Terms and Conditions
Tello is a service of one the largest ethnic telecommunication providers in the world.
By visiting and shopping at Tello 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.
By customer we understand a person or organization that purchase the Services available on Tello 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.
By mutual agreement, we consider you have accepted these Terms and Conditions once you order a product and request a Tello SIM Card.
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 Condition.
Changes & Updates
We'll keep these Terms and Conditions up-to-date. So, please revisit them from times to times. By continuing to use our service after a change means that 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 of the website.
Tello may change different aspects of its service 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 websites or the content, materials, software, information or transactions provided on or through the websites, or (ii) any claim attributable to errors, omissions, or other inaccuracies in the websites or the content, materials, software, information, products, or services on or available through the 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 website-related 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 from time to time without notice other than posting amended Terms 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
By using Tello service, customers can have only one active phone per account.
If a customer enrolls a new device in an account with an already active phone, the Tello service will no longer be active on the previous device enrolled in the account and will be available only on the newly enrolled one. In order to bring a family member of a friend to Tello, customers have to open a different account with a new email address.
One active phone can only be connected to one mobile number, so Tello customers can only enjoy the Tello service on one single mobile number connected to a mobile device enrolled in their account.
All sessions (Data, calls, texts) are charged 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, calls, texts) initiated in the last day of a national plan may be charged one day later and therefore, it will be billed from the balance of the newly renewed plan.
If the plan is not renewed, then the unbilled sessions (Data, calls, texts) are charged 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.
Termination of service
WE RESERVE THE RIGHT TO ISSUE A WARNING OR TO SUSPEND OR EVEN TERMINATE YOUR SERVICE AND ACCESS TO OUR WEBSITE OR APP IF WE DETERMINE YOU HAVE VIOLATED ANY OF THE TERMS OF SERVICE LISTED ON THIS PAGE, ANY OF THE RULES OR POLICIES IMPLIED BY THE USE OF OUR SITE, OR FOR ANY OTHER REASON.
Tello CDMA SIM
Our CDMA SIM runs on Nationwide Sprint® Network. 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 CDMA SIM is 2-3 business days, but no later than 7 business days. No delivery will be made on weekends or national holidays.
SIM format is delivered as specified by customer during checkout (micro or nano). If another format is needed upon delivery, additional charges may apply.
Bring Your Own Sprint Device Service Agreement
Because your Sprint device is no longer active on a Sprint retail account, many of your features will no longer work and Tello, who is responsible for your service, will not support them.
These include, but are not limited to: Sprint Zone, Sprint Family Locator, TeleNav GPS, Sprint Radio, Sprint Music, Sprint TV, Sprint Mobile Sync, Sprint Powerdeck, Sprint My Account, Sprint Mobile Wallet.
These features may not work: Picture Mail, Multimedia Services.
Pay As You Go Service Agreement
Pay As You Go credit is available for a period of 6 months since customer's last order or call. If no order or call was placed in a period of 6 months, SIM and Pay As You Go credit will not be available for calls.
Calls are billed in increments of one minute, with fractions thereof rounded up to one minute.
If data usage is turned ON in customers online account, all data sessions will be charged first from active plan containing data. Only when the data balance of the plan is zero, data sessions will be charged from the existing Pay As You Go balance.
All data sessions will be charged with 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 the customer care regarding the usage of a prepaid credit are final and will be considered authentic record/proof about 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 are updated and listed at anytime 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 his 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.
By subscribing to tello.com 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 or texts 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 and Mexico. Any call made to a number from these countries will be charged from the customer's plan balance.
Plans tariffs are submitted 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 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 be also renewed each time someone 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 comes to effect 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 are no longer charged.
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.
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 you use a different password from the 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.
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 website.
Sales & Regulatory Taxes
By visiting and shopping on this site, customers agree to pay all federal, state, local taxes, any wireless communication fees or any other charges required by law to collect and remit to the government authorities for the services or products tello.com sells to its customers.
Upon the checkout page, customers will see the final price of their purchase which will include the amount of the products/services purchased and the total amount of taxes. After purchase, a detail breakdown of the taxes collected will be displayed on the invoice.
A common question that customers ask is why the different taxes are not included in the product or service price. The reason for this is different taxing jurisdictions. Depending on where a customer lives, he or she will be subject to different state, country, and/or city taxes and tax rates. With all the different combinations of taxes on the federal, state, and local level, it would be impossible to list out every possible amount a customer could be charged. This is why a breakdown of taxes is only provided after checkout. It is also for this reason why it is possible that two customers in two different states can purchase the exact same products/services but pay a different amount upon checkout.
