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Terms and Conditions

Any service (“the Service(s)”) offered on this website is a service of Tello, LLC (“Tello”), one the largest ethnic telecommunication providers in the world.

By visiting and shopping at tello.com you accept these Terms and Conditions. These general Terms and Conditions describe the rights and obligations of Tello and its Customers concerning the delivery, performance and use of the Services offered by Tello.com.

For purposes of these Terms and Conditions, “Customer” means a person or organization that purchases the Services available on Tello’s website for private and personal use, starting from the creation of an Account with us (registration) and the activation and use of our Tello SIM card. We also use the terms “you,” “your” or “yours” to refer to Customer herein. The terms “we,” “us” or “our” refer to Tello, LLC and its affiliates.

By ordering a Service from Tello, you accept these Terms and Conditions.

Tello's objective is to provide the highest quality telecommunication services at the best rates. The use of this website is expressly conditioned on your acceptance of all Terms and Conditions stated herein and any other place on this website. DO NOT USE THIS WEBSITE OR THE SERVICES if you do not accept all the terms and conditions stated herein and elsewhere other places on this website, including but not limited to: Frequently Asked Questions, Privacy Policy.

Products and/or services purchased on this website shall not be used for any unlawful purpose. By using our website, you represent that you are at least 18 years old. Accordingly, you agree that you are at least 18 years of age or older or possess legal parental or guardian consent, and are fully able and competent to enter into the terms, conditions, representations and warranties set forth in the Terms and Conditions.

Changes & Updates

We'll keep these Terms and Conditions up-to-date. So, please revisit them from time to time. By continuing to use our Service after a change, you have accepted the changes implemented.

Tello may discontinue, change, or suspend any aspect of the website at any time. Tello may change, discontinue or suspend the availability of any database, content, feature, or product offered on the website.

Tello may change different aspects of its Services and features without notice or liability.
In no event shall Tello, its employees, officers, representatives, service providers, suppliers, licensors, and agents be liable for any direct, special, indirect, incidental, exemplary, punitive or consequential damages, or any other damages of any kind, including but not limited to, loss of use, loss of profits, or loss of data, whether in an action in contract, tort (including but not limited to negligence), or otherwise, arising out of or in any way connected with (i) the use or inability to use the Tello websites or the content, materials, software, information or transactions provided on or through the Tello websites, or (ii) any claim attributable to errors, omissions, or other inaccuracies in the Tello websites or the content, materials, software, information, products, or services on or available through these websites, (iii) the cost of procurement of substitute goods and services resulting from any products, data, information or services purchased or obtained or messages received or transactions entered into through or from our website; (iv) unauthorized access to or alteration of your transmissions or data; (v) statements or conduct of any third party on our website; (vi) the delay or failure in performance resulting from an act of force majeure, including without limitation, acts of god, natural disasters, communications failure, governmental actions, wars, strikes, labor disputes, riots, shortages of labor or materials, vandalism, terrorism, non-performance of third parties or any reasons beyond their reasonable control; or (vii) any other matter relating to our website, even if Tello or its authorized representatives have been advised of the possibility of such damages. Your sole remedy for dissatisfaction with the website and/or Tello Services is to stop using the website and/or those Services.

Use of service

By using Tello Services, the user accepts the rates, Terms and Conditions and procedures on this website. Tello may change or modify the Terms and Conditions from time to time without notice other than posting amended Terms and Conditions on this Website. Tello reserves the right to change, modify or discontinue, temporarily or permanently, the Website (or any portion thereof), including any and all content contained on the Website, at any time without notice. You agree that Tello shall not be liable to you or to any third party for any modification, suspension or discontinuance of the Website.

Active phones & phone numbers
If a Customer enrolls a new device on a line with an existing active phone, the Tello Service will no longer be active on the previous device enrolled on that line and will be available only on the newly enrolled device. An active phone can only be connected to one mobile number, so Tello Customers can only enjoy the Tello Service on one single mobile number per line.
If a Customer enrolls a new SIM on a line with an existing active number, the Tello Service will no longer be active on the previous SIM enrolled on that line and will be available only on the newly enrolled SIM. An active number can only be connected to one SIM, so Tello Customers can only enjoy the Tello Service on one single SIM per line. When a line is no longer active, Tello will re-assign the phone number associated with that line, and that phone number may no longer be available to the previous account holder, unless the Customer has ported the number to a third-party carrier consistent with applicable law and Tello policies.

Billing policy
All sessions (data, calls) are debited directly from your balance (Plan or Pay As You Go) as soon as the records for the sessions are available from our providers. Taking this into account, delays in charges may appear.
Whatever the delay, charges will be deducted from the available balance (Plan or Pay As You Go) or, if the balance is not enough, as soon as the account balance gets updated (Plan renewal, Plan purchase or Pay As You Go Top Up).

