Can I cancel toob within 14 days?

Yes. toob's terms state: *"After the Service has been activated, you can still cancel your order within 14 days of your Activation date by calling customer services or by filling in the customer cancellation form."* Cancel before installation and nothing is charged. Cancel after activation but inside 14 days and toob refunds your first month's service fee (though installation costs for work already done aren't refunded). Refunds arrive within 14 days via your original payment method.

What is toob's early termination fee?

The Monthly Early Termination Charge is your regular monthly fee **minus £7**, multiplied by the number of full months left in your Minimum Contract Period. toob's own worked example: on the 900Mbps £29/month plan, the monthly ETF is £22, so leaving with 13 months to run costs £22 × 13 = **£286** (or £315 on the older 18-month contract example in their charges document). There's no additional exit fee beyond that.

Do I need to return the toob router?

For home broadband, no, the terms state "The toob wi-fi router will belong to you from the Activation Date," so you can keep or recycle it (toob publishes a router-recycling page at toob.co.uk/legal). However, if you also had **complete wi-fi mesh extenders**, those are rented equipment and must be returned when the agreement ends, otherwise toob may charge you for them.

Can I cancel toob if I'm moving house?

toob only serves specific addresses on its own full-fibre network (mainly Portsmouth, Southampton and the south coast). If you're moving somewhere they don't cover, contact them before you move, many broadband providers waive Early Termination Fees when service isn't available at your new address, but you'll need to raise it explicitly by phone (02392 065558) or email helpdesk@toob.co.uk with proof of your new address.

What if toob ignores my cancellation request?

Escalate in writing to **complaints@toob.co.uk** citing toob's Complaints Code of Practice. If they haven't resolved it within **8 weeks** or issue a deadlock letter, you can take the case free of charge to the **Communications Ombudsman** (commsombudsman.org), toob is a registered ADR member. The Ombudsman's decision is binding on toob and can order refunds, waived fees and compensation.

Can I get a refund from toob after cancelling?

Yes if you cancel within the 14-day cooling-off window, toob refunds your first month's fee within 14 days to your original payment method. Outside that window, any balance owed to you after final billing is refunded by direct debit; any balance owed by you is collected within 5 days of your final bill date. Installation fees are non-refundable once installation has taken place.

Is toob's price going up mid-contract?

toob no longer applies mid-contract inflation-linked rises, instead prices are **fixed and disclosed up front**. For example, the £18/month home150 24-month plan is contractually £20 from April 2027 and £22 from April 2028. If toob makes an unannounced change to your Monthly Service Fee outside those pre-agreed steps, you have the right to leave without an Early Termination Fee under Ofcom's rules.

How do I switch from toob to another provider?

Use **One Touch Switch**: sign up with your new full-fibre provider and they'll notify toob to cancel your service on the switch date. Do **not** call toob to cancel separately, cancelling and then signing up elsewhere can break the switch and leave you disconnected, as several Sky-to-toob customers have discovered. Early Termination Fees still apply if you're inside your Minimum Contract Period.

REFUND GUIDE

How to Get a toob Broadband Refund in 14 Days.

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 toob broadband.

Last verified 20 Jul 2026 against toob broadband’s own Terms · UK, US, and EU rights covered below

The short answer

toob gives you a 14-day cooling-off window from your Activation date, cancel inside that and you'll get your first month's fee refunded (installation fees for work already done are not refundable). Refunds are issued within 14 days via your original payment method. After the 14 days, if you're still in your Minimum Contract Period an Early Termination Fee applies: the monthly fee minus £7, multiplied by the full months remaining. If you're out of contract, just give 7 days' notice before your next bill date and you'll only pay to the end of that period.

Or let yoink chase the refund.

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

Get yoink (App Store) →

What toob broadband actually says

“After the Service has been activated, you can still cancel your order within 14 days of your Activation date by calling customer services or by filling in the customer cancellation form found on our website (www.toob.co.uk/legal).”
, verbatim from toob broadband’s terms

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

How long does a toob broadband 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 toob broadband’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 toob broadband 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 toob broadband 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, toob broadband has ~45 days to defend. Works regardless of where toob broadband 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 toob broadband 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 toob broadband 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 collections@toob.co.uk, the route yoink has verified actually gets read for toob broadband.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi toob broadband 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 toob broadband

Call toob customer services on **02392 065558** or **023 9300 9300**, or email **helpdesk@toob.co.uk**. You can also download the cancellation form from toob.co.uk/legal and return it to Building 4000, Lakeside North Harbour, Portsmouth PO6 3EN. If you're still in your Minimum Contract Period you'll need to pay an Early Termination Fee; out of contract you just need to give notice at least 7 days before your next Bill Date.

Cancelling rather than claiming money back? See the toob broadband cancellation guide. For every other support channel, the toob broadband contact guide.