PPactwall

Superdrug Mobile: what the terms promise customers

Superdrug Mobile'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.

#72 of 77 UK companies#11 of 12 in Mobile networks · Limited
Promises found
5
Strongest promise
One-off compensation for delayed number port-in
Shortest deadline
28 days

The promises

Every promise in Superdrug Mobile's terms

CompensationClaim within 30 daysHarder to claim

One-off compensation for delayed number port-in

Eligibility and amount are determined at Superdrug's discretion ('may be entitled'), requiring human judgement.

“If the move to Superdrug Mobile becomes delayed you may be entitled to compensation in the form of a one-off reimbursement of a portion of your Charges. We will automatically add to your Superdrug Mobile account within 30 days of its completion.”Superdrug Mobile terms, 5.4(c)
Right to cancelNo deadline statedSimple to claim

Right to cancel the agreement at any time by stopping use

No formal claim or form is required; ceasing use is sufficient to end the agreement.

“You may end this agreement by stopping your use of the Services at any time.”Superdrug Mobile terms, 10.1
Right to cancelClaim within 30 daysSimple to claim

Free porting of number and services to a new provider

A PAC can be requested via dashboard, web chat, or text message without human judgement.

“If you choose to leave Superdrug Mobile you can move your number and all your mobile services – at no charge – to a new provider by requesting a Porting Authorisation Code (PAC) from us and giving it to the new provider... The PAC will be valid for 30 days from when it is issued...”Superdrug Mobile terms, 5.4(b)
What to include: pac request
RefundClaim within 90 daysTakes a few steps

Refund of unused data bundles or cash add-ons after porting out

Requires confirming the port-out has completed and contacting web chat, but needs no human judgement.

“You are entitled to a refund of any unused data bundles or cash add-ons. Once your port out is complete, contact us via web chat on www.superdrugmobile.com and request a refund within 90 days of leaving.”Superdrug Mobile terms, 5.4(b)
What to include: port out confirmation, account details
RefundClaim within 28 daysTakes a few steps

Refund for SIM cost within 28 days of purchase

Requires contacting web chat and providing purchase proof within a defined window.

“We will give you a refund for the cost of your SIM within 28 days of purchase, whether you purchased it in a Superdrug store or online at superdrugmobile.com.”Superdrug Mobile terms, 10.4
What to include: proof of purchase

How to claim

Claiming from Superdrug Mobile, step by step

  1. Find the promise above that matches what happened, and note its deadline. The shortest here is 28 days.
  2. Contact Superdrug Mobile 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: pac request, port out confirmation, account details, proof of purchase.
  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 Superdrug Mobile's public terms and policy pages, read on 2 October 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.

Questions

Superdrug Mobile refunds and compensation: quick answers

Does Superdrug Mobile offer refunds or compensation?

Yes. Superdrug Mobile's public terms include 5 promises that pay out or give credit when something goes wrong, including: One-off compensation for delayed number port-in; Right to cancel the agreement at any time by stopping use; Free porting of number and services to a new provider; Refund of unused data bundles or cash add-ons after porting out.

How long do I have to claim from Superdrug Mobile?

It depends on the promise. The shortest deadline in the terms is 28 days, so claim as soon as you can. Each promise on this page shows its own deadline.

How does Superdrug Mobile rank in the Promise Index?

Superdrug Mobile has a Promise Score of 27 out of 100 (limited), ranking #72 of 77 UK companies and #11 of 12 in Mobile networks.