Cancelling and refunds

Because you signed up online, you have 14 days from the day you order to change your mind, without giving a reason.

If you have not used the service at all, you get everything back. If you have started using it, we keep a fair amount for the days you have had the service and refund the rest.

To use this right, open the help chat on any page or a ticket from your account and tell us you want to cancel within the cooling-off period. We write back with what you are owed.

Cancel any time from your account under Plan. There are no fees and no phone calls. Your line keeps working until the end of the month you have paid for, and we do not charge you again. We do not refund the rest of a month you have already paid for — you keep the service until it runs out.

Changed your mind before the month ends? Choose Keep my plan in your account and nothing changes.

Want to keep your number? Ask for your PAC from your account under Number before your plan ends, and give it to your new provider.

If your service does not work as it should and we cannot put it right, you may be entitled to a refund or a price reduction under the Consumer Rights Act 2015. Contact us and we will look at it properly — this policy does not limit that right.

Refunds go back to the card you paid with. Once approved, a refund usually reaches your account within 5 to 10 working days, depending on your bank. Your receipt in your account is updated to show it.

Use the help chat on any page, open a ticket from your account, or email team@getonit.club.