Understanding Your Refund Eligibility
You may be entitled to a refund depending on:
When you cancel (e.g. before your policy starts, within the 14-day cooling-off period, or after that).
The type of policy you have (monthly instalments vs annual payment).
Whether you've made a claim on your policy.
If you cancel:
Before your policy starts or within the 14-day cooling-off period, you will be charged a £30 admin fee.
After the cooling-off period, the cancellation fee ranges from £60 to £125, depending on:
When you purchased your policy
The policy plan you selected
To find the exact fee that applies to your policy:
Open the Marshmallow app.
Go to the Documents section.
Select your Policy Wording document.
If you’ve made a claim during your policy, no refund will be issued, and you must pay the full policy premium.
When Will I Receive My Refund?
Once your cancellation is processed:
Refunds are issued automatically if you're eligible.
Refunds typically appear in your account within 3–10 working days, depending on your bank.
Note: We can't speed up the refund once it’s been processed.