- Broadband bought at a distance, online or by phone, carries a 14-day cooling-off right under the Consumer Contracts Regulations 2013.
- You can cancel within 14 days, but you may owe the value of any service you asked to start and used in that time.
- The 14 days generally run from the start of the contract or service, depending on the circumstances.
- To cancel, tell the provider clearly within the window; keep proof of when you did so.
If you order broadband online or over the phone and change your mind, the law gives you a window to back out. The 14-day cooling-off right is a genuine protection, but it has conditions, particularly around service you have already started using. Knowing how it works lets you exercise it cleanly and avoid unexpected charges.
Where the right comes from
The Consumer Contracts Regulations 2013 give consumers a 14-day cooling-off period for contracts made at a distance, which covers broadband bought online or by phone, the way most broadband is sold. Within that window you have the right to cancel the contract, in principle without penalty, subject to the rules on service you have already received.
What you owe if you used the service
The catch is that if you asked the provider to start the service during the cooling-off period and then cancel, you can be charged for the value of what you used up to cancellation. This is fair: you had the benefit of the service. So cancelling on day two having barely used it costs little, while cancelling on day thirteen after two weeks of use means paying for that use. Equipment you have received generally needs to be returned too.
When the 14 days run
The cooling-off period generally runs from the start of the contract or the service, depending on the circumstances of the sale. Because the exact start point can vary, the safe approach is to act promptly if you are minded to cancel, rather than leaving it to the edge of the window. The earlier you cancel, the less you are likely to owe and the cleaner the process.
Cooling-off rights at a glance
| Aspect | Detail |
|---|---|
| Right | 14-day cancellation for distance sales |
| What you may owe | Value of service used at your request |
| Equipment | Generally must be returned |
| How to cancel | Tell the provider clearly within the window |
How to exercise it
To cancel within the cooling-off period, tell the provider clearly and within the 14 days, in writing where possible so you have proof of the date. Return any equipment promptly, keeping proof of postage. The provider should refund what is due, less any service you used at your request. If a refund is wrongly withheld, raise a complaint and escalate to the ombudsman if needed.
Frequently asked questions
Do I have a cooling off period for broadband?
Yes, if you bought it at a distance, online or by phone, you have a 14-day cooling-off right under the Consumer Contracts Regulations 2013. Within that window you can cancel the contract, subject to paying for any service you asked to start and used.
How long is the broadband cooling off period?
14 days, under the Consumer Contracts Regulations 2013, for broadband bought online or by phone. The period generally runs from the start of the contract or service, so act promptly if you intend to cancel rather than leaving it to the last day.
What do I owe if I cancel within 14 days?
If you asked the provider to start the service during the cooling-off period and used it, you can be charged for the value of that use up to cancellation. Cancelling early having barely used the service costs little; cancelling late after using it for days costs more.
How do I cancel broadband within the cooling off period?
Tell the provider clearly within the 14 days, in writing where possible so you have proof of the date, and return any equipment promptly with proof of postage. The provider should refund what is due, less the value of any service you used at your request.
Can I keep the router if I cancel within the cooling off period?
Generally no. Equipment supplied with the service usually has to be returned if you cancel within the cooling-off period. Return it promptly and keep proof of postage; the provider may charge for equipment that is not returned.
