Effects of cancellation
We’ll refund all the payments you've made to us for your order, including your payment for the the least expensive delivery option, if you chose it.
If you asked for your service to start during your cooling off period, you'll need to pay us an amount proportionate to what we provided up to the point you cancelled, including any chargeable calls you've made.
On cancelling, we’ll also automatically cancel any related orders for equipment (including payment plans), unless we agree otherwise.
If you cancel within your cooling off period, you’ll need to return your device and/or any accessories in their original condition, including any items that came as part of an offer (e.g. free tablet, discounted device).
Once you’ve let us know, we’ll send you pre-paid returns packaging to send your items back in and you’ll have 14 days to return them. There’s no need to return your SIM though, you can just keep hold of it.
You’re responsible for returning any equipment, unlocked (i.e. free of security or software locks, such as Find My iPhone or Google accounts), without undue delay and using the returns method provided.
If your return's damaged due to your handling, we’ll deduct an amount to reflect the equipment's reduced value from any refund you're due. It'll never be more than the amount you paid or any outstanding balance on your credit agreement.
Keeping your number
If you cancel after we've asked for your mobile number to be transferred to us from another provider, you’ll need to get a PAC from us so that you can transfer it again. If you don’t, you’ll lose that mobile number.
You can take your number with you and/or cancel your services with a PAC or STAC. See Request a PAC or Request a STAC below for more information.