Right to cancelClaim within 30 daysTakes a few steps
Right to cancel penalty-free if guaranteed broadband speed isn't fixed in 30 days
Requires technical evidence of continuous underperformance against a specific guaranteed figure and proof of the original fault report date, which is more than a single-message claim.
“If your Broadband Service is continuously performing below outside of the 'Guaranteed Minimum Download Speed' we provided in the confirmation email we sent to you and we are unable to resolve the issue within 30 days of you reporting this issue to us, then you may terminate our...”Zen Internet terms, Clause 9.1
What to include: speed test results, fault report date, confirmation email with guaranteed speed
Price promiseNo deadline statedSimple to claim
Consumer Price Promise: no mid-contract price rises
An agent can directly compare the contracted fixed price to a current bill and cite this clause to challenge any unauthorised increase.
“If you are a Consumer customer, we will not change the agreed fixed monthly charges during your contract term unless, we are required to do so by a regulatory body.”Zen Internet terms, Clause 14.1
What to include: account id, billing statement showing increase
Right to cancelClaim within 30 daysSimple to claim
Cancel without penalty if charges increased under clause 14.3
An agent can cite the date of Zen's price-change notice and request cancellation within the stated 30-day window in a single message.
“If we make a change to the charges under this clause 14.3 you may cancel this agreement without penalty as long as you give us notice to cancel this agreement within 30 days of the date of the notice we sent you.”Zen Internet terms, Clause 14.3
What to include: notice of price change, account id
RefundNo deadline statedTakes a few steps
Refund of payments if survey shows service can't be installed
The refund is triggered by Zen's own survey decision rather than something the customer can independently prove, so an agent can only prompt Zen to act rather than substantiate the claim itself.
“we may cancel any installation date and terminate our Agreement. We will not have any further liability to you but will refund any payments you have made for the services prior to installation.”Zen Internet terms, Clause 1.5
What to include: order id, proof of payment
Right to cancelClaim within 30 daysTakes a few steps
Cancel without penalty for changes to significant disadvantage
Zen must first agree the change was to the customer's 'significant disadvantage', which involves a judgement call rather than a simple factual claim.
“If we make a change that is to your significant disadvantage, you should notify us as soon as possible. If we are unable to undo that change, you may end our Agreement without penalty by giving us at least 30 days' notice. Your notice must be given within 30 days' of the changes...”Zen Internet terms, Clause 14.7
What to include: notice of change, account id
RefundNo deadline statedTakes a few steps
Refund of charges if Zen terminates the agreement
The customer must actively supply valid bank or card details or the refund right is forfeited, adding a dependent step beyond a single claim message.
“If we terminate the Agreement or any services under clause 18.4, we will refund any charges paid for any period of service after the termination date. Any refund due will be made direct to your credit card or bank account (notified to us for this purpose) by BACS transfer....”Zen Internet terms, Clause 18.5
What to include: bank or card details, account id
Right to cancelClaim within 14 daysSimple to claim
Statutory right to cancel during contract term
A customer just needs to state they are cancelling within the cooling-off window quoting their order ID and start date.
“You are entitled to cancel your order during contract term provided you are inside the statutory cancellation period set out at clause 15.1.”Zen Internet terms, Clause 2.2
What to include: order id, agreement start date
Right to cancelClaim within 14 daysSimple to claim
14-day cooling-off cancellation right
A written statement of intent to cancel within 14 days of the agreement start date, with the order ID, is all that's required.
“you have a legal right to cancel an order for services within 14 days without giving us any reason ("cooling-off period") from the date we make our agreement.”Zen Internet terms, Clause 17.1
What to include: order id, agreement start date
RefundClaim within 14 daysSimple to claim
Reimbursement of payments after order cancellation
The refund trigger and 14-day timeline are clear and tied to objective events (cancellation notice or equipment return) an agent can point to.
“If you cancel your order, we will reimburse any payments received from you by the same means of payment. We will make the reimbursement within 14 days of your notice of cancellation unless we have supplied any equipment to you; in which case we will make the reimbursement within...”Zen Internet terms, Clause 17.4
What to include: cancellation notice, proof of equipment return if applicable
Based on Zen Internet's public terms and policy pages, read on 28 September 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.