Refunds and credits
Guide reference: HG-0026
Quote this reference if you contact us about this guide.
Approx. 2 min read
When you may receive money back. Contact us with your bill number and reason. Credits from service changes and billing errors may apply.
Don't worry if you think you were overcharged. We handle credits and refunds fairly when something has gone wrong.
Quick answer
Contact us with your bill number and reason. Credits from service changes and billing errors may apply. We do not refund rental when you cancel within your 30-day notice period.
More detail
Credits can apply when you change service after payment was collected, when a fault affected service, or when a billing error is found.
If you cancel within your 30-day notice period, you have already paid for that time in advance. We do not refund rental for those days.
Refunds to your bank may take a few days after we approve them.
Keep copies of bills and letters when you ask for a review.
How to ask for a credit
Find the bill or payment you think is wrong.
Note the bill number, date, and amount in question.
Contact us with a clear explanation.
Wait for our reply; we may need to check account records.
Check your next bill for a credit line if approved.
Contact us again if you do not hear back within a reasonable time.
Common mistakes
- Not giving the bill number when asking for a review.
- Expecting instant cash back before we verify the account.
- Stopping all payments while a dispute is open without telling us.
Things to know
- See How service changes affect your bill for credits when you change service.
- See How 30-day contracts work for notice when leaving.
- See How billing works for normal charges.
Frequently asked questions
How long do refunds take?
Approved refunds to your bank often take 5 to 10 working days.
Can I get rental back when I cancel?
No refund for days covered by your 30-day notice period. You paid those in advance.
What if I disagree?
Contact us again with details. We aim to resolve billing fairly.