We built our plans so you can pick the one that fits how you use data: a few weeks away, a backup connection for a router, or a SIM that stays in a tablet all year. This guide explains what happens when you want to cancel, change plan or ask for a refund, so there are no surprises. The full wording is in our Refunds & Cancellations Policy and Terms & Conditions, linked at the bottom of this page.
📱 Pick the plan that fits how you use it
30-day rolling plans are month by month and you can stop at any time. They suit trips, trying FlexiFone out, or use that changes from month to month. They cost more per month than annual plans, because you are not committing to a year.
Annual plans are a 12-month commitment at a lower monthly cost. They suit a SIM that stays in the same device all year, such as a backup router, a tablet, a CCTV camera or a card machine. Because it is a 12-month commitment, an annual plan can't be changed or cancelled part-way through once the SIM is active. If you ever need to leave early, an early termination fee equal to the cost of the plan applies, so it usually makes more sense to switch off auto-renewal and let the plan run to the end.
Voice & Data plans include a UK number for calls and texts. They are designed as a second number alongside your main one, not a replacement for it.
Business plans are priced without VAT and include a dedicated account manager. Business purchases are final, so please check the plan suits you before you buy.
Not sure which to choose? Start on a rolling plan. You can move to annual later.
⏳ 14 days to change your mind
If you haven't activated your SIM or eSIM, and haven't used any data, minutes or texts, you can cancel within 14 days for a full refund. Once you activate and use the service, the plan has started and the 14-day right no longer applies, so refunds aren't available. Approved refunds go back to your original payment method within 10 working days.
🔄 Auto-renewal
Plans renew automatically at the end of their term, using the payment method you used at purchase. You can switch off auto-renewal at any time in My Account (account.flexifone.co.uk) or in the app. This stops future renewals, and your plan stays active until the end of the current term.
If the renewal date passes, the plan renews and we can't refund that renewal, whether or not you used it. If you only need a plan for a set time, turn off auto-renewal as soon as you buy.
🛑 Cancelling
You can cancel at any time in My Account or the app. Your plan stays active until the end of the current billing cycle or term. We can't refund the unused part of a plan once the cycle has started, so the best time to cancel is shortly before it renews.
🔁 Changing plan part-way through
If you change plan mid-cycle, your current plan ends straight away, any data, minutes and texts you have left are lost, and the new plan starts a fresh cycle. There is no refund for the old plan. If you just need more data, an add-on is usually the better choice. Otherwise, wait for your renewal date to make the change.
📶 Running out of data
Add-ons are extra data you can buy when your allowance runs out. If you find yourself buying them most months, that is a good sign to move up a plan at your next renewal.
💡 Some examples
You bought a SIM for a holiday, haven't activated it and haven't used any data, and it's been less than 14 days: contact us and we'll arrange a full refund.
You used the SIM for a week and decided it isn't for you: we can't refund the plan, but you can switch off auto-renewal so you aren't charged again.
Your plan renewed and you forgot to cancel: that renewal can't be refunded. Switch off auto-renewal now so it doesn't happen again.
You're half-way through a month and need more data: buy an add-on rather than switching plan.
✅ Check before you buy
Make sure your phone is unlocked, that it supports eSIM if you choose an eSIM, and that the places you will use it are on our roaming list. If you are unsure, ask us first and we'll help you pick.
💬 Need help?
Email us at [email protected] and we'll be happy to help.