Cancellation service N°1 in Australia
Contract number:
To the attention of:
Cancellation Department – Superloop
Level 1, 545 Queen Street
4000 Brisbane
Subject: Contract Cancellation – Certified Email Notification
Dear Sir or Madam,
I hereby notify you of my decision to terminate contract number relating to the Superloop 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,
12/01/2026
Cancellation Superloop: Easy Method
What is Superloop
Superloop is an internet service provider that offers broadband, fibre and related connectivity services. It operates in multiple markets and provides customer support, billing and account management through phone, email, web portals and third‑party app stores.
How to cancel Superloop
- Preferred - Phone: call Superloop support for fastest confirmation (example numbers used historically: 1800 578 737 or 1800 733 418). Ask for a cancellation reference number and the effective date.
- Online portal (Q2 Portal): sign in, go to your plan and click “Cancel Order”, then confirm. The portal notes your service remains active until the end of the current billing period. Superloop help article.
- Email or chat/support ticket: send a written cancellation request including account number, service address and desired end date; keep copies of all messages and any confirmation replies.
- Postal mail: send a signed cancellation letter to the provider’s address (see Address section below) and obtain proof of posting; allow extra time for processing.
- If you subscribed via Apple App Store or Google Play, cancel through Apple/Google following their procedures - those platforms control subscription cancellation and refunds.
- Note the 30‑day notice requirement reported by third‑party sources: provide proper notice to avoid pro‑rata charges or continued billing.
What happens when you cancel
When a cancellation is accepted, your service typically remains active until the end of the current billing period or the agreed cancellation date. If you do not provide the required notice (commonly 30 days per some sources), Superloop may charge a pro‑rata amount or continue billing into the next period. Cancelling through the official portal often cancels auto‑renewal, but some customers report that cancellations submitted via web or email may require follow up to ensure the account is fully closed. Keep a written confirmation and a cancellation reference number.
Will I get a refund?
Superloop does not publish a broad 14‑day, money‑back guarantee in its Canada/global terms; refunds are not generally promised for regular ISP service except in limited cases such as billing errors or where local consumer law applies. Refunds therefore appear to be assessed case‑by‑case by support. If you purchased through the App Store or Google Play, refunds and cancellations are governed by Apple’s and Google’s platform policies.
Superloop plans and pricing
| Plan | Price (CAD) | Notes |
|---|---|---|
| Residential broadband | Varies | Pricing not listed for Canada in provided sources |
| Fibre / Opticomm | Varies | Speed tiers and availability depend on location |
| Mobile / App subscriptions | Varies | Platform purchases follow App Store / Google Play pricing |
Your consumer rights in Canada
Canadian consumers generally have protections under federal and provincial consumer laws and telecom regulations. Reported guidance indicates a CRTC‑related 10‑day cooling‑off period may apply to telecom services, allowing cancellation without penalty in some situations - confirm details directly with the CRTC or provincial consumer protection office. For billing disputes, you can contact your bank to dispute unauthorised charges, file a complaint with the provider’s support, and escalate unresolved matters to the Telecommunications Ombudsman or relevant provincial consumer agency.
Customer experiences
Customer feedback is mixed. Many reviewers praise Superloop staff for being helpful, patient and knowledgeable, and some report speeds meeting or exceeding advertised levels with good latency for gaming. Negative reports commonly mention billing errors (unexpected late fees, confusion about cycles), lengthy or convoluted cancellation processes (multiple transfers, delays or continued billing after requesting cancellation), and occasional poor handling of hardware returns or incorrect charges. These patterns suggest documenting every interaction and obtaining written confirmation is important.
Documentation checklist
- Account number, service address and registered account holder name
- Recent invoice or billing statement and proof of last payment
- Contract or terms-of-service document (if available)
- Device serial numbers (gateway/modem) and shipping/return tracking
- Copies of emailed cancellation requests, chat transcripts and confirmation numbers
- Preferred contact details and bank/credit card information used for payment (for any dispute)
Common mistakes
Customers often make avoidable errors such as not giving the required notice (leading to pro‑rata or extra charges), canceling via a channel that doesn’t fully close the account (for example, sending an informal email without follow‑up), failing to obtain written confirmation or a reference number, and neglecting to return provider hardware or to keep postage proof - which can result in billing for equipment. Also, platform purchases (App Store/Google Play) must be cancelled through those platforms; attempting to cancel with Superloop directly for those subscriptions may not stop the recurring platform charge.
Comparative recap
| Method | Refund | Difficulty |
|---|---|---|
| Phone | Possible case‑by‑case (support assessed) | Easy - fastest confirmation |
| Portal (Q2) | Cancels auto‑renewal; refund depends on case | Medium - may require follow‑up |
| Email / Chat | Case‑by‑case; keep evidence | Medium - Hard - longer processing, multiple transfers reported |
| App Store / Google Play | Refunds handled by Apple/Google per their policies | Depends - follow platform procedures |
| Postal mail | Case‑by‑case; slower | Hard - slowest, requires proof of posting |
After cancelling
After cancellation, keep the written confirmation and cancellation reference, monitor your bank/credit statements for any unexpected charges, and follow provider instructions to return equipment (retain tracking/receipt). If you disagree with final charges, contact Superloop support first, then your bank or a consumer protection body if the issue is unresolved. Useful links: Superloop help article on cancelling (Cancel auto‑renewal), Apple subscription support (Apple subscription support), and check the CRTC or your provincial consumer protection website for local cancellation / cooling‑off rules.
Address
Level 1, 545 Queen Street, Brisbane QLD 4000, Australia