RefundClaim within 28 daysHarder to claim
Refund/credit for line fault preventing viewing of paid content
Requires NOW to run a line test and the refund is discretionary ('may give you a refund'), so it can't be resolved with a single automated message.
“If you're unable to watch content which you've paid for, for reasons beyond your control (like a fault with your line, or your broadband speed isn't sufficient, or due to our fault), let us know within 28 days of paying for that content so we can run a test on your line and we...”NOW Broadband terms, Terms 3.1.7
What to include: proof of payment for content, description of fault, account details
Price promiseNo deadline statedSimple to claim
Same price locked in during minimum term
This is an automatic contractual protection requiring no claim, just verification of an active minimum-term membership.
“We will not change the price you pay each month during a minimum term.”NOW Broadband terms, Terms 4.9.3
What to include: active minimum term membership
Price promiseNo deadline statedSimple to claim
Price held during minimum term if service withdrawn and replaced
This is an automatic protection triggered by NOW's own withdrawal action, requiring only confirmation of minimum-term status.
“If we withdraw a membership or viewing add-on during a minimum term we'll move you to the nearest equivalent membership or viewing add-on available, offering the same or similar content, features or functionality. If this happens, the price you pay will stay the same until the...”NOW Broadband terms, Terms 5.3
What to include: active minimum term membership, notice of withdrawal
RefundNo deadline statedHarder to claim
Full refund if NOW cancels a one-off membership before activation
NOW chooses at its 'sole discretion' between activation and refund, so an agent cannot compel a refund outcome.
“If we cancel our agreement with you (or any part of it) after you have purchased a membership by way of a one-off payment, we may, at our sole discretion either: allow you to activate that membership in accordance with the other provisions of these Terms of Use or cancel the...”NOW Broadband terms, Terms 9.3
What to include: order id, proof of payment
Right to cancelClaim within 14 daysSimple to claim
14-day cooling-off right to cancel and receive a full refund
This is a statutory-style right requiring only submission of name, username and email via the Help section within a clear 14-day window.
“Except where you purchased or activated a membership or viewing add-on and agreed at that point you would lose the right to cancel, you have the right to cancel your purchase of a membership or viewing add-on, and receive a full refund, without giving any reason at any time up...”NOW Broadband terms, Terms 13.1
What to include: name, now username, email address, order date
RefundClaim within 14 daysSimple to claim
Refund of all payments including delivery costs on valid cooling-off cancellation
Follows automatically from a valid cooling-off cancellation and only needs confirmation that cancellation was validly made.
“If you are able to cancel during your cooling off period, we will refund to you all payments received from you, including delivery costs.”NOW Broadband terms, Terms 13.3
What to include: cancellation confirmation, order id
Right to cancelClaim within 30 daysTakes a few steps
Cancel minimum-term membership without early termination charge if service materially reduced
Requires the customer/agent to reasonably assess 'material disadvantage' and act within the notice-triggered 30-day window, not just present order data.
“If you take a membership with a minimum term, you may end this agreement and the affected membership during the minimum term (without paying any early termination charges), within 30 days of us telling you that we are going to: reduce the overall level of service of your chosen...”NOW Broadband terms, Terms 8.6.1
What to include: account id, notice of service reduction, minimum term membership details
Right to cancelClaim within 30 daysTakes a few steps
Cancel minimum-term membership without early termination charge if terms change to your material disadvantage
Requires judgement on whether a terms change is materially disadvantageous, within the 30-day window after notice.
“change these Terms of Use under paragraph 6.1 or 6.2 and you reasonably consider that you would be materially disadvantaged by this.”NOW Broadband terms, Terms 8.6.2
What to include: account id, notice of terms change, minimum term membership details
Right to cancelNo deadline statedTakes a few steps
Cancel minimum-term membership without penalty if NOW breaches the Terms
Requires identifying and substantiating a specific breach by NOW before cancellation can be validly claimed, more than a single-message request.
“You may also end this agreement or the affected memberships during a minimum term (without paying early termination charges), if we break any of these Terms of Use.”NOW Broadband terms, Terms 8.7
What to include: account id, evidence of breach
Based on NOW Broadband'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.