipment must return the device in good working condition when service is canceled. Lost, stolen, or damaged leased devices may incur charges up to the full retail replacement value.

6.6 Equipment Tracking

OTR Mobile previously required RMA numbers for returns or exchanges. At this time, devices are tracked exclusively by their IMEI number. Customers must provide the correct IMEI associated with their account when requesting an exchange or return.

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

9.1 Customer-Initiated Cancellation

Cancellations can only be submitted through live chat on our website or by calling our support team at 865-314-7433 during business hours. Email, social media, or other channels are not accepted for cancellations.

Cancellations are immediate once confirmed by OTR Mobile.

Cancellations cannot be scheduled for a future date.

Any remaining prepaid service days are forfeited upon cancellation. No refunds or credits are issued for unused time.

9.2 Owned Equipment Accounts

If you purchased your device outright, cancellation takes effect immediately once confirmed via live chat or phone. No device return is required.

9.3 Leased Equipment Accounts

For accounts with leased equipment, cancellation is not considered complete until the leased device is either:

• Received by OTR Mobile in good working condition, or
• Verified as shipped back with a valid, trackable shipping number provided to OTR Mobile.

Outside of our 21-Day Worry-Free Guarantee, customers are responsible for all return shipping costs when sending leased equipment back. If leased equipment is not returned within 14 days of cancellation request, you may be charged up to the full retail replacement value.

9.4 OTR Mobile-Initiated Termination

OTR Mobile may suspend or terminate service immediately if you fail to pay, misuse services, attempt fraud, violate this Agreement, or if required by our carrier partners. In such cases, any leased equipment must be returned within 14 days or replacement charges may apply. Termination does not waive any outstanding balances owed at the time of cancellation.

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. We are not responsible for lost business revenue, consequential damages, or data loss arising from service disruptions.

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. You waive the right to participate in class-action lawsuits against OTR Mobile.

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.

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 Policy

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