Cancelling and Refunds

Cancelling and Refunds

Hadeda Mobile Ltd · Last updated: 20 September 2026 · Version 1.0

This page explains how to cancel and what you get back. It sits alongside our Customer Terms & Conditions — clause 12 of the Terms is the binding wording, and this page explains it in plain English. If the two ever seem to disagree, the Terms apply.

The short version. You have 14 days to change your mind, starting the day after you buy. You keep that right even if you have already installed your eSIM and started using your plan. If you cancel in those 14 days you pay only for the days you have had the service, and we refund the rest.

After the 14 days you can still cancel at any time — there is no minimum term and nothing to pay to leave.

1. Your 14-day right to cancel

You have the right to cancel within 14 days without giving any reason. This is a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, regulation 36.

When the 14 days start. The day after your contract with us is made — which is when your order is confirmed, not when you install your eSIM. If you ordered a physical SIM, the 14 days start the day after it is delivered.

Installing your eSIM does not end the right. At checkout you ask us to start your service straight away, inside the 14 days. That request lets us start early. It does not take your cancellation right away.

2. What you get back

Worked example. You buy the £14.99 Unlimited plan and install your eSIM the same day. On day 5 you cancel. Five days of a 30-day period have passed, so you pay £14.99 × 5 ÷ 30 = £2.50, and we refund £12.49.

3. How to cancel in the 14 days

Tell us before the 14 days are up. Any clear statement that you want to cancel is enough — there is no special wording and no form you have to use.

To meet the deadline, it is enough that you send your message before the 14 days end.

Your refund. We will refund you within 14 days of being told, using the same payment method you paid with. There is no charge for refunding you.

4. Model cancellation form

You do not have to use this form — but you can, and some people prefer to. Copy it, fill it in and send it to us.

Model cancellation form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Hadeda Mobile Ltd, 7 Blade Mews, London, SW15 2NF.
Email: hello@hadedamobile.co.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

5. Cancelling after the 14 days

You can cancel at any time. There is no minimum term, no notice period and nothing to pay to leave.

Your service runs to the end of the period you have already paid for, and we do not refund the remainder of that period. To stop the next charge, tell us before your renewal date.

Going away for a while? You can pause your plan instead of cancelling, for up to 5 months, free of charge. Your number stays yours while you are away.

Keeping your number. Text PAC to 65075 from your Hadeda SIM and give the code to your new provider. A PAC is valid for 30 days. To leave without keeping your number, text STAC to 75075.

6. If something is wrong with our service

This page is about changing your mind. If the problem is that our service is not working properly, that is a separate right and you do not lose it after 14 days.

Under the Consumer Rights Act 2015 we must provide our service with reasonable care and skill, and it must match the information we have given you about it. If we fall short, you may be entitled to have the service put right, or to a price reduction.

Start with our Complaints Procedure. If your complaint is unresolved after 6 weeks, or we send you a deadlock letter, you can refer it free of charge to our Alternative Dispute Resolution scheme, the Communications Ombudsman.

7. Questions

I installed my eSIM and used some data. Can I still cancel?
Yes, within the 14 days. You pay for the days you have had the service and we refund the rest.

Do I have to give a reason?
No.

Will you charge me a fee for cancelling?
No. There is no cancellation fee at any point.

How long does the refund take?
We process it within 14 days of you telling us. Your bank may take a few more days to show it.

I bought before travelling to the UK and my plans changed.
If you have not installed the eSIM, you get a full refund within the 14 days. Get in touch and we will sort it out.

Hadeda Mobile Ltd · Company No. 17044132 · Registered at 7 Blade Mews, London, SW15 2NF · VAT No. GB517509879 · hello@hadedamobile.co.uk · Phone: 07348 950 917