Due to the upcoming holiday, Phone Support will shut down at 5 PM EST on 12/23/2022. Chat will be available until 7 PM. We will also have minimal staff available on Christmas Eve, so our employees can stay with loved ones. Chat will be open from 11 AM -5 PM EST on 12/24/2022. Christmas Day we will be closed.
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OTR MOBILE



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Terms of Service

Thanks for choosing OTR Mobile, inc. Please read all of our Terms & Conditions (“T&Cs”), which contain important information about your relationship with us.

When are Terms and Conditions Agreed Upon

It is impossible to complete any transaction without acknowledging and agreeing to OTR Mobile’s Terms and Conditions. 

Our checkout process does not allow ANY purchase to be completed without acknowledging and accepting our Terms and Conditions.

All customers are expected to stay current with any changes posted to our terms and condition page throughout the entire length of their service with us.

When providing us your information

You acknowledge that you are eighteen (18) years of age or older and agree that you have the legal authority to enter into this agreement. You agree that all information supplied to us during any purchase is correct and complete. You understand that providing OTR Mobile, inc. with false or incorrect information may result in additional fees, product and/or service delays, or suspension or termination of your services.

OTR Mobile Fair Usage commitment

OTR Mobile strives to provide the best mobile connectivity experience possible, and our growth shows how much our customers enjoy what we’re doing. Although most of our customers will experience no throttling or de-prioritization, this can occur during heavy tower traffic and congestion. As a customer of OTR Mobile, you understand and agree to abide by our providers’ fair use policies and their speed and prioritization determinations without recourse to OTR Mobile. In those situations involving fraud, abuse, or excessive usage, your service may be terminated by the provider without notice and without a refund. Abusers are defined as those who are surfing/downloading illegal content and are those who purposefully push limits or conduct known illegal activity like torrenting etc. OTR Mobiles service is intended to be a secondary source of the internet.

Charges for Mobile Hot Spot Plans

All charges for mobile hot spot plans, which you purchase from OTR Mobile, Inc., are paid in advance. Full payment is due at the beginning of each plan period. Under no circumstances will any proration of the charges be made regardless of the length of service provided by OTR Mobile, Inc. during the plan period.

Device Purchases and Returns

Any product purchased from OTR Mobile, Inc. may be returned to us within 15 days in the same condition it was delivered (exceptions may apply). Customers are responsible for the return of the products purchased within the 15 day trial period. The product must be in its original packaging for a refund. All physical products sold must be returned before any refund will be provided. Any device purchase is considered a separate purchase from your service. Following this 15-day period, you are not entitled to any refund of your purchase for any reason.

Products that include service come with a 15-day trial period. If you choose to cancel within the trial period, A refund will be given that excludes 15 days of service, a $36 Activation fee, and $10 SIM/vSIM fee.

All subscription-only purchases are final. Once you complete your purchase, no refund can be issued.

A restocking fee of $25 will apply to device-only and/or accessory purchases above $99. If returned in the first 15 days, this fee will be subtracted from the refund amount.

If you fail to comply with any of these charges. The product you purchased from OTR Mobile, Inc. will be withdrawn. You will not seek and are not entitled to any chargeback or other credit from your bank or credit card company.

Authorization to Pay by Credit or Debit Card

If the Payment Method you choose is to pay by credit or debit card, we may obtain pre-approval from the card issuer for an amount up to two times the purchase amount. We will bill your card at the time of purchase (same day) for auto-renewals, and you will be billed continually every month until canceled by written or verbal consent. A written cancellation request can be sent via our LiveChat link on www.otrmobile.com. If you complete an auto-renewal or one-time renewal purchase before your 30 days has ended, you will not lose any days of service. Your 30 days will be considered paid for in advance and be applied to your account after the current 30 days have ended. If you cancel an order before completion, that pre-approval may result in your funds or available credit not being immediately available. If you pay by debit card and your payment results in an overdraft or other fee from your bank, you alone are responsible for that fee. When a refund is processed, we will complete it on our end within 2 business days; an email will be sent to the email on your account. It can take your bank 3 to 7 business days to return the funds to you. Failed auto-renewal payments will result in service termination and additional fees and penalties to reconnect your service. In addition, your original payment date will remain in effect regardless of when the renewal payment is made. (If the due date is the 1st and you pay on the 4th, your next payment will be 30 days from the 1st). If you dispute a valid credit card charge with OTR Mobile, inc., your account may be terminated. Accepted payment methods include Visa, MasterCard, American Express, and Discover.

Taxes

You agree to pay all taxes and fees imposed by governments or governmental entities. We may not be able to give advance notice of changes to these charges. However, we will do our best to notify you in a timely manner.

