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Cancel EXETEL
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Cancellation service #1 in New Zealand
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I hereby notify you of my decision to terminate the contract relating to the Exetel 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 period.
Please take all necessary measures to:
– cease all billing from the effective date of cancellation;
– confirm in writing the proper processing of this request;
– and, if applicable, send me the final statement or balance confirmation.
This cancellation is addressed to you by certified e-mail. The sending, timestamping and content integrity are established, making it a probative document meeting electronic proof requirements. You therefore have all the necessary elements to proceed with regular processing of this cancellation, in accordance with applicable principles regarding written notification and contractual freedom.
In accordance with personal data protection rules, I also request:
– deletion of all my data not necessary for your legal or accounting obligations;
– closure of any associated personal account;
– and confirmation of actual data deletion according to applicable privacy rights.
I retain a complete copy of this notification as well as proof of sending.
Important warning regarding service limitations
In the interest of transparency and prevention, it is essential to recall the inherent limitations of any dematerialized sending service, even when timestamped, tracked and certified. Guarantees relate to sending and technical proof, but never to the recipient's behavior, diligence or decisions.
Please note, Postclic cannot:
- guarantee that the recipient receives, opens or becomes aware of your e-mail.
- guarantee that the recipient processes, accepts or executes your request.
- guarantee the accuracy or completeness of content written by the user.
- guarantee the validity of an incorrect or outdated address.
- prevent the recipient from contesting the legal scope of the mail.
Cancel Exetel: Step-by-Step Process
What is Exetel
Overview
Exetel is an Australian internet service provider offering broadband, mobile and related services to residential and business customers.
It operates primarily in Australia, publishes pricing in Australian dollars, and provides support by phone and live chat.
Services covered
Exetel’s offerings include nbn broadband plans, prepaid mobile plans, and optional extras such as speed or hibernation features.
Although based in Australia, New Zealand customers who use or consider Exetel should note the provider’s Australian terms and contact options.
How to cancel Exetel
Methods to cancel
- Phone: call Exetel on 13 39 38 to request cancellation with an agent.
- Live chat: use Exetel’s live chat support to submit a cancellation request.
- Postal: you can send a signed cancellation letter to the formal postal address (see Address section).
Step-by-step cancellation
- Gather your account number, registered name, and contact details before calling or chatting.
- Tell the agent you wish to cancel and confirm the cancellation date and 30‑day notice requirement.
- Ask for a reference number or confirmation message and request a final bill estimate for the notice period.
- If you prefer written evidence, send a signed cancellation letter to the postal address and keep proof of posting.
- For context and guides, see an independent cancellation summary: Ajust - Exetel cancellations.
What happens when you cancel
Billing and notice period
All Exetel plans - month‑to‑month and fixed‑term - require a 30‑day notice period to cancel.
If you do not provide 30 days’ notice, Exetel typically charges an extra month “in lieu” of notice; expect a final bill covering that period.
Service access and data
Service usually continues during the 30‑day notice period and then terminates at the end of that period unless otherwise agreed.
There is no pro‑rata credit for unused days if you cancel mid‑billing cycle; you will be charged for the full billing cycle.
Will I get a refund?
Refund policy
Refunds are issued only in specific cases such as overpayment, billing errors, prepaid charges beyond cancellation, service outages, or erroneous activation fees.
Exetel does not refund unused days within a billing cycle (no pro‑rata), unused promotional credits, or hardware outside trial periods.
Timeframes and exceptions
- Refunds are returned via the original payment method, or as an EFT/account credit where applicable.
- Credit card refunds typically take about 5 - 7 business days; EFT refunds ~5 - 10 business days.
- Exetel may, at its discretion, waive the 30‑day notice requirement in special circumstances (for example, moving overseas); this appears discretionary and not guaranteed.
- Independent refund summary: Ajust - Exetel refunds.
Exetel plans and pricing
Current sample plans
Below are representative Exetel plans and published Australian prices. Exetel lists pricing in AUD.
Check Exetel’s site or your sales documents for plan availability and any promotional changes.
Currency note
No specific New Zealand dollar prices are published by Exetel; all official prices are shown in Australian dollars.
