When you enter the final month of your rental agreement, we'll send you an email letting you know if you're eligible to renew your agreement. If eligible, we'll provide you with some renewal options to help you decide whether you'd like to renew and upgrade, keep your current device to rent and pay less per month, or return your device and end your current agreement.

Once your agreement has ended, you’ll receive an email within 14 days with personalised renewal options.

If you'd like to upgrade and renew, simply click 'Upgrade' in the email to go to My Account, where you can choose your new device and browse available 12-month and 24-month plans.

Once you’ve selected a plan that suits you, click 'Continue' to complete your upgrade.

Firstly, contact our customer support team immediately so we can block it and protect your personal data. 

We’ll then collect a payment equivalent to the remaining months left on your rental and the retail value of the device within 7 days of it being reported as lost or stolen.

If you find the device within 7 days of reporting it lost/stolen, let us know immediately so we can reinstate your rental agreement and remove any charges.

Your device isn’t covered for accidental damage, so we’ll need to take a payment equivalent to the remaining months left on your rental and the existing retail value of the device.

Any technical faults are covered by our lifetime warranty. To submit a claim, log into your account and submit at return. We’ll email over a QR code so you can return your device from your nearest Post Office. 

Once we’ve received your device, we’ll send a direct replacement if we have one in stock. If we don’t, we’ll cancel your rental at no further cost. 

Visit our ‘Help Centre’ to learn more about insuring your rental.

We want to keep our rental devices in circulation for as long as possible to help protect the planet, so we don’t offer them for purchase during or after your rental. If you’d prefer to own a device, we have a huge range of phones and tech available to buy on our Store.

At the end of your rental agreement, we will contact you with the option to renew, upgrade or cancel your rental agreement - the options we offer may vary depending on your credit eligibility and payment history.

The options are sent over to you via email 14 days before your agreement end date, so keep a look out for this! If you don't respond to our end-of-agreement options, we will place you on a rolling 30-day agreement for your current device until you let us know what you'd like to do. 

If you are placed on a 30-day rolling contract, your payments will continue on the same date every month and these are non-refundable.

Further information about rolling 30-day agreements can be read here.