Refund policy

Last updated: 23 August 2026. This policy explains cancellations, returns and refunds. It sits alongside our terms of service.

Nothing is charged when you order

We do not take payment on this website. Your order is an application, and once approved your airtime is billed to you by Vodafone, not by us. So there is normally nothing for us to refund. Anything you are charged for airtime is refunded under your Vodafone agreement.

Before your line is activated

You can withdraw your application at any point before your line goes live, for any reason and at no cost. Contact us via the contact page and we will stop it.

After your line is activated

Once a line is live you are in a 36-month term with Vodafone. Ending it early means paying Vodafone for the remainder of that term, and repaying us the cashback as set out below. Those charges come from the airtime agreement, not from us.

Cashback

Cashback is paid to you as cash, up front, once your account is approved. If you cancel inside the 36-month term, the cashback is repayable to us pro rata — that is, in proportion to the part of the term you did not complete. We will invoice you for it and give you 30 days to pay.

If you are ordering as a consumer or sole trader

The rights above are written for business customers, who do not generally get statutory cooling-off rights. If you are buying as a consumer, you have 14 days from entering the contract to cancel a distance contract, and we will tell you how that applies to your order. If you asked us to start the service inside those 14 days, you may owe a proportion of the charges for what you used. Tell us you are ordering as a consumer and we will confirm your position in writing.

SIM cards

Physical SIM cards are supplied free. If one arrives faulty or does not arrive, tell us and we will send a replacement at no charge. There is nothing to return — please destroy a faulty SIM rather than posting it back.

Promotional perks

Perks won or claimed on this site have no cash value and cannot be exchanged for money or for a reduction in the monthly price.

How to cancel or claim

Contact us through the contact page. If you are unhappy with how we handle it, our complaints code of practice sets out what happens next and how long each stage takes.