Cancellation policy

This policy sets out how we handle cancellations, downgrades to accounts and migrations to other providers.

Nothing we've written here is contractual. When we supply our services and equipment to you, our terms and conditions apply.

1. General policies

  1. When a customer wishes to cancel for any reason, we will treat the request promptly and make the cancellation or migration process as smooth as possible.
  2. In all cases, when an account cancellation request is raised, we will investigate the reasons and identify if any additional support can be offered to resolve the cause of the cancellation request.
  3. When an account is closed, access to all account features provided by Glide will be removed. This includes access to Glide's website and systems.

2. Requesting account cancellation

  1. Cancellation requests can only be made by the account holder or an authorised representative of the account holder. If there are multiple tenants signed up to Glide at the property (and therefore there are multiple account holders at the property), we require cancellation requests to be made by all of the tenants. This is to prevent any one tenant from disrupting the services to all the tenants.
  2. A cancellation request can be made in one of two ways:
    1. Online by emailing us at glide@glide.uk.com or creating a ticket through your online portal. This is the quickest and easiest way to request a cancellation. When you email us, you will receive a ticket number from our system which confirms receipt of your message. Any notice period that applies to the cancellation request will start from when you receive your ticket number.
    2. By post to Glide, The Chamberlain Building, 36 Frederick Street, Birmingham, B1 3HN. It is recommended that for customers' own peace of mind, any letter containing a cancellation request is sent by recorded delivery. We cannot accept responsibility for lost letters not sent in this way. The letter must state the account number and name of the account holder(s).

3. Energy specific cancellation policies

  1. If Glide is currently supplying your gas and/or electricity, you will need to transfer your gas and/or electricity supply to another provider. This can take up to 12 weeks depending on your new supplier.
  2. You will need to pay for any gas and/or electricity charges up until the date of the transfer to your new supplier. Please note that the date may be different for gas and electricity.
  3. You will be required to supply your new provider with up-to-date meter readings. We will bill you up until the transfer reading provided by your new supplier. If you don't supply your new provider with meter readings, we may agree an estimated reading with your new supplier upon which to transfer your account.
  4. It can take us several months to finalise your gas and/or electricity account because it takes time for us to receive this information from your new supplier and from the meter operators. We aim to complete this process within 3 months of the date of the cancellation.
  5. If you cancel your gas or electricity service for any reason before the end of your minimum term (apart from moving house and taking your Glide services with you) then you will be subject to cancellation fees.

4. Telephone specific cancellation policies

  1. To cancel Glide's telephone service, customers need to let Glide know and then place a landline order with their new provider. If customers wish to cancel because they are moving to a cable provider, they can request a cease of their telephone service by calling Glide. Customers should note that a cease of phone service will also cease any broadband service on the line.
  2. We automatically process the account cancellation when we receive confirmation of the transfer to the new provider, or upon confirmation of the cease being placed on the service.
  3. Customers will be billed any remaining call charges and outstanding line rental shortly after the transfer to the new provider, or the cease, has been completed.
  4. Should a customer who is under contract wish to cancel before the contract term has expired, cancellation charges will be requested as a final payment.

5. Broadband specific cancellation policies

  1. It is important that customers understand the difference between 'cancelling' (ceasing) their Glide Broadband Service and 'migrating' to a new provider. This avoids confusion and will prevent the customer having their broadband ceased unnecessarily (in which case, any new provider would have to re-activate the line, and broadband downtime would be unavoidable).

6. Migrating to a new broadband provider

  1. To migrate to a new broadband provider a MAC Key (Migration Authorisation Code) is required. We generate this on behalf of the customer, using a supplier-provided system.
  2. We will provide a MAC Key within 5 working days following a valid request being made. In the event of any difficulties our suppliers have providing a code, this may take longer, and in this case we will provide updates to this effect.
  3. MAC Keys are valid for 30 days following their issue, and can be used at any time during this period simply by providing the MAC Key to the new supplier.
    1. It is possible for a customer to use a MAC Key as soon as it is received, in which case the migration can take place in as little as 5 working days (payment for the notice period will be required).
    2. If the MAC Key is not used and expires, the customer must request another via the same process if they still wish to migrate to another broadband provider.
  4. To ensure no loss of service for the customer, when we issue a MAC Key, we do not schedule the account for cancellation. Any due subscription payments will continue to be taken. The account will only be closed (or downgraded) when we receive confirmation from our network supplier that the service has migrated to the new provider.
  5. When we receive confirmation that the migration has completed, our systems currently stop billing for the Broadband Service.
  6. If the migration completes after the 30 day period has expired, a complete month's subscription payment will be automatically taken. In this situation, the customer can request a refund for any unused subscription credit. The refund will be made within 10 working days and will be provided via the same method that the payment was taken.
  7. Our suppliers do normally inform us when a customer uses a MAC Key, but this doesn't always happen. If a customer does not receive confirmation of the account closure once their migration has completed, they are advised to call us to inform us that the migration has completed.

