Refund Policy

01Overview

PHONEPRIME is an independent phone upgrade advisory and information service. This Refund Policy applies to any services you arrange directly with PHONEPRIME. It does not override your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

02Free services

Our phone upgrade quotes, eligibility checks, handset comparisons and general information are provided free of charge. As no payment is taken for these services, no refund is applicable.

03Paid services

From time to time we may offer optional paid services, such as assisted device setup or data transfer support. Before any payment is taken, we will clearly explain what the service includes, the price and how long it will take. You will receive written confirmation by email.

04Your 14-day right to cancel

If you purchase a paid service from us by phone or online, you have the right to cancel within 14 days of the date of purchase without giving a reason.

• If the service has not started, you will receive a full refund.
• If you asked us to begin the service within the 14-day period and then cancel, we may deduct a proportionate amount for the work already carried out.
• If the service has been fully completed at your request within the 14 days, the right to cancel may no longer apply.

05Eligible refunds

Outside the cancellation period, you may still be entitled to a full or partial refund where:

• A paid service was not delivered as described.
• The service was not carried out with reasonable care and skill.
• You were charged in error or charged more than once.

Where a problem can be fixed, we may first offer to repeat or correct the service at no extra cost.

06Non-refundable items

• Services completed in full and to the agreed standard after the cancellation period.
• Delays or issues caused by inaccurate information you provided.
• Standard call charges made by your own phone provider when calling our 0330 number.

07Third-party purchases

PHONEPRIME does not sell handsets or airtime contracts directly. If you purchase a phone, plan or accessory from a third-party provider after speaking with us, any returns, cancellations or refunds are governed by that provider's own policies. We are happy to explain how their process generally works, but we cannot issue refunds on their behalf.

08How to request a refund

To request a refund or cancel a paid service, call us on 0330 059 9452 or email info@phoneprime.online with:

• Your full name and the phone number or email used when booking.
• The date of purchase and the service involved.
• A brief explanation of your request.

09Processing times

We will acknowledge your request within 2 working days. Approved refunds are issued to your original payment method within 14 days of approval. Depending on your bank, it may take a few additional days for the funds to appear.

10Contact us

Questions about this policy? We're here to help.