Cancellation service N°1 in Canada
Contract number:
To the attention of:
Cancellation Department – Telus Smarthome Security
510 W Georgia St, 23rd Floor
V6B 0M3 Vancouver
Subject: Contract Cancellation – Certified Email Notification
Dear Sir or Madam,
I hereby notify you of my decision to terminate contract number relating to the Telus Smarthome Security 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,
17/01/2026
Cancellation Telus Smarthome Security: Easy Method
What is Telus Smarthome Security
Telus Smarthome Security is TELUS’s home security service offering self‑monitored and professionally monitored plans, a mix of cameras and automation devices, and leased proprietary equipment. Plans range from camera‑only self‑monitored options to fully professional monitoring bundles that are often sold with multi‑year term commitments and promotional equipment or credit offers.
The service uses TELUS‑managed monitoring, proprietary hardware, and monthly billing; many plan features and promotional credits are contingent on maintaining service for the stated contract or promotional period.
How to cancel Telus Smarthome Security
- Call TELUS customer service to request cancellation. Common numbers reported by users and third‑party sources include 1‑866‑558‑2273 and SmartHome‑specific lines such as 1‑855‑255‑8828. TELUS does not generally provide a cancellation option in the app or online portal; cancellations are handled by phone or by written notice. Source: customercarecontacts
- Ask for a cancellation confirmation number and the name of the agent; request an email confirmation or written confirmation if available. If you prefer written notice, send a written cancellation by registered mail (see Address section) to ensure delivery confirmation and retain the tracking/receipt.
- Be prepared to pay any outstanding balance or early‑termination charges before cancellation is finalized; confirm the final amount and payment method with the agent and request a final invoice showing the account is closed when paid.
What happens when you cancel
When you cancel, access to the service and cloud features will end according to the date TELUS specifies; professional monitoring will stop once the final billing and any termination fees are processed. Equipment that is leased or remains TELUS property must typically be returned or will be charged as per TELUS’s compensation schedule.
Ongoing billing should cease once cancellation is processed, but third‑party complaint records indicate some customers experienced billing after cancellation or delays in stopping charges. Always obtain and save written confirmation and a final invoice.
Will I get a refund?
TELUS’s publicly available SmartHome terms do not state a universal 14‑day refund right for this service. Refunds depend on the specific promotional terms, contract status, and whether equipment or promotional credits are refundable. Some promotions require maintaining service for a set period (for example, credits tied to activation within 30 days) and may be reversed if you cancel early.
Independent sources note possible short cancellation windows (for example, a 10‑day cooling‑off reference in consumer summaries) or rights tied to non‑delivery of equipment within 30 days; these appear to derive from provincial consumer protection rules rather than an explicit TELUS corporate policy. Verify refund eligibility with TELUS and retain documentation of any promotional terms and dates.
Telus Smarthome Security plans and pricing
| Plan | Price | Period | Features |
|---|---|---|---|
| Smart Camera | C$15.00 | Monthly | Self‑monitored, includes one camera of your choice |
| Smart Automation Plus | C$28.00 | Monthly | Self‑monitored, includes two automation devices and one camera |
| Secure | C$42.00 | Monthly | Professional monitoring, control panel, starter kit (2 door/window sensors + motion sensor) |
| Control + Video | C$55.00 | Monthly | Professional monitoring, control panel, starter kit, three devices, one camera |
| Secure + Video (bundle) | C$45.00 | Monthly | Professional monitoring, bundle discount with mobility, 3‑year term |
| Control + Video (bundle) | C$52.00 | Monthly | Professional monitoring, bundle discount with mobility, 3‑year term |
Your consumer rights in Canada
Canadian consumer protection can provide cooling‑off rights or remedies for misrepresented or delayed goods and services, but these rights vary by province and by the specific circumstances of the sale. TELUS’s own SmartHome terms do not clearly promise a uniform provincial cooling‑off period; customers should check provincial laws (for example, British Columbia, Ontario, Quebec) or consult a consumer protection office for the applicable rules in their province.
Promotional credits, equipment discounts, or waived fees are often conditional on retaining service for the promotional period; cancelling early can result in forfeiture or retroactive charges. If you believe you have been charged unfairly or TELUS has not complied with its terms, you can escalate with TELUS customer care, file a complaint with your provincial consumer protection office, or file a complaint with the BBB. TELUS terms and complaint records such as those on the BBB can provide additional background.
Customer experiences
Reports are mixed. Some customers report the system functions well and provides the features they expected. However, many independent review sites and complaint records describe difficulties with long hold times, unhelpful support, equipment delays or failures to deliver, billing errors, and high early termination costs. Several customers report persistent problems getting cancellation processed promptly or receiving refunds in a timely manner.
These experiences suggest preparing complete documentation and persistence when cancelling: request written confirmation, take notes of agent names and times, and consider registered mail if you want formal proof of a written cancellation request.
Documentation checklist
- Account number and registered account name
- Copy of the signed contract (showing term length and any promotional conditions)
- Date(s) of activation, installation, and any promotional credit terms
- Equipment serial numbers and proof of purchase/lease paperwork
- Recent billing statements and a record of disputed charges (if any)
- Notes of phone calls (date, time, agent name, confirmation number)
- Tracking information/receipt if you return equipment by mail (registered mail recommended)
Common mistakes
Assuming cancellation can be completed online or in the app is a frequent mistake - independent sources indicate TELUS typically requires a phone call or written notice. Another common error is not verifying contract term lengths and promotional conditions: many plans sold with credits or equipment discounts require you to keep service for a set period and early cancellation can trigger retroactive charges.
Failing to obtain written confirmation or a cancellation number is risky. Customers who rely only on a verbal promise have reported ongoing billing disputes. Also, not returning leased equipment or not keeping proof of return can lead to equipment charges. To avoid these pitfalls, get written confirmation, pay any agreed final balance, and retain tracking and receipts for returns.
Comparative recap
| Method | Refund | Difficulty |
|---|---|---|
| Phone (recommended first step) | Possible depending on contract status and promotions; check final invoice | High - long hold times and retention efforts commonly reported |
| Registered mail (written notice; raccomandata A/R) | Proof of notice improves dispute position; refund depends on contract and promo terms | Medium - slower processing but provides documented proof of delivery |
| Online / App | Not generally available for cancellation | Impossible - TELUS typically does not process cancellations via app/portal |
After cancelling
After you cancel, confirm the account closure in writing and keep the final invoice showing the account has zero balance. If equipment must be returned, send it by registered mail and retain the tracking receipt. If you do not receive the promised refund or final bill, escalate with TELUS customer care and consider filing a complaint with provincial consumer protection or the BBB.
Helpful links and resources: TELUS SmartHome terms and conditions - Telus SmartHome terms; third‑party reporting and cancellation guidance - customer care contacts guide; consumer review and complaint records - Trustpilot, HomeStars, and BBB complaints.
Address
TELUS Communications, Inc.
510 W Georgia St, 23rd Floor
Vancouver, BC V6B 0M3
Canada