what is your cancellation policy?

All MATE plans (internet and mobile) are month-to-month services with no contracts and are billed on a recurring monthly basis until you notify us that you wish to cancel.

To cancel your MATE account/service(s), you must contact us during our support operating hours (Mon to Fri 8:30 AM to 7:00 PM Nationwide, Sat & Sun 9:00 AM to 5:00 PM Nationwide) by:

1. Phoning us on 13 14 13;
2. Visiting our support page and selecting the “chat to us” box, then asking Grace if you can speak to a Live Agent, who can help cancel your service over live chat.

This is because we must follow legislated rules to authenticate your identity and protect our customers from fraud and identity theft. You can find more information about this process here.

We do not require notice in advance to cancel an account, however, we offer no pro-rata refunds or credits if you cancel your account during your billing period.

Your bill cycle date is the day your invoice is generated each month. If your service is active on this date then you will need to pay the full month plan fee. To avoid this, you will need to cancel before the start of your next bill cycle date.