How do refunds and credits work?

Overpaid or have a credit balance?

If your account has a credit (for example, from an overpayment), the simplest option is to leave it on the account — it's applied automatically against your next invoice. If you'd rather have the money back, contact billing and the team will review a refund.

How refunds are issued

• Card payments are refunded back to the card. Once approved, allow about a week for the refund to post to your statement.
• Online banking or cheque payments are refunded by cheque. Refund cheques are processed within 60 days.
• Cheque refunds have a $20.00 minimum. When you cancel, your prorated refund for unused service days plus any credit balance has to total $20.00 or more to be refunded by cheque, and that cheque is issued within 60 days of cancellation. Anything below $20.00 stays on the account as a credit instead.

Refunds when you cancel

Any refund owing on a cancelled account is processed after your rented equipment has been returned and confirmed received. See "What is the cancellation policy?" for the return steps.

"My service didn't work — can I get my money back?"

• Service outages: if your service was down, contact us — the billing team reviews outage credits case by case, and one-time credits can be applied for qualifying outages.

How to request a refund or credit

Call 1-855-299-0025 (Mon–Sat 9 am–6 pm Eastern, closed Sunday) or email billing@worldline.ca. Refund and credit requests are reviewed by our billing team, who respond within 24 to 48 hours.

Updated on: 20/08/2026