Cancellation and Moving Home Policy

Effective Date: 1st January 2024
Version: 1.0

1. Overview

This policy sets out how customers of Uptime Allies can cancel their broadband service, including what happens when moving home. It explains applicable charges, required notice periods, and how we comply with Ofcom’s General Conditions.

2. Contract Cancellation

Customers may cancel their broadband service at any time by providing written notice to Uptime Allies.

Cancellation Charges

• All cancellations — whether inside or outside the minimum contract term — are subject to a standard £55 cancellation fee (unless the product features a lower cancellation fee at the point of ordering).
• If you are still within your minimum term, an early termination charge will also apply:

  £55 + (Monthly Charge × Number of Months Remaining)

• If your product had more favourable cancellation terms at the point of ordering, those will apply instead.

3. Notice Period

• A minimum 30 days’ written notice is required to cancel a service.
• Service will remain active and billable during the notice period unless we confirm otherwise in writing.
• Unused notice periods will not be refunded.

4. Moving Home

• When moving home, your current contract must be cancelled. The cancellation fee applies, along with any applicable early termination charges.
• If you wish to remain with us, a new contract must be taken out for service at your new address, subject to availability.
• Contracts are not transferable between properties or individuals.

5. End of Minimum Term

• The cancellation fee still applies even after your minimum term has ended.
• No early termination charges apply if you're outside the minimum term.

6. Cooling-Off Period

• You have a 14-day cooling-off period from the date of order.
• Service will not be activated during this period unless you explicitly waive your right, allowing earlier activation.
• If equipment has been shipped or partially used, you may be liable for return costs or partial fees.

7. How to Cancel

To cancel, please email us with the following details:

• Full name
• Account number
• Service address
• Requested cancellation date (minimum 30 days from notice)

Email: support@uptimeallies.uk