About credit check deposits
When you take out a plan with us, you may be asked to pay a deposit before we can open your account. This will depend on the results of your credit check. Don't worry - you'll get this payment back in full when 6 or 12 bills have been paid on time. The number of bills required to meet the refund criteria depends on the account you’ve taken out.
- Paying your deposit
The deposit will be taken as a separate payment and held in a secure, no-interest bank account. If you take out a Pay Monthly plan that requires an upfront payment for your device, this payment will be separate to the deposit. You can use more than one credit or debit card if you need to.
Once you've made your payment, you'll be given a reference number. It's good to keep a copy of this number in case you need to call us about your deposit.
- When you get your deposit back
How long we hold your deposit for depends on your Pay Monthly plan:
If you took out a Pay Monthly plan or SIM plan directly from us you'll get your deposit back once you've paid 6 consecutive bills on time.
If you bought your Pay Monthly plan or SIM from another retailer, you'll get your deposit back once you've paid 12 consecutive bills on time.
And if you cancel:
If you cancel a SIM plan before you've paid the 6 bills, you'll get your deposit back. This will happen as long as you give 1 month's notice when you cancel. If you cancel your Pay Monthly plan under the money-back guarantee, you'll also get your deposit refunded at the same time.
If 1 or more payments have missed the due date, or not cleared. We'll hold the deposit until either 6 or 12 consecutive bills respectively have been paid on time, and then refund it. If you don't pay the billed amounts by the required dates and/or upon termination of your Pay Monthly plan, we can use the deposit to settle or part-settle what you owe us, without any prior notice.
- How your deposit is refunded
Once you meet the criteria, we'll issue your deposit refund by Direct Bank Credit (DBC) within 3-5 working days. We'll also send you a text message to let you know. The DBC will automatically be refunded to the bank account registered on your account.
- Instances where deposit repayment alters
There are a few cases where we may not be able to issue a Direct Bank Credit (DBC) for the deposit refund immediately:
- Account closed.
If the account is closed and there's an outstanding balance the deposit may be used in part or full to clear the balance.
- Customer has passed away.
Once we've received the relevant paperwork and closed the account, we'll send the deposit refund to the executor by cheque. It’ll take up to 21 days from the date we receive the relevant paperwork.
This policy doesn't affect your statutory rights.
If you bought your device from Three.co.uk or our Telesales team and you cancel your Pay Monthly plan under our 30 Day Money Back Guarantee, we'll send you a cheque for the refund within 28 days from the day you let us know you're cancelling.
If you need to speak to us about your deposit, please get in touch.
- Account closed.
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