Refund policy

Current Skinny customers

If you're a current Skinny customer and have a credit balance on your account, it will automatically go towards paying your upcoming plans. If you've set up an Auto Top up/Set forget', you'll need to head to your Skinny Dashboard or Skinny App and deactivate it through the 'Manage Payments' section. This should remain in place until your credit balance is completely used.

Skinny will only refund the credit balance on your account in exceptional circumstances or if you're closing your Skinny account. This is to make sure we meet our regulatory obligations.

To request a refund, please contact us via messaging or call us on 0800 475 4669 so that we can review your request.

If your refund is approved, we'll refund the credit to the bank account or credit/debit card your payments originated from. You can also choose to have it applied to another Skinny account.

Please note, for any refund requests approved where WINZ have been making payment on your behalf, the refund will be processed back to them.

If your request relates to financial hardship, please indicate this when you contact us.

Information for former Skinny customers

· If you have a credit balance on your final Skinny account, you can get a refund.

· We will pay your refund within seven to ten working days by:

• o Refunding the bank account or credit/debit card your payments were made from.
• o Transferring the balance to another Skinny account.

Note: After five years, any unclaimed account balance more than $100 will go to the IRD. This complies with the Unclaimed Monies Act.

If you don’t have your old Skinny account number handy, or you want to check if you’re owed a refund, log into your Skinny app or online dashboard to see if there is a credit on your account. Prepaid mobile customers

Get in touch by calling the Prepaid Helpdesk: 0800 475 4669

See our terms here.