Cancellation service N°1 in Canada
Contract number:
To the attention of:
Cancellation Department – Ebox
1225 Saint‑Charles West, 11th Floor
J4K 0B9 Longueuil
Subject: Contract Cancellation – Certified Email Notification
Dear Sir or Madam,
I hereby notify you of my decision to terminate contract number relating to the Ebox service. This notification constitutes a firm, clear and unequivocal intention to cancel the contract, effective at the earliest possible date or in accordance with the applicable contractual notice period.
I kindly request that you take all necessary measures to:
– cease all billing from the effective date of cancellation;
– confirm in writing the proper receipt of this request;
– and, where applicable, send me the final statement or balance confirmation.
This cancellation is sent to you by certified email. The sending, timestamping and integrity of the content are established, making it equivalent proof meeting the requirements of electronic evidence. You therefore have all the necessary elements to process this cancellation properly, in accordance with the applicable principles regarding written notification and contractual freedom.
In accordance with the Consumer Rights Act 2015 and data protection regulations, I also request that you:
– delete all my personal data not necessary for your legal or accounting obligations;
– close any associated personal account;
– and confirm to me the effective deletion of data in accordance with applicable rights regarding privacy protection.
I retain a complete copy of this notification as well as proof of sending.
Yours sincerely,
18/01/2026
Cancellation Ebox: Complete Guide
What is Ebox
Ebox is a Canadian internet and television service provider offering residential plans including fibre and reseller-based promotions, optional TV NDVR packages, and equipment rental. The company operates in Quebec and Ontario and publishes its terms, pricing and support information on its website.
How to cancel Ebox
- Call Ebox as the account holder at 1‑844‑323‑EBOX to request termination, or visit an Ebox store in person and request account closure. Note: for V‑cable technology, a same‑day termination request is completed the next business day.
- If you prefer written notice, send a signed termination letter from the account holder by registered mail with return receipt (recommended) to the address below; include your account number, desired termination date and a statement about rented equipment return. Keep a copy of the letter and the postal receipt.
- Return any rented equipment within 20 days of service termination or account closure to avoid equipment charges. Use a trackable shipping method and keep tracking/receipt information.
- Request written confirmation of the cancellation and a final bill reference; ask how and when any deposit or eligible refund will be issued.
What happens when you cancel
Service access will stop on the termination date provided by Ebox. If you use rented equipment, you remain responsible for it until it is received by Ebox; late or missing returns can trigger equipment charges. Recurring billing should cease after the final billing period, but you may receive a final invoice for prorated service, outstanding fees or equipment charges. Your account data (settings, recordings, account history) may be deleted according to Ebox retention policies; request any data you wish to keep before closing the account.
Will I get a refund?
Refunds from Ebox are issued by cheque only and typically take about 4 - 6 weeks after Ebox has received returned equipment. Internet service payments and equipment purchases or rentals are generally non‑refundable per Ebox terms. Security deposits are refunded in the seventh month of service automatically, but if you cancel within the first six months the deposit is refunded after Ebox receives the returned equipment. Ebox’s publicly available terms do not reference a 14‑day statutory right of withdrawal; if you believe you are owed a refund or a deposit and it is delayed, keep documentation and consider escalation to consumer protection authorities.
Ebox plans and pricing
| Plan | Price | Period | Features |
|---|---|---|---|
| FIBRE 150 | C$45.00 | Monthly | 150 Mbps download, 150 Mbps upload, unlimited data, no installation or equipment fees |
| FIBRE 500 | C$50.00 | Monthly | 500 Mbps download, 500 Mbps upload, unlimited data, no installation or equipment fees |
| FIBRE 1000 | C$60.00 | Monthly | 1 Gbps download, 750 Mbps upload, unlimited data, no installation or equipment fees |
| TV NDVR Basic | C$4.50 | Monthly | Record up to 4 shows/movies, store up to 100 hours, access on 2 devices |
| TV NDVR Superior | C$9.00 | Monthly | Record up to 6 shows/movies, store up to 200 hours, access on 4 devices |
| TV NDVR Premium | C$13.50 | Monthly | Record up to 8 shows/movies, store up to 300 hours, access on 6 devices |
| 500 Mbps (promo) | C$40.00 | Monthly | 500 Mbps plan using reseller promo code (permanent discount) |
| 1 Gbps (promo) | C$50.00 | Monthly | 1 Gbps plan using reseller promo code (permanent discount) |
Your consumer rights in Canada
Canadian consumer protection varies by province. Telecom contracts often include a statutory cooling‑off or cancellation period in some provinces (commonly 10 days), but Ebox’s public terms do not explicitly provide a 14‑day right of withdrawal. If you face delayed or missing refunds, or unfair billing, you can escalate to your provincial consumer protection office and to the Commission for Complaints for Telecom‑television Services (CCTS). Keep documentation: termination requests, proof of equipment return, and all correspondence to support any complaint.
Customer experiences
Public reviews are mixed. Some customers report positive interactions and satisfactory service transitions (for example, praise for helpful support during a fibre migration). Many reviews criticize long hold times, slow or cheque‑only refunds, installation issues (missed appointments or scheduling errors), billing errors and underperformance of advertised speeds. Several reviewers also note difficulties with outsourced support and inconsistent information about refunds and equipment charges. Use this context to set expectations and to plan for documentation when cancelling.
Documentation checklist
- Account number and full account holder name (signed termination request if sending by mail)
- Last invoice or billing statement and proof of payment for recent charges
- Equipment serial numbers and photos (before shipping) and return tracking number/receipt
- Copies of all communications with Ebox (emails, chat transcripts, call reference numbers)
- Postal receipt / registered mail return receipt if you send termination by post
Common mistakes
Common errors include failing to return rented equipment within the 20‑day window (which can trigger equipment charges), not sending cancellation requests from the account holder (Ebox requires the account holder to request termination), relying on unclear or undocumented web/app cancellation paths, and assuming refunds will return to a credit card - Ebox issues refunds by cheque only. Also, not keeping tracking records or written confirmation makes disputing charges harder.
Comparative recap
| Method | Refund | Difficulty |
|---|---|---|
| Phone (account holder) | Refunds issued by cheque if applicable; timing ~4 - 6 weeks after equipment return | Medium - phone is standard but reviews note long hold times |
| In‑store (account holder) | Refunds issued by cheque if applicable; same conditions apply | Low - Medium - in‑person closure can be quicker for confirmation |
| Web / App | Refunds issued by cheque if applicable; process not clearly documented publicly | Unknown - High - Ebox does not provide clear public instructions for web/app closures |
| Registered mail (signed termination) | Refunds issued by cheque if applicable; strong proof of notice helps disputes | Low - slower but provides best documentation and legal proof |
After cancelling
After you cancel, retain all confirmation documents and tracking receipts until any owed cheque arrives and your final bill is settled. If you have questions about terms or refunds, consult Ebox’s published resources: their terms and conditions and FAQ pages. If a refund or deposit is overdue or you cannot resolve a dispute with Ebox, consider filing a complaint with the Commission for Complaints for Telecom‑television Services (CCTS) or your provincial consumer protection office. Ebox resources: Terms & Conditions and Equipment return FAQ.
Address
Ebox Canada
11th Floor, 1225 Saint‑Charles West
Longueuil, Quebec J4K 0B9, Canada