Some contracts cannot be cancelled through the standard cancellation process during the first 12 months.
In specific circumstances, an early cancellation may be considered as an exception. The applicable rules and evidence requirements depend on your contract and market.
Business closure
If your business has permanently stopped operating, you may be asked to provide documentation confirming the closure.
Examples include:
- An official business closure certificate.
- Bankruptcy documentation.
- Other reliable official evidence showing that the business is no longer operating.
Serious long-term illness or inability to operate
If you are requesting an exception because you are unable to continue operating due to a serious long-term illness or another situation that makes it impossible to continue operating, we may request evidence supporting your request.
Only provide the information necessary to assess your request. You do not need to provide unnecessary medical details.
Medical-document requirements can vary by market and may be subject to specific privacy requirements.
What happens after I submit the evidence?
Providing documentation does not automatically mean that your contract will be cancelled.
Your request and supporting evidence must first be reviewed. The outcome may include:
- Keeping the contract active.
- Offering another appropriate solution.
- Approving an early termination.
We will confirm the outcome after the review has been completed.
Contact us using the email address linked to your account when submitting an exception request.