How is the Community Fibre cancellation fee calculated?

The Early Termination Fee is your **monthly bill multiplied by the number of months remaining** on your contract. For example, on a £25/month plan with four months left, your ETF is £100. You'll also be charged for any unreturned equipment (around £56 for the router), but those charges are credited back once Community Fibre receives the kit. ETF doesn't apply if you cancel inside the 14-day cooling-off period.

Will my refund come back automatically if I cancel?

Inside the 14-day cooling-off window, yes, Community Fibre will process the refund within **14 calendar days from your notice of cancellation** to the same payment method used for the original payment. After day 14, there is no automatic refund of monthly fees, only of any prepaid period you've paid for beyond the 30-day notice window. Equipment charges are credited back once the router is returned.

Do I have to return the router when I cancel?

Yes. Community Fibre will email return instructions and **automatically add equipment charges to your final bill** (around £56 for the router, plus fees for any mesh nodes or TV box). Once they receive the equipment back, they credit the charges, which triggers a new invoice, so you may see a charge before the refund lands. Keep proof of postage; you're responsible for the kit until it arrives.

Can I cancel Community Fibre without paying a fee?

Yes if (a) you're inside the **14-day cooling-off period**, (b) you're **out of contract** (just serve 30 days' notice), or (c) Community Fibre has made a material detrimental change to the service, clause 2.9/7.6 of the terms gives you a fee-free exit with a pro-rata refund of prepaid fees. You may also qualify for a **50% ETF reduction** if you're moving to an area they don't serve.

What happens if my Community Fibre broadband goes down?

Under Ofcom's automatic compensation scheme, if your broadband is out for more than **two full working days**, Community Fibre must pay you **£9.98 per day** from the end of day two until it's fixed, without you needing to claim. If outages persist and resolution drags past 8 weeks, you can escalate to the Communications Ombudsman, who can order refunds or compensation on top of the automatic credits.

REFUND GUIDE

How to Get a Community Fibre Refund in 14 Days.

Q: Can I cancel Community Fibre within the cooling-off period?

Yes, there's a **14-day cooling-off period** starting from the day your service goes live. Cancel inside that window and you'll receive a full refund within 14 calendar days, returned to your original payment method. You still need to return any equipment they've sent. After the 14 days expire, the 30-day notice rule and Early Termination Fee (if in minimum term) kick in.

Inside 14 days their own policy is on your side; statutory cooling-off rights may stack on top. Outside it, you've still got tools, a clear email, a card-issuer chargeback, the lot. Here's the playbook for Community Fibre.

Last verified 15 Jun 2026 against Community Fibre’s own Terms · UK, US, and EU rights covered below

The short answer

Community Fibre gives new customers a 14-day cooling-off period from the day service begins, cancel inside that window and you get a full refund within 14 calendar days, returned to your original payment method. After day 14, you must give 30 days' notice. Inside the minimum term (12/18/24 months) an Early Termination Fee applies: monthly bill × months remaining. Pro-rata refunds of prepaid fees apply when Community Fibre changes the service to your material detriment and you cancel under that clause.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Community Fibre, cites the policy, escalates if ignored, and surfaces the win when the money lands.

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What Community Fibre actually says

“If you wish to cancel after 14 days, you will need to give us 30 days' notice. If you are still within the minimum contract period, an early termination fee will be applicable for the outstanding contracted amount for your services.”
, verbatim from Community Fibre’s terms

14-day cancellation windowPro-rata refund: yesStatutory cooling-off: 14 days in UK + EU on new subs

How long does a Community Fibre refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note Community Fibre’s own policy works on a 14-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

United Kingdom

Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Community Fibre subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Community Fibre can’t ignore.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, Community Fibre has ~45 days to defend. Works regardless of where Community Fibre is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Community Fibre charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

European Union

ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Community Fibre is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The 4-step refund email

Email the right address
Use business-support@communityfibre.co.uk, the route yoink has verified actually gets read for Community Fibre.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Community Fibre team,

I'm requesting a refund of the recent charge on my subscription, account [your account email].

Under the Consumer Contracts Regulations 2013, I'm entitled to cancel this contract by notice through the same channel it was formed in. Please confirm by reply that the refund will be processed to my original payment method.

If a full refund isn't available under your policy, I'd accept a pro-rata refund for the unused portion.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for Community Fibre

Call Community Fibre on **020 8128 1080** or use live chat on communityfibre.co.uk. You must give **30 days' notice** of your intention to cancel, they will then confirm closure, discuss any Early Termination Fee if you're in your minimum term, and email instructions for returning the router. Once equipment is back, equipment charges are credited and you receive a final bill. Outstanding balances must be paid within 30 days.