30-Day Money-Back Guarantee Terms & Conditions
1. Eligibility
The 30-Day Money-Back Guarantee is available to new residential customers only.
This guarantee applies to Connect Fibre broadband services, which include the core broadband connection and any associated equipment provided by us (such as routers and mesh Wi-Fi devices).
The 30-Day Money-Back Guarantee is available to new residential customers only.
This guarantee applies to Connect Fibre broadband services, which include the core broadband connection and any associated equipment provided by us (such as routers and mesh Wi-Fi devices).
2. Timeframe
The guarantee is valid for the first 30 calendar days from the date your broadband service is activated.
To be eligible, you must submit your cancellation request within this 30-day period.
The guarantee is valid for the first 30 calendar days from the date your broadband service is activated.
To be eligible, you must submit your cancellation request within this 30-day period.
3. How to Cancel
To cancel and claim your money back, you must:
To cancel and claim your money back, you must:
- Contact our Customer Service team by phone or email within the 30-day window.
- Return all equipment provided by Connect Fibre (e.g. routers, mesh Wi-Fi devices) in full working order, with all original packaging and accessories, within 14 calendar days of your cancellation request.
4. What You’ll Be Refunded
- Your first monthly broadband subscription fee.
- Any one-off charges for installation or activation, if these were paid directly to Connect Fibre.
5. What’s Not Included
- Costs for any damage, missing equipment, or unreturned items will be deducted from your refund.
6. Refund Process
Refunds will be processed within 14 working days from the date we receive all required equipment back in acceptable condition.
All refunds will be made to the original payment method used at the time of sign-up.
Please note: The sooner you return your equipment, the sooner we can process your refund.
Refunds will be processed within 14 working days from the date we receive all required equipment back in acceptable condition.
All refunds will be made to the original payment method used at the time of sign-up.
Please note: The sooner you return your equipment, the sooner we can process your refund.
January Sales 2025 Offer Terms & Conditions
Offer ends 31st January 2025. Offer on Turbo 500Mbps £27 a month (usually £35 a month), Hypersonic 1000Mbps £31 a month (usually £39 a month) and Fibre2000 2000Mbps for £49 a month (usually £55 a month). 18 month minimum term. Only available in certain postcode areas. New orders only. Service must be installed within 6 months of order to qualify for discounted price. Standard T&Cs apply (connectfibre.co.uk/legal). Guaranteed speeds apply to the download speed at the Connect Fibre router, not over Wi-Fi.
Price Match Terms & Conditions
- Eligibility: To qualify for our Price Match Incentive, customers must present a valid and verifiable like-for-like offer from a competitor for a broadband package at the point of purchase.
- Call to Redeem: Customers must call us on 01223 080 790 to request a price match and to complete their order. This cannot be applied retrospectively.
- Like-for-Like Comparison: The competitor's offer must be a like-for-like service, which means:
- The same broadband speed: 150Mbps, 500Mbps, or 1000Mbps, as published in our offerings.
- Have a minimum committed period of at least 18 months and no more than 24 months
- The price comparison will be based on the total package price advertised on the provider’s public website including installation and any setup charges available to all members of the public; excluding any promotional codes, vouchers, membership requirements, pricing errors, or limited-time discounts unless offered as part of a competitor’s standard package.
- Service Availability: The competitor's service must be available at the customer's postcode, which must be an address that is available for installation on the Connect Fibre network. We reserve the right to verify this before approving a price match.
- Approved Competitors: We will only price match offers from the following providers: BT, EE, Sky, TalkTalk, Virgin Media, Now Broadband, Plusnet, and Vodafone. Any other providers are excluded.
- Installation Requirement: The installation of the matched service must be booked within six months from the date of placing an order. If an installation is not completed within six months, Connect Fibre reserves the right to remove the Price Match offer.
- Exclusions:
- Price matching is not available for services that are part of a bundle (e.g. a broadband package included with a mobile phone offer) unless a direct like-for-like comparison is possible.
- Buyout promotions are not eligible for price matching. Customers cannot combine a price match with a buyout offer.
- Verification: We reserve the right to verify the competitor's pricing, service details, and availability at the customer’s location. If we cannot verify the competitor's pricing or service, we may decline the price match.
Changes & Withdrawal: We reserve the right to modify or withdraw the Price Match Incentive at any time without notice.
Buyouts (read more)
Allows users who are in contact with other providers to get credits for their Connect Fibre services up to a maximum of up to 3 months free, allowing them to move to Connect Fibre instantly.
- Offer applies to new broadband orders only on our Fibre1000 and Fibre2000 packages with a minimum 24-month contract.
- Proof of existing contract end date must be sent via email to support@connectfibre.co.uk
- Buyout offers must be agreed by Connect Fibre before your installation date. Approval will be sent in writing
- The agreed credit will take into consideration the time left on your existing contract up to when your Connect Fibre broadband has been installed, up to a maximum credit amount of 3 months free
- Buyout credit can not be used in conjunction with our refer and earn scheme.
- We reserve the right to change our terms and conditions in the future