If you are in New Zealand, compare AUD pricing and consider any bank fees or currency conversion when paying from NZ accounts.
| Plan | Price (AUD) | Period | Features |
|---|---|---|---|
| The One (nbn broadband) | AUD $80.00 | Monthly | Unlimited data, 500/50 Mbps, Warp Speed and Hibernate options |
| Plus One Pre‑Paid 5G Mobile Plan | AUD $40.00 | 30‑day recharge | 100 GB data, eSIM, unlimited domestic calls/texts, data banking |
Your consumer rights in New Zealand
Unfair contract terms
New Zealand consumer law prohibits unfair contract terms and provides protections similar to the Australian Consumer Law (ACL).
Clauses that unreasonably disadvantage consumers - such as unilateral variation or hidden penalties - can be declared void.
Escalation and remedies
- You can seek remedies if services are misrepresented, not provided, or if cancellations are mishandled.
- For cross‑border issues or unresolved disputes, consider contacting the New Zealand Commerce Commission or local dispute tribunals.
- Australian precedents: the ACCC investigated Exetel and secured compensation for affected customers; see ACCC media release.
Customer experiences
Positive feedback
Many customers praise Exetel support staff as helpful, patient, and knowledgeable, and report reliable internet performance with plan speeds met or exceeded.
Independent review summaries note these strengths; see user reviews for examples.
Common complaints
Recurring issues include the 30‑day cancellation charge being poorly communicated, leading to unexpected extra charges despite “no lock‑in” claims.
Other frequent complaints cite slow responses, difficulty reaching live agents, billing inconsistencies, and mixed handling of refunds or cancellations.
Documentation checklist
What to have ready
- Account number and the account holder’s full name as shown on the account.
- Registered contact phone number and email address.
- Your reason for cancellation and any supporting documents (e.g., proof of relocation overseas).
- Copies or screenshots of recent bills, payment receipts, and prior cancellation correspondence.
Where to send or present documents
- Provide documentation via live chat or during the phone call when requested by the agent.
- For postal cancellations, include a signed letter with your account details and keep proof of posting.
- Refer to the contact and cancellation guides for up‑to‑date addresses: Ajust - Exetel cancellations.
Common mistakes
Not giving 30‑day notice
Many customers assume immediate cancellation or pro‑rata refunds; failing to give 30 days’ notice often results in an extra month’s charge.
Always confirm the effective cancellation date and ask for written confirmation to avoid surprise charges.
Assuming automatic refunds or easy escalation
Customers sometimes assume unused days will be credited automatically - Exetel’s policy generally does not provide pro‑rata refunds.
If you expect an exception (for example, due to outage or relocation), provide supporting evidence and request escalation in writing.
Comparative recap
Quick comparison
| Feature | Exetel (for NZ customers using Exetel services) |
|---|---|
| Notice period | 30 days required; charge one month in lieu if not given |
| Pro‑rata refunds | No pro‑rata refunds for unused days within billing cycle |
| Ways to cancel | Phone (13 39 38), live chat, or postal letter |
| Refunds available | Only for overpayment, billing errors, prepayments beyond cancellation, outages, or activation errors |
Takeaway
Plan ahead for the 30‑day notice, keep records of your cancellation, and check refund eligibility before you cancel.
If you run into problems, escalate with written evidence and consider external dispute options listed below.
After cancelling
What to expect next
After cancellation is processed you should receive a confirmation and a final bill covering the 30‑day notice period and any additional charges.
Monitor your bank or card for refunds or final charges and keep the confirmation reference for at least one billing cycle.
Useful links and escalation
- Independent guides: Ajust - Exetel cancellations and Ajust - Exetel refunds.
- If unresolved, Australian Ombudsman: Telecommunications Industry Ombudsman (TIO).
- For New Zealand consumers: New Zealand Commerce Commission and local dispute tribunals.
- ACCC action summary (for precedent and context): ACCC media release.
Address
Postal address for formal notices
Send formal, signed cancellation letters to Exetel’s postal address:
Level 9, 12 Shelley Street, Sydney, NSW 2000
Alternative contacts
For complaints or additional corporate correspondence, use the contact details listed on Exetel’s official contact page or independent contact guides.
See an independent contact summary: Ajust - Exetel cancellations.