PPactwall

giffgaff: what the terms promise customers

giffgaff's public terms include 5 promises that give customers money back, credit or compensation. Here is each one, with the deadline, what to send and the exact clause.

#67 of 77 UK companies#9 of 12 in Mobile networks · Fair
Promises found
5
Strongest promise
Refund for wrong plan or accidental credit purchase
Shortest deadline
None stated

The promises

Every promise in giffgaff's terms

RefundNo deadline statedTakes a few steps

Refund for wrong plan or accidental credit purchase

Requires the company to review the account before approving, so it isn't instantly claimable in one message.

“Picked the wrong plan or added credit by accident? We’ll check things out and, if everything looks right, arrange a refund.”giffgaff terms, Changed your mind or made a mistake
What to include: order id, account details
RefundNo deadline statedTakes a few steps

Refund for overcharge or unrecognised charge

Requires an investigation into the charge before any refund is confirmed, so not instantly automatable.

“Think you’ve been overcharged or spotted a charge you don’t recognise? We’ll review it what happened, if there’s an error, we’ll put it right and refund you.”giffgaff terms, Something doesn't look right
What to include: transaction details, order id
RefundNo deadline statedTakes a few steps

Refund for phone order charged but not received/visible

Needs manual investigation into the missing order before a refund is issued.

“If you’ve been charged but can’t see the order, we'll look into what's happened and make sure it's sorted, including a refund if needed.”giffgaff terms, Issues with a phone order
What to include: order id, payment confirmation
RefundNo deadline statedSimple to claim

Unused credit refunded when porting number away

A simple request citing the number port and remaining credit balance should suffice, using account data.

“This also applies if you're moving your number to another network and want any unused credit returned.”giffgaff policy page, Changed your mind or made a mistake
What to include: account id, proof of port or request
RefundNo deadline statedTakes a few steps

Refund of unused credit when switching networks

Needs verification of the network switch and remaining credit balance before refund is arranged.

“This also applies if you’re moving your number to another network and want any unused credit returned.”giffgaff terms, Changed your mind or made a mistake
What to include: account details, proof of port out

How to claim

Claiming from giffgaff, step by step

  1. Find the promise above that matches what happened.
  2. Contact giffgaff customer service in writing (email, web chat or their online form), so you have a record.
  3. Name the promise and quote the clause, and include: order id, account details, transaction details, payment confirmation, account id, proof of port or request.
  4. Keep the reply. If you are not happy with the answer, ask for their complaints process, which is set out in the terms.

Based on giffgaff's public terms and policy pages, read on 28 September 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.

Questions

giffgaff refunds and compensation: quick answers

Does giffgaff offer refunds or compensation?

Yes. giffgaff's public terms include 5 promises that pay out or give credit when something goes wrong, including: Refund for wrong plan or accidental credit purchase; Refund for overcharge or unrecognised charge; Refund for phone order charged but not received/visible; Unused credit refunded when porting number away.

How long do I have to claim from giffgaff?

The terms do not state a fixed deadline for these promises, but it is best to claim as soon as possible and in writing.

How does giffgaff rank in the Promise Index?

giffgaff has a Promise Score of 36 out of 100 (fair), ranking #67 of 77 UK companies and #9 of 12 in Mobile networks.