For example, a session (data, call) initiated on the last day of a national plan may be charged one day later and therefore, it will be debited from the balance of the newly renewed plan.
If the plan is not renewed, then the unbilled sessions (data, calls) are debited from another existing balance (Plan or Pay As You Go).
If there is no existing balance available (Plan or Pay As You Go), the unbilled sessions will be charged when the customer buys a plan or makes a top up.

Unacceptable use

When joining Tello, you also agree to comply with our usage policy, which means you can use our Service for:
  • Voice calls;
  • Web browsing;
  • Sending and receiving messages;
  • Sending and receiving emails;
  • Uploading and downloading applications and content;
  • Streaming music;
  • Tethering your data to other devices pursuant to the allotments of your Data Plan, subject to the limitations set forth below, including Tello’s Network Management Practices:
    • We prioritize smartphone and mobile internet (tablet) over Smartphone Mobile HotSpot (tethering) traffic on our network.
    • We may limit the number of devices that can be tethered
    • The Service can’t be used to establish a continuous, unattended connection
    • Tello may take any reasonable action which it deems in its sole discretion to be a potential threat to its network or other users, including limiting or terminating tethering

However, there are some specific things that we don’t want you to use Tello for, including, but not limited to:
  • Illegal, abusive, threatening or fraudulent purposes;
  • Providing altered, deceptive, or false information about the identity of the sender or the origin of a message or phone call;
  • Actions which may be interpreted as harassing, defamatory, slanderous, deceptive, indecent, pornographic, libelous, invasive of another's privacy, or racially, ethnically or otherwise offensive, hateful or abusive, death threats, terroristic threats and any other uses related to terrorism;
  • Sending mass unsolicited email (SPAM), or other types of abusive, unsolicited, or other mass automated communications, including, but not limited to: viruses, worms, Trojan horses, rootkits, password crackers, adware, or any other computer programs that may damage, interfere with, secretly intercept or seize any system, program, data, or personal information;
  • Uses which consume disproportionate amounts of network capacity, causing harm or adversely affecting the network and Tello customers, who can suffer from degraded service when one user consumes an unreasonable amount of resources;
  • Actions generating unusually high usage;
  • Using a repeater or signal booster other than one we provide to you;
  • Using the Service in a manner that compromises network security or capacity, degrades network performance, uses malicious software or “malware”, hinders other Customers’ access to the network, or otherwise adversely impacts network service levels or legitimate data flows;
  • Using applications which automatically consume unreasonable amounts of available network capacity;
  • Using applications which are designed for unattended use, automatic data feeds, automated machine-to-machine connections, or applications that are used in a way that degrades network capacity or functionality;
  • Accessing the accounts of others without authority;
  • Using the Service in a way that results in unusually high usage (specifically, more than 25GB (updated periodically) in a month) and the majority of your data usage being Smartphone Mobile HotSpot (tethering) usage for any 3 billing cycles within any 6-month period;
  • Reselling the Service, either alone or as part of any other good or service;
  • Tampering with, reprograming, altering, or otherwise modifying your device to circumvent any of our policies or violate anyone’s intellectual property rights;
  • Causing harm or adversely affects us, the network, our customers, employees, business, or any other person;
  • Uses that conflict with applicable law;
  • Uses not in accordance with these Terms & Conditions
  • Attempting or helping other people in any of the activities mentioned above.

We reserve the right to add new types of uses we consider unacceptable. We also reserve the right to act immediately and without notice to restrict, suspend, or terminate your use of the Service in case you have disregarded the rules above. But the list of permitted uses is so broad and generous, that you don’t need to worry. In fact, the unacceptable uses usually conflict with applicable law, so we are also trying to protect you against legal problems.

Performance with Tello’s “Unlimited” plan
The Unlimited data option provides unlimited data usage at a regular monthly rate per line (promotional rates may vary). Customers will receive 4G LTE/5G data speeds for up to 25 GB of data per billing period. Your data speed will be reduced to 2G speeds once you have used 25 GB of data in a billing period. You can downgrade your unlimited plan at any time, with no change fees.
Tello Unlimited Plans with international long-distance service are provided solely for live dialogue between and initiated by, two individuals for personal use and not for non-residential use or resale. The limit for international calls is set at 1000 min/30-day billing cycle and this balance is not rolled over. In case of abuse of usage, we reserve the right to suspend, terminate or restrict your ILD Services without any prior notice.

Network Management
Generally, Tello does not inhibit the ability of our Customers to use mobile data. However, like many service providers, Tello employs reasonable network management practices consistent with industry standards to maintain the reliability of its network and to minimize network issues and complications. Specifically, Tello manages its network in the following ways:
  • Traffic identified as malicious (such as distributed denial of service attacks) may be automatically identified and blocked
  • In the event of network congestion in which the supporting technology determines that Service is likely to be degraded for Customers, Tello manages its network resources to prioritize certain communications in order to avoid disruption of those Services. Otherwise, network management is non-discriminatory and agnostic to the application.
  • Certain Services are subject to limitations, detailed herein.

