Refunds Policy


We will refund your content charge when a product is not received due to our fault, but not if you have simply changed your mind or your phone is not compatible to receive such product. We recommend that you check your phone is compatible before using our service.

Contact us within 14 days of service activation date to cancel and we'll refund all charges provided you have not used or consumed any products via your account.

We are unable to offer a refund if you have initiated the service and used your account to download content and/or send texts or if you have not attempted to cancel the service using the correct cancellation procedure. Should you wish to cancel please send message with the word STOP to our shortcode.

Your statutory rights are not affected.

Refund Claims Procedure

Step 1: Complete a refund claim form

If you think you qualify for a refund then please complete the claim form. Please read the form carefully and complete all necessary details. You can then email the form to refunds@boltblue.com, fax it to +44 (0)20 7681 3527 or you can send it to us by post to Boltblue Communications Ltd, Customer Services Dept, 91 Peterborough Road, London SW6 3BU.

Step 2: Verifying your mobile phone

For the security and privacy of our customers, before we start processing a claim we need to make sure that the claimant has physical possession of the mobile phone in question.

When we receive your claim we will send an acknowledgement to your email address asking you to complete a mobile phone verification. We will not begin processing your claim until you have completed this process. Click on the link below to do this.

Verify your phone.

Step 3: Processing your claim

Once your phone has been verified, we will begin to process your claim and you should hear from us via email within 5 working days. If we accept your claim and agree to issue a refund, funds will reach you within 30 working days.

back to help centre homepage