Service creditNo deadline statedSimple to claim
Bill credit for suspension lasting over 3 working days
The credit is calculated formulaically from suspension dates already known to the provider, needing only confirmation from the customer.
“If the suspension lasts for more than 3 Working Days, we will adjust the price so that you do not pay for Services for any period of suspension beyond 3 Working Days. Any adjustment will appear as a credit on your next bill.”Gigaclear terms, Terms 7.2
What to include: account id, suspension start date, suspension end date
CompensationNo deadline statedTakes a few steps
One Touch Switch compensation for missed/delayed appointments
Eligibility depends on OTS-specific rules and amounts set out in an external compensation scheme guide, requiring cross-referencing beyond this document.
“Customers using the One Touch Switch process to place an order with us are entitled to compensation where we fail to meet our obligations under the Ofcom regulations. This includes any missed service or installation appointments or delays in completing the switching process......”Gigaclear terms, Terms 2.10
What to include: order id, appointment date, proof of missed appointment
RefundNo deadline statedSimple to claim
Refund if we can't provide ordered services
This is company-initiated and requires only order/payment confirmation, no dispute or judgement needed.
“If, after we send you an Order Confirmation, we are unable to provide you with the Services you ordered, we’ll let you know. Your Contract will then end and we will refund any charges you may have paid for Services not delivered.”Gigaclear terms, Terms 1.8
What to include: order id, proof of payment
Right to cancelClaim within 30 daysTakes a few steps
Full refund and free exit when we breach or make adverse changes
Requires identifying which of four distinct qualifying reasons applies and, for reason (a), submitting notice within 30 days.
“If you are ending a Contract for a reason set out at (a) to (d) below the Contract will end and we will refund you in full for any Services which have been paid for but have not been provided (if applicable).”Gigaclear terms, Terms 10.2
What to include: written notice, reason for cancellation
Replacement or repairNo deadline statedHarder to claim
Free repair or replacement of faulty equipment within property boundary
Requires an engineer site visit and a subjective human judgement on the cause of the fault before free repair/replacement is confirmed.
“If you report a fault which we trace within your property boundary, we will make an appointment to carry out repairs or replace faulty Service Equipment or Gigaclear Network Equipment but if, in the reasonable opinion of the engineer, the fault was caused by damage to the...”Gigaclear terms, Terms 4.3
What to include: fault report, property address
Right to cancelClaim within 14 daysSimple to claim
14-day cooling-off cancellation right
A single written cancellation message within a clearly defined 14-day window is sufficient to trigger the right.
“You have the right to change your mind and cancel your order by contacting the Customer Operations team within 14 days from the day after the day on which you receive your Order Confirmation (“Cooling-off Period”).”Gigaclear terms, Terms 1.5
What to include: order confirmation, written cancellation request
Right to cancelClaim within 30 daysSimple to claim
No early termination charge with proper end-of-term notice
An agent can send the notice and arrange equipment return using account and Minimum Term dates already on file.
“If you give us 1 months’ notice to end the Contract at the end of the Minimum Term and return Service Equipment provided to you to use the Services, then no Early Termination Charge and nonreturn of Service Equipment charges will apply.”Gigaclear terms, Terms 10.3
What to include: written notice, equipment return confirmation
RefundNo deadline statedSimple to claim
Refund of advance payments after ending contract with notice
Refund is a straightforward pro-rata calculation based on the notice date and existing billing cycle.
“We will only charge you for supplying the Services up to 3 March and will refund any sums you have paid in advance for the supply of the Services after 3 March.”Gigaclear terms, Terms 10.5
What to include: account id, termination notice date
RefundClaim within 14 daysSimple to claim
Refund within 14 days of cooling-off cancellation
Refund timing is fixed to a clear 14-day period triggered by the cancellation notice date.
“If you are exercising your right to cancel then any refund due (less any deductions due to us) will be made within 14 days of your telling us you have changed your mind.”Gigaclear terms, Terms 11.2
What to include: cancellation notice, payment method details
Right to cancelClaim within 30 daysSimple to claim
No termination charges when we end contract without cause
This protection is automatic on the company's own termination notice and requires no customer action or proof.
“We may end our Contract with you and stop providing a Service at any time by giving you at least 30 days’ written notice (for any reason or no reason). You won’t have to pay any termination charges in this case.”Gigaclear terms, Terms 12.3
What to include: termination notice
RefundNo deadline statedTakes a few steps
Refund of unused advance payments even after contract ended for your breach
A refund is owed but is net of undefined 'reasonable compensation' the company can unilaterally assess, requiring negotiation rather than a single message.
“If we end the Contract in the situations set out in clause 12.1 we will refund any money you have paid in advance for any Services which we have not provided but we may deduct or charge reasonable compensation for the net costs which we may incur as a result of your breaking the...”Gigaclear terms, Terms 12.2
What to include: account id