Cancelling a subscription
Cancel at any time from your billing page. It is one action. There is no retention offer, no survey, no telephone call and no email you have to send. Cancelling stops the next renewal; your plan runs to the end of the period you have already paid for, and then stops.
Cancelling is deliberately no harder than subscribing was. If you ever find it is, that is a fault — tell us at support@charlycomtex.shop and we will cancel it for you and fix the fault.
Your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel within 14 days of the day the contract is made, without giving a reason.
How that right can end early — and only with your express agreement
This is a digital service supplied straight away. Under regulation 37 of those Regulations, the 14-day right ends before the 14 days are up only if both of the following are true, and both are things you did deliberately at checkout:
- You expressly requested that the service begin during the 14-day cancellation period; and
- You acknowledged that you would lose the right to cancel once the contract had been fully performed.
At checkout these are two separate checkboxes. Neither is ticked in advance, they are not combined into one box, and the server rejects any order in which either is missing.
If you do not tick them, that is fine — your right to cancel runs its full 14 days and the service simply starts when that period ends or when you cancel, whichever comes first. Both acknowledgements, in the wording you agreed to, are repeated in your order confirmation email so you have a record of exactly what you agreed to and when.
The wording used at checkout
Box one. I ask for the service to start now, during the 14-day cancellation period.
Box two. I understand that once the service has been fully performed I will lose my right to cancel under the Consumer Contracts Regulations 2013.
If you cancel within the 14 days having asked for it to start
You pay an amount proportionate to what has been supplied up to the point you told us you were cancelling, and the rest is refunded. We do not charge a fee for cancelling.
Refunds beyond the statutory right
- Charged by mistake, or charged twice — refunded in full, without argument, as soon as we see it.
- Forgot to cancel and have not used the new period — write within 14 days of the charge and we refund it. This is not a statutory right; it is how this service chooses to behave, because a renewal nobody used is not money worth keeping.
- The service was substantially unavailable during a period you paid for — refunded or extended, whichever you prefer.
Refunds go back to the same method you paid with, normally within 5 working days of us agreeing the refund, and in any event within 14 days.
If something is wrong with the service
Under the Consumer Rights Act 2015 a digital service must be supplied with reasonable care and skill, must match its description, and must be fit for any particular purpose you made known to us. If it is not, you may be entitled to have it put right, and to a price reduction if it cannot be. Nothing on this site limits those rights.
Payment disputes
If you do not recognise a charge, please contact us first at support@charlycomtex.shop with the date and the amount — we can almost always resolve it the same day, and faster than a dispute raised through your bank. You do not lose any right to raise a dispute with your bank or card issuer by contacting us first, and we will cooperate with any such dispute.
Payment is handled by our payment provider. We do not receive or store your full card details at any point.
Complaints
Complaints go to support@charlycomtex.shop, are acknowledged within one working day and answered within ten. If you are not satisfied with the answer, say so and it will be reviewed by someone who was not involved the first time. This business does not belong to any alternative dispute resolution scheme; your right to go to court is unaffected.
Model cancellation form
This is the statutory form set out in Schedule 3, Part B of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not have to use it — any clear statement that you are cancelling will do, and the button on your billing page is quicker — but it is here because it must be.
Model Cancellation Form
(Complete and return this form only if you wish to withdraw from the contract.)
To CHARLY COMTEX LTD, trading as Whichcable, support@charlycomtex.shop:
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.
Send the completed form to support@charlycomtex.shop, or by post to the registered office shown on the legal information page. The cancellation takes effect from the moment you send it, not from when we read it.