Legal
Refund Policy
We would rather you were sure before you paid, which is why we offer a free trial. If something does go wrong after you have bought, this page explains your options.
Try before you buy
The simplest way to avoid needing a refund is to test the service first. A free trial lets you check that it works on your devices and your broadband before you choose a plan. If you are unsure after a trial, consider starting with the shortest plan.
Your statutory rights
This policy does not reduce the rights the law gives you.
- In the United Kingdom, the Consumer Rights Act 2015 requires a digital service to be as described, fit for purpose and provided with reasonable care and skill. The Consumer Contracts Regulations 2013 give consumers a 14-day right to cancel most services bought online. If you ask for a service to begin within those 14 days, you may be required to pay for what has been provided up to the point you cancel.
- In Ireland, the Consumer Rights Act 2022 and the regulations implementing the EU Consumer Rights Directive provide equivalent protections, including a 14-day cooling-off period for most online purchases of services, subject to similar conditions once the service has started.
Independent guidance is available from Citizens Advice in the UK and the Competition and Consumer Protection Commission in Ireland.
When we will refund you
- You were charged in error, for example charged twice for one order.
- We could not provide the service you paid for.
- There is a fault we cannot resolve. If the service does not work as described and we are unable to fix the problem within a reasonable time, you are entitled to a refund or a price reduction that reflects the problem.
- You cancel within your statutory cancellation period, subject to the rules described above about services that have already begun.
When a refund may not be available
- The problem is caused by your own broadband connection, home network or device, and the service itself is working as described. We will still help you diagnose it: start with the troubleshooting hub.
- The subscription has been suspended for a breach of our terms, such as sharing or reselling access.
- You have simply changed your mind after the statutory cancellation period has ended.
How to request a refund
- Contact us at our contact page or through the contact form, choosing “Billing or refund”.
- Include the email address used for the order, the date of purchase and the plan bought.
- Tell us what went wrong and what you have already tried. If the issue is technical, we will usually suggest a fix first.
Approved refunds are returned to the original payment method. The time it takes to appear depends on your bank or card provider.
Partial refunds
Where you are entitled to a refund after part of the subscription period has been used, the refund may be reduced to reflect the service already provided, as the law allows.
Disputes
If you are unhappy with how we have handled a request, please tell us so that we can review it. You remain free to seek independent advice from the organisations named above.