Price promiseNo deadline statedTakes a few steps
Pay off balance at old interest rate if new rate is rejected
Requires contacting the company to negotiate a repayment period, not a single-message self-service claim.
“If you are given notice of an interest rate increase but you do not want to accept the new higher rate, you may reject the new rate and instead pay off your account balance at the original interest rate over a reasonable period of time, which we will determine with you.”Very terms, Credit Agreement Clause 14 / Interest
What to include: account number, notice of rate increase
Replacement or repairNo deadline statedTakes a few steps
Unlimited repairs under Protect - Repair Monthly/Annual
Claim submission is described as an easy online process but still requires fault assessment by insurer.
“Unlimited repairs for accidental damage, mechanical and electrical breakdown with an easy online claims process. Unlimited number of repairs.”Very policy page, Protect - Repair Monthly/Annual - Key Benefits
What to include: policy number, proof of purchase, claim details
Replacement or repairNo deadline statedHarder to claim
Appropriate remedy for faulty items
The remedy is undefined and left to company discretion, likely requiring human judgement on repair, replace or refund.
“If an item is faulty please contact us and we will arrange an appropriate remedy.”Very terms, Terms 4.5
What to include: order id, description of fault
Replacement or repairNo deadline statedHarder to claim
Replacement for accidentally damaged, broken down items
Claims require calling or writing to the Insurance Claims Department and are subject to human assessment against exclusions, so an agent cannot self-serve this via order data alone.
“What's covered: Accidental damage, Breakdown, Replacement”Very policy page, What's insured
What to include: policy number, certificate of insurance, claim details
Right to cancelClaim within 14 daysSimple to claim
14-day right to withdraw from Credit Agreement
A simple time-bound statutory right exercisable by phone, email or letter using only account details.
“under the Consumer Credit Act 1974 (CCA) you have the right to withdraw from this agreement without giving any reason. This right of withdrawal ends on the expiry of 14 calendar days beginning with the day after the agreement is concluded.”Very terms, Credit Agreement Clause 17
What to include: account number, withdrawal notice
Right to cancelNo deadline statedSimple to claim
Cancel Protect - Repair Monthly policy any time
Cancellation can be done via online account with no conditions beyond account identification.
“Pay monthly means no commitment. You can cancel any time.”Very policy page, Protect - Repair Monthly - Key Benefits
What to include: policy number, account login
Right to cancelNo deadline statedSimple to claim
Cancel 6-months-free promotional policy any time
Simple self-service cancellation via online account with no extra evidence required.
“Cancel any time in your online account if you don't want the policy to continue.”Very policy page, Get 6 months FREE insurance offer
What to include: very pay account login
Right to cancelNo deadline statedTakes a few steps
Cancel or reconfirm order if pricing/description error found
Requires the company to first flag an error and contact the customer before the cancellation option becomes available, so an agent cannot initiate it unilaterally.
“If we discover such an error after you have submitted an order to us, we will contact you prior to accepting your order with the correct details. You may then either cancel your order or re-confirm it based on the correct information.”Very terms, Terms 3.1
What to include: order id
Right to cancelClaim within 30 daysTakes a few steps
End agreement if a term change is not to your benefit
Requires giving notice and paying off the full balance before the change takes effect, a multi-step process rather than a single message.
“We will give you 30 days written notice of the variation where any such change is not to your benefit. You may end this agreement by giving us notice and paying us the full outstanding balance before that change takes effect except in the case of an increase in the interest...”Very terms, Credit Agreement Clause 19
What to include: account number, notice of variation
RefundClaim within 180 daysTakes a few steps
6 months free insurance refunded on Very Pay statement
Refund is automatic but conditional on account status each month, which an agent would need to verify rather than simply request.
“Buy Protect - Repair Monthly insurance with this item and add to your Very Pay credit account. ... The monthly premium and a refund of it will show on your statement each month for the first 6 months.”Very policy page, Get 6 months FREE insurance offer
What to include: order id, very pay account in good standing