Termination of service


Tello SIM

Unless specifically stated otherwise on our website, the Service is available only for persons located within the United States (including US Virgin Islands and Puerto Rico).
Roaming is not available, and our Service can not be used outside US territory.
Standard delivery period: when ordering a Tello SIM is 3-5 business days, but no later than 7 business days. No delivery will be made on weekends or national holidays.
Tello SIMs purchased on tello.com need to be activated by the Customer in the tello.com online account within 30 days from purchase, otherwise the SIM will expire and it will be unusable for future activations. No refund of the SIM price will be granted in case of such expiry.
SIM format is delivered as specified by the Customer during checkout (micro or nano). If another format is needed upon delivery, additional charges may apply.
Tello Mobile cannot be held liable for the processing and fulfillment of SIM orders placed on third-party websites (such as Amazon.com).

International Device Unlock

GSM devices enrolled in Tello's GSM network or GSM devices sold by Tello, do not require an international unlock.

For CDMA devices, Tello Customers must meet the following conditions to be eligible for an International Device Unlock:

  • The device is capable of international SIM unlock.
  • The request to unlock device is being submitted by a Tello account holder, using the contact form. In addition, the account holder needs to provide a screenshot or a photo of the device's settings where the ESN/IMEI is visible.
  • The device must be paid in full. Therefore, the customer (account holder) who brings his/her own device needs to provide Tello a receipt to prove that the price of the device was covered entirely. This is not necessary for customers (account holders) who have bought a phone from Tello.
  • The device is currently active on Tello and the applicable account has been active for at least 90 days.
  • The account associated with the device does not have more than 1 unlocked device within a 12 month period; each account is allowed 2 device unlocks within a 12 month period.
  • The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked.
  • The Tello number must remain active on the associated MVNO account for at least 30 concurrent days.
  • The device must remain active for at least 30 concurrent days, with the same subscriber/number, on the same Tello account;
  • The Tello number must have voice usage which reflects normal usage.

Eligible Devices
The following is a list of the most popular international SIM unlock capable devices. Most of the newer devices on the market are international SIM unlock capable.

  • Apple iPhone 4S and newer
  • HTC One M8 and newer
  • LG Flex or G3 and newer
  • Samsung Galaxy S4 and newer

How to unlock a device
  • Get in touch! Submit a request to Tello, using this contact form. If you need it for travelling purposes, please send your request at least 2 weeks prior to your departure.
  • Once the device is unlocked in the system, it must receive an over-the-air update. Your device must be powered on, and within Sprint® Network* coverage, to receive the update. Once you're out of the country, the device will not receive the over-the-air update to unlock the device.
  • It is highly recommended that you perform an update data profile on the device to initiate the over-the-air update, then follow the device’s menu to unlock the UICC/SIM.

If the phone number on a device which went through the unlock procedure is changed OR the unlocked device is deactivated, the device will revert back to LOCKED status. The customer will need to request the device to be unlocked again.

How does the international unlock affect domestic usage
This process does not affect the domestic voice and data capabilities.

Requesting an international unlock will not unlock a domestic-capable device for use with another domestic SIM.

Using an international carrier's SIM while traveling
When using an international carrier’s SIM, it is important to note that all information, service and support must be provided by that carrier.

Customer may receive charges from the international provider.

Pay As You Go Service Agreement

Pay As You Go credit is available for a period of 90 days since Customer's last Pay As You Go order. If no order was placed in a period of 90 days, Pay As You Go credit will expire and the Tello Service will be disconnected.

Calls are billed in increments of one minute, with fractions thereof rounded up to the next minute.
If data usage is turned ON in Customer's online account, all data sessions will be charged first from an active plan containing data. Only when the data balance of the plan is zero will data sessions be charged from the existing Pay As You Go balance.

All data sessions will be charged a minimum of 100KB, even if the session usage was lower than this amount.
All sales are final. Balances once credited are non-refundable, non-transferable and non-exchangeable.
Call details provided by Customer Support agents regarding the usage of a prepaid credit are final and will be considered authentic record/proof of the usage of the Pay As You Go balance.

Call history from the Customer's account is available for the last 30 days.
Pay As You Go credit can be used for data usage, US and international calls and texts.

Our final rates may be updated at any time and will be listed on our Pay As You Go - Rates page. We advise you to visit it before purchasing Pay As You Go credit or placing a call.
Customers are fully responsible for all charges related to Auto Recharge. Once this feature is activated, Customers agree to the charges that will apply on the credit/debit card when their Pay As You Go balance drops below the set amount.

