It is possible to cancel an agreement concluded online or by phone with an Internet access service provider without charge and within short elapsed time periods if the provider has not respected certain commitments.
Concluding a contract online or by phone gives you specific rights. These rights are additional to those presented on the pages about:
- Cancellation fees for an open-ended contract;
- Cancellation fees for a fixed length contract with a device discount;
- Cancellation fees for a fixed length contract with no product discount.
Situations and cancellation time limits
|Situations||Cancellation time limit|
|You do not have access to the Internet access services: ||Anytime, before you get access to the Internet access services|
| ||30 days after the conclusion of the contract|
| ||7 days after receipt of contract|
| ||7 days after you get access to the services|
To cancel your contract, you must submit a cancellation notice to the service provider within the set time limits. The notice can be verbal or written. The Office de la protection du consommateur advises you to keep proof of delivery of this notice.
You can send the notice by e-mail, by fax or by registered mail. The cancellation will take effect on the notice’s delivery date. If you have already incurred fees, the service provider must refund you within 15 days after the notice’s delivery.
Did you use a credit card to make a purchase? If the service provider does not refund you within 15 days following the contract cancellation, you can file a chargeback request within 60 days to your credit card company. For more information, please see:
The credit card company that receives the chargeback request must credit the amount paid to your account.
Last update : May 3, 2021
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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.
You can reach one of our customer service officers by telephone or in writing using our information request form.