7. Ceasing a broadband line

  1. Where customers wish to fully close their broadband line, instead of migrating, they simply need to request a 'cease' order when calling Glide. The policies stated in the notice period and final payment sections of this document will apply.

8. Notice periods and scheduling of cancellations

  1. We require notice in order to close any account. The notice period is 30 days for all accounts. When a cancellation is requested, we will schedule this to take place at the end of the notice period. Due to limitations of our supplier's systems, if this date falls on a weekend, a broadband line cancellation will be scheduled for the next working day.
  2. The notice period starts from the time we receive the cancellation request. If the cancellation request is withdrawn for any reason during the notice period, a new request needs to be made and a new notice period will commence.
  3. It is possible to specify a cancellation date after the notice period.

9. Contracts

  1. All customers under contract will, when their initial period is up, be automatically moved to a rolling 1 month contract.
  2. Should the customer wish to cancel at the end of the initial term, they will need to give notice 30 days prior to the contract end date.
  3. Should the customer wish to cancel before the initial term has expired, payment for the remaining months of the contract or for the cancellation fees will become due.

10. Final payments

  1. When requesting a cancellation, a final payment may become due at the time this is scheduled.
  2. Where a customer is cancelling Glide's energy services, they will need to move their supplies to another provider unless they are moving home. If a customer is transferring supplier, they will need to provide meter readings to their new supplier on or around the transfer date. If a customer is moving home, then they need to provide final meter readings to Glide; otherwise Glide will bill the customer based on estimated meter readings. It can take some time for Glide to receive the final billing information from its suppliers and the meter operators. Glide aims to complete energy account closures within 3 months from the date of your cancellation.
  3. The closure of any account is subject to minimum contract periods and the payment of any outstanding and/or deferred amounts.
  4. Any debit/credit card mandate will remain in force until the final payment has been collected.
  5. If not collected at the time of the cancellation request, all outstanding payments remain due.
  6. We will pursue unpaid debts via an external debt collection agency and/or tracing agency, and will write to the registered account address by email and post before doing this. If we incur debt recovery fees due to your non-payment, we will pass on and recover these costs from you as an additional administration fee. Please see our Payment Policy for more information.

11. PSTN ceases

  1. A 'PSTN cease' means BT or your telecommunications provider has cancelled the voice part of a telephone line. When this happens, BT Openreach also cancels the broadband part of a line automatically. There are numerous reasons why BT Openreach raises PSTN ceases, such as a house move, change of account holder, account type or other account information and/or failure to pay a bill.
  2. On receipt of notification of a PSTN cease, Glide will do the following:
    1. Check to see if a house move is already in progress with Glide. If so, we do not need to take further action.
    2. If no house move request has been made, we try to contact the customer, notifying them of the situation.
    3. If a house move is being performed without our knowledge, the customer will need to follow our house move process in order to restore the broadband service at the new location.
    4. If the customer wishes to cancel their account with us, this still needs to be requested in the normal way.

12. Cancelling before a service is active/transferred or under Distance Selling regulations

  1. Any consumer service from Glide, under Distance Selling regulations, can be cancelled, without penalty, within 7 working days from when the order was completed. However the right to cancel is lost if the service becomes active, transfers or is used at any time.
  2. For Glide's gas or electricity services, you will be required to contact your existing provider and ask them to object to our transfer. Failure to do so may result is us supplying your property under a deemed contract.
  3. For Glide's telephone service, if the request to cancel the line is received less than 2 full working days from the date it is due to be installed, the full cost of the installation of the line will be payable. A sliding scale is used to determine how much is payable if the cancellation request is received more than 2 full working days from the date it is due to be installed.
  4. For Glide's broadband service, if the request to cancel the line is received less than 2 full working days from the date it is due to be installed, the full cost of the activation of the line will be payable. A sliding scale is used to determine how much is payable if the cancellation request is received more than 2 full working days from the date it is due to be installed.
  5. For any service where Glide supplies equipment, Glide will not pay the postage costs for the return of the equipment if you cancel under Distance Selling regulations.
  6. Any third-party costs associated with provision, ordering or activation of your services will still be payable (such as activation or connection fees). These costs are applied to us by our suppliers.