Ending Your Contract

If you decide to leave Vfast, this guide explains how cancellation works, what notice is required, when fees may apply, and what happens to your equipment and final bill.

1. Cooling-off period (first 14 days)

You have a 14-day cooling-off period from the date you receive your order confirmation.

You can cancel during this period only if:

• The service has not yet been installed, and
  
• No urgent preparatory work has been carried out

If installation or urgent preparation has already taken place, the cooling-off period no longer applies.

To cancel within the cooling-off period, contact:

• accounts@vfast.co.uk
  
• 01227 688901 or 0330 324 9811

2. Understanding your contract

Minimum contract period

This is your fixed term (for example 12 or 18 months).

During this time:

• Leaving early may incur an early termination fee
  
• Upgrades start a new minimum term
  
• Downgrades are not allowed

Rolling contract (after minimum term)

After your minimum term ends:

• Your service moves to a 30-day rolling contract
  
• You can cancel at any time with 30 days’ notice
  
• No early termination fees apply

If you are unsure of your contract status, we can check for you.

3. How to end your contract

You can request cancellation by contacting:

• accounts@vfast.co.uk
  
• 01227 688901 or 0330 324 9811

For security, we may ask for:

• Your account number
  
• Your security phrase or verification details
  
• Written confirmation (email is acceptable)

Your 30-day notice period starts from the date we receive your request.

4. Early termination fees

If you cancel during your minimum contract term, early termination fees normally apply.

These cover the remaining months of your contract.

Exceptions where fees may not apply

Fees may be waived if:

• You move home and continue with Vfast
  
• You move off a holiday park
  
• The account holder has passed away (death certificate required)

A manager applies discretion in exceptional cases (for example relationship breakdown or vulnerable customer circumstances)

5. What happens to your equipment

Router

• You own the router and may take it with you
  
• Vfast routers are locked to our network and cannot be used with other providers

WiMAX radio equipment

• Outdoor radio equipment normally remains at the property
  
• Removal can be arranged for a fee

Fibre ONT

• Must remain installed in the property

V-Smart Mesh units

• Must be returned if the subscription ends

Holiday park installations

• All equipment must remain in the unit for the next guest or owner

We will confirm exactly what must stay or be returned when you cancel.

6. Final bill and refunds

Your final bill may include:

• Your final 30 days of service
  
• Any outstanding charges
  
• Early termination fees (if applicable)

If you have overpaid due to advance billing, a refund is issued after closure, usually within 10 working days.

7. Leaving due to service issues

If you want to leave due to service problems:

• Our Service Desk must first investigate
  
• Reasonable fixes must be attempted
  
• The findings must be recorded

If the issue cannot be resolved or is due to technology limits at your address, your case may be reviewed to assess whether early termination fees apply.

Summary

• You may cancel within 14 days if service has not been installed
  
• Cancellation requires 30 days’ notice
  
• Early termination fees apply within the minimum term
  
• Exceptions exist (moving home with Vfast, moving off-park, bereavement)
  
• Most equipment stays in the property
  
• Final bills and refunds are issued after closure

For full legal terms, see the Right to Cancel and Termination sections of our Terms and Conditions.