This booklet refers to charges and fees in relation to your ZYBRE subscription(s) package(s) and includes the following sections:

Paper bill charge(s)

If you want us to send you a paper bill to your address or an alternative address agreed between us you must request this from us and a paper bill charge applies. The current paper bill charge is £5.00 for each paper bill sent to you. See ‘Your contract for paper billing’ in terms and conditions for more details.

Non-direct debit charge(s)

A Direct Debit should be in place to make payment for your ZYBRE subscription at all times, however in the rare circumstance that this does not occur a Direct Debit charge(s) applies. The current Direct Debit charge is £5.00 for each payment not made by Direct Debit. The Direct Debit charge is automatically removed from all of our packages as a discounted element, that would be re-inserted should a payment be made via other methods outside that of a Direct Debit.

Late payment fee(s)

If you don’t pay your bill by your payment due date, we may charge a £10 late payment fee* and any costs we incur when recovering debt on your account. Your ZYBRE services could also be restricted.

Chargeback fee(s)

If you’ve instructed your card provider to chargeback a payment, this will result in a chargeback fee which we may pass on to you. The current Visa and Mastercard chargeback fee* is £7.50 for each chargeback.

*VAT won’t be applied to this fee.

Reverse payment fee(s)

If you don’t have enough money in your account, and the payment is cancelled or not cleared by your bank, we’ll have to ask your card provider to reverse the payment. Cancelling this payment will incur a chargeback fee by your card provider so we may pass this on to you. The current Visa and Mastercard chargeback fee* is £12 for each chargeback.

If we need to charge you any fees, they’ll be shown on your next bill. We won’t charge you, restrict your services or instruct a debt collection company without attempting contact with you first.

*VAT won’t be applied to this fee.

Charges for ending your ZYBRE contract early

If your services end before the end of your contract (minimum term), you may have to pay an early termination charge(s)

If you do, we’ll let you know and confirm how much you’ll be charged.

How long is my contract for?

When you sign up to ZYBRE a minimum contract length may apply (minimum term).

For most ZYBRE products, the minimum term is 24 months, unless otherwise agreed.

You can check your contract and when it ends, in My ZYBRE at

A minimum term can also apply if you take up certain offers from us, but we’ll tell you this before you accept the offer.

When do I have to pay early termination charges?

For ZYBRE Subscriptions: To end your contract, you’ll need to give us at least 31 days’ notice, which can’t end before your minimum term finishes. The early termination charges below are only payable if we end the relevant contract within your minimum term because you’ve breached your terms and conditions.

If you cancel your service(s) after you’ve reached the end of your minimum term, you won’t have to pay any early termination charges.

How much will I be charged?

The amount you’re charged depends on:

This means the amount you’re charged may differ in relation to the above. If you have subscription offers, your early termination charge will be calculated based on those discounted prices.

How are early termination charges calculated?

We take the monthly charge for products you have, then deduct:

The monthly charge minus the deductions gives a monthly early termination charge (ETC) rate. If you have a discount on your monthly subscription, we’ll deduct this amount from the ETC rate, then multiply your revised figure by the remaining days and months of your minimum term to work out your final early termination charge.

How do I check my contract?

You can check your contract, in My ZYBRE at

Early Termination Charge Example

You have a ZYBRE base package at £59.99 a month, with 84 days remaining on your contract and no applicable discount(s).

We take your monthly £59.99, multiply this by 12 (months) totalling £719.88 and then divide it by 365 (days, 366 if leap year), totalling a daily figure of £1.97, we then multiply this figure by the remaining days of your contract, in this case, 84 days, totalling £165.67.

Your total payable ETC would be £165.48

Charges for not returning ZYBRE equipment

Change is good… but charges aren’t. If you’re leaving ZYBRE, changing your subscription, or need a new box, you’ll need to return the equipment you leased from us when you first joined ZYBRE.

If you don’t return this equipment within the time frame given, you’ll have to pay a Non-Return Charge. We’ll contact you to let you know if you need to pay these charges and how much they are.

Good to know: Not returning your equipment, and then not paying subsequent bills can affect your credit score.

When to return it

Cancelling part or all your subscription?

You need to return your equipment within 60 days of your service(s) ending, or within 30 days if we’ve cancelled your services because you’ve fallen into debt – although sometimes we might ask you to return it sooner.

Swapping, replacing or upgrading your equipment?

You have 60 days to send back the old equipment after receiving any new equipment. If an engineer is visiting your home to install the new equipment, you can give your old equipment to them.

Tip: Make sure to hang on to your tracking ID or proof of postage when returning any equipment to us (just in case).

What to return

Cancelling ZYBRE? You’ll need to return any:

When you’ll be charged

You’ll be charged a Non-Return Charge for any equipment that’s not returned to us, including if you’ve lost your equipment or if it’s been stolen (but you might be able to claim this charge back on your home insurance).

We’ll send you texts, emails or letters to remind you to return your equipment, if we haven’t got it back. And then, if we still don’t get the equipment back in the time frame given, you’ll get a letter or email confirming what you’ll be charged.

What you’ll be charged

The charge depends on what equipment you haven’t returned to us:

You’ll be charged for every piece of equipment you don’t return. For example, if you didn’t return a NVIDIA SHIELD TV Pro Box and a ZYBRE Zyxel VMG8825-T50K Router, you would be charged £329.98 in total.

Good to know: Paying a Non-return charge doesn’t buy the equipment, it’s just a cost for not returning. It will still be ZYBRE owned and we’ll still want you to return it.

How to return ZYBRE equipment

We will contact you to make arrangements for returning ZYBRE equipment via My ZYBRE, phone, SMS, email and/or post.

You can also contact ZYBRE to make arrangements:

It is your responsibility to ensure that all equipment leased by ZYBRE is returned to ZYBRE within the time frame given and that all equipment is in satisfactory working condition, otherwise a charge may still be applied.