Some contracts cannot be cancelled through the standard cancellation process during the first 12 months. However, an early cancellation may be considered as an exception in certain circumstances.
The proof required for a Year 1 cancellation exception depends on the terms of your contract and your 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 confirming that the business is no longer operating.
Serious Long-Term Illness or Inability to Operate
If you are requesting an exception because a serious long-term illness or another circumstance prevents you from continuing to operate your business, we may ask you to provide supporting evidence.
Only provide the information necessary for us 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 supporting documentation does not automatically mean that your contract will be cancelled.
Your request and evidence will first be reviewed. Depending on the circumstances and the terms of your contract, the outcome may include:
- Keeping the contract active.
- Offering another appropriate solution.
- Approving an early termination.
We will confirm the outcome once the review has been completed.
Contact us using the email address linked to your account when submitting an exception request.