Plans Service Agreement

Plans are subscriptions purely designed for residential usage.

If you subscribe to one of our plans we will provide the Service solely to you for normal residential, non-commercial use. You and only those of your immediate family members who reside in your personal residence can use the Service. National Plans are provided primarily for continuous live dialog between two individuals. Unusual call patterns, excessive conferencing or call forwarding, excessive numbers and/or consistent excessive usage will be considered indicators of non-residential use. Any other indicators of impermissible usage may trigger an account review or further action by us.
Any Tello user can have at any given moment a maximum of 10 lines in their online account.

By subscribing to Tello plans you agree to be charged monthly. To cancel the subscription you must deactivate the Service from your account. Regardless of the number of minutes, data used you will be charged monthly for your subscription. The monthly fee is non-refundable.

Calls are charged with minute rounding. Partial minutes of use are rounded up to the next full minute.
Minutes included in a plan are available for US, Canada, Mexico and China. Any call made to a number from these countries will be charged from the Customer's plan balance.

Plans rates are subject to change without any prior notice.

Plans will be automatically renewed every 30 days, unless a Customer decides to change or renew a plan during the billing cycle, which is possible. The Customer will be charged on the spot, which initiates a new billing cycle.
If the automatic billing fails, a new attempt will take place on the next day (on the 31st day of your plan). If the billing succeeds, your billing date will remain the same as before. Otherwise your plan will be deleted.

If a plan is changed or renewed during the billing cycle, any remaining balance will roll over for the next 30 days
 (except for unlimited plans if available). The billing date will also be renewed each time Customer changes a monthly plan.

Any unused balance of the plan will expire once the usage period is over.

Any change made during the billing period is effective immediately after the request has been processed by the system.

The Service can be canceled at any time from the account. Once the subscription is canceled you will no longer be charged.

Tello reserves the right to expire numbers that no longer have an active plan. Customers will receive a notification via SMS or email 7 days prior to the expiry. Your specific phone number will be reallocated to another Customer and will not be available after expiry.

If more than one Service is active in Customer's account, the balance will be used in this priority: for data usage, national calls and texts: Plans balance and then Pay As You Go balance. Premium destinations can not be called with any of our plans. These numbers can be called with Customer’s Pay As You Go balance.

If more than one product is active in customer's account, the balance will be used in this priority: for data usage, national calls and texts: Plans balance and then Pay As You Go balance. Premium destinations can not be called with any of our plans. These numbers can be called with Pay As You Go balance.

The Unlimited Plan is meant for using data mainly with your mobile device, however, we do not limit tethering. We reserve the right to review accounts where we find excessive tethered data usage, up to termination.

Offers and Promotions

All offers, promotions, discounts or bonuses are subject to certain Terms and Conditions as listed on their presentation page or banner. Offers and promotions can be canceled anytime without any prior notice as stipulated in these Terms and Conditions.

In case of goods, promotions will be honored while stock lasts. No refunds can be imputed to Tello in case of offers no longer available or stopped without any prior notice.

Referral Program Agreement

Tello Mobile's Referral Program (the "Program") is offered at Tello's discretion.
The Program and its terms are subject to change at any time without notice, including cancellation of the Program.
The beneficiaries of Tello’s Referral Program are: the person making the referral (the “Referrer”) and the person who has been referred by a Referrer to the Program (the “Referred”).

The Referral Program is governed by the following terms and conditions:
  • Each eligible referral will result in the Referrer and Referred each receiving a credit worth ten U.S. Dollars ($10.00) (the “Tello Dollars”).
  • The Tello Dollars can be used to pay an entire phone bill or to purchase a phone through tello.com.
  • The Tello Dollars will be used to make a purchase (plan, Pay As You Go Credit or a phone), once the amount of Tello Dollars is enough to pay for the entire invoice. No partial payments are allowed.
  • Only referrals for new customers are eligible for the Referral program. A referral order will be deemed invalid if the order is placed by a customer that already exists in Tello’s database, according to company criteria.
  • No Tello Dollars will be awarded if the Customer who sends the referral link is no longer using the Service (no order, no call, no SMS, no Data usage in the past 6 months)
  • If no activity is registered in the Customer's account for 6 months (no call or no order placed), the Tello Dollars will expire.
  • A Referrer must disclose the fact that he or she is a Tello Customer when he/she makes the referral and that he/she will receive a reward if the Referred completes the Referral Program and places an order using the referral link.
  • A Referrer should honor all requests to stop referrals or communications about the Program.
  • A Referrer should not engage in any misleading, deceptive, annoying, or harassing practices with respect to referrals or Program communications.
  • The reward (Tello Dollars) is not cash and cannot be exchanged for cash.
  • The Tello Dollars are not valid for self-referrals and fraudulent transactions. We reserve the right to stop any Customer from using our Services who we believe is using a referral campaign in an unethical manner.
  • We must be able to communicate with both the Referrer and the Referred using email for you to participate in the Program. You will not be allowed to participate in the Program if you unsubscribe or otherwise opt out of receiving promotional and marketing email from Tello or we are otherwise unable to communicate with you by email.

