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Cancel HEROTEL
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Cancellation service #1 in South Africa
4.9Calculated on 5.6K reviews
I hereby notify you of my decision to terminate the contract relating to the Herotel 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- guarantee the validity of an incorrect or outdated address.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.
Cancellation Herotel: Easy Method
What is Herotel
Overview
Herotel is a South African internet service provider offering fibre and wireless broadband packages for homes and businesses. They provide uncapped and prepaid options, routers and installation services across several regions in South Africa.
Service model
Herotel operates on recurring monthly subscriptions and prepaid voucher products, each governed by their Master Service Terms and a Code of Conduct. Contract terms determine cancellation, refunds and obligations.
How to cancel Herotel
Required notice
Cancellations under Herotel’s Master Service Terms require written notice at least one calendar month before your next billing cycle. The notice must be submitted no later than 5 pm on the last day of the preceding month.
How to submit
- Via Customer Portal: log in to your Herotel account and submit a cancellation request before the deadline.
- By post: send a written termination notice to Herotel’s address (see Address section) and keep proof of postage.
- Keep a timestamped copy of the notice and any portal confirmation for your records.
What happens when you cancel
Access and service
Service will stop at the end of your paid billing period unless specified otherwise in your contract. Ensure you back up any personal data tied to the service before termination.
Charges and equipment
If you are within a minimum service term, termination may attract Early Termination Charges (ETCs). You may also need to return supplied equipment or pay for unreturned/installed devices as required by the contract.
Will I get a refund?
Prepaid vouchers
Prepaid service vouchers auto-expire after their specified validity. There is no cash refund for unused time on prepaid vouchers; unused portions are generally not refundable.
Credit vs cash refund
If you move from prepaid to recurring services, any unutilised portion of a prepaid voucher is not refunded in cash but may be credited to your Herotel account per the Master Service Terms.
The Master Service Terms do not expressly provide a statutory 14‑day cooling‑off cash refund; refunds are typically handled as account credits where allowed.
Herotel plans and pricing
Standard monthly plans
The table below lists standard recurring monthly prices for Herotel fibre plans. These are not promotional rates.
Notes on offers
A prepaid starter pack (14‑day, 20 Mbps/5 Mbps) is available at R199 once‑off. Promotional offers (e.g., Black Friday or 12‑month discounts) may exist separately.
| Plan | Price | Period | Features |
|---|---|---|---|
| Fibre 50 Mbps symmetrical | R499/month | Monthly | Uncapped, symmetrical 50 Mbps download/upload, free installation, month-to-month contract, includes router |
| Fibre 75 Mbps symmetrical | R699/month | Monthly | Uncapped, symmetrical 75 Mbps download/upload |
| Fibre 100 Mbps symmetrical | R849/month | Monthly | Uncapped, symmetrical 100 Mbps download/upload |
| Fibre 200 Mbps symmetrical | R999/month | Monthly | Uncapped, symmetrical 200 Mbps download/upload |
Your consumer rights in South Africa
ICASA Code of Conduct
Herotel subscribes to ICASA’s Code of Conduct and commits to treating consumers fairly, providing courteous service and protecting customer data. You can review their commitments in their Code of Conduct.
Complaints and timeframes
Under the Code, Herotel must acknowledge billing complaints within 3 working days and aim to resolve them within 14 working days. If unresolved, you may escalate the dispute to ICASA’s Complaints and Compliance Committee.
Keep written records of all interactions and escalation attempts when exercising these rights.
Customer experiences
Positive feedback
Some reviews from employee perspectives note that Herotel staff gain experience with advanced networking equipment and training opportunities.
Negative feedback
Public customer reviews commonly report issues such as hard-to-reach support, outages (notably during evenings), installation delays, billing misunderstandings and slow complaint resolution.
When evaluating experiences, consider multiple reports and keep records if you encounter similar problems to support any formal complaints.
Documentation checklist
What to prepare
- Account number and customer ID as shown on your invoice.
- Copy of your signed service agreement or contract.
- Recent invoice(s) and proof(s) of payment if disputing charges.
- Identification (ID or passport) and proof of residential address.
- Router serial number or equipment identifiers if applicable.
Proof and records
- Keep copies of the cancellation notice (portal confirmation or postal receipt).
- Save all email replies, escalation references and final invoices after cancellation.
Common mistakes
Missing the written notice requirement
Many customers assume a phone call is sufficient. Herotel requires written notice via the portal or post and a submission before 5 pm on the last day of the preceding month.
Expecting cash refunds for prepaid vouchers
Prepaid vouchers expire after their validity and are not refunded in cash. Expect a credit only where the Master Service Terms permit.
Other mistakes include not checking whether you are still in a minimum term (which triggers Early Termination Charges), and failing to return equipment or keep proof of cancellation.
Comparative recap
Quick feature comparison
The table below summarises key cancellation and refund points for quick reference.
How to use this table
Use this as a checklist before you cancel: confirm notice timing, check for ETCs, gather documentation and monitor final billing.
| Feature | Herotel | Notes |
|---|---|---|
| Cancellation notice | Written notice 1 calendar month before next billing cycle (submit by 5 pm on last day) | Portal or post required; keep proof |
| Early Termination Charges | 100% of remaining charges for the period + related costs and outstanding instalments | Applies if within a minimum service term |
| Prepaid vouchers | Auto-expire; no cash refund | Unused time may not be refunded; credit possible in some switches |
| Refund method | Account credit (where permitted) | No express statutory 14‑day cash refund in the Master Service Terms |
| Pricing example | Fibre 50 Mbps R499/month; Fibre 200 Mbps R999/month | Standard recurring monthly prices (non-promotional) |
After cancelling
Practical next steps
Keep confirmation of cancellation and any final invoice. Return equipment promptly if required and request an equipment receipt.
Escalation and links
If you have unresolved billing or service disputes, first use Herotel’s published terms and Code of Conduct as reference.
Read the Master Service Terms: Herotel Master Service Terms.
Read the Code of Conduct: Herotel Code of Conduct.
Address
Corporate office (for notices)
Floor 2, Building 2, Summit Place Office Park, 221 Garsfontein Road, Menlyn, Pretoria, Gauteng, 0181, South Africa
How to use this address
Send written cancellation notices by registered post to the address above and retain proof of postage. Use the Customer Portal for faster electronic confirmation where available.