Cancel Raylo the easy way

Overview

Raylo is a London-based company that offers device leasing and subscription-style access to consumer electronics. Customers lease devices for a fixed term, pay monthly, and have return or purchase options at the end of the lease.

How Raylo works

Raylo presents devices with a hire agreement that shows the minimum term at checkout. Devices are shipped to customers and returns are handled through a Raylo returns portal where customers choose courier and method of return.

Quick company facts

Official help pages: Raylo returns and cancellations and returns, cancellations and damage rules.

Web (account) - step by step

1. Go to your Raylo account and sign in.
2. Open the leased device page and click "End lease".
3. Follow the returns portal to choose a courier (Royal Mail, DPD, DHL) and whether you want drop-off or collection.
4. Erase personal data, package securely and retain proof of postage or tracking number.
5. Raylo will process final billing and confirm cancellation within 30 days after receiving and assessing the device.

Email - step by step

1. Send an email to [email protected] with your order number, full name, and the reason for cancellation.
2. Request written confirmation and the returns portal link if you intend to return the device.
3. Keep the sent email and any reply as proof.

iOS / Android - step by step

1. If you use a Raylo app, open it and sign in; otherwise use the website on a mobile browser.
2. Find your device and tap "End lease" to start the returns portal flow.
3. Follow courier selection, package the device, and keep tracking details.

Phone - step by step

1. Raylo does not publish a public phone number for cancellations; request support through your account or by email.
2. Ask for a callback if you need verbal confirmation and request written confirmation by email.

Post - step by step

1. Write a registered letter to Raylo, including your full name, order number, and explicit request to cancel your lease.
2. Send to: Raylo, 167-169 Great Portland Street, W1W 5PF London, United Kingdom.
3. Keep the registered post receipt and follow up by email if you do not receive confirmation.

Cooling-off period (change of mind)

Rule - You have 14 days from when a device is shipped to change your mind and return it, provided the item is unopened and unused if sold as new. This right comes from the Consumer Contracts Regulations 2013.

Required proof - Order number, proof of shipment date, photos of device condition if opened, return via the returns portal or proof of postage.

End of commitment

Rule - To cancel at the end of a lease, log into your Raylo account, select the device, click "End lease", and follow the return process. Raylo lists end-of-subscription options on their help site.

Required proof - Account access and the device return tracking number. See end of subscription options.

Price increase

Rule - If Raylo changes the terms that materially worsen your payment obligations, you can challenge the change under the Consumer Rights Act 2015 and the fairness test for contract terms. Raylo has not published a specific unilateral price-increase policy in the public help articles.

Required proof - Copy of original hire agreement, notice of change, and dates. If the change is unfair, escalate via Citizens Advice and the Financial Ombudsman Service if applicable.

Death of subscriber

Rule - If the subscriber dies, standard practice is to notify Raylo and provide administration documents. Raylo has not published a dedicated public workflow for death, so contact [email protected].

Required proof - Death certificate and proof of authority (executor or administrator), account details, and order number.

Moving address

Rule - Moving alone is not an automatic right to cancel under Raylo's public help pages. If the move prevents return by the agreed courier or contravenes the hire agreement, contact Raylo for a specific resolution.

Required proof - New address documentation and proposed return arrangements; supply tracking and proof of postage for any return.

Legitimate grounds accepted by Raylo

Rule - Raylo has not published a specific list of "legitimate grounds" for early termination in the public articles. Early termination incurs charges up to 18 times your monthly payment during the minimum term as stated in Raylo help materials.

Applicable law - Consumer Contracts Regulations 2013 for cooling-off; Consumer Rights Act 2015 for unfair terms.

Before cancelling: negotiate

Retention offers reported in Raylo documentation that you can request are: extend subscription at a lower monthly price, continue paying monthly to keep the device, or purchase the device outright. To ask, contact Raylo via your account or email [email protected] and request a retention or purchase offer. Ask for the offer in writing and compare the monthly total versus buying the device.

What cancelling saves - concrete math and cheapest alternative

Compute yearly cost for competitor alternatives from available pricing:

• Gadgetcover: £2.09 x 12 = £25.08 per year (annual shown £25.08).
• Adrian Flux example: £4.17 x 12 = £50.04 per year (annual listed £49.99).
• Switched On Insurance: £3.50 x 12 = £42.00 per year (annual listed £35.00 for certain policies).
• tinhat example: £5.29 x 12 = £63.48 per year (annual listed £63.48).

Cheapest real alternative from the listed competitors is Gadgetcover at £2.09 monthly or £25.08 annual.

Key UK consumer laws

Raylo customers are protected by the Consumer Contracts Regulations 2013 for the 14-day cooling-off right, and by the Consumer Rights Act 2015 which requires services to be performed with reasonable care and skill and limits unfair contract terms.

Regulator and authorisation

Raylo is authorised and regulated by the Financial Conduct Authority with reference number 841488 as stated in their hire agreement. For consumer hire agreements under the Consumer Credit Act 1974, regulated protections may apply for sole traders and small partnerships.

How to escalate

1. Complain to Raylo first, quoting order number and providing evidence (emails, proof of postage, photos).

2. If unresolved, contact Citizens Advice for guidance and use the Financial Ombudsman Service for disputes involving regulated credit agreements or if Raylo does not resolve your complaint.

3. For card payments, consider Section 75 (credit card) or chargeback via your card issuer for qualifying payments.

Data and device preparation

Erase personal data and securely package the device before returning. Raylo requires you to retain proof of postage or a tracking number after you return the device via the returns portal.

Final billing and timing

Monthly payments continue until Raylo receives the device. A final payment covers the last month of use, even if partial. Raylo will assess the device and may apply a Repair Charge if the device is graded D or higher for damage; repair charges are capped at the insurance excess if insurance was chosen.

Re-activation and purchase options

At the end of a lease you can extend the subscription, continue paying monthly and keep the device, or purchase it outright. See Raylo's end-of-subscription page for options: End of subscription options.

Follow this checklist to make sure your cancellation is processed and you keep proof.

• Log into your Raylo account and choose "End lease" if ending at term.
• If cancelling within 14 days and the device is unopened, use the cooling-off right and follow return instructions.
• Erase personal data, back up any content, and remove SIM cards and memory cards.
• Use the returns portal to select courier and keep the tracking number or proof of postage.
• Keep all emails, the hire agreement, and any evidence of damage or faults.
• Monitor your bank or card for final charges and the confirmation that the subscription is closed within 30 days after device assessment.