Cancelling Work Phone and refunds
A full refund applies if the line is removed within 14 days and has not been used. The line counts as unused only if the eSIM has not been activated or no number has been assigned.
Cancelling within the first six months
If you cancel within the first six months, cancellation takes effect at the end of the billing cycle and a break fee of £18.99 (one month's fee, excluding VAT) applies.
The eSIM, phone number, and mobile allowances are deactivated when the plan ends.
Keep your number
If the business wants to keep a number, complete the port-out before the number is disconnected. A cancelled number may later be returned to the provider pool and cannot be guaranteed for recovery.
If a team member leaves
The administrator should cancel or remove the team member's Work Phone plan from the Business app. The plan, eSIM, and number are deactivated according to the applicable cancellation and billing rules.
Any number retention or port-out request should be completed before the plan is fully disconnected.