Cancellation and final bill guide

Step 1: Give us 30 days' notice

Either from your dashboard, by email, or by phone. We confirm in writing.

Step 2: If you're switching provider

Don't cancel with us first — let the new provider trigger One Touch Switch. They tell us; we stop billing after the switch. See Switching broadband provider in the UK.

Step 3: If you're inside the 14-day cooling-off period

Full refund of anything paid, no notice period required. See Cooling-off period explained.

Step 4: Your final bill

• Pro-rata for the days served up to the leave date.
• No exit fees on a rolling-monthly plan.
• Direct Debit? We collect the final amount and then close the mandate.
• Invoice link? Final invoice arrives by email.

Step 5: The router

• Standard-issue routers are yours to keep after 12 months of service.
• Otherwise, we send a pre-paid label and ask for it back within 30 days.

Step 6: Data

We retain account records as required by law (typically 6 years for billing). You can request a data export or deletion under UK GDPR any time. See Delete your account.