How do I cancel after my 12 month agreement has ended?

πŸ“© When you're eligible to renew your rental agreement within 14 days, we'll send you an email with some bespoke renewal options.

πŸ“ If you aren't interested in renewing your rental agreement by upgrading to a better model, or keeping your current device on a lower monthly payment plan, you're welcome to return your device back and end your agreement within the final 14 days.

❗ If you do not respond to our renewal options, we will place your account on a rolling 30-day agreement. Find out more here.


πŸ‘‡ To cancel your agreement, please follow the steps below:

πŸ‘‰ Head to My Account and click on your rental order number.

πŸ‘‰ In the renewal section of your rental order under theΒ How do I cancel?Β section, click theΒ Please go to our cancellation pageΒ link.

πŸ‘‰ You can cancel your current agreement by either:

πŸ“ž Calling our customer service team
πŸ’¬ Speaking to our customer service team via Live Chat
πŸ“„ Using the cancellation form

Customer service opening hours: Monday - Saturday, 9 am - 5 pm.

πŸ“žπŸ’¬ By speaking to our customer service team by phone or live chat, they will cancel your agreement for you.

πŸ‘‰ If you'd like to use the cancellation form online, click theΒ cancel your rentalΒ link.

πŸ‘‰ Select a reason why you'd like to cancel your rental with us. Optionally, leave some feedback and/or comments in the free-text field.

βœ… Once you're finished, clickΒ Send feedback & cancel my rentalΒ to submit your cancellation request.

❗ Please note: the above process will not fully cancel your rental agreement. You will still need to return your device back to us.


What do I need to do after cancelling my agreement online or by speaking to your customer service team?

πŸ“¦ After submitting your request to cancel your rental agreement, you will need to return your device back to us.

❗ Before returning your device, please make sure to do the following:

βœ… Remove your iCloud* / Samsung** Account from your previous rental device.

βœ… Remove your SIM card from your previous rental device to use in your renewal device.

βœ… Any external memory cards are removed from your previous rental device.

βœ… Your data has been removed, backed up, and transferred to your renewal device.

❓ *For further information on how to remove your iCloud account, click here.

❓ **For further information on how to remove your Samsung account, click here.

πŸ‘‡ To return your old rental device, please follow the below steps:

🎫 You will be emailed a QR code. Take your QR code to your nearest Post Office. They will scan the code, print the label, attach it to your box and return your device back to us.

πŸ“„ Make sure to keep a copy of your tracking receipt so you can track the progress of your return.


I've returned my device back to you. What happens now?

πŸ“¦ Your return should reach us within 2-3 working days of the item being posted via the Post Office.

πŸ“© Once we've received your return, we'll let you know by email.

πŸ“‹ Your device will then go through aΒ Condition Review to ensure that it falls within our fair wear and tear policy.Β 

βœ… If your device passes our review, we'll end your current agreement.


What happens if my device does not pass your Condition Review? πŸ“‹

πŸ‘‰ If your device fails our Condition Review, you may have to pay a variable cost depending on the extent of the damage.

πŸ“© The exact cost of any variable costs to be paid will be communicated to you by email.

πŸ“ Upon successful clearance of the variable cost payment, we'll end your current rental agreement.


Have more questions? Contact Us