Service creditNo deadline statedTakes a few steps
Pro-rata credit for continuous total loss of service of 3+ days
Requires the customer to report the outage and Trooli to validate the claim before crediting.
“If you let us know you have suffered a continuous total loss of Service for three or more days, and we can validate your claim, we will credit your account by a pro-rata amount of any subscription fees you have paid in respect of that period of loss of Service.”Trooli terms, Terms 10.4
What to include: account id, outage report, fault ticket
Service creditNo deadline statedTakes a few steps
Refund as sole remedy for service suspension due to Trooli's fault, capped at £200/year
Requires establishing that the suspension was due to Trooli's fault, which may need investigation.
“In the case of suspension of Service due to our fault, your sole remedy is the payment of a refund for each such event...our liability for such refunds is limited to £200 in any 12-month period for each claim or series of related claims.”Trooli terms, Terms 10.2
What to include: account id, fault incident details
CompensationNo deadline statedHarder to claim
Repair of property damage caused during installation, up to £50,000
Requires photographic evidence and human assessment of causation and extent of damage.
“We will make good any damage to your property caused by us while installing your service up to a limit of £50,000.”Trooli terms, Terms 3.10
What to include: photos of damage, installation date, description of damage
Price promiseNo deadline statedSimple to claim
No broadband price increase during initial 24-month Agreement
Verifiable automatically from contract start date and currently billed price.
“we commit to not increasing your broadband cost within your initial 24 month Agreement with us, irrespective of any potential increase in the annual Retail Price Index (RPI), ensuring the price you pay is the price you agree when signing up to our Service.”Trooli terms, Terms 7.5
What to include: account id, agreement start date
Replacement or repairNo deadline statedTakes a few steps
Free equipment replacement if Router faulty within Minimum Term
Requires fault reporting and possibly troubleshooting steps before replacement is issued.
“If your Equipment is faulty or broken within the Minimum Term, Trooli will supply new Equipment.”Trooli terms, Terms 5.3
What to include: account id, fault description
Replacement or repairNo deadline statedTakes a few steps
Router replaced if fault cannot be fixed remotely
Requires completing phone troubleshooting steps before replacement is triggered.
“If a reported fault cannot be remedied by our support staff over the phone, then we will replace Equipment within the provision of services Trooli provides to you.”Trooli terms, Terms 5.5
What to include: account id, fault report, troubleshooting confirmation
RefundClaim within 14 daysTakes a few steps
Refund of equipment charges on return of undamaged equipment
Requires physical return of equipment and Trooli's damage assessment before a refund is issued.
“When we receive the Equipment, we'll refund any Equipment charges that you have paid less an appropriate amount (up to the full value of the refund) where the Equipment is damaged.”Trooli terms, Terms 5.7
What to include: account id, returned equipment confirmation
Right to cancelClaim within 14 daysTakes a few steps
Leave early without Early Termination Charge after 14 days continuous fault
Requires Trooli to confirm a continuous 14-day fault via ticket/outage records, not just a single message.
“If your broadband Service is not working as per your Agreement for a minimum consecutive 14 days you may be able to leave the Agreement early without paying an Early Termination Charge.”Trooli terms, Terms 12.1
What to include: account id, fault ticket history, outage dates
Right to cancelClaim within 14 daysSimple to claim
Cancel order free within 14-day cooling off period
Simple time-bound cancellation request needing only account verification.
“Customers are able to cancel their order without charge, during the Cooling Off Period, within 14 days of the Agreement Start Date.”Trooli terms, Terms 1.8
What to include: account id, request date
Right to cancelClaim within 14 daysSimple to claim
Revert to previous plan free within 14 days of an upgrade
Straightforward reversal request tied to a dated upgrade event.
“If you then wish to cancel your Agreement with us during the 14 day cooling off period following an agreed upgrade, you will be given the option to revert back to your previous agreement at no additional charge.”Trooli terms, Terms 4.9
What to include: account id, upgrade date
Right to cancelNo deadline statedSimple to claim
Cancel without Early Termination Charge after Minimum Term with 30 days' notice
Simple notice-based cancellation verifiable from account tenure data.
“If you are outside your Minimum Term you can cancel at any time without paying an Early Termination Charge, but will need to give us minimum 30 days' notice by e-mail.”Trooli terms, Terms 7.8
What to include: account id, notice email
Right to cancelClaim within 30 daysSimple to claim
Exit without Early Termination Charge if a disadvantageous change is made
Simple email-based cancellation tied to a dated notice of change.
“If you want, you can then end your Agreement by contacting us by email within 30 days of our email to you about the change...you won't have to pay an Early Termination Charge for ending your Agreement during the notice period.”Trooli terms, Terms 12.1
What to include: account id, change notice email
RefundNo deadline statedTakes a few steps
Refund of unused prepaid charges when Agreement ends
Requires resupplying bank details and offsetting against any owed balance before the refund is issued.
“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.”Trooli terms, Terms 14.2
What to include: account id, bank details