How to submit your final bill and track your refund

If you've opted for our Contract Buyout, you can now upload your final bill, track your request and refund all in the YouFibre app. Sadie the Sloth will guide you through each stage on your Dashboard.

The Contract Buyout notification banner will appear on the app before your installation is complete. It will let you know you can upload your bill and start your refund request once your service is live.

Step 1: Upload your final bill

Once you're live, tap Upload on the Contract Buyout notification, then Upload Final Bill.

You'll need your final bill from your previous provider. Before you upload, check that it meets these requirements:

• Is dated within the last 90 days
• Shows a total of more than £0
• Address matches your YouFibre account address
• File type must be either .pdf, .png, or .jpg only, and under 10MB
• We can't accept invoices, contracts, or in-app screenshots

When you upload your bill, we’ll scan it automatically to check the details.

If we spot an issue with the bill

If the bill doesn’t match a requirement, you'll see exactly which check failed. You can still submit the bill, and our team will check manually within 2–3 working days.

Step 2: We verify your bill

Once you submit your bill, we send it off for verification. You'll see this on your Dashboard, and we'll be in touch within 2–3 working days.

Step 3: Set up your Direct Debit

After we've verified your bill, we'll prompt you to set up a Direct Debit if you haven't already. Once you submit your details, you'll see this as submitted while your bank processes your mandate, this takes at least 3 working days.

If your Direct Debit setup fails, you can try to set it up again in the YouFibre app:

• Tap ‘View’ next to Sadie’s tracker
• Then tap ‘Set up Direct Debit’ and re-enter your details to try again.

Step 4: Pay your first bill

Once your Direct Debit is active, we'll automatically collect your first bill. If the payment doesn't go through the first time, we'll retry it automatically. If it fails after three attempts, we’ll prompt you to make a one-off card payment.

To make the one-off payment:

• Open the YouFibre app and tap View next to Sadie's tracker to see your progress
• Tap Pay Now

Step 5: Get your payment

After you’ve met all three payout requirements; account active, Direct Debit active, and first bill paid, we’ll send the payment. It can take up to two weeks to arrive.

When your payment has gone through, the Contract Buyout tracker will disappear from your Dashboard, that's how you know you’ve completed all the steps.

You can learn more about our Contract Buyout here.

Need more help? Message us in the YouFibre app or call us on 0330 822 2222.