You can request a cancellation at any time from My Services. Cancellations are only valid once they are logged with us — stopping a debit order does not cancel a service.
1. 30 calendar days' notice
All OnionStacks services are month-to-month and require 30 calendar days' written notice to cancel. Notice given during a month runs to the end of the following month, and that month is billed in full.
2. Billing continues during the notice period
Your service stays active and billable for the full notice period. Monthly fees already debited are not pro-rated or refunded once the month has started.
3. Cancellations must be logged, not stopped at the bank
Reversing a debit order or stopping payment is not a cancellation. Accounts that fall into arrears are suspended and handed over, and the outstanding balance remains due.
4. Early termination of promotional or contract plans
Where a plan was supplied at a promotional rate or on a fixed term, the discount is reversed and any remaining contract instalments become payable on cancellation.
5. SIMs, routers and installed equipment
Prepaid SIM and hardware purchases are non-refundable once activated. Loaned or subsidised equipment must be returned undamaged within 7 days of the service ending, or it is invoiced at replacement value.
6. Number and line retention
Once a cancellation completes, the SIM, MSISDN or line is released back to the network and cannot be recovered. Reconnecting later means a new SIM, new RICA and a new activation.
7. Faults before cancelling
If you are cancelling because of a fault, log a support ticket first. The network is allowed a reasonable period to repair the fault, and unresolved faults may qualify you for a waiver of the notice period.
8. Related policies
Refunds are handled separately under our Refund Policy. General account and service rules are set out in our Terms of Service and Privacy Policy.