It is possible to cancel a contract concluded online or by phone with a remote monitoring service provider without paying any fees, within short elapsed time periods, if the merchant has not respected certain commitments.
Concluding a contract online or by phone gives you specific rights. These rights are additional to those presented on the pages about :
- cancellation fees for a fixed length contract with an alarm system discount;
- cancellation fees for a fixed length contract with no alarm system discount;
- cancellation fees for an open-ended contract.
Situations and cancellation time limit
| Situations | Cancellation time limit |
|---|---|
You do not have access to the remote monitoring services :
| at any time, before you get access to the services. |
| within 30 days following the contract signature date |
| 7 days following receipt of a copy of the contract |
| The service provider did not provide all the mandatory information before you entered into an agreement. You realize this when you get access to the services. | 7 days following the start of the services |
How to cancel a contract
To cancel a contract, you must send a cancellation notice to the service provided within set time limits. The notice can be verbal or written. The Office de la protection du consommateur advises you to keep proof of delivery of this notice.
You can, for example, send it by e-mail, by fax, or by registered mail. The cancellation will take effect on the notice’s delivery date. If you have already incurred fees, the merchant must refund you within 15 days after the notice’s delivery.
Chargeback request
Did you use a credit card to make a purchase? If the service provider does not refund you within 15 days following the purchase cancellation, you can file a chargeback request within 60 days. For further information on this topic, please see :
Chargebacks allow you to ask your credit card company to credit the amount paid to your account.
Last update : May 3, 2021
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The information contained on this page is presented in simple terms to make it easier to understand. It does not replace the texts of the laws and regulations.
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