Some contracts cannot be cancelled through the standard cancellation process during the first 12 months. However, an early cancellation may be considered as an exception in certain circumstances.
The proof required for a Year 1 cancellation exception depends on the terms of your contract and your market.
If you have experienced a permanent business closure, a serious long-term illness or inability to operate, or mis-selling, you can submit an exception request for cancellation. However, submitting an exception request does not guarantee cancellation or automatically waive outstanding balances and other applicable contractual obligations.
Business closure
If your business has permanently stopped operating, you may be asked to provide documentation confirming the closure.
Examples include:
- An official business closure certificate.
- Bankruptcy documentation.
- Other reliable official evidence confirming that the business is no longer operating.
Acceptable business closure documents
The following list contains acceptable business closure documents in the UK:
- Companies House dissolved status
- HMRC confirmation of self-employment cessation.
Serious long-term illness or inability to operate
If you are requesting an exception because a serious long-term illness or another circumstance prevents you from continuing to operate your business, we may ask you to provide supporting evidence.
You should only provide the minimum medical information necessary to assess your request, and avoid including any unnecessary or sensitive details.
Medical-document requirements can vary by market and may be subject to specific privacy requirements.
Mis-selling
If you are requesting an exception due to mis-selling, you may be asked to provide documentation confirming the mis-selling.
Examples include:
- The offer communicated.
- The representative involved.
- The date and communication channel.
- Any supporting emails or proposals.
What happens after I submit the evidence?
After you submit evidence, your request and evidence will be reviewed. Submitting a request and evidence does not automatically mean that your contract will be cancelled. Depending on the circumstances and the terms of your contract, the outcome may include:
- Keeping the contract active.
- Offering another appropriate solution.
- Approving an early termination.
We will confirm the outcome once the review has been completed.
Contact us
For further assistance or to submit a request of any kind, please contact us using the email address linked to your account.