{"id":8215,"date":"2019-07-19T12:16:03","date_gmt":"2019-07-19T02:16:03","guid":{"rendered":"https:\/\/letsbemates.com.au\/mate\/?post_type=faq&#038;p=8215"},"modified":"2026-02-27T15:59:02","modified_gmt":"2026-02-27T04:59:02","slug":"what-is-your-cancellation-policy","status":"publish","type":"faq","link":"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-your-cancellation-policy\/","title":{"rendered":"What is your cancellation policy?"},"content":{"rendered":"<div>\n<p>All MATE internet and mobile plans are month-to-month with no lock-in contracts. Your service is billed monthly and will continue until you cancel.<\/p>\n<p>We do not require advance notice to cancel. However, we do not offer pro-rata refunds or credits for partial months.<\/p>\n<p>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 will need to cancel before your next bill cycle starts.<\/p>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #d7f6e6; border-left: 5px solid #00b26b;\" role=\"note\" aria-label=\"Helpful tip\">\n<p><span style=\"font-weight: 600;\">\ud83d\udca1 Fibre Upgrade plans<\/span><\/p>\n<p>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 <span style=\"font-weight: 600;\">Early Termination Fee of $220<\/span> applies.<\/p>\n<p>Eligible upgrades include moving from Fibre to the Node (FTTN), Fibre to the Building (FTTB) or Fibre to the Curb (FTTC) to <span style=\"font-weight: 600;\">nbn\u00ae Fibre to the Premises (FTTP)<\/span> on selected high-speed plans (500Mbps and above).<\/p>\n<p><span style=\"font-weight: 600;\">\ud83d\udcc4 Full terms and conditions<\/span><br \/>\n\u23ea Orders placed before 10 December 2025: <a href=\"https:\/\/www.letsbemates.com.au\/includes\/uploads\/Important%20Stuff\/mate_nbn_fibre_connect.pdf\" target=\"_blank\" rel=\"noopener\">View the full terms<\/a><br \/>\n\ud83d\ude80 Orders placed from 10 December 2025: <a href=\"https:\/\/www.letsbemates.com.au\/includes\/uploads\/Important%20Stuff\/mate_nbn_fibre_connect_promo.pdf\" target=\"_blank\" rel=\"noopener\">View the full terms<\/a>\n<\/div>\n<p>The quickest and easiest way to cancel your MATE service is via self-service.<\/p>\n<p><span style=\"font-weight: 600;\">How to cancel via self-service<\/span><\/p>\n<ul>\n<li>Sign in to your account. Two-factor authentication is required and a code will be sent via SMS and email.<\/li>\n<li>Go to <span style=\"font-weight: 600;\">Services<\/span>.<\/li>\n<li>Select the service you want to cancel.<\/li>\n<li>Tap the <span style=\"font-weight: 600;\">\u2022\u2022\u2022<\/span> menu.<\/li>\n<li>Select <span style=\"font-weight: 600;\">Cancel service<\/span> and follow the prompts.<\/li>\n<\/ul>\n<div style=\"margin-top: 0.5em; margin-bottom: 1.5em; padding: 1em; background-color: #fdecea; border-left: 5px solid #f44336;\" role=\"note\" aria-label=\"Important warning\"><span style=\"font-weight: 600;\">\u26a0\ufe0f Important:<\/span> Cancellations completed in the app or self-care portal are scheduled for the end of your current billing cycle. If you need your service cancelled on a different date, you\u2019ll need to contact us on one of the methods below so we can arrange this for you.<\/div>\n<div style=\"margin-top: 0.5em; margin-bottom: 1.5em; padding: 1em; background-color: #d7f6e6; border-left: 5px solid #00b26b;\" role=\"note\" aria-label=\"Helpful tip\"><span style=\"font-weight: 600;\">\ud83d\udca1 Why we need to verify you:<\/span> 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\u2019s really you.<\/div>\n<p>If you\u2019re unable to cancel via self-service, or need your cancellation processed for a different date, you can contact us during our <a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-are-your-support-hours\/\">support hours<\/a>:<\/p>\n<ul>\n<li>Call us on <span style=\"font-weight: 600;\">13 14 13<\/span><\/li>\n<li>Live chat with us through our <a href=\"https:\/\/www.letsbemates.com.au\/mate\/support\/\">support page<\/a><\/li>\n<\/ul>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #e3f2fd; border-left: 5px solid #1976d2;\" role=\"note\" aria-label=\"Need help?\"><span style=\"font-weight: 600;\">\ud83d\udcac Need help?<\/span> If you\u2019re unsure how this policy applies to your service or need help cancelling, <a style=\"color: #1976d2; text-decoration: underline;\" href=\"https:\/\/www.letsbemates.com.au\/mate\/support\/\">contact us here<\/a>.<\/div>\n<\/div>\n<div>\n<div style=\"position: fixed; bottom: 10px; right: 20px; z-index: 2147483647;\" data-testid=\"notifications-container\"><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>All MATE internet and mobile plans are month-to-month with no lock-in contracts. Your service is billed monthly and will continue until you cancel. We do not require advance notice to cancel. However, we do not offer pro-rata refunds or credits for partial months. Your bill cycle date is the day your invoice is generated each&#8230;<\/p>\n","protected":false},"featured_media":0,"template":"","faq_category":[57,5],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What is MATE\u2019s cancellation policy?<\/title>\n<meta name=\"description\" content=\"Learn about MATE\u2019s cancellation policy, including billing, notice periods, Fibre Upgrade terms, and how to cancel your service. 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