Terms and Conditions

Customer Terms and Conditions

Terms of Service
Telava | GSM Customer Agreement Terms and Conditions

Service Availability

Service is available only if you are within the Telava Mobile Airvoice GSM coverage area. Service may be interrupted due to system capacity limitations and system repairs or modifications. Service is subject to limitation or interruption caused by weather, terrain, obstructions such as trees or buildings and other conditions. Telava Mobile Airvoice is not responsible for time lost or days lost for interruption of service caused by above mentioned. There will be no credits or refunds issued for any reason.

Use of Device

Only Certified & Approved Unlocked 850/1900 MHz GSM phones are compatible with Telava Mobile Airvoice GSM service. You are responsible for the purchase and maintenance of your own phone.

Service Activation

To activate your account, you must purchase a Telava Mobile Airvoice SIM card and plan.

Account Balance

Airtime or number of expired days cannot be moved from one phone number to another phone number. You should take reasonable efforts to safeguard your phone and replenishment airtime cards. Airtime expires 30 days after new PIN# is added to your account whether you use your phone or not.

Controlling Your Refills

To avoid service interruption, you will need to add a new refill card to your account before your airtime expires. Once your airtime expires, you will have 3 days to ad a refill card. If no card is added, your account will be cancelled.

Cancellation

Once your account expires, you will have 3 days to add a refill card. If no card is added, your account will be cancelled. You will lose your number. You will need to purchase a new Telava Mobile Airvoice SIM card with a new mobile number.

Use of Service/Rates

You cannot use the service to place operator assisted calls, such as third-party billed and collect calls. Customers are unable to place calls to 411, international numbers, or numbers that begin with 500, 700, 855, 900 or 976. Customers are also unable to forward calls, or send/receive Multimedia Messages. If you are unable to successfully place a call out, attempt dialing with 1 + the area code + the 7-digit number. It is highly recommended that you power cycle your phone at least once per day to help re-register your phone within the Network.

Additional Charges (when available)

Calls to international numbers and 411 calls will be billed at a higher rate. For all calls, the length of the call will be measured during the time that you are connected to our system, which is approximately from the time you press “SEND” or other key to begin a call until approximately the time you press “END” key to terminate the call. Airtime usage on each call is deducted in full minute increments, with partial minutes of use rounded up to the next full minute. Unanswered calls lasting 30 seconds or more will be charged standard airtime and rounded up to the nearest minute. Features such as call waiting, 3-way calling, call forwarding and voicemail will incur applicable airtime charges. We may charge activation, reactivation or other fees to establish or maintain services. Certain transactions such as changing your mobile number may incur a charge.

Disputes

Since you are on an unlimited plan, there will be no disputes about calls not connecting or dropped calls or any other reason to call customer service and complain. For additional information, please see “Service Availability”.

Suspending Service

Telava Mobile Airvoice will not suspend service if your phone was lost, stolen, misplaced, or broken. It is your responsibility to purchase a new Non-Active Telava Mobile Airvoice SIM card and compatible phone immediately or you will lose your remaining airtime days. The expiration date on your account cannot be changed or extended for any reason.

Right to Terminate Service

We reserve the right to cancel, interrupt or restrict service to your number, without notice if we suspect fraudulent, illegal or abusive activity, abnormally high amounts of usage, failure to maintain an appropriate account balance for applicable charges, for harassing our employees and/or harassing other Telava Mobile Airvoice customers.

Release of Information

Telava Mobile Airvoice may release information about your account when we believe release is appropriate to comply with the law (i.e. subpoena, court order, E911 information, etc.). There will be no call histories released to customers for any reason.

PUK Codes

Please contact our US based customer service at 1-888-613-9687 if your phone asks for a PUK code. Do not attempt guessing any codes because it will disable your SIM card. You will need to purchase a Non-Active Telava Mobile Airvoice SIM card if you disable your SIM card.

Phone Codes

If your phone is asking for ANY codes you are not aware of, do not attempt guessing any codes because it may disable your SIM card. You will need to purchase a Non-Active Telava Mobile Airvoice SIM card if you disable your SIM card.

Account Information

Any person that is able to verify your mobile number, SIM card number and/or account information is authorized by you to make changes to your account. We recommend that you associate any name and four-digit code on your account to prevent others from making changes to your account.

Restrictions

You may not use our services to communicate any unsolicited commercial voice calls, text messages, etc. All calls must be made and received to a live person. We have the right to monitor all usage on active accounts. Any accounts with unreasonable or excessive usage (upon our discretion) will be cancelled. Telava Mobile Airvoice reserves the right to cancel any account that has abnormally high amounts of usage. Excessive usage is based off of the comparison to the average customer, who uses between 1,500-2,000 minutes in a 30 day period. Any accounts with unreasonable or excessive usage may be cancelled upon Telava Mobile Airvoice's discretion.

Porting Policy

Telava Mobile Airvoice does not guarantee that number transfers to or from our company will be successful. If you request to port your number out to another service provider, that is considered a request by you to us to terminate all of the services associated with that number. Your remaining airtime will be forfeited and you will not receive a credit for the remaining balance. Telava Mobile Airvoice will not release your wireless number to another service provider without proper verification. If you are attempting to change service providers, you will need to verify your four-digit code as well as your Telava Mobile Airvoice SIM card number in order to transfer your account.

All information enclosed is subject to change at any time with or without notification.