Account protection

Please select a password that would not be obvious to someone trying to guess your password, and change it regularly as an added precaution. Furthermore, we recommend that you use a different password from your email account as an additional security measure. You are responsible for maintaining the confidentiality of the password and account, and you are fully responsible for all activities that occur under your password or account identification. You should make every effort to safeguard your account data. Tello is not responsible for lost or stolen account data or unauthorized use. You agree to immediately notify Tello of any unauthorized use of your password or account or any other breach of security. Credit/debit card fraud is a criminal offense.
A security PIN is generated for all Tello accounts, for a better security. The security PIN gives the Customer access to request certain account changes, such as: device change, port out, account deactivation, etc.
Also, for security reasons, any requests that require an action taken by our Support Team should come either from the email address registered to the account or from the Tello number. Customer must be properly authenticated by Customer Support personnel prior to the release of any Customer data via phone or email.

Transaction authorization

At Tello we use automated and manual systems to confirm proper credit card usage and transaction authorization. We also track every transaction. Information related to fraudulent transactions, including but not limited to IP addresses, detailed transaction records and email addresses is collected. The information will be provided to appropriate law enforcement officials consistent with applicable law when required to assist in the prosecution of any persons attempting to commit fraud on Tello's website.

Taxes, Surcharges & Fees

By visiting and shopping on this site, Customers agree to pay all applicable federal, state, local taxes, any wireless communication fees or any other surcharges or fees required billed by tello.com to its Customers.

In addition to the charges billed for Tello services, surcharges, taxes, fees and other charges may be applied to your invoice based on the type of service you have, and your geographical location, among other factors. Certain taxes, fees or surcharges may show up as separate line items on your invoice. Examples include, but are not limited to the following.

Federal Surcharges

Federal Universal Service Fund (FUSF). The Telecommunications Act of 1996 requires Tello to contribute to the Federal Universal Service Fund (“FUSF”). The FUSF helps to make phone service affordable and available to all Americans, including:
  • consumers with low incomes;
  • those living in areas where the cost of providing telephone service is high;
  • public schools and libraries;
  • rural healthcare providers.

The Federal Communications Commission ("FCC") delegates the administration of the FUSF to the Universal Service Administrative Company (“USAC”). Each quarter, the FCC adopts a “contribution factor” for FUSF support. The contribution factor is a percentage of the total interstate and international end-user telecommunications and Interconnected VoIP (“I-VoIP”) revenue that each carrier is responsible for contributing to the FUSF.

As permitted by FCC regulations, Tello has opted to bill the FUSF surcharge as a separate line item to end-user Customers. Consistent with such regulations, Tello only bills FUSF line item charges in an amount equal to the quarterly contribution factor currently in effect multiplied by the invoiced amount subject to the FUSF. This is a permissible pass-through surcharge but is not a tax or charge mandated by the government.

Please visit USAC's website for more information on the FUSF.

State & Local Regulatory Surcharges

State Universal Service Fund (USF). Tello may also be required to contribute to State Universal Service Funds (“SUSF”). The funds may be used to assist in providing universal service and to support a variety of other programs at the state level. Tello collects applicable charges from its end-user Customers. These charges are permissible pass-through surcharges but are not taxes or charges mandated by the government.

Telecommunications Relay Services Fund. Some states also require contributions to State Telecommunications Relay Services (“TRS”) Funds to offset the cost of providing local transmission services that provide hearing or speech challenged individuals with the ability to use certain communications services. Many states require Tello to remit this fee to the governing authority. Tello collects applicable fees from Customers and remits them to the relevant authorities.

State & Local Sales and Use Tax

All states, with few exceptions, impose some form of state-level sales and use tax. The sales and use tax is generally imposed on the sale or use of tangible personal property and certain services. These taxes are intended to be passed on to the end user/consumer.

In many states, local jurisdictions also impose a sales or use tax. In some instances, the local sales and use tax is administered by the local jurisdiction. In other instances, the state administers the local sales and use tax. Certain exemptions apply to sales for resale, and sales to certain types of entities (e.g., the federal government, state and local governments, non-profit entities, etc.).

Tello collects sales and/or use taxes as required by state and/or local law.

Communications Services Tax

Some state and local jurisdictions impose communications specific taxes on communications services in addition to or in lieu of sales or use tax. The communications services tax is intended to be passed on to the end user/consumer. The rate for communications services tax (CSR) is usually different than Sales and Use Tax Rate and its value varies by jurisdiction.

