Refunds & Cancellations Policy

1. Scope
1.1 This Refunds & Cancellations Policy applies to all mobile Plans, SIMs, and eSIMs provided by FlexiFone Telecommunications Limited, including 30-day rolling Plans and 12-Month Annual Plans.
1.2 By purchasing a Plan, you enter into a binding contract with FlexiFone Telecommunications Limited and consent to immediate activation of the Service.

2. Cooling-Off Period
2.1 CRA 2015 provides a 14-day cooling-off period, by activating a SIM/eSIM and using the Service (including consuming any mobile data, minutes or SMS), you waive your right to cancel under this statutory period.
2.2 No refunds are available once the Service has been activated and data/minutes/SMS has been used.
2.3 If cancelling an Annual Plan where the SIM has already been activated, the plan’s cost on 30-Day-Terms will be deducted from your refund. For eg., if you cancel a 10 GB/mo for 12 Month Annual plan which is priced at £65, you will receive a pro-rated refund of £50 (minus £15).
A minimum fee fo £15 applies regardless of the plan.

3. Automatic Renewal
3.1 All Plans, whether 30-day or annual, automatically renew at the end of their term using the payment method provided at purchase.
3.2 Customers may cancel Automatic Renewal at any time via the My Account portal or the App.
3.3 Cancellation of Automatic Renewal stops future Plan renewals but does not provide any refund for the current active Plan.
3.4 Failure to cancel before a renewal date will result in the Plan being renewed automatically, and no refund will be provided for that renewal.
3.5 You remain liable for all recurring payments until your plan has been cancelled. Any overdue payments will be dealt with in accordance with Clause 5 of this policy and Clause 8:  “Overdue Payments & Credit Reporting” the Customer Contract (Terms & Conditions).

4. Cancellations
4.1 Customers may cancel their Plan at any time through the My Account portal or the App.
4.2 Once cancelled, the Plan remains active until the end of the current billing cycle or Plan term.
4.3 No refunds will be issued for any unused portion of a Plan after the billing cycle has started.
4.4 If a Customer changes their Plan mid-cycle, the current Plan is terminated immediately, all remaining allowances (data, voice, SMS) are forfeited, and the new Plan begins with a new billing cycle. No refund is provided for the previous Plan.

5. Overdue Payments and Credit Reporting
5.1 Any unpaid amount may be reported to one or more credit reference agencies after it has remained overdue for 60 days or more, where permitted by law.
5.2 If any payment remains overdue for more than 90 days, we may pass on your personal information, including your name, address, account details, and relevant card issuer information, to our appointed debt collection agency for recovery purposes.
5.3 Any such reporting or sharing of information may affect your credit file and will be handled in accordance with our privacy policy.
5.4 Where a payment is overdue, we may charge interest on the unpaid amount at the maximum rate permitted by applicable law, together with reasonable recovery costs and administrative charges to the extent allowed by law. For business customers, statutory interest and fixed compensation may also apply under the Late Payment of Commercial Debts (Interest) Act 1998.
5.5 A minimum admin fee of £50 will be applicable on any payment overdue by more than 60 days, regardless of the owed amount.

6. Add-Ons
6.1 Customers who exhaust their data allowance mid-cycle are advised to purchase Add-Ons rather than change Plans.
6.2 Changing Plans mid-cycle is not recommended as it resets the billing cycle and forfeits all remaining allowances.

7. Refunds
7.1 Refunds are not provided once the Service has been activated and data has been consumed.
7.2 Refunds will only be provided where required under CRA 2015 for B2C purchases in the UK.
7.3 Refunds, if applicable, will be processed using the original payment method within 10 working days of approval.

8. Relationship to Terms & Conditions
8.1 This Refunds & Cancellations Policy is part of, and should be read in conjunction with, the FlexiFone Telecommunications Limited Customer Contract & Terms and Conditions.
8.2 Any conflict between this Policy and the Terms and Conditions will be resolved in favour of the Terms and Conditions unless expressly stated otherwise.

9. Contact for Cancellations or Refunds
9.1 To cancel a Plan or request a refund under statutory rights, customers must contact [email protected].
9.2 Any refund approved will be processed within 10 working days of receiving the request, minus any applicable fees or surcharges.