Plan Renewal

OTR Mobile only offers a monthly subscription for its service. Any cancellation or stoppage of your subscription will result in termination of service at the end of your cycle. To continue or reinstate services, a late fee is required. All billing is done electronically. All customers enrolled in automatic billing will be charged automatically for each billing period on their respective due dates with their selected payment method. All customers enrolled in automatic billing must pay the total amount owed on the 30th day or prior to continue uninterrupted service. Customers with 2 or more failed payments may have their accounts terminated or pay extra fees to continue service. If you are on a grandfathered rate plan through auto-renewal services, a failed payment could result in your price plan being removed and your account set to the most current pricing.

Plan Changes & Data Renewal

Due to OTR Mobile being a prepaid service provider, mid-cycle plan changes are not allowed. Any plan change request must be submitted through customer service. If you are currently on a Titan or Sierra plan, your data will reset 30 days from the activation date. Regardless of your payment date, your data will reset between these dates. If you exceed your data limit during this time period and need the internet sooner, you will have to purchase another plan.

Equipment

All accounts must be activated with an IMEI that you, the customer, provide us. The IMEI is your mobile device’s unique identification code. If you wish to change the activated device on your account, it is your responsibility to notify us before the change is made. You must notify OTR Mobile directly and coordinate the change with us for your service to proceed smoothly through a device change transition. If you change the device on your account or alter the IMEI without prior notice and consultation with OTR Mobile, your service might be canceled by the provider without notice. Should that occur, your account will be terminated by OTR Mobile, and no refunds or prorations will be issued.

Modems, routers, antennas, and cables are available for purchase. OTR Mobile, inc will provide an exchange, return and warranty policies for those devices. End users can provide their own equipment; OTR Mobile, inc. cannot be held liable for providing technical support for end a user that provided their own equipment. In addition, OTR Mobile, inc. cannot guarantee that end user-provided equipment will work correctly with our service. A Restock fee of $25 will apply to purchases shipped to customers. This includes, but is not limited to, wireless devices and bring your own sim packages. This fee will be subtracted from the total amount of the refund. The restock fee does not apply to the purchase of monthly service for existing customers; monthly service purchases are final and cannot be refunded.

Service Speeds and Signal

Speed and Signal strength depend upon the cellular service coverage and equipment capabilities. The maximum speed for the service is 100 Mbps; however, this is not the average speed that our customers experience. Most customers experience speeds of 12 Mbps to 35 Mbps. OTR Mobile, inc. does not offer, promise, or guarantee minimum speeds. All services are provided on an AS-IS basis, and speeds are not guaranteed.

Termination of Service

ALL SALES ARE FINAL.

Due to the unique nature of the service offered by OTR Mobile, Inc., it may become necessary on rare occasions to permanently terminate or temporarily suspend our service at any time without advance notice to you. You expressly agree that we have the absolute right to do so. In such event, you will not be entitled to any refund or proration of any payment, including prepaid plans, you have made. You agree not to seek any chargeback or other credit from your bank or credit card company and expressly acknowledge that the total amount of payment you made was properly due and owing.

A restocking fee of $25 will apply to purchases that are shipped to customers. This includes, but is not limited to, wireless devices and bring your own sim packages. This fee will be subtracted from the total amount of the refund. The restock fee is not applicable to the purchase of monthly service for existing customers; monthly service purchases are final and cannot be refunded.

We reserve the right to modify or discontinue the service, temporarily or permanently, at any time without notice. We may change any terms, rates, conditions, fees, expenses, or charges regarding your service at any time without notice.

You can choose to cancel your service at any time with the understanding that there will be no refund. All services once paid for, are non-refundable. Once a service is paid for, it cannot be canceled for a refund. To request the closure of your account, please use our live chat link on www.otrmobile.com. All cancelations must be made a minimum of 72 hours before your next renewal date. Your account will then be closed at the end of the time period you have paid for. If you request that the account be closed on the same day, there will be no refund on future days of service or previous payments.

Outages and Service Delays Out of Our Control

OTR Mobile, inc. will not be liable for delays, damages or failures in performance due to causes beyond its reasonable control, including, but not limited to, acts of a governmental body, acts of God, acts of third parties, fires, floods, strikes or other labor-related disputes, of other things we do not control, or an during a warranty replacement.

Revisions and Price Increases

OTR Mobile, inc. may revise the terms and conditions of this agreement from time to time, including any of the policies which may apply to usage of accounts or pricing, by posting such revisions to our website at www.otrmobile.com/terms-conditions. You agree to visit this page and the links thereon periodically to be aware of and review any such revisions. Product costs can occur without notice. You will be notified regarding a price increase in your monthly plan prior to the effective date of the price increase. If you do not agree to the new renewal price, it is your responsibility to notify OTR of the cancellation of your plan before your renewal term, or you will be billed at the new rate.

Resale of OTR Mobile, Inc.

Customers are not permitted to resell or redistribute their accounts or products to other individuals or businesses without consent from OTR Mobile, inc. If an account is found to be resold it may be terminated without notice and without a refund being issued. If you are interested in becoming a reseller, please send an email request.