How to Cancel
Customers can cancel NovaNet service:
- In the account portal (Account > Cancel Service), or
- By speaking with the Retention team by phone at 1-800-NOVANET.
Support chat agents can start a cancellation request, but the Retention team completes all cancellations. Cancellation cannot be completed by email or in retail stores.
Notice and Timing
No advance notice period is required. However, cancellations take effect at the end of the current billing cycle (the last day of the month). Service remains active and billed until then. NovaNet does not issue prorated refunds for the remainder of a billing month (see Refund and Outage Credit Policy).
Early Termination Fee
- Month-to-month plans: No early termination fee, ever.
- 12-month contract plans: A $120 early termination fee applies if the
contract is cancelled before 12 full months of service. The fee is waived only if:
- The customer moves to an address where NovaNet has no service (proof of address required), or
- NovaNet fails to meet its 80% speed guarantee and Technical Support has been unable to resolve it after at least two escalations.
Support agents cannot waive the early termination fee for any other reason.
After Cancellation
- Rented equipment must be returned within 21 days (see Equipment Returns).
- The final invoice is issued at the normal cycle date and includes any outstanding fees.
- Accounts can be reactivated within 90 days without a new installation fee if service at the same address is resumed.