If you concluded a fixed-length Internet access service contract in which you received a discount on a product essential to the use of the service, such as a modem, the service provider is subject to rules that limit the cancellation fees that can be charged.

Factors that affect the cancellation fees

The greater the discount on the sales price of a product, the higher the cancellation fees can be. The closer you are to the end of the contract at the time of termination, the lesser the cancellation fees can be. The cancellation fees can never be greater than the amount of the discount you received.

Discounts you received on the price of a service have no impact on the calculation of the cancellation fees.

Calculating the cancellation fees

Here is the formula to allow you to calculate the maximum cancellation fees you can be charged if you received a discount on the sale price of a modem.

[Discount on the sale price of the modem] - [Discount on the sale price of the modem x Number of complete months elapsed ÷ Length of the contract] = Maximum cancellation fees

The month during which you terminate the contract is considered a completed month.

Sample calculation when a discount has been given

If you signed a contract for 12 months and received a modem worth $150 for free, the value of the discount given is $150. If you decide to cancel the contract in the 8th month, the maximum cancellation fee the service provider can charge will be calculated as follows:

$150 - ($150 x 8 ÷ 12), simplified as $150 - $100 = $50

The service provider can charge a maximum fee of $50.

Failure to respect the maximum cancellation fees

If your service provider has charged cancellation fees greater than what is permitted, you can dispute the fees charged. You can also file a complaint with the Office de la protection du consommateur. See Contact us to find out how to reach us.

Top of page

You recommend this page: https://www.opc.gouv.qc.ca/

Last update : May 3, 2021

Were you unable to find an answer to your question? Please call us.

The information contained on this page is presented in simple terms to make it easier to understand. It does not replace the texts of the laws and regulations.