CompensationNo deadline statedHarder to claim
Compensation for delays when porting your number to a new provider
Eligibility and amount are not self-service and require contacting customer services for assessment.
“Information regarding your right to switch providers and to port your mobile number (using PAC or STAC codes that you request from us), including rights to compensation for certain delays, is available from our customer services team.”O2 policy page, Terms 8.3
What to include: pac or stac code, switch date, delay evidence
RefundNo deadline statedTakes a few steps
Full refund for tickets affected by Atos pricing/fare error
Requires contacting customer service and the company determining whether the error was on its part, so it isn't a pure self-service claim.
“If you have purchased tickets which are subject to an error on the part of Atos IT Services UK Limited, we will refund these in full.”O2 policy page, Liability disclaimer
What to include: order id, description of error, proof of purchase
Replacement or repairClaim within 30 daysTakes a few steps
Faulty device return within 30 days - exchange, replace or refund
Requires describing the fault and physically returning the item, with O2 choosing the remedy.
“If your device or accessory is faulty you can return it to us within 30 days of purchase and depending on the reason for return, we can exchange or replace it, or give you a refund.”O2 policy page, Faulty device?
What to include: proof of purchase, fault description
RefundNo deadline statedTakes a few steps
PAYG refund of device cost and unused credit
Requires physical device return plus a decision about keeping the SIM before the credit refund applies.
“If you’re a Pay As You Go customer, we’ll refund the cost of the device. If you don’t want to keep your sim and number, we’ll also refund any unused credit.”O2 policy page, Keep your O2 connection, choose a different device
What to include: order id, returned device
Replacement or repairNo deadline statedTakes a few steps
Repair, replacement or refund for defective phone bought from O2
Requires returning the physical device for assessment before any remedy is given.
“If you bought your Mobile Phone or SIM Card directly from us and it is defective, not in accordance with any description given to you by us, not reasonably fit for purpose or it develops a fault you will be able to return it for repair and, if appropriate, replacement or refund.”O2 policy page, Terms 2.8
What to include: proof of purchase, order id, fault description
Right to cancelNo deadline statedHarder to claim
Additional cancellation rights on material breach or non-beneficial changes
Requires subjective judgement on whether a change is 'exclusively beneficial' or a breach is unremedied.
“In certain scenarios, such as where we make changes to your agreement that aren’t exclusively beneficial to you or we commit a material breach of the agreement and can’t remedy it, you may have additional cancellation rights that you can exercise.”O2 policy page, Other rights
Right to cancelClaim within 30 daysSimple to claim
SIM only - cancel without fee once minimum period ends
Simple written notice once the minimum-period end date is confirmed from account data.
“Once your minimum period ends, your plan will move to a 30-day rolling agreement and can be cancelled on 30 days written notice to us without incurring further liability.”O2 policy page, Pay Monthly SIM only agreements
What to include: account id
RefundClaim within 14 daysSimple to claim
SIM Only 14-day change-of-mind cancellation with refund
No device return is needed (the SIM is just cut in half), so an agent can request cancellation and refund with only account identification.
“If you’ve taken out a SIM Only contract in store, over the phone or online, you can change your mind within 14 days of receiving your order... We’ll give you back all the payments you’ve made, apart from any buy-out fee from your previous contract or any express delivery...”O2 policy page, SIM Only contract FAQ
What to include: account id
Right to cancelNo deadline statedSimple to claim
Cancel if you reject an unfavourable change to charges or terms
Only requires the customer to notify O2 of cancellation after a change notice, with no extra documentation needed.
“if we vary any of the Charges or change the terms and conditions in such a way that is not to your exclusive benefit, we will notify you and you may cancel this Agreement under clause 8.1(d) above and stop using the Service.”O2 policy page, Terms 12.3
What to include: account id, notice of change received
Right to cancelNo deadline statedSimple to claim
Cancel your agreement at any time after the Change-Your-Mind Period
Simple notice-based cancellation needing only account identification, no supporting evidence.
“by giving us notice at any time after the Change-Your-Mind-Period for any reason. At the end of this notice period we will disconnect your Mobile Phone and close your Account”O2 policy page, Terms 8.1(b)
What to include: account id
Right to cancelNo deadline statedTakes a few steps
Ticket cancellation with refund (minus £10 admin fee)
Customer must phone O2 Money Customer Service to apply, and eligibility depends on train-operator-specific rules not disclosed in these terms.
“Some tickets may be cancelled by you and a refund issued. ... If you no longer require the ticket and wish to cancel then please apply for a refund (administration fee applies). ... We will charge you a £10 administration fee per booking to process any refund of a ticket. Any...”O2 policy page, Cancellations and refunds
What to include: order id, ticket type, payment method used
RefundClaim within 14 daysTakes a few steps
14-day change-of-mind refund for devices
Requires physically returning the device and meeting condition requirements, not a single-message claim.
“If you’ve decided that the device isn’t for you, you can return it to us within 14 days for a refund.”O2 policy page, Changed your mind?
What to include: proof of purchase, device returned in original condition
RefundClaim within 14 daysTakes a few steps
Accessory change-of-mind exchange or refund
Depends on physical packaging/opened condition that needs human verification, not purely data-based.
“If you change your mind, you can exchange your accessory or get a refund. For hygiene reasons, some accessories (like earphones) are exempt from our 14-day change of mind policy once they’ve been opened.”O2 policy page, Accessory returns
What to include: original packaging, unopened for hygiene items
RefundNo deadline statedTakes a few steps
Refund of prepaid credit when switching to another provider
Requires completing a provider switch and account closure process, not a single message.
“However, if you terminate this Agreement you may be entitled to a refund of prepaid credit e.g. if you switch providers using a PAC or STAC code (see clause 8 below). We may deduct reasonable costs that we may incur when administering your refund.”O2 policy page, Terms 3.3
What to include: account id, pac or stac code
RefundClaim within 28 daysTakes a few steps
Refund of unused PAYG credit within 28 days of returning phone
Refund follows automatically from account data but is conditioned on the physical return being completed first.
“Subject to clause 7, we will refund to you the money equivalent of all credits left unused on your Account (excluding any free call time which you received) within 28 days of your returning your Mobile Phone/SIM card.”O2 policy page, Terms 9.2
What to include: account id, confirmation of returned device
Right to cancelClaim within 7 daysTakes a few steps
Cancel if O2 fails to fix a material breach within 7 days of notice
Requires a judgment call on whether a breach is "material" and formal notice, not pure data lookup.
“by giving notice if you consider that we have failed to fulfil our obligations under these terms in any material way and we fail to resolve this within 7 days receipt of such notification”O2 policy page, Terms 8.1(c)
What to include: written notice of breach, account id
RefundClaim within 14 daysHarder to claim
Refund of phone purchase price during 14-day Change-Your-Mind Period
Requires physical inspection of the returned device's condition, which an AI agent cannot verify remotely.
“You may return your Mobile Phone/ SIM card to the place where you bought it from to obtain a refund of the price paid, provided the Mobile Phone/SIM card is undamaged, in good working order, in the original packaging and complete with all original parts and you have proof of...”O2 policy page, Terms 9.1
What to include: proof of purchase, undamaged device in original packaging