Cancellation Novus Internet: Easy Method

What is Novus Internet

Novus Internet is a Vancouver-based internet service provider offering no-contract, symmetrical broadband plans with unlimited data and rented router equipment. The company serves select buildings in Metro Vancouver and nearby areas and publishes terms covering subscriptions, cooling-off rights, and equipment return obligations.

How to cancel Novus Internet

• Notify Novus Customer Support of your cancellation request (follow up in writing). For general subscriptions, cancellation requires contacting Customer Support; service normally continues until the end of the current billing period. See Novus terms and conditions.
• If your service was started via a web subscription (Internet/TV), give at least 48 hours’ notice for termination; charges can apply until disconnection and you must return any rented equipment to avoid extra fees. See Novus web terms.
• If you cancel within 14 days of account activation you may be entitled to the cooling-off refund of subscription fees (excluding funds spent or card fees); request the refund in your cancellation communication and cite the cooling-off right in the terms.
• When possible, send the cancellation notice by registered mail (raccomandata A/R) or fax/letter to ensure delivery, keep a copy, and follow up after a few days to confirm receipt.
• Ask for written confirmation of the disconnection date, final charges, and the return address/process for rented equipment; keep any shipment receipts or tracking numbers.

What happens when you cancel

After you request cancellation, service typically continues until the end of your current subscription period unless a different disconnection date is agreed. For web subscriptions, charges generally continue until the physical disconnection date and you are responsible for returning any rented equipment. If equipment is not returned within the specified period (often two weeks after disconnection) Novus may charge replacement fees; under some terms ownership may transfer after a longer period (for example, six months).

Will I get a refund?

Novus provides a 14-day cooling-off right from activation: if you cancel within this period and a subscription fee was charged, the subscription fee will be refunded (excluding any funds already spent or card/processing fees). The publicly available terms do not describe broader refund entitlements beyond this cooling-off period, so refunds outside that window are not guaranteed and should be requested and confirmed in writing. See Novus terms for details.

Novus Internet plans and pricing

Your consumer rights in Canada

Canadian consumer protections commonly include short cooling-off rights for digital and subscription purchases; Novus documents a 14-day cooling-off right for subscription fees. If you cannot resolve a complaint directly with Novus, you may escalate to the Commission for Complaints for Telecom‑television Services (CCTS) or other provincial consumer protection bodies. Keep written records of all communications, receipts, and shipment tracking to support any complaint. See Novus terms for company-specific provisions: Novus terms of use.

Customer experiences

Customer feedback is mixed. Long-term customers praise Novus for no-contract plans, price guarantees and occasional speed upgrades without price increases, and some report fast problem resolution via Vancouver-based chat support. Conversely, complaints include slow or unclear customer service interactions, being transferred between agents, billing disputes (including a reported SMS survey charge), and issues when using third‑party routers where some apps failed and support would not assist unless using Novus gear. See sample reviews on community and review sites for more detail: Trustpilot and Reddit.

Documentation checklist

• Account number and account holder name
• Service address and contact phone/email
• Requested disconnection date (note 48 hours’ notice for web subscriptions)
• Reason for cancellation (optional but helpful)
• Copies of recent invoices or payment receipts
• Proof of prior communications with Novus (emails, chat transcripts)
• Tracking numbers or receipts for returned equipment

Common mistakes

Common errors include assuming cancellation is instantaneous - many customers are still billed until the end of the billing period or until the scheduled disconnection. Failing to provide the required notice (for web subscriptions, at least 48 hours) or not returning rented equipment can lead to unexpected charges. Another frequent mistake is expecting a refund automatically beyond the 14-day cooling-off window; refunds outside that period are not guaranteed. Finally, some customers assume app-store or platform cancellations remove the Novus service - Novus’s public terms do not spell out App Store/Google Play procedures, so always confirm cancellation directly with Novus and obtain written confirmation.

Comparative recap

After cancelling

Keep written confirmation of your cancellation, any refund approval, and shipment/tracking receipts for returned equipment. Review your final bill for any outstanding charges or equipment replacement fees and dispute them promptly if incorrect. If Novus does not resolve a billing or service dispute, consider escalating to the CCTS or your provincial consumer protection office; retain all documentation for that process. Useful links: Novus terms and conditions (novus.world) and Novus terms of use (novusnow.ca).

Address

When sending written cancellation notices or returned equipment, use Novus’s address and consider registered mail or tracked courier: 300 - 112 East 3rd Avenue, Vancouver, BC V5T 1C8, Canada. Follow up after a few days to confirm receipt.