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 you have a statutory cancellation right in most jurisdictions (UK CCR, EU Directive 2011/83, US state auto-renewal laws). 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 yesterday 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.

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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

What you can claim, by region

Consumer law varies by where you live. The strongest hook for your country is the one to lead with when you contact the company — pick the one that applies and quote it in your email.

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.
California ARL refund right
Refund if cancel was blocked or unclear.
If toob broadband made it hard to cancel under California ARL, you’re entitled to a refund of charges taken since the obstruction. Multiple class actions (including against Adobe + Hulu) have set the precedent.
FTC enforcement actions
FTC has won refunds against subscription dark-patterns.
The FTC has secured $100M+ in refunds from companies running dark-pattern cancel flows (Amazon Prime, Vonage). Document toob broadband’s flow, file at reportfraud.ftc.gov.

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with toob broadband for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
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.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
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.

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 subscription services that didn’t deliver. Resolution typically within 20 days.

The 4-step refund email

Email the right address
Use connections@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 writing to request a refund for my recent toob broadband subscription charge.

Under applicable consumer-protection law (the UK Consumer Contracts Regulations 2013, EU Directive 2011/83/EU, or US state auto-renewal laws — whichever applies in my jurisdiction), I'm exercising my right to cancel and to recover the payment in full. Please confirm by reply that the cancellation has taken effect and that the refund will be processed to my original payment method.

If your policy allows a pro-rata refund for any unused service, I'd appreciate that being applied here.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, see “If they refuse” below — Section 75 is the next stop.

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.