Frequently asked questions


How do I cancel my plan?

We're sorry you're thinking of leaving us. To cancel your plan, call us on 0333 000 4969 - we’re here from 8am to 8pm, 7 days a week. Calls may be recorded and monitored for quality and training purposes.

Alternatively, you can download a cancellation form by logging into My Account to cancel your plan by post. If you haven't already registered for an account with us, creating one will enable you to manage your plans online.

Your Rights to Cancel During the Cooling Off Period

The ‘cooling off period’ is the fourteen (14) day period from receipt of your documentation or from the plan start date, whichever is later. (For some plans this period may be longer please refer to the plan documentation for full details).

If you change your mind during the cooling off period, you can cancel your plan and we’ll refund any fee paid. However, you must pay us for any costs incurred by us in providing you with the service, such as the cost of the call out and any repair (but the charges will not exceed the price of the plan). However, if we replace your appliance during the cooling off period, your plan will automatically end and you must pay the full plan fee.

Your Rights to Cancel After the Cooling Off Period

For your rights to cancel after the cooling off period, please refer to your plan documentation.