Cancel Moose Mobile: Step-by-Step Guide

What is Moose Mobile

Overview

Moose Mobile is an Australian mobile service provider offering SIM-only plans and some hardware options. Their public materials focus on competitive pricing and month-to-month plans.

Where they operate

Moose Mobile appears to operate in Australia and lists pricing in Australian dollars (AUD). There is no evidence of an official New Zealand presence.

How to cancel Moose Mobile

Cancellation options

• Call Moose Mobile on (07) 3193 9400 (or +61 7 3193 9400 from overseas).
• Use the 'Contact Us' form on Moose Mobile's website: Moose Mobile contact form.

Step-by-step cancellation

• Check if you are on a month-to-month plan - these can be cancelled at any time with no cancellation fee.
• Decide whether you will port your number. If porting, start the transfer with your new provider while Moose is still active.
• Contact Moose by phone or via the website form and request cancellation or confirm porting details.
• Keep confirmation of the cancellation request or port initiation for your records.

What happens when you cancel

Service access

Once cancellation is processed, your service will end according to Moose Mobile's processing timelines.

If you port your number out, the account will close automatically when the port completes.

Billing, data and renewals

Unused portions of your monthly allowance are forfeited when you cancel mid-cycle.

There are no pro-rata refunds for unused inclusions according to Moose Mobile's published policy.

Will I get a refund?

Standard refund policy

Moose Mobile does not advertise automatic refunds or a statutory 14-day cooling-off period in its public policy documents.

Customers should not expect an automatic refund for change of mind or unused monthly inclusions.

Exceptions and hardware returns

• Hardware (for example NBN routers) may be returned under a change-of-mind policy if returned within 10 days in as-new condition.
• Hardware returns are at the customer's cost and refunds or credits are given at Moose Mobile's discretion: Moose Mobile warranty & returns.

Moose Mobile plans and pricing

Pricing currency

All published prices below are in Australian dollars (AUD). No NZD pricing is publicly listed.

Plan table

Your consumer rights in New Zealand

Key legal protections

New Zealand consumer protections (for example, the Fair Trading Act and Consumer Guarantees Act) apply to goods and services supplied to NZ consumers in many situations.

These laws protect against misleading conduct and faulty goods, and they may provide remedies even if a supplier's posted policy is restrictive.

How this applies to Moose Mobile

• Moose Mobile's public policy does not state a 14-day cooling-off period for New Zealand customers.
• If you believe you were misled about the service or received faulty hardware, NZ consumer law may provide options; seek local advice if needed.

Customer experiences

Positive feedback

• Customers report competitive pricing and good value compared with larger providers.
• Many users find switching to Moose easy, with data rollover and generally stable service in areas with coverage.

Negative feedback

• Some customers report long wait times and poor responsiveness from customer support.
• Complaints include lack of pro‑rata refunds, unexpected plan changes, roaming difficulties, and occasional connectivity or SIM delivery delays.

Documentation checklist

Before you cancel

• Your account details (account number, email on file, phone number).
• Recent invoice or billing date to time cancellation near end of cycle if desired.

When you contact Moose

• Record the date, time and name of any representative you speak with.
• Save confirmation emails, support ticket numbers and any cancellation reference.

Common mistakes

Timing cancellations

Many customers cancel mid‑billing cycle and expect a pro‑rata refund, but Moose forfeits unused monthly inclusions on cancellation.

To avoid losing paid data, consider cancelling close to the end of your billing period or waiting until your cycle renews.

Porting issues

Some users initiate number transfers after service has been disconnected and encounter failure to port.

Always start the port with your new provider while Moose Mobile service is still active to ensure the number moves and the account closes properly.

Comparative recap

At-a-glance comparison

After cancelling

Things to check

• Confirm final account closure and keep any confirmation reference.
• Check that any ported number is active with your new provider and that Moose account is closed automatically.

Helpful links

• How do I cancel my Moose service?
• When can I cancel my Moose service?
• Is there a fee if I cancel my service?
• Moose Mobile warranty & returns policy

Address

Registered address

Moose Mobile, Suite 60, 11/269 Wickham Street, Fortitude Valley QLD 4006, Australia.

Contact phone

Phone: (07) 3193 9400 (or +61 7 3193 9400 from overseas).