When referring to Sales Tax, Regulatory Tax, Federal tax or any other administrative charges, tello.com is required by law to collect and remit these charges based on the location of the transaction as provided by the customer at the time of the transaction.
Regulatory Taxes, Sales Taxes, Federal Taxes and Recovery Fees are subject to change from time to time without any prior notice. tello.com will only charge customers the amount of tax which is legally required by the various taxing jurisdictions allowed by law.
We are required to collect fees for the Federal Universal Service Fund (USF - The Federal USF subsidizes telecommunication services in rural and high-cost areas, services for low-income consumers, and services for schools, libraries, and rural health care providers). In addition, some states also require us to collect State USF. Fees for e911 and State USF vary by state and locality and are collected by tello.com and remitted to the jurisdiction that is assessing the tax as required by law.
Refund and payment
All rates, tariffs or billing charges listed on Tello do not include sales taxes.
Tello is committed to customer satisfaction and offers 100% money back guarantee. 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 within 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 in that account will be forfeited. When an account is cancelled, Tello.com will re-assign the phone number associated with the account, and that phone number may no longer be available to the previous account holder.
Pay As You Go refunds - tello.com will refund the total unused amount still available in an account as long as the Pay As You Go balance is still active. The PAYG balance becomes inactive if the service is not used (there are no calls, texts or data usage sessions) for 6 months in a row. Partial refunds can be offered for unused PAYG balances as decided on a case to case analysis.
Plans refunds - tello.com 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, texts, data) for any reason whatsoever. Partial refunds can be offered for unused plan balances as decided on a case to case analysis performed by our technical advisors and Customer Care team.
Phones refunds - 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.com 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.
CDMA SIM refunds - tello.com will not offer any compansation for a CDMA SIM purchased through its website. Moreover, the CDMA SIM is not returnable and not refundable.
If you need to return the phone bought from tello.com within the 30 day warranty period, you'll need to contact our Customer Care team. They will help you ship the phone back to the provider without any costs. In order to return the device, you need to:
call our Customer Care team
- prepare the package for shipping including all accessories it came with
- use the shipping label received by email from our Customer Care team.
In order to refund you the amount spent on a phone you wish to return, you need to return all the components (charger, cables, manual, etc.) along with the defective device not later than 30 days since the purchase date.
Backup your phone before you return in. 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 activation code, pass code or lock key should be deleted prior to the return. Contrary, the replacement or the refund may be denied by tello.com.
Upon return, you’ll have two options:
- Enjoy the service with no interruptions and opt for a refund.
Not be able to use the service for several days (no mobile service) and opt for a replacement
- You can purchase another device or even the same model from our website
- Once the new device is shipped to your house, 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.
- 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.
Customers that decide to return a device should be aware that they can lose the phone number associated with their tello.com account unless they select one of these options:
- ask for a replacement phone
- buy or bring a new phone to tello.com
- port out the number.
Any phone or CDMA 4G LTE SIM card card will be delivered without any costs by USPS.
Usually, it takes no longer than 4 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 they can not be considered Tello’s liability.
If by any reason a customer decides to cancel an order or request a refund once the shipping process has already begun, they need to wait to receive the package and then contact Customer Care to request a return return label. In the unlikely event that the items were not dispatched yet, customers should contact our Customer Care team
as soon as they decide to cancel a purchase.
All items are shipped at the address specified. Customers are fully responsible for any losses or delays incurred by entering incorrect or incomplete address details.
All phones (new or refurbished) 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 Care
team. They will help you ship the phone back to the provider without any 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.
Warranties, exclusions and limitation of liability
Tello MAKES NO WARRANTIES OR REPRESENTATIONS, EXPRESS OR IMPLIED, WHETHER BY FACT OR BY OPERATION OF LAW, IN CONTRACT OR TORT, STATUTORY OR OTHERWISE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY AND/OR FITNESS FOR A PARTICULAR USE OR PURPOSE OR REGARDING THIS WEBSITE, THE ACCURACY OR COMPLETENESS OF ANY INFORMATION PRESENTED IN THIS WEBSITE, OR ANY PRODUCT OR SERVICE SOLD OR PURCHASED THROUGH THIS WEBSITE.
Purchases will appear on your credit/debit card statement as "Tello". You agree not to file a credit card or debit card bareback with regards to any purchase made on the website but instead try to resolve the issue with the service provider - 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 VISA or MASTERCARD, 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.
tello.com keeps records of any interaction established between the company and any impaired individual who contacted the company’s customer service 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.
As a website owner, the company behind tello.com 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 their regular phone or special device to make use of our service & applications, to the extent to which they are able to use their 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, email, or chat. Our customer service 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.
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). Customers can verify the rating of each phone here. Customers are fully responsible for using correctly 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.