Superloop Disconnection process
This article contains information on what to do if you are looking to discontinue your Superloop internet service.
- Only the Account Owner may request to disconnect their service
- The disconnection request must be requested via telephone (telephone call is required for records purposes and to verbally verify identification)
- Refunds are not provided for 'mid-month' disconnections
Our Disconnection Process
At Superloop, we pride ourselves as being one of the best customer friendly ISP's in Australia. However, we understand that sometimes things do not always go as planned, whether you are experiencing financial hardship, or have moved to an area we cannot service, whatever it may be; it will be sad for us to see you go.
To request a disconnection, please call 1800 10 12 10 to discuss your available account options with one of our friendly staff members.
Pro-Rata / Refund Information
Services are charged monthly, in-advance, and will remain active until the last day of the current billing period. Because of this, Superloop does not offer pro-rata refunds of service if you request to disconnect your service(s) part way through your billing period.
If you require the service to be disconnected immediately, we can force an early disconnection, although any unused amounts will not be refunded to you. It’s important to consider this as once the service is disconnected, we will be unable to reconnect it for the remainder of the billing cycle. If you need the service reactivated, you will be charged for a full month of service starting on the day the service reactivated.
If you intend to request to discontinue your service at a later date, it is important to consider this information. If you have been invoiced for the next month in-advance, but have not yet entered that billing period, you must request to have the service disconnected before the commencement of that billing period and the corresponding invoice for that period will be cancelled, otherwise if you enter the new billing period, the full month charge will be valid and non-refundable.
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