Frequently Asked Questions
Why are you offering a full money-back guarantee?
Many people have enjoyed their UP experience, but some people have experienced issues with their UP band. We're so committed to UP, the UP community and our customers that we're offering a full money-back guarantee. We believe in our product and want the community to believe in it too.
How do I claim the refund?
Just visit jawbone.com/uprefund and fill out some basic information including your email and address, and your refund will be mailed to you.
Who is eligible for this refund?
Anyone who purchases an UP band in 2011 from an authorized retailer is eligible for the refund. Full details can be found here.
What if I live outside the US?
Regardless of where you live, you are still eligible for a refund as long as you purchased your UP from an authorized retailer. Refunds will be given in the same currency that was used to purchase the product.
What if I received UP as a gift?
Each purchased UP band is eligible for one refund. If you received UP as a gift you may still participate in the UP No Questions Asked Guarantee. Just go to jawbone.com/uprefund to claim your refund.
What if I gave UP as a gift to a friend and I would like the refund?
Refunds are only being offered to UP band owners. As with all gift giving, the gift recipient is the person who owns the gift.
Do I need my receipt or original packaging?
Our goal is to make this process as simple as possible. A receipt or original packaging is not required. For verification purposes, you will need the serial number from your band. (Click here to learn how to locate your serial number.)
How long do I have to claim the refund?
The UP No Questions Asked Guarantee applies to bands that were purchased in 2011. This refund may be claimed from December 9th, 2011 to December 31th, 2012.
In what form will the refund be issued?
You will have the option to receive either a refund for the purchase amount (including tax) or a credit toward a future purchase* at Jawbone.com.
How much will my refund be?
Your refund will be issued in the currency of the region where your UP band was originally purchased. Refund amounts are as follows:
US — $109.43 USD
CA — $115.44 CAD
UK — £90.00 GBP
EU — €120 Euros
If I choose the Jawbone.com credit option, how much will my credit be?
Jawbone.com credits are as follows:
US — $150 USD
CA — Not Available
UK — £120 GBP
EU — €135 Euros
When will I receive my refund?
Once verified, all refunds and Jawbone.com credits will be sent within 4-6 weeks.
Can I continue to use my UP band and app?
Yes, please continue to enjoy your UP band and keep sharing your experience with us. We will continue to release app updates for existing users.
What if I ordered an UP but have not received it?
All pending orders from Jawbone.com will be cancelled. If your order has not yet shipped, your credit card will not be charged. To be eligible for the refund, your payment must have been processed by jawbone.com or an authorized online retailer.
If I get a refund and my band needs troubleshooting, can I still get help from Jawbone Customer Support?
Yes, we will continue to support all UP bands. You can reach Customer Support at 1-800-JAWBONE or at email@example.com. Regional contact information can be found under Support on the Jawbone website in your country.
Can I get a replacement if my band stops working completely?
Yes, we will continue to replace any non-working UP bands through Jawbone Customer Support, in accordance with our warranty.
When will new bands be available for sale?
We will begin taking new orders once we have sorted out the issues with our UP bands. We do not currently have a date set.
How do I find the serial number on the UP?
The UP serial number is located on the bottom of the UP packaging. You can also find it in the UP app on your phone. Select Profile, then Settings (tap the gear icon in the top left) and scroll to the bottom of the screen to view your serial number. (Click here to learn how to locate your serial number.)
What if I didn't get my email address confirmation or refund confirmation?
If you didn't receive a confirmation email, please check your Spam filter. If you have not received an email within 24 hours, please resubmit your information.
What should I do if I'm unable to submit my email address on the UP Refund page?
The best way to claim your UP refund is to enter the email address that you used to register for your UP account. If you haven't created an account yet, please download the UP iPhone app and create an account, then sync your band. If you are unable to complete this step, please contact us.