Refund & Cancellation Policy

This policy covers refunds for services provided by Member Support Hub. We are an independent support provider and are not responsible for refunds related to Tesco Mobile's own products, contracts, or SIM plans — those must be handled directly with Tesco Mobile.

1. Cooling-off period

Under the Consumer Contracts Regulations 2013, you have the right to cancel any service within 14 days of purchase without giving a reason. This right applies to services purchased online or by telephone.

However, if you have requested that we begin providing the support service immediately and we have done so, you may lose the right to a full refund once the service has been fully performed.

2. Eligibility for a full refund

You are entitled to a full refund if:

• You cancel within the 14-day cooling-off period before any service has been provided
• The service was not delivered as described at the point of sale
• We are unable to fulfil the service due to circumstances within our control

3. Partial refunds

A partial refund may be offered where:

• You cancel after a service has been partially completed
• A service was partially but not fully delivered to the agreed standard

The amount refunded will reflect the value of services not yet delivered.

4. Non-refundable circumstances

Refunds will not be issued for:

• Services that have been fully completed with your prior agreement
• Outcomes that are outside our control (e.g. Tesco Mobile declining a network request)
• Change of mind after a service has been fully delivered
• Delays caused by Tesco Mobile's own processes or systems

5. How to request a refund

1. Contact us within 14 days of your purchase
2. Provide your name, contact number, and a brief description of your request
3. Our team will review your case within 5 working days
4. If approved, refunds are processed within 14 working days to your original payment method

6. Complaints

If you are not satisfied with our refund decision, you may escalate your complaint to us in writing. If we cannot resolve it within 8 weeks, you may refer the matter to an Alternative Dispute Resolution (ADR) provider.

7. Contact us

For refund requests or questions:

📞 +44 115 654 6553
✉️ returns@membersupporthub.site
📍 19 Gaul Street, Bulwell, Nottingham NG6 8JQ, United Kingdom