We’re sorry to hear you’ve had a change of heart – and would love it if we could convince you to stay with us. Please get in touch if that’s something we can talk about.
Within the first 30 days of having your phone
It's free if the box of your brand new phone is unopened and the seal unbroken
If the seal has been broken or the device switched on, the phone is no longer considered as new and you will incur a cancellation charge as per your hire agreement
Once you've contacted us, we can then send you instructions on how to send the phone back to us
Once we have received the phone we will cancel the direct debit mandate within 5 working days
After 30 days of having your phone
If you want to cancel after 30 days, you will have to pay an Early Cancellation Charge. You will need to contact us to arrange cancelling and returning the device.
Any Early Cancellation Charge will be calculated as follows:
When on a 24 month lease: 18 x your monthly subscription payments minus your monthly subscription payments made before you cancelled
When on a 12 month lease: 12 x your monthly subscription payments minus your monthly subscription payments made before you cancelled
If you cancelled your agreement after 12 months (and you hadn't missed any payments), your early termination charge would be equal to 6 x your monthly subscription payment if you are on a 24 month lease
If you cancelled your agreement after 17 months (and you hadn't missed any payments), your early termination charge would be equal to 1 extra monthly subscription payment if you are on a 24 month lease
When you contact us, you will be sent an invoice to pay and once this has been settled, you will be sent a returns email including a prepaid label. The device must be returned in its original packaging in good condition within 14 days.
If the phone is not returned in good condition you will also need to pay a Damage Fee.
At the end of your lease:
You will need to contact us at the end of your lease to discuss your options.