Cancellation Adt: Easy Method

What is Adt

Overview

Adt (ADT South Africa / Fidelity ADT) is a security company that offers monitored alarm systems, armed response, vehicle tracking and CCTV monitoring for homes and businesses.

The service is subscription-based and can include rented hardware, installation and ongoing monitoring with emergency response.

Services included

Typical services include alarm monitoring, armed response, CCTV monitoring and vehicle-tracking plans under the SecureDrive range.

Contract terms, hardware ownership and monitoring features vary by plan and are set out in your agreement with Adt.

How to cancel Adt

Step-by-step cancellation

• Prepare a written cancellation including your full name, account number, ID number, physical address, preferred cancellation date and a short reason for cancelling.
• Send the written cancellation by email only - Adt requires written notice via the regional customer-care emails: inland to [email protected] or coastal to [email protected].
• Request written confirmation of receipt and a final billing statement from Adt, and keep copies of all emails and responses as proof.

Important cancellation notes

• Do not rely on verbal cancellation or the website; Adt’s FAQ states email is required for cancellations.
• If you signed within the cooling-off window, follow the cooling-off guidance (see the Consumer Rights section) and ask specifically for a refund.

What happens when you cancel

Service access and monitoring

Once cancellation is processed, monitoring and armed response will stop on the agreed termination date unless a different arrangement is confirmed in writing.

Make sure you understand the exact stop date and obtain confirmation so you are not charged for service after that date.

Contract, hardware and data

If you have rented hardware, equipment is generally the supplier’s property - confirm any return, collection or disconnection process with Adt in writing.

Ask Adt how they handle any personal data after termination and request a final invoice showing any outstanding or refunded amounts.

Will I get a refund?

Cooling-off period (7 days)

Under South African electronic-communications rules, consumers have a 7-day cooling-off right for certain agreements; if you cancel within this period you may be entitled to a full refund.

The law requires refunds to be paid within 30 days when the cooling-off right applies; cite this right when you request your refund. See the Electronic Communications guidance for details: Electronic Communications - cooling-off period.

Early termination fees and Consumer Protection Act

For fixed-term contracts, the Consumer Protection Act allows cancellation with 20 business days written notice; suppliers may charge a reasonable cancellation fee, not the total remaining contract value.

If charged a large or disproportionate termination fee, request a written breakdown and refer to your rights under the Consumer Protection Act.

Adt plans and pricing

Available plans

Notes on pricing

CCTV hardware and monitoring prices vary: DVR kits commonly start around R4,999 - R5,999 (incl. setup & cameras).

Monitoring costs for CCTV and residential armed response vary; residential monitoring often ranges between R300 - R800 per month and installation hardware averages around R2,000.

Your consumer rights in South Africa

Electronic Communications and Transactions Act

The Electronic Communications and Transactions Act provides a 7‑day cooling-off right for certain service agreements, allowing cancellation and a full refund if exercised correctly.

Refer to the official guidance here: Cooling-off period.

Consumer Protection Act (Section 14)

The Consumer Protection Act permits cancellation of a fixed‑term agreement with 20 business days’ written notice; suppliers may charge only a reasonable early‑termination fee.

If you believe a fee is unreasonable, request a written fee calculation and consider seeking advice from a consumer rights organisation or legal counsel.

Customer experiences

Positive reports

Some customers report long periods of reliable service and consistent monitoring, with satisfied long‑term use in certain cases.

Positive experiences tend to focus on effective armed response when systems and communications operate correctly.

Negative reports

Many users report difficulties cancelling, long hold times, billing after attempted cancellation and poor call‑centre communication in online reviews.

Other common complaints include technical failures (cameras or response not working) and unexpectedly high early‑cancellation charges reported by some customers.

Documentation checklist

Essential documents to prepare

• Copy of your Adt contract and account number.
• Proof of identity (ID or passport) and proof of address.
• Bank statements or proof of payments if disputing charges.

Cancellation paperwork to send and keep

• Written cancellation email sent to [email protected] or [email protected].
• Request and keep the confirmation reply, final invoice and any collection/return instructions for rented equipment.

Common mistakes

Not cancelling in writing

A frequent error is relying on verbal cancellation or asking for cancellation over the phone; Adt requires written email cancellation to the specified regional addresses.

Always send the cancellation email to the correct regional address and request written confirmation to avoid repeated billing.

Missing key information

Leaving out your account number, ID, or a clear cancellation date can delay processing and may result in continued charges.

Also be mindful of the cooling-off period and the 20 business‑day notice rule for fixed‑term contracts where applicable.

Comparative recap

After cancelling

Follow-up actions

Monitor your bank or card statements for any post‑cancellation charges and request a final invoice and written confirmation from Adt showing a zero or final balance.

If you rented equipment, confirm collection or return instructions in writing and keep records of any handover.

Helpful links

Adt’s official cancellation guidance and service FAQs: Adt - Services FAQ.

Cooling‑off guidance under electronic‑communications law: Electronic Communications - cooling-off period.

Address

Branch address

Garsfontein - Pretoria branch: 640 Vercueil Street, Eastdale Pavilion, Garsfontein, Pretoria, 0042, South Africa.

Contact note

Although branch addresses exist for local offices, Adt’s FAQ states cancellations must be submitted by the regional cancellation emails; use the emails above rather than posting documents to the branch.