If you are not completely satisfied with your Citizens service, simply return your device and deactivate service within 30 days of purchase and activation. We will cancel your contract and waive your early termination fee. You will be responsible for the service you used, activation fee and other charges and taxes incurred prior to cancellation. If you are not completely satisfied with a Citizens accessory, you may return the accessory within 30 days of purchase for a full refund. Headsets and any accessory that included software are not returnable.
In order to be eligible for a refund of the purchase price, equipment must be returned with original receipt and packaging, in like-new condition, with all included items (battery, charger, manual, etc.) and no visible damage. A restocking fee of fifty dollars ($50.00) for standard handsets and prepay package returns and one hundred dollars ($100.00) for a data device (Blackberry, PDA, etc.) applies to any device not returned in this condition. A fifteen-dollar ($15.00) restocking fee applies for any separate accessory purchase that is not returned in this condition. Unused airtime balances are non-refundable.
If you purchased your equipment from another authorized dealer, you must return to that authorized dealer’s location for their return details. For customers porting in their phone number from another carrier, service activation date is considered the day the port to Citizens is complete. If you utilize the 30 day return option, your Citizens number cannot be ported out to another carrier. The Satisfaction Guarantee does not apply to equipment received through insurance claims, warranty returns or defective products from the manufacturer.
Purchases made by cash will be refunded by cash if returned within the same business day. Purchases made by check will be refunded by a refund check. Purchases made by a credit/debit card will be refunded to a credit/debit card. Credit or debit cards must be present at the time of refund. Check refunds will be sent to the original account holder within six (6) to eight (8) weeks of return.
Terms & Conditions
Our goal is to ensure that you are completely satisfied with your Citizens services. For your security, please read the appropriate agreements prior to submitting and committing to Citizens products and services.Satisfaction Guarantee
CPNI Password Form
Acceptable Use Policy
CLEC Terms & Conditions
Commerical Customer Service Agreement
ILEC Terms & Conditions
Long Distance Tarrifs
Network Management Policy
Subsidiaries & Affiliates
Service Agreement Form (pdf)
Floyd Membership/Service Application (pdf)
Membership/Service Application Ft Chiswell (pdf)
Membership/Service Application New Castle (pdf)
Lifeline Questionnaire (pdf)
Lifeline Worksheet (pdf)
Citizens Medical Alert Service Agreement (pdf)
Citizens Medical Alert Form (pdf)
Citizens Priority Restoration Form (pdf)
E911 Address Information (pdf)
Citizens Home Security Contract (pdf)
Citizens Home Security Terms and Conditions (pdf)