Cancellation and refunds—without disappearing numbers or imaginary refunds.

Your statutory rights

The 30-day minimum does not override UK law.

The proposed number term is 30 days and renews manually only—m3lytsz does not automatically take another rental payment. Where the Consumer Contracts Regulations apply to a distance service contract, a consumer normally has 14 days after contract formation to cancel without giving a reason. If you expressly ask m3lytsz to start service during that period, a proportionate amount for service lawfully supplied up to cancellation may be payable. The cancellation right is lost for a fully performed service only where performance began after the required express request and acknowledgement.

If m3lytsz did not provide the required cancellation/cost information or did not obtain the required early-performance request, the customer is not charged for service supplied in the cancellation period to the extent the law says so.

Faulty or misdescribed service

Consumer Rights Act remedies remain available.

Nothing in this policy excludes the statutory requirement to provide services with reasonable care and skill. Where the law provides repeat performance or an appropriate price reduction, m3lytsz will apply that remedy. A statutory refund is made without undue delay and, where the Act requires, within 14 days after m3lytsz agrees the customer is entitled to it.

Amounts and timing

Transparent calculation and reconciliation.

A pre-provisioning refund normally covers the cleared initial payment. For an active or partly performed service, any deduction must have a lawful basis and be explained. Duplicate charges and confirmed failed provisioning are corrected in full. m3lytsz does not substitute account credit, a voucher or a different number for a legally required monetary refund unless the customer expressly agrees and the law permits it.

Included allowance and paid Top-ups are shown separately. A Top-up needs its own exact-price confirmation, never renews automatically and does not silently expire. Delivered carrier usage is not unused credit. Top-ups and remaining prepaid credit are reconciled separately from rental; any applicable Ofcom right to repayment is preserved, with only a contractually disclosed fee proportionate to actual refund cost where the rules permit one. Until the unused amount can be proved safely, that request is handled as a protected manual-review case rather than an invented automatic refund.

For a valid Consumer Contracts Regulations cancellation, reimbursement is made without undue delay and no later than the applicable statutory deadline—normally 14 days after m3lytsz is informed for a service contract. Processor and bank posting time can affect when funds appear, but not when m3lytsz must initiate a legally due reimbursement.

How to request

Use the signed-in control or contact us.

Use Number settings → Cancellation & refunds, or email hello@m3ly.me. State the order reference and what you want; do not email identity documents, card details or message contents. m3lytsz will acknowledge the request, show whether it is closed, under review, refund pending or processor-confirmed, and preserve the evidence needed for complaints and accounting.

Model cancellation notice

A plain statement is enough.

“To SNOOPTSZ GROUP LTD: I give notice that I cancel my m3lytsz UK Number Service contract. Order reference: [reference]. Contract date: [date]. Name: [name]. Address: [address]. Date: [date].” Send it through the signed-in control, by email or by post. You do not need to use these exact words, and you do not need to give a reason for a statutory cancellation.

Complaints and ADR

Formal telecom escalation remains a launch gate.

If Ofcom General Condition C4 applies, the final complaints code will name the Ofcom-approved ADR scheme SNOOPTSZ GROUP LTD has actually joined and will explain access after deadlock or six weeks. m3lytsz will not invent a scheme name. Public sales remain release-locked until the applicability decision and membership evidence are recorded.

Official sources

Primary UK references used for this draft.

Consumer Contracts Regulations 2013 · Consumer Rights Act 2015, services · GOV.UK distance selling guidance · Ofcom current General Conditions · Ofcom complaints and ADR.