Product Pricing

Cancellation

You can cancel your service without having to pay any additional charges to us up to 14 days after the day you have placed your order. This is your cooling off period. If you do cancel within the cooling off period, we will only charge you for the services you have used.

After the cooling off period has ended, you must always give us 30 days' notice to cancel your service and you will be charged for your service for this 30 days.

If your service is provided with a minimum term, such as 12 or 24 months, you will be charged early termination charges if your 30 days notice runs out before the agreed minimum time, unless it's for reasons allowed in your contract. Check your contract for more info.

Early termination charges

Your total contract value is the total you would pay throughout your contract over it's minimum contracted term, considering any discounts, promotions or contractual price increases that may apply within that period.

In circumstances where an early termination charge would apply, the total contract value remaining depends on:

• the days you have already been billed for in advance;
• the days between the end of your 30 days' notice (the "service end date") and the date your minimum contracted term ends.

For full fibre broadband services delivered over a 3rd party network (e.g. Openreach or CityFibre), we then add the revenue received from them for bringing you onto their network of £200.84 (reviewed every April). This is added up to a maximum of your total contract value, meaning your total contract value remaining will never exceed what you would have paid had you completed your minimum contracted term rather than ending your contract early.

We then make some deductions from that total contract value remaining amount:

• the costs we save as a result of your early termination (reviewed every April):
• for full fibre broadband services delivered over our own network: £2.52 per month; or
• for full fibre broadband services delivered over a 3rd party network (e.g. Openreach or CityFibre): £22.71 per month.

Here's an example:

• You have 900Mbps broadband at £36.00 per month, with 3 months 10 days remaining until your minimum term.
• You give us 30 days' notice to cancel your service, you are able to continue using the service and are charged as normal for that period.
• Early termination charges now apply to the remaining 2 months 10 days:
  • We take the VAT off £36.00, leaving us with £30.00.
  • We deduct our costs saved of £2.52, leaving us with £27.48.
    • This figure is multiplied by the 2 full months you have remaining, which is £54.96.
    • We then calculate the pro-rata amount for the other 10 days. If you left us in June, which has 30 days; 10 days divided by 30 days is 0.33, this is then multiplied by £27.48, to give us £9.16.
    • Therefore the total charge for the 2 months 10 days is £64.12 (£54.96 + £9.16).
  • We then add VAT of £12.82 to the final amount.
• Your early termination charge would be £76.94.

A bill for the early termination charge will be raised once your last day of service ends (the "service end date") and will be collected from your usual payment method.