Version care-2026-11-v1, in force from 2 November 2026.

In short: OCCTA Care is a support service, not insurance. Care Essentials costs £4.99 a month and Care Plus £8.99 a month, VAT included, paid by its own Direct Debit monthly, every 3 months, or yearly with 2 months free. There is no minimum term and no exit fee: cancel any time by phone, email, letter, chat or in My OCCTA. Nothing is taken until your 14-day cooling-off period has ended. Prepaid plans get a refund for unused time. We give at least 10 working days' notice before any payment, and 30 days' notice of any price change, with the right to leave free. Care does not pay for, repair or replace your own devices and doesn't affect your legal rights.

1. Who provides OCCTA Care

OCCTA Care is provided by OCCTA LIMITED, 22 Pavilion View, Huddersfield, HD3 3WU ("OCCTA", "we"). Phone 0800 260 6626, email hello@occta.co.uk.
These terms are version care-2026-11-v1, in force from 2 November 2026. They are a separate agreement from your broadband, phone or SIM contract and don't change it.

2. What OCCTA Care is, and what it is not

OCCTA Care is a subscription to support services: help from our UK team, setup help, faster replacement of faulty OCCTA equipment, and member prices on optional repairs.
OCCTA Care is not insurance. It does not pay for, repair or replace your own devices if they break down, are damaged, lost or stolen, and it has no claims or excess.
Care doesn't affect your legal rights. If anything OCCTA supplies is faulty, we put it right for every customer, member or not.
Repairs to your own devices are optional. We give you a fixed member price before any work, you decide, and you pay our repair partner for each repair you choose. The repair partner carries out and guarantees the repair.

3. Plans and prices

Care Essentials costs £4.99 a month. Care Plus costs £8.99 a month. Prices include VAT.
You can pay monthly, every 3 months (3 times the monthly price), or yearly (10 times the monthly price, so 2 months are free).
What each plan includes is listed on occta.co.uk/care and in your welcome pack. Allowances (such as device setups) reset on each anniversary of your start date.

4. Who can join

You must be 18 or over, a residential OCCTA account holder, and have no overdue OCCTA bill when you join.
The bank account must be a UK account in your name, or one you're allowed to authorise Direct Debits from on your own.
One Care plan per OCCTA account.
We may decline to start Care, without charge, if it doesn't look right for you. We'll tell you why where we can.

5. Payment by Direct Debit

Care is paid by its own Direct Debit to APS Re OCCTA (Service User Number 538166), separate from any other OCCTA Direct Debit. It shows on your statement with a reference starting OCCTA CARE-.
We take nothing until your 14-day cooling-off period has ended. Your welcome pack tells you the date and amount of your first payment.
Payments are taken on the 1st or 15th of the month (you choose). If that's not a working day, it's taken on the next working day.
We will tell you at least 10 working days before any payment, and before any change to the amount, date or how often we collect. Your payments are protected by the Direct Debit Guarantee.
OCCTA takes payment for Care by Direct Debit only. We never ask for card details.

6. Cooling-off

You can cancel within 14 days of joining for any reason by phone, email, letter, chat or in My OCCTA. Because nothing is taken during this time, you won't pay anything.
You can ask us to start helping straight away during the 14 days. That's free and doesn't affect your right to cancel.

7. Cancelling at any time

There is no minimum term and no exit fee. Cancel any time by phone (0800 260 6626), email (hello@occta.co.uk), letter, chat with Ollie, or the Cancel button in My OCCTA. We confirm in writing the same working day.
Monthly: we stop all future payments straight away. If a payment has already been sent to your bank for a period you won't use, we refund it in full.
Every 3 months or yearly: we refund the unused part of the period you've paid for, worked out by the day, by bank transfer within 14 days.
You can also cancel your Direct Debit with your bank at any time. Please tell us too, so we can confirm your Care has ended.

8. Reminders

If you pay monthly, we write to you every 6 months with what you've used and how to cancel.
If you pay every 3 months or yearly, we write at least 30 days before each renewal with the price, the date and how to cancel.
If you haven't used Care for 6 months, we'll ask whether you still want it.

9. Price changes

We'll give you at least 30 days' written notice of any price increase, in pounds and pence. You can cancel free before it starts, and prepaid periods keep the price you paid.

10. If a payment is missed

If your bank returns a payment, we'll tell you straight away. We'll try once more, after giving you fresh notice.
If 2 payments are missed, we pause Care and write to you. We don't pass Care balances to debt collectors and we don't charge late fees for Care.
If you are finding money tight, tell us. We'll pause or cancel Care with no charge.

11. Extra support

Tell us if anything would help, such as large print, Braille, a carer or relative handling things with you, or more time. We record it only with your consent and you can ask us to remove it at any time.
Our Vulnerable Customers Policy (occta.co.uk/legal/vulnerable-customers) applies to Care.

12. Ending Care by OCCTA

We can end Care with 30 days' written notice, and straight away if your OCCTA account closes. Prepaid time you haven't used is refunded by the day.

13. Complaints

Tell us by any channel. Our Complaints Code (occta.co.uk/legal/complaints-code) applies to Care.
Care isn't a phone or broadband service, so the communications dispute scheme may not be able to look at a Care complaint. If it can't, you can contact the Citizens Advice consumer helpline on 0808 223 1133, or use the small claims court.

14. Your information

We use your details to run Care, as set out in our Privacy Policy (occta.co.uk/privacy). We keep your sign-up record, call recordings and letters to show what you agreed to, for 6 years after Care ends.

Earlier versions

This is the first version of the OCCTA Care terms. If we change them, earlier versions stay listed here, and every member's sign-up record keeps the exact version and wording they agreed to.