14 day cooling off

[Daisy6]

I signed up for broadband and took delivery of the self instal equipment on Sat 29/6/24 but decided to cancel within 14 day cooling off period. VM are going to charge me £25 even though the contract I agreed to was £12.50 @ month. Does 14 day cooling off rights apply? Ie. I wont be charged if I return the equipment ?

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If you cancel within 14 days and return the equipment undamaged you should not have to pay.

I believe they can charge for a few days' access but not for two months.

[Kath_P]

Hi Daisy6, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've decided to cancel your services. Depending on when you've selected to cancel, this will depend on if any charges are payable. 

Here are some of the terms and conditions regarding cancelling during the 14 days:

1. If you cancel the services during the cooling off period, we will refund to you all payments received from you, including the costs of any delivery for any equipment you ordered, however if you requested a service to begin during the cooling off period we may require you to pay us an amount proportionate to any services with which we have provided you up until the cancellation date. We will not refund any one-off fee for activation or installation of the services if you cancel the services after installation or activation. If you cancel an order for equipment, we will automatically cancel your order for the services unless you inform us otherwise.
2. If you cancel under the cooling off period you must return any equipment with which you have been provided promptly, using the returns method provided with the equipment or otherwise notified by us to you. You will be responsible for the costs of returning the equipment to us and we may charge you our direct return costs (including by offsetting this against any money we owe you).
3. We will make any refunds due to you for exercising your rights to cancel during the cooling off period (subject to any deductions due to us) no later than the earliest of 14 days after the day on which we receive the equipment back from you or you provide evidence that you have returned the equipment (for example, a proof of posting receipt). We will make any refund using the same method of payment you used to pay us.

Up until the services disconnect, your billing will continue as normal and then a final bill will be generated a few days later. This will show all credits and refunds due to you. Hopefully this helps but if you have any further queries or questions, pop back and let us know. 

Thanks,