How can we help?
Can I cancel my account? What is involved?
We will be sad to see you go! We understand that sometimes our customers move overseas or their situation changes, so of course it’s possible to cancel your account, even though we love having you with us!
Things to take note of:
- You must notify us of your cancellation, either by phone or by sending us an email.
- The main account holder must get in contact with us to cancel the account. If this is not possible you may provide us with additional documentation (i.e. Power of attorney or death certificate) so we may proceed with the cancellation.
- There is a 30 day cancellation period that applies when you terminate your account. You will continue to be charged during this 30 day period.
- If you are cancelling before the end of your contract term, an early termination fee will apply as stipulated in your initial agreement either with the Sales/Move House Team or as part of the online signup process.
- You are required to return your Orcon rental modem. In the case you are unable to return the modem, you will be liable to a modem non-return fee. Please call or email us to arrange a return courier bag.
Frequently asked questions
When your contract expires you will not need to pay an early termination fee for the cancellation of your account. The 30 day notice period will apply.Your services will continue to work and nothing will change in terms of the services you receive from Orcon unless this is requested.
If you decide to terminate your service which is still in contract you will be charged the early termination fee. Your termination fee is specific to the services you agreed to upon sign up.If you do need to end your services within your contract term please get in touch with us to discuss fees will be incurred before you proceed.
Although your new provider may request to take over the services we would always advise you contact us to ensure the request had been received and the cancellation request has been placed on your account.The 30 days notice will apply from the date we receive notice of transfer from your new provider.
When you first sign up with Orcon we may provide you with a free rental modem to help with getting your services up and running.
If you decide to leave us and cancel your services, the rental modem that was provided will need to be returned.
How do I return the modem?
A pre-paid return bag will be delivered to the address in which you had active services, and should arrive within 2 – 5 business days from the cancellation date.
Once you have received this, place the modem and cables in the bag and drop it off at your local post office (or organise for a courier to pick it up).
Can I change the delivery address?
If you would like to change the delivery address of the pre-paid return bag, simply email us with the desired address via our contact form on our website.
What if I am unable to return the modem?
If the modem is not returned, there will be a modem non-return fee of $100.00.Your last invoice
Your final bill will be generated on the closest billing date following the 30 day cancellation period.
Our billing dates are on the 2nd, 7th, 12th, 17th, 22nd or 27th of each month.
As per Orcon's Terms & Conditions, which were agreed upon during sign-up with our Sales/Move House Team or online, a 30 day notice period is required when requesting a cancellation. This means if you request a same-day cancellation, the 30 days will apply from that date.
Your final bill will only be generated after you notice period is complete and the account is officially cancelled. This may mean that you will receive an invoice that covers services past your cancellation date but this will be re-rated once your final invoice is released.
If you are under contract an early termination fee will be applied on your final invoice.
Depending on your plan, contract and usage in your final month, there will be a bunch of different items on your invoice. You can expect the following:
As you pay for your base charge in advance, you will receive a credit back for the difference between the services paid for and the end of your 30 day cancellation period.
i.e if you submit a same day cancellation for the 10th of March, your 30 day cancellation period ends on the 9th of April. On the 23rd of March you will have been charged for your April usage, so you will receive a credit for the 10th to the 22nd of April.
No part month credit will be offered for mobile services and upon request of cancellation they will be charged until the end of your upcoming roll over date.
If you are cancelling before the end of your contract, your final bill will contain an early termination fee. If you are unsure if you are still in contract or what your termination fee is please get in touch with us.
If you have made any toll calls, these will be detailed on your final invoice.
Again, if you have any questions, please contact us at https://www.orcon.net.nz/contact and we’ll be happy to help.
Still have questions?