All MATE internet and mobile plans are month-to-month with no lock-in contracts, so you can cancel anytime. Your service is billed monthly and continues until you cancel.
We don’t require advance notice to cancel. However, we don’t offer pro-rata refunds or credits for partial months.
Your bill cycle date is the day your invoice is generated each month. If your service is active on this date, the full month charge will apply. To avoid this, you’ll need to cancel before your next bill cycle starts.
⚠️ Upgraded to Fibre before 10 December 2025? A $220 Early Termination Fee applies if you cancel within 12 months of your upgrade. Before you cancel, get in touch with us and we’ll check if a fee applies to you. Upgraded more recently? There’s no fee to cancel.
📄 Full terms and conditions: For Fibre Upgrade orders placed before 10 December 2025, view the full terms. For all other Fibre Upgrade orders, view the full terms.
How to cancel
The quickest and easiest way to cancel is in the myMATE app.
1
Sign in to your account. Two-factor authentication is required, and a code will be sent via SMS and email.
2
Go to Services.
3
Select the service you want to cancel.
4
Tap the ••• menu.
5
Select Cancel service and follow the prompts.
💡 Important: Cancelling isn’t available in the self-care portal. You’ll need to use the myMATE app, or contact us using one of the methods below.
⚠️ Important: Cancellations completed in the app are scheduled for the end of your current billing cycle. If you need your service cancelled on a different date, contact us using one of the methods below so we can arrange this for you.
💡 Why we need to verify you: Identity checks help protect your account and personal information. When you contact us, we may ask a few quick questions or send a one-time verification code to make sure it’s really you.
If you can’t cancel in the app, or need your cancellation processed for a different date, you can contact us during our support hours:
- Call us on 13 14 13
- Live chat with us through our support page
💬 Need help? If you’re unsure how this policy applies to your service, or need help cancelling, our Aussie-based support team is happy to help. Get in touch with us here.
