If you’ve decided to cancel your service, here’s what to expect and what happens next.
Understanding Your Cancellation Notice Period
Webafrica uses a calendar month cancellation policy.
This means your service remains active until the end of your notice period, and your service will then be deactivated.
Please note: Cancellation processing, termination, or clawback fees may apply depending on your service and package.
Returning Your Router or Hardware Rental
Some Webafrica services include a free-to-use router or hardware rental while your service is active.
If your service is cancelled, the router must either be returned or it will be billed to your account.
Router Return Rules
- You have 20 days from the date your service is deactivated to return the router.
- The router must be returned in its original condition and packaging, where possible.
- Please include:
- Your full name
- Your Webafrica customer code
- The router, power supply, cables, and manuals should be included.
- Courier costs for returns are for your own account.
- Returns received after the 20 days cannot be accepted.
What Happens if I Don’t Return the Router?
If we do not receive the router within the 20-day return period:
- You will be billed for the router at the original retail value
- The router becomes your property
- The device will no longer be covered or insured by Webafrica
Router Damage, Theft, or Lightning
Free-to-use routers and hardware rentals are supplied for use while your service is active.
If your router is damaged, stolen, or affected by lightning, Webafrica may replace it up to two times during your active service period.
Fibre Cancellation Fees
If you cancel your fibre service, a standard fibre termination fee of R999 applies.
This permanent termination fee applies to all fibre cancellations, regardless of how long your service has been active.
How to Place a Cancellation
You can submit your cancellation request through our WhatsApp support team.
Have your customer details ready to make the process quicker.
Suspended Services and Non-Payment
If your service has been suspended due to non-payment:
- You have 30 days to settle the outstanding amount and restore the service.
- If payment is not made within 30 days, the service may be cancelled.
This will be treated as a standard cancellation, and applicable cancellation, router, and termination fees may still apply.
If you later choose to reconnect, reconnection and administration fees may apply.
Router Return Addresses
Cape Town
Nology Warehouse – Montague Gardens
Unit 2, Garnet Park
6 Drill Avenue
Montague Gardens
Cape Town, 7441
Gauteng
Nology Warehouse – Centurion
Unit 3, Louwlardia Business Park
122 Bavaria Road
Louwlardia
Centurion, 0157