What is my cooling off period?
When you order broadband, you have a 14-day cooling-off period which starts the day after you confirm your order. During this time you can cancel your order without early termination fees.
When does the cooling-off period start?
Your 14-day cooling-off period begins the day after you place and confirm your order, whether the order was made online or over the phone.
This means the cooling-off period starts before your service goes live, as your contract begins when the order is agreed.
Can I cancel during the cooling-off period?
Yes. If you cancel within the 14-day cooling-off period, you can do so without early termination charges.
However, if any work has already been completed or your service has gone live, charges may apply for:
- Installation work
- Activation of the service
- Time connected
Any applicable charges will be outlined in your terms and conditions.
How do I cancel within the cooling-off period?
The fastest way to cancel an order is through Live Chat, where a member of our team can review your request and help arrange the cancellation.