Have you heard about the Telstra cooling off period? Wondering whether it applies to you?
So, Telstra’s cooling-off period works a bit weirdly and does not apply to most purchases and services that they provide.
The cooling-off period protects the customer only from unsolicited contracts, which applies only when Telstra contacts you to sell you a service and not vice versa.
Telstra’s cooling-off period is 10 days long after an unwanted service has been added to your billing, during which you can cancel it without expenses. The cool-off period only applies to unsolicited contracts and not requests.
This may sound a bit odd it is, so keep reading to learn more!
Telstra Cooling Off Period – Explained
To be as concise as possible, Telstra says, “If we contact you and sell you a service,” only then a cooling-off period will be activated.
Thus, if you call Telstra and request any service by yourself, this ultimately means that your purchase will not be eligible for the cooling-off period.
For example, the cooling-off period is specifically helpful for elderly people who receive calls from Telstra representatives for different offers.
Sometimes, they may accept a device, service, or an offer they don’t fully understand, which will increase their monthly bill, sometimes boldly.
This is where the cooling-off period applies—said simply, accepting a service without knowing.
How Long is the Telstra Cooling-Off Period?
Telstra’s cooling-off period is 10 days long, starting at the moment of the unsolicited deal, contract, offer, or signing document.
During these 10 days, you can contact Telstra and request a refund or drawback of the recently acquired service, contract, or device.
However, after the 10-day cooling-off period, you will no longer be able to revert the changes to your subscription and to cancel it, you’ll pay all the fees.
When Does Telstra’s Cooling-Off Period Apply?
To clarify Telstra’s cool-off period, we have some examples that will show you whether the cooling period applies.
Here is a list of scenarios in which Telstra provides a grace period:
So, if you’ve received a service, contract, or device you disapprove of, or it’s not what you expected, you can benefit from the cool-off period.
In those cases, you may get a complete refund of your contract, device, or anything that you’ve already paid for or has been added.
Important: This only applies to phone contracting!
When Telstra’s Cooling-Off Period Does Not Apply?
There are many situations in which Telstra’s cooling-off period does not apply.
In fact, in most cases, you can’t benefit from the cooling-off period, but let’s try to unwrap suitable situations.
- When you call to request a contract over the phone.
- When you visit a store and sign up for any contract.
- If they call with an offer, but you get a different one.
- If you’ve left them an email with your requests.
Put simply, if you’ve visited a store to get a device, contract, or anything else, the cooling-off period does not apply.
The same goes if you’ve visited a store and accepted their offer at the site, which instantly means that you’ll not benefit from the Telstra grace (cooling-off) period.
How to Claim a Refund via Cooling-Off Period?
Typically, newly signed contracts are not being charged immediately.
The bill usually comes with the following payment, which is way after the cooling-off period has ended.
So, here we speak more about cancellations than refunds, which is enough to get you out of future payments.
If you’re eligible for Telstra’s cooling-off period, you can cancel the contract for any reason within 10 days.
The cool-off period starts when you receive a written copy of the contract after accepting the offer over the phone or immediately after the deal has been closed in person.
To claim your cancellation/refund, it’s enough to call Telstra and let them know you don’t want the recently activated contract to continue.
Even if they ask you why, you can say anything you want or even say nothing…
What Are Telstra’s Early Termination Charges?
So, if you’re not eligible for Telstra’s 10-day cooling-off period, you’ll have to pay some of the additional fees that come with early termination.
Those include payments for a device, any accessories, and everything else concerning the early termination of your Telstra contract.
To check which fees apply to you, go to My Telstra Contract for a quick check for any fees associated with cancelling a service or account.
What is Telstra’s Satisfaction Guarantee?
If you’re wondering whether there is a Telstra broadband cooling off period, there is something called a “Satisfaction Guarantee.”
This means that if you’re not happy with your home internet, you can cancel the service, and you’ll get a refund for the first payment and hardware costs.
You’re only eligible for the satisfaction guarantee if you’re a new Telstra customer!
You’re not an eligible customer for the satisfaction guarantee if:
- If you’re a Belong home broadband customer.
- If you disconnect your services without calling.
- If you already own a Telstra home broadband.
If you’re an eligible customer for the satisfaction guarantee program, you can cancel a service and get a refund by messaging Telstra or calling them at 13 22 00.
Then, they will refund your first payment, and you won’t be required to return any hardware that has been provided as a part of your plan.
Note: Maximum one claim per person and per year!
When Should You Argue?
Some very delicate situations concerning the Telstra cooling off period mobile, may be worth arguing about.
Sometimes, sales representatives take advantage of elderly people with offers they don’t fully understand, and if you feel that something like this occurred, it’s worth the while.
However, it’s not guaranteed what the response from Telstra will be and whether you will get any refund, especially if the cooling-off period does not apply to your situation.
If you’re not eligible for the cooling-off period, Telstra is in its complete rights to deny your request and disapprove it.
However, what you’ll be looking for is understanding…
For example, if your grandparents, say your granny, purchase a device from Telstra by going into the store.
In that case, the cooling-off period is not active, which means that what is done is done, and Telstra is not responsible.
However, your grandmother can’t hear the dial tone, doesn’t see the screen (too small font), or anything else related to human disability can be argued about.
Maybe you’ll not receive a full refund. Instead, they may replace the device under the same contract or at least something in your favour.
Hence, the Telstra cooling off period starts when you get a written copy of the unsolicited contract, which you can cancel within 10 days for free.
The Telstra cooling-off period only applies to phone contracting or offers accepted in person.
We hope this guide answers your questions, so follow us for more!
Finn Wheatley holds a Master’s Degree in Computer Science from UCL, London. He helped small data science consultancy firms, helping large corporations to grow their data capabilities, deploy advanced machine learning-based analytics and troubleshoot tech-related issues. Check out more about him here.