{"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&p=8215"},"modified":"2026-10-08T09:25:46","modified_gmt":"2026-10-07T22:25:46","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":"

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.<\/p>\n

We don’t require advance notice to cancel. However, we don’t offer pro-rata refunds or credits for partial months.<\/p>\n

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.<\/p>\n

\ud83d\udca1 Fibre Upgrade plans:<\/span> 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<\/span> applies. Eligible upgrades include moving from Fibre to the Node (FTTN), Fibre to the Building (FTTB) or Fibre to the Curb (FTTC) to nbn\u00ae Fibre to the Premises (FTTP)<\/span> on selected high-speed plans (500Mbps and above).<\/div>\n
\ud83d\udcc4 Full terms and conditions:<\/span> Fibre Upgrade orders placed before 10 December 2025<\/span>, view the full terms<\/a>. Fibre Upgrade orders placed from 10 December 2025<\/span>, view the full terms<\/a>.<\/div>\n

How to cancel<\/h4>\n

The quickest and easiest way to cancel is in the myMATE app<\/a>.<\/p>\n

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1<\/div>\n
Sign in to your account. Two-factor authentication is required, and a code will be sent via SMS and email.<\/div>\n<\/div>\n
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2<\/div>\n
Go to Services<\/span>.<\/div>\n<\/div>\n
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3<\/div>\n
Select the service you want to cancel.<\/div>\n<\/div>\n
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4<\/div>\n
Tap the \u2022\u2022\u2022<\/span> menu.<\/div>\n<\/div>\n
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5<\/div>\n
Select Cancel service<\/span> and follow the prompts.<\/div>\n<\/div>\n
\ud83d\udca1 Important:<\/span> 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.<\/div>\n
\u26a0\ufe0f Important:<\/span> 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.<\/div>\n
\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’s really you.<\/div>\n

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<\/a>:<\/p>\n