Certain exemptions apply for sales for resale, and sales to certain types of entities (e.g., the federal government, state and local governments, non-profit entities, etc.).

Tello collects the communications services tax as required by applicable state and/or local law.

Gross Receipts Taxes

A number of states impose a gross receipts tax on communications service providers. In some states, gross receipts tax is intended to be passed on to the end user/consumer. In other states, the gross receipts tax is the responsibility of the seller, and there is no pass-through to the end user.

Certain exemptions may exist. Gross receipts tax is intended to be passed on to the Customer, based on the type of entity making the purchase (e.g., the federal government, state and local governments, non-profit entities, etc.).

Tello pays gross receipts taxes, and collects them from Customers when required (or permitted) by applicable state and/or local law.

Local Utility Taxes

Local utility taxes are imposed by cities and counties in a select number of states. Certain exemptions apply to sales for resale, and sales to certain types of entities (e.g., the federal government, state and local governments, non-profit entities, etc.).

Tello pays local utility taxes, and collects them from customers when required (or permitted) by applicable state and/or local law.

Local License Taxes

Local license taxes are imposed by cities and counties in a limited number of states.

Certain exemptions apply to sales for resale, and sales to certain types of entities (e.g., the federal government, state and local governments, non-profit entities, etc.).

Tello pays local license taxes, and collects them from Customers when required (or permitted) by applicable state and/or local law.

E911 Fees

In order to maintain adequate 911 funding provided to emergency telephone service, state and local jurisdictions impose E911 fees on certain communications services. These fees are sometimes administered by the state department of revenue, but the majority of E911 fees are assessed and administered by local jurisdictions. E911 fees are intended to be passed on to the customer on the invoice. Sales for resale are generally exempt from E911 fees. Non-profit organizations are generally subject to E911 fees, whereas they might be exempt from taxes or other fees.

Tello collects E911 fees from Customers when required by applicable state and/or local law.

Other Fees

Cost Recovery

Cost Recovery Fee/Surcharge. A Cost Recovery Surcharge equal to 3% of total invoiced charges (excluding taxes) will apply to all Pay as You Go Customer invoices. A separate Cost Recovery Fee will apply to unlimited plan Customers.

This charge is imposed to recover costs incurred by Tello for fees, contributions and/or charges associated with one or more of the following:

  • telecommunications services for the sight and hearing impaired
  • local number portability
  • North American Numbering Plan administration
  • and administrative costs, fees and expenditures related to compliance with Federal regulatory programs and annual FCC regulatory fee obligations, along with other carrier and administrative expenses (including, but not limited to, costs imposed upon Tello by its suppliers).

This is a permissible fee but is not a tax or charge mandated by the government. For more information on programs supported by these surcharges, please see below.

Federal Telecommunications Relay Services (TRS) Fund. The TRS Fund was established by the FCC in 1993 to reimburse TRS providers for the cost of providing interstate TRS services. TRS services are telephone transmission services that provide hearing or speech challenged individuals with the ability to use a traditional telephone.

Under the FCC’s rules, Tello must contribute a percentage of its interstate and international end-user communications revenues to the TRS Fund. The contribution percentage varies annually.

Local Number Portability Administration (LNPA). Local Number Portability (“LNP”) is a customer’s ability to keep existing phone numbers when switching to another service provider. Tello must provide LNP, as well as contribute to the FCC’s LNPA program, designed to diffuse the costs of administering LNP. Tello pays a proportionate share of the LNP costs in each region in which it operates and has customers. This fee varies frequently by region.

North American Numbering Program Administration (NANPA). The North American Numbering Plan (“NANP”) is an integrated telephone numbering plan for the Public Switched Telephone Network (“PSTN”) serving multiple countries including the United States and its territories. It is administered by the North American Numbering Plan Administration (“NANPA”).

Under the FCC’s rules, Tello must contribute to the costs of numbering administration. Contributions are based on a percentage of Tello’s revenues from customers using international, intrastate and interstate communications services. The percentage varies annually.

Annual Regulatory Fee. Tello, as an interstate service provider, must pay an annual regulatory fee to the FCC. This fee varies annually.

Refund and payment

All rates, tariffs or billing charges listed by Tello do not include sales taxes. Tello is committed to customer satisfaction and offers a 100% money back guarantee. An online purchase of any Tello card requires payment using a credit/debit card or PayPal account. Tello does not store credit/debit card information. Tello will refund the amount for any unused product to any Customer who is dissatisfied with its Services subject to certain conditions that will prove that the product does not meet its description or failed to meet Customer's needs due to any error on our part. The refund policy applies only for claims received by Tello within several days since purchase date. Any promotion or discount applied to an order for which a refund is provided will be deducted from the amount of the refund.

