Cancellation and refunds

Tell us and we stop. You can do that from your request page or by replying to any email we have sent you. We will confirm in writing that work has stopped.

• Before we start work. Nothing is owed, and anything prepaid is refunded in full.
• After we start, on Standard. Nothing is owed. You only ever pay on success, and stopping means there is no success to pay for.
• After we start, on Fast. You prepaid, so what comes back depends on how far the case had gone: fast refund policy pending.

On Standard, payment becomes due when the account binding has been released and you can reconnect the device. Exactly what we treat as confirmation of that (the manufacturer’s word, yours, or both) is success criterion pending.

If it does not work, you owe nothing. That is the whole basis of the Standard service and we do not make exceptions to it.

Once payment is due you have payment deadline pending to pay.

Cases stall when we ask for something and hear nothing. We will chase you more than once before doing anything. If there is still no reply after non-response window pending, we close the case, and on Standard nothing is owed. You can reopen it later and we will pick it back up.

If the device turns out not to be usable on your own account after we told you it was released, tell us. We will reopen the case and keep working at no extra cost. If we cannot put it right, we refund you.

A refund undoes the payment. It does not undo the account change itself. Once a manufacturer has released a binding, that has happened.

Some manufacturers charge their own administration fee. Where that applies, we tell you before you commit. Who pays it and how is fee responsibility pending.

Refunds go back to the original payment method. Our payment provider’s own timings apply after we issue one, and those are outside our control.

Anything unclear? Ask us before you pay rather than after.