We may need to take a deposit from you when you buy a device from us. If you make your first three monthly payments in full and on time, we’ll automatically transfer the deposit to your airtime billing account in the fourth month.

This credit can remain on your airtime account and be used to pay your monthly airtime bills until it’s been used up. You’ll still need to pay for your Device Plan during this time.

You can get in touch with us to arrange a deposit refund.

Deposit refunds can take up to seven working days for BACS and 14 working days for cheques. This may take longer over weekends and bank holidays.

If you’ve cancelled your order or refused delivery, the amount you paid will automatically be refunded to your method of payment.

If your order was cancelled by our customer service team, it will take up to seven working days.

If the delivery was refused, refunds can take up to two working days.

Once your account has been disconnected, a final bill will be generated within 14 working days. Sometimes this will leave your account in credit, which will appear as a minus balance on your invoice. Your airtime account balance needs to be showing in credit before we can give you a refund.

You can check your final bill online in My O2, but not in the My O2 app, as it will stop working once you’re disconnected.

If your final bill has a credit balance of £5 or more, we’ll automatically refund it 30 days after the date on your bill.

Please note:

• If you cancel your Direct Debit before we receive your final payment, then you’ll need to call us to pay your final bill.
• If you’ve cancelled your Direct Debit and you’re due a refund, you’ll need to get in touch with us to make alternative arrangements, as we won’t be able to process it via BACS.

There are a number of scenarios where your airtime account may be in credit. For example, an overpayment may have been made to us in error.

The credit can remain on your airtime account and be used to pay your monthly airtime bill. We’ll start taking payments for the airtime account once the credit runs out. You’ll still need to pay for your Device Plan during this time.

You can contact us to arrange a refund.

Note: Your airtime account balance needs to be showing in credit before we can give you a refund.

If you paid an upfront cost to get your phone or accessory sooner and we didn’t deliver it on time, we’ll automatically refund the premium delivery charge to your payment method.

If the premium delivery charge was added to your existing bill, the amount will be refunded to your airtime balance.

Refunds can take up to seven working days.