Service creditNo deadline statedTakes a few steps
Automatic bill credit compensation for home phone faults/delays
Compensation is applied automatically, but eligibility criteria and amounts are not stated in these terms and require checking the external auto-compensation page.
“You're entitled to compensation if there's a delay or something goes wrong that's our fault. We will automatically apply this compensation as a credit on your next bill, for more information regarding automatic compensation please visit our auto-compensation page.”Plusnet terms, Home Phone Service Terms 5.2
What to include: fault report id, service delay date
Right to cancelNo deadline statedTakes a few steps
Cancel without early termination charge when Plusnet makes disadvantageous changes
Requires identifying which specific change triggered the right and submitting notice before the change takes effect.
“After the 14-day cancellation period you can cancel our agreement at any time by giving us notice as set out at clause 15... if you're within the minimum term you will have to pay an early termination charge as set out in the Price Guide for leaving early unless: We've increased...”Plusnet terms, Standard Terms 18.6
What to include: notice of change, account id
Right to cancelNo deadline statedTakes a few steps
Cancel without charge if international call price rise is materially disadvantageous
Needs the customer/agent to assert and justify 'material disadvantage' and act before the change date.
“Any change to charges under this point 18.8 will not give you the right to cancel this agreement without paying a cancellation charge, unless it is material disadvantageous to you and you give us notice to cancel this agreement before the change takes effect.”Plusnet terms, Standard Terms 18.8
What to include: notice, account id, evidence of call usage
Right to cancelClaim within 30 daysTakes a few steps
End broadband agreement without ETC if speed stays below Minimum Guaranteed Speed
Requires speed test evidence and a documented 30-day unresolved fault history, more than a single message can provide.
“If, after following our instructions to improve your broadband speed, your speed is still regularly lower that the "Minimum Guaranteed Speed" we provided to you'll be entitled to end our agreement for the service without paying early termination charges if the fault can't be...”Plusnet terms, Broadband Service Terms 5.2
What to include: speed test results, fault report id, minimum guaranteed speed confirmation
Right to cancelNo deadline statedTakes a few steps
No early termination fee if Plusnet can't provide service at new UK address
Requires confirming service unavailability at the new address before the ETC waiver applies.
“If we can't provide your current service(s) to your new UK address, you won't have to pay a fee to end your agreement early.”Plusnet terms, Broadband Service Terms 9.4
What to include: new address, service availability confirmation
Right to cancelClaim within 14 daysSimple to claim
14-day cooling-off cancellation right
A single message citing order date within 14 days is enough to trigger the statutory-style cooling-off right.
“Unless our Service Terms say otherwise, we provide you with a 14 calendar day cancellation period which starts: for services, on the day after we accepted your order; or for any equipment, on the day after we delivered it.”Plusnet terms, Standard Terms 9.1
What to include: order id, order date, cancellation request
RefundNo deadline statedSimple to claim
Refund of prepaid charges for unused service after agreement ends
Applies automatically on account closure using billing data already held by Plusnet.
“if you have paid any charges in advance we'll refund you for any services not used, but we'll first take off any money you owe us under our agreement(s). For security or compliance reasons we may not hold your payment details after our agreement has ended so you agree that we...”Plusnet terms, Standard Terms 17.1.1
What to include: account id, final bill
Right to cancelClaim within 14 daysSimple to claim
Cancel Plusnet Protect penalty-free after 30-day minimum term
A simple notice message referencing the add-on start date is enough once the 30-day minimum has passed.
“After the end of the 30 day minimum term, you may end the service on 14 days' notice.”Plusnet terms, Plusnet Protect Service Terms 7.1
What to include: account id, addon start date
Right to cancelClaim within 30 daysSimple to claim
Cancel Plusnet SafeGuard/Protect add-on without charge after 30 days
Only requires confirming the add-on has been active for 30+ days, using account data, to request fee-free cancellation.
“You must keep the Add-on for at least 30 days thereafter you can cancel it without charge as set out in the relevant Service Terms. We'll continue to provide the Core Service on the same terms as before.”Plusnet terms, Package Terms 3.2 (Package 2 table)
What to include: account id, addon start date
RefundClaim within 14 daysTakes a few steps
Refund on returned equipment (less deduction if damaged/used)
Requires physically returning equipment and Plusnet assessing its condition before refund is issued.
“we'll refund anything you have paid for the equipment less an appropriate amount (up to the full value of the refund) where the equipment is damaged or has been used more than necessary to check it.”Plusnet terms, Standard Terms 9.5.2
What to include: order id, equipment serial, proof of return
RefundNo deadline statedTakes a few steps
Waiver of equipment charge if returned late
Just requires returning the equipment, but timing and confirmation of receipt must be tracked.
“If you don't return the equipment within 14 days of cancelling you'll have to pay the full price of the equipment. If you subsequently return the equipment to us, we'll waive or return what you have been charged for the equipment.”Plusnet terms, Standard Terms 9.6
What to include: equipment serial, proof of return