When you take out a contract with us, you may need to pay a deposit, depending on the results of your credit check. Don't worry; you'll get this payment back in full when six bills have been paid on time.
- Paying your deposit.
The deposit will be taken as a separate payment and held in a secure, non-interest bearing bank account. If you take out a contract 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).
Once you've made your payment, you'll be given a reference number. It's a good idea 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 contract:
If you took out a contract or SIM plan directly from us (from a Three Store, online or via Telesales) you'll get your deposit back once you've paid six consecutive bills on time.
If you bought your contract from another retailer you'll get your deposit back once you've paid twelve consecutive bills on time.
And if you cancel:
If you cancel a SIM plan before you've paid the six bills, you'll get your deposit back as long as you give one month's notice when you cancel. If you cancel your contract under the money-back guarantee, you'll also get your deposit refunded at the same time.
If one or more payments have missed the due date or not cleared, we'll hold the deposit until either six or twelve 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 contract, 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 is 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 contract under our 14 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 call 0844 338 0330.
- Account closed.