I don't want to renew my agreement. How can I cancel it?

📩 When you're eligible to renew your rental agreement within 14 days, we'll send you an email with some bespoke renewal options.

📝 If you aren't interested in renewing your rental agreement by upgrading to a better model, or keeping your current device on a lower monthly payment plan, you're welcome to return your device back and end your agreement within the final 14 days.

❗ If you do not respond to our renewal options, we will place your account on a rolling 30-day agreement. Find out more here.

 

👇 To cancel your agreement, please follow the steps below:

👉 Head to My Account and click on your rental order number.

👉 In the renewal section of your rental order under the How do I cancel? section, click the please go to our cancellation page link.

👉 You can cancel your current agreement by either:

📞 Calling our customer service team
💬 Speaking to our customer service team via Live Chat
📄 Using the cancellation form

Customer service opening hours: Monday - Saturday, 9 am - 5 pm.

📞💬 By speaking to our customer service team by phone or live chat, they will cancel your agreement for you.

👉 If you'd like to use the cancellation form online, click the cancel your rental link.

👉 Select a reason why you'd like to cancel your rental with us. Optionally, leave some feedback and/or comments in the free-text field.

✅ Once you're finished, click Send feedback & cancel my rental to submit your cancellation request.

❗ Please note: the above process will not fully cancel your rental agreement. You will still need to return your device back to us.

 

What do I need to do after cancelling my agreement online or by speaking to your customer service team?

📦 After submitting your request to cancel your rental agreement, you will need to return your device back to us.

❗ Before returning your device, please make sure to do the following:

✅ Remove your iCloud* / Samsung** Account from your previous rental device.

✅ Remove your SIM card from your previous rental device to use in your renewal device.

✅ Any external memory cards are removed from your previous rental device.

✅ Your data has been removed, backed up, and transferred to your renewal device.

❓ *For further information on how to remove your iCloud account, click here.

**For further information on how to remove your Samsung account, click here.

👇 To return your old rental device, please follow the below steps:

1️⃣ Head to My Account

2️⃣ Find your rental order and click View/Track Order

3️⃣ Click Return Item

4️⃣ Select your device from the dropdown

5️⃣ Choose your return reason from the dropdown

6️⃣ Click Confirm Return

🎫 You will be emailed a Royal Mail returns label. Attach this label to your box and send it back to us via your nearest Post Office.

📄 Make sure to keep a copy of your tracking receipt so you can track the progress of your return.

 

I've returned my device back to you. What happens now?

📦 Your return should reach us within 2-3 working days of the item being posted via the Post Office.

📩 Once we've received your return, we'll let you know by email.

📋 Your device will then go through a Condition Review to ensure that it falls within our fair wear and tear policy. 

✅ If your device passes our review, we'll end your current agreement.

 

What happens if my device does not pass your Condition Review? 📋

👉 If your device fails our Condition Review, you may have to pay a variable cost depending on the extent of the damage.

📩 The exact cost of any variable costs to be paid will be communicated to you by email.

📝 Upon successful clearance of the variable cost payment, we will end your current rental agreement.

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Have more questions? Contact Us