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How to Cancel Superloop AU

Cancellation requires contacting Superloop by phone or email with 14 days' notice. You'll receive a pro-rata refund for unused days and must return any equipment via prepaid post.

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Quick Facts

Cancel online?
No — phone/letter required
Pause option?
No
Refund policy
No exit fees. Pro-rata refunds for unused service issued within 10-15 business days of disconnection.
After cancellation
Superloop retains account records for 7 years under Australian tax law and the Privacy Act 1988.

Cancellation Steps

Go directly to Superloop AU cancellation page

  1. Gather your account details

    Find your account number on your latest bill or superloop.com, plus your phone number and service address.

  2. Contact Superloop support

    Call 1300 787 675 (Mon-Fri, 8am-8pm AEDT) or email support@superloop.com with your cancellation request.

  3. Confirm your disconnection date

    Request a specific date and ask for written confirmation of your final bill and any pro-rata refund.

  4. Return equipment and verify disconnection

    Use the prepaid Australia Post label to return your modem, then test your connection after the cancellation date.

Tips & Things to Know

  • Give 14 days' notice to avoid extra charges, even though there are no early termination fees.
  • Coordinate cancellation with your new provider's activation to minimise downtime.
  • Check your final invoice for unexpected charges and keep your equipment return tracking number.

Your Consumer Rights

  • Australian Consumer Law protects your right to cancel and provides statutory service quality guarantees.
  • The Telecommunications Industry Ombudsman (TIO) offers free, independent dispute resolution for unresolved complaints.

Frequently Asked Questions

Can I cancel Superloop without a penalty?
Yes, there are no lock-in contracts or early termination fees. Give 14 days' notice and you may receive a pro-rata refund.
Will I get a refund if I cancel mid-month?
Yes, Superloop calculates a pro-rata refund for unused days, issued within 10-15 business days after disconnection.
What equipment must I return?
Return any modem or router Superloop provided using the prepaid Australia Post label. Keep your tracking number as proof.
How long does disconnection take?
Typically 5-10 business days from your requested cancellation date. Verify by testing your connection.
What if Superloop doesn't disconnect on time?
Contact support immediately. If unresolved, lodge a complaint with the Telecommunications Industry Ombudsman (TIO).

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