Home broadband cooling-off period

We offer a statutory 14 calendar day "cooling off" period for all home broadband orders as well as small businesses who have 10 or fewer employees. All other business customers are not entitled to a "cooling off" period.

The 14 days commences from the day you placed your order with us. The cooling off period allows you to change you mind, without the need to provide us a reason, and request a cancellation of your order.

Depending on whether the service has activated during the cooling off period, and whether we have shipped a router to you and this is returned to us 'like new', determines your refund amount or penalty charge. 

The following scenarios assume you request your cancellation within the 14 day cooling off period. If you request a cancellation after the 14 days, then please refer to our early termination charges.

1. Service not yet activated:
   • You cancel more than 1 working day prior to the committed installation date:
     • Full refund without penalty.
     • E.g. order placed on Monday 1st. Installation date committed for Monday 15th. You request a cancellation on Thursday 11th. (assuming no public holidays)
   • You cancel after 18.00 the working day prior to the committed installation date, but before the service has gone live:
     • £55 late cancellation fee.
     • E.g. order placed on Monday 1st. Installation date committed for Monday 15th. You request a cancellation on Saturday 13th. (assuming no public holidays)
   • You cancel on the same day, but before the service has gone live:
     • £155 late cancellation fee.
     • E.g. order placed on Monday 1st. Installation date committed for Monday 15th. You request a cancellation on Monday 15th prior to service activation. (assuming no public holidays)
2. Service has activated:
   • £55 installation charge is not refunded as this installation has completed.
   • Pro-rata charge for the service provided. E.g. you pay for the days you've been connected.
   • E.g. order placed on Monday 1st. Installation date committed for Wednesday 10th. You request a cancellation on Monday 15th. (assuming no public holidays) You will pay for the service from 10th to the 15th inclusive, as well as the installation fee.

Please see our fees section for further details.

General notes

• If we have provided you any Equipment, you must return this to us at your own cost.
• If you fail to return the equipment, or it's in a condition that cannot be re-used, then we shall charge you a fee to replace it. Please see our fees section for further details.