Early Termination Charges What They Are and How They Work

If you are cancelling a previous contract or ending your agreement with Better Comms early, an Early Termination Charge may apply. This article explains what these charges are, how they are calculated, and what to expect.

What is an Early Termination Charge?

An Early Termination Charge (ETC) is a charge that applies when a contract is ended before its agreed end date. By law, an Early Termination Charge can only be the value of the remaining payments that would have been made had the contract run to its natural end.

Does this apply to my previous supplier?

If you are joining Better Comms from another provider, you may have Early Termination Charges owed to your previous supplier for cancelling your contract early. This is separate from any agreement with Better Comms.

Better Comms cannot cancel your previous contracts on your behalf due to GDPR. You will need to contact your previous supplier directly to cancel and obtain a Final Settlement Letter.

What is a Final Settlement Letter?

A Final Settlement Letter is a document issued by your previous supplier that confirms in writing the exact amount you are liable to pay for ending your contract early. You will need to request this directly from your previous supplier.

Were my termination charges built into my deal?

In many cases Early Termination Charges owed to a previous supplier are factored into your agreement with Better Comms at the point of sale. If this applies to your account:

• Your sales consultant will have discussed this with you
• The amount will have been agreed and built into your package
• You will need to raise an invoice to Better Comms for the amount so we can reimburse you

If you are unsure whether your termination charges were built into your deal contact our billing team and we will review your account.

How do I claim reimbursement for my termination charges?

If your Early Termination Charges were agreed to be covered by Better Comms:

• Request a Final Settlement Letter from your previous supplier
• Raise an invoice to Better Comms for the amount confirmed in the letter
• Address the invoice to Better Comms (VOIP) Ltd, Ocean 80, 80 Holdenhurst Road, Bournemouth, BH8 8AQ
• Once received we will arrange payment

Why am I still being charged by my previous supplier?

There are two common reasons for this:

• Your installation with Better Comms is not yet complete and your previous services are still active during the transfer
• Your installation is complete but you have not yet cancelled with your previous supplier

You will know your installation is complete when you receive a completion email from our onboarding team. Once you receive this you should contact your previous supplier to cancel your contract.

When to contact us

Contact our billing team if:

• You are unsure whether your termination charges were built into your deal
• You need guidance on raising an invoice for reimbursement
• You have a question about charges from your previous supplier
• You need clarification on your Final Settlement Letter