At Bunch, we’re committed to being transparent and fair. If something goes wrong, we want to put it right - quickly and clearly. Below is our refund policy, outlining when a refund might apply, how to request one, and what to expect from the process.
When You May Be Eligible for a Refund
You may be entitled to a full or partial refund in the following cases:
Billing error or overpayment
A service hasn’t started or was not delivered
A service was not provided to a reasonable standard and cannot be fixed
You cancelled within your 14-day cooling-off period and services hadn’t started
A billing dispute is resolved in your favour
Refunds can be issued to your original payment method or applied as credit to your account—depending on your preference and account status.
Cooling-Off Period
You have the right to cancel within 14 days of placing your order.
If services haven’t begun, you’ll receive a full refund.
If you requested services to start during this period, your refund may be adjusted to reflect any services already provided.
How to Request a Refund
To request a refund, contact us with:
Your full name
Your Bunch account number
A brief summary of the issue
We’ll review your request and aim to process eligible refunds within 14 working days of approval.
Equipment & Charges
If cancelling broadband or returning equipment:
You may be charged for non-returned or damaged routers
Additional supplier charges (e.g. disconnection or early termination fees) may apply
Details of these are available in your online account or in our Terms & Conditions
Refunds May Not Apply If:
Services were delivered correctly
You cancel after the cooling-off period without valid grounds
Applicable cancellation or exit fees apply
There is no clear evidence of an error or overpayment
You can view cancellation fee details in our Terms & Conditions.
Disputing a Payment?
If you believe a payment was taken in error, please contact us before raising a chargeback. We’ll work to resolve the issue as quickly as possible.