This policy sets out how we handle cancellations, terminations, transfers to other providers and account closures. When we supply our services to you, our terms and conditions apply.
We aim to take care of our customers, even after they leave us.
If you want to end your contract with us for any reason, we will treat the request promptly and make the process as smooth as possible. We’ll try and work out why you want to end your contract and see if there is anything we can do to help.
Cancellation within 14 days
If you are a tenant (domestic) customer you have 14 days from when you first sign up to change your mind and cancel your agreement with Glide. However this doesn’t apply to any telephone or broadband service which you have explicitly asked us to start and which we start supplying within this 14 day period.
The table below outlines additional information relating to the cancellation process for each service:
|Gas & Electricity||Tenant (domestic) customers have 14 days to cancel service and no cancellation fees will apply.|
|Telephone & Broadband||If your service has not yet started then you can cancel within the 14 day cooling off period and no cancellation fees will apply.If you have requested for the service to start within the 14 day period you can still cancel within the 14 day cooling off period. However, in these circumstances you will be responsible for any charges incurred during the cancellation period.|
Early termination of your contract
Early termination is where you wish to end your agreement with Glide before the expiry of the minimum term.
Early termination requests need to be made by the account holders. Where there is more than one tenant at a property, we require all the tenants to agree to the cancellation. With the exception of gas and electricity you must provide 30 days’ notice.
You can request an early termination by contacting us. Please ensure you tell us your full name, supply address, telephone number and what you want to cancel.
The table below outlines the early termination process for each service:
|Service||Process & Impact of Cancellation|
|Gas & Electricity||If you are on a fixed tariff you may be subject to early termination fees. You can check these on our tariffs page here.There are no early termination fees for our variable tariffs.We request that you let us know so we can understand the reason that you want to leave.Transferring away can be done by switching to another supplier. It takes up to 21 days to complete a transfer.|
|Water||You are required to give 30 days’ notice.You will be subject to a one off early termination fee of £25 per property.|
|Telephone & Broadband||You are required to give 30 days’ notice.You will be subject to the following early termination fees:Telephone line – £10 per month for the remaining minimum term.Standard broadband – £20 per month for the remaining minimum term.Fibre broadband – £40 per month for the remaining minimum term.|
|Virgin Media Broadband||You are required to give 30 days’ notice.Glide have taken out a 12-month contract on your behalf with Virgin Media, you will be subject to the following early termination fees:Virgin Media M100 – £42 per month for the remaining minimum term.Virgin Media M200 – £47 per month for the remaining minimum term.Virgin Media M350 – £52 per month for the remaining minimum term.|
|TV license||You are required to give 30 days’ notice.You will be subject to a one off early termination fee of £20 per property.|
Please note that our termination fees are compensatory and therefore not subject to VAT.
Out of contract termination
Once your minimum term has passed, you can terminate your contract immediately by contacting us. This does not apply for telephone or broadband where we require at least 30 days’ notice to terminate your contract.
If Glide provides your gas and/or electricity you do not need to contact Glide in order to transfer to another supplier. However we do appreciate you contacting us so that we are able to understand the reasons that you want to leave.
Gas and electricity termination
If Glide is providing your gas and/or electricity, we will continue to bill you until:
- you transfer the gas and/or electricity to another supplier;
- we disconnect your gas or electricity meters;
- until you move out of the property (unless you actually own the property and no one else has taken over responsibility for the property); or
- until you sell the property.
If you give us the 30 days’ notice, we’ll bill you until the date that you move out or sell the property. If you don’t give us 30 days’ notice, then we’ll bill you until two working days after you tell us you have moved out or sold the property or until another owner, landlord or tenant receives gas or electricity from us.
Moving to another supplier
If you are moving to another supplier, you will need to pay us for any gas or electricity used up until the date of the transfer to your new supplier. Please note that the gas and electricity may transfer on different dates.
If you are transferring to a new supplier, you are required to provide your new supplier with accurate gas and/or electricity meter readings which they will share with us. We’ll bill you to this reading and your new supplier will start billing from this reading. If you don’t give them an accurate reading, we’ll agree an estimated reading with your new supplier on which to transfer your account.
Moving out or selling your property
If you are moving out or selling your property, you are required to provide us with accurate gas and/or electricity meter readings. We’ll bill you to this reading. If you don’t give us an accurate reading, we’ll estimate your reading and close your account down to the estimated reading.
It is really important you provide an accurate reading so that we can close your account down accurately and provide an accurate final balance.
If you have a water meter, it is important to provide a meter reading from your water meter when you move out or sell your property.
Please be aware that if you terminate your telephone service, you will also terminate and cease any broadband service on the line.
We will automatically process your termination when your telephone service transfers to a new provider or when you ask us to cease the service. You will be billed for any remaining line rental, call charges and early termination fees.
We will automatically process your termination when your broadband service transfers to a new provider or when you ask us to cease the service. You will be billed for any remaining broadband charges, cease charges and early termination fees.
To migrate to another broadband provider, you will need a MAC (Migration Authorisation Code) and we can generate this for you. We will provide a MAC within 5 working days following a valid request being made. MACs are valid for 30 days following their issue and can be used at any time during this period. If the MAC is not used and expires, we will continue to provide you with our broadband service. We will continue to bill you until the migration is complete.
If you simply want to stop your broadband service rather than migrating to another provider, then simply request to cease your broadband when raising your termination request.
If you terminate your Virgin Media broadband, please see Virgin Media terms & conditions.
If you terminate your Glide broadband service, you must also return your router to us. You should send it to:Glide Returns
1 First Avenue
Maybrook Business Park
If you do not return the router, you will be charged for it so please return it within 14 days.
Closing your account quickly
When leaving Glide, we will issue a final statement within 6 weeks which will show your final balance. The final balance will take into account returning your deposit to you.
To make sure we can close your account quickly, please:
- submit accurate final meter readings
- send your tenancy agreement to us if we ask you to
- return your router to us
If we’ve let you know that your account is in credit, all you need to do is provide us with a valid UK bank account and forwarding address so that we can repay you. You can do this securely through your online portal.
If your account is in credit but one or more of the other tenants has a debit balance that has not been paid, please ask the other tenants to pay their debit balances so we can process your credit.
If we’ve let you know that your account is in debit, this will be issued to you in the same way as you receive your normal monthly charges and would be due in 14 days from the date of issue. The balance would be collected from the registered payment card on your account.
The itemised breakdown of your balance are always included in your final statement.