If an account and phone number is no longer active, any remaining balance (Pay As You Go credit or any Plan balance) in that account will be forfeited.

Pay As You Go refunds - Tello will refund the total unused amount still available in an account as long as the Pay As You Go balance is still active. Pay As You Go credit is available for a period of 90 days since Customer's last order. If no order was placed in a period of 90 days, Pay As You Go credit will expire. Partial refunds can be offered for unused Pay As You Go balances as decided on a case to case analysis.
Plans refunds - Tello will offer a full refund of the plan’s value if the Customer was never able to use any of the plan’s balances purchased (minutes, data) for any reason whatsoever. Partial refunds can be offered for unused plan balances as decided on a case to case basis.
Phones refunds - Phones purchased from Tello carry a limited 30-day warranty. Customers are entitled to a full refund during the 30 day warranty period if: 1) they return the device with all components (battery, charger, etc); 2) the device presents no damage or tear proofs; 3) the device presents functionality or workmanship errors. Tello will not refund devices that present defects arising from damage, normal wear-and-tear or liquid accidents, scratches, damage from drops, accidental damage, coverage issues, etc.
SIM refunds - Tello will not offer any compensation for a SIM purchased through its website. Moreover, the SIM is not returnable and non-refundable.

Return Policy

If you need to return the phone bought from Tello within the 30 day warranty period, you'll need to contact our Customer Support team. They will help you ship the phone back to the provider free of charge. In order to return the device, you need to:
  1. call our Customer Support team
  2. prepare the package for shipping including all accessories it came with
  3. use the shipping label received by email from our Customer Support team.

Refund for returned phones
You will receive a complete refund for the phone purchased if:
  • You return all the components (charger, cables, manual, etc.) along with the device not later than 30 days since the purchase date.
  • If the device is damaged upon receipt, you need to send Customer Support proof of the damage and provide photos of the device and the packaging within 48h of delivery.

Partial refunds may be offered if:
  • The phone you return arrives at the warehouse with physical damage and you failed to provide proof within 48 hours of delivery that it was damaged.

Backup your phone before you return it. We are not responsible for any damage, loss of data or information breach incurred after the time your device was shipped for return. Also, any Google account, Samsung account, Apple ID, activation code, pass code or lock key must be deleted prior to the return. Otherwise, the replacement or the refund may be denied by Tello.

Upon return, you’ll have two options:
  1. Enjoy the Service with no interruptions and opt for a refund.
    • You can purchase another device or even the same model from our website
    • Once the new device is shipped to you, you can activate it
    • Only after you have Service on the new device, return the old one to us
    • We will issue a refund for the returned phone, as soon as it reaches our warehouse and is verified and vetted as eligible for refund.
  2. Not be able to use the Service for several days (no mobile service) and opt for a replacement
    • You can return the current device
    • Wait until it reaches our warehouse and is verified and vetted as eligible for refund
    • We’ll send you a new phone (same model) as a replacement
    • Once you get the phone you’ll need to activate it.
    • You will have no Tello Service while you wait for the replacement.

Customers that decide to return a device should be aware that they can lose the phone number associated with their Tello line unless they select one of these options:
  • ask for a replacement phone
  • buy or bring a new phone to Tello
  • port out the number, consistent with Tello policies.

Delivery Policy

Any phone or SIM card will be delivered without any shipping costs by USPS. Usually, it takes no longer than 3-5 business days to deliver a device to the address specified. Customers can always track an order’s shipping status in their customer account. Delays caused by national holidays, weather conditions or transportation issues can incur, but Tello will not be liable for any such delays.

If for any reason a Customer decides to cancel an order or request a refund once the shipping process has already begun, Customer must wait to receive the package and then contact Customer Support to request a return label. In the unlikely event that the items were not dispatched yet, customers should contact our Customer Support team as soon as they decide to cancel a purchase.
All items are shipped to the address specified. Customers are fully responsible for any losses or delays incurred by entering incorrect or incomplete address details.

Phone Warranty

All phones (new, open-box, refurbished or pre-owned) purchased from Tello have a 30 day warranty. If you need to check the warranty or return the phone, you'll need to contact our Customer Support team. They will help you ship the phone back to the provider without any shipping costs.

If your device is defective and it's eligible for a warranty replacement, we'll replace the defective device with a new or refurbished device of the same or comparable model from our available stock. The warranty we offer only covers defects in functionality, materials or workmanship. The warranty covers issues such as software-related problems, activation problems, camera defects, unresponsive keys, multiple dead pixels, etc.

It does not cover defects arising from damage, normal wear-and-tear or liquid accidents. The warranty does not cover issues like diminishing battery life, scratches, damage from drops, accidental damage, coverage issues, or software incompatibility or problems with third-party apps. Attempting to 'root', open or fix your device will immediately void its warranty. Visible physical damage to your device will void its warranty.

