Cancellation & Cooling-off Rights
This page explains the main ways a consumer can cancel a Forge service. Your customer-specific contract documents remain the reference for the exact service and minimum term.
14-day distance-selling right
If you are a consumer and enter into a service contract online, by phone or otherwise at a distance, you will normally have 14 days from the day after the service contract is made to cancel without giving a reason, subject to the statutory rules and any applicable exception.
Starting service during the cooling-off period
If you ask Forge to begin providing a service during the 14-day cancellation period, we will obtain the request or acknowledgement required by law. If you then cancel before the period ends, you may have to pay a proportionate amount for service already supplied. Where a service has been fully performed and the law permits the cancellation right to end, we will obtain the required acknowledgement before doing so.
How to cancel
You can make a clear cancellation request through the Forge account where that option is available, by emailing support@forgemyway.com, by calling 020 4538 5435 or by writing to Forge Connectivity Ltd at 10-16 Docklands Business Centre, Tiller Road, London, E14 8PX. Include enough account or order information for us to identify the service.
After the cooling-off period
A 30-day rolling service can be cancelled according to its stated notice rules. A fixed-term service may have an early termination charge unless you have a statutory, regulatory or contractual right to leave without charge. Any such charge or minimum commitment must be disclosed before you enter the contract.
SIMs, equipment and refunds
If an order includes physical goods such as a SIM, router or other equipment, separate return conditions may apply. Where consumer law requires a refund, Forge will make it using the required method and timeframe, subject to any lawful deduction for service already supplied or diminished value of returned goods.