Overview

If you’ve paid more than you owe or are entitled to a refund, we’ll apply a credit to your account or arrange a refund where appropriate.

When you may receive a refund or credit

Refunds or credits may apply if:

• You’ve overpaid your account
• A payment was taken in error
• Your service was cancelled and a balance remains
• A service credit has been applied

Account credits

Credits are usually applied automatically to future bills.

You’ll see any available credit on your next bill and in My Account.

Requesting a refund

If you believe you’re due a refund:

1. Review your account balance in My Account.

2. Check your recent bills and payment history.

3. Contact support if you believe a refund is required.

Refund timescales

Refund processing times can vary depending on your payment method and account status.

We’ll let you know when your refund has been approved.