Phones purchased from Tello may also be covered by a manufacturer’s warranty. These third-party warranties vary from product to product. Warranties may be limited to pre-owned, refurbished, or open-box items. It is your responsibility to consult the applicable product documentation for specific warranty information. These warranties are separate from the limited Tello 30-day phone warranty. In addition, you acknowledge that certain third-party warranties may limit or void the remedies that they offer if unauthorized persons perform support service on the device.

Warranties, exclusions and limitation of liability



Purchases will appear on your credit/debit card statement as "Tello". You agree not to file a credit card or debit card chargeback with regards to any purchase made on the website but instead try to resolve the issue with Tello. If you do not remember making the purchase - call the number on your statement next to the charge.

In the event that you breach this agreement and file a chargeback, upon a resolution in our favor of the chargeback by either the credit card issuing bank, the credit/debit card processor or by the credit card company, you agree to reimburse us for any costs incurred in researching and responding to such chargeback, including without limitation, our actual costs paid to the credit/debit card processor or our banks and the reasonable value of the time of our employees spent on the matter, as determined in our discretion in good faith.

In the event that a chargeback is placed or threatened on a purchase, we also reserve the right to report the incident for inclusion in chargeback abuser database(s). We use various credit reporting agencies and will send a default notice to them upon receiving a fraudulent order and/or chargeback. This in turn will seriously affect your credit rating. We are under no obligation to mark the debt as paid, even after we receive further payment to rectify the situation.

These Terms and Conditions may be available in multiple languages; in the case of a conflict between any other language version and the English language version of these Terms and Conditions, the English language version shall always control.

Service Accessibility

Accessibility Records
Tello keeps records of any interaction established between the company and any impaired individual who contacted the company’s customer support team through any of the following methods: chat, email, phone, or postal mail. Records are registered and saved for an undefined period of time; they are confidential and will be used only to determine statistics, general trends, or recurrent requests of the customers. Records can also be used to analyze, improve & develop features or options to further meet Customers needs in regards to service accessibility and usability.

Accessibility features
As a website owner, Tello is responsible to adjust its features and services so that its website content is compatible with the majority of the browsers available on the market. Moreover, Tello.com can be used with any of the rendering devices used by visually impaired individuals. The content is not encrypted and can be accessed by audio rendering programs.

Any visually impaired individual can use his/her regular phone or special device to make use of our Service & applications, to the extent to which he/she is able to use his/her device and dial regular numbers such as: access numbers, PIN numbers, or numbers saved in their phone’s Contacts list.

We’re committed to offering accessibility support to our Customers with vision, hearing, mobility, and speech limitations. Therefore, any question regarding the use or accessibility of our Services can be solved over the phone or email. Our Customer support team is prepared and able to accept calls that use audio rendering devices or any other special devices used by people with disabilities. Still, the Services offered by Tello can be purchased solely online through the paying platforms available on Tello.com.

More Resources
Mobile Speak and Mobile Magnifier are useful innovative applications designed for people with low vision. Both applications, such as many others available on the market can be used when accessing our website from a smartphone.

Hearing Aid Compatibility
All the phones offered by Tello are hearing aid compatible devices. Still, there are two different ratings to consider when picking a hearing aid compatible device: M-Ratings (reduced hearing aid device interference) and T-Ratings (compatibility with hearing aids with telecoils).
M4 and T4 are the better/higher of the 2 ratings for each one. The hearing aid compatibility ratings for the devices we offer are listed in the Tech Specs section of each device. Customers can verify the HAC rating of each phone being sold by Tello as follows:
- Go to the Phones page.
- Click on “View Details” of the device in question.
- Scroll down to Tech Specs to see the HAC details.
Customers are fully responsible for correctly using their hearing aid devices and for establishing the connection between the phone purchased and the hearing devices they own.

Visual Aid Devices
There are a number of devices able to help Customers with vision disabilities. The options most commonly used on these devices are: Voice Command, Menu Readout, Voice Over or Voice Command. Customers can check the specifications of each phone for such features.
Besides these, all iOS devices offer Siri, that can be used to send messages, place calls, etc. The majority of Android devices offer TalkBack, SoundBack and KickBack, free applications designed to increase the accessibility of Android devices. These applications can add spoken, audible, and vibration functionality to the device.
Accessibility Customer Support
Available from 9am to 5pm EST Monday through Friday
Phone: 1-888-366-3172
Email: accessibility@tello.com

Contacting the Website
If you have any questions about this website, you may contact us at:

4780 Ashford Dunwoody Rd, Suite A 236
Atlanta, GA, 30338
United States


United States, +1-866-377-0294
United States, +1-678-306-1436
From your Tello phone, dial 611