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.
💡 Fibre Upgrade plans: Customer-initiated Fibre Upgrade plans have a minimum 12-month term at the upgraded address. If you ordered your Fibre Upgrade before 10 December 2025 and cancel early, an Early Termination Fee of $220 applies. Eligible upgrades include moving from Fibre to the Node (FTTN), Fibre to the Building (FTTB) or Fibre to the Curb (FTTC) to nbn® Fibre to the Premises (FTTP) on selected high-speed plans (500Mbps and above).
📄 Full terms and conditions: Fibre Upgrade orders placed before 10 December 2025, view the full terms. Fibre Upgrade orders placed from 10 December 2025, 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.
