Contracts, minimum terms and cancellation: what to know first
Open-ended or fixed-term contracts, minimum terms, notice periods, moving house and transfers – how cancelling a TV or IPTV subscription works.
In short
- An open-ended contract is more flexible; a fixed-term contract or one with a minimum term may give you a discount in return.
- Subscribers can usually terminate an open-ended contract without giving a reason, with a short notice period – the exact rule is in the terms and conditions.
- If the provider changes the terms to your disadvantage, the law gives you a right to terminate.
Open-ended or fixed term?
| Contract type | Advantage | What to watch out for |
|---|---|---|
| Open-ended | Flexible, can be terminated at any time | Promotional discounts are often smaller |
| Fixed term / minimum term | Discounted fee or device | If you terminate early, you have to repay the discount |
Under EU rules, the initial commitment period of consumer subscriber contracts may be at most 24 months; some providers use shorter periods. Stream Technology's TV service terms and conditions, for example, allow a fixed term of at most 12 months and offer an open-ended contract first.
How to cancel
- Check the terms and conditionsThey set out the notice period and how to give notice. Stream Technology's summary is on the terms and conditions page.
- Give notice in writingBy e-mail or letter, and keep proof that you sent it.
- Settle the feesTerminating does not release you from paying fees incurred until the contract ends.
- Return any equipmentIf you received a set-top box, for example, from the provider, you must return it in working order when the contract ends.
Moving house and transfers
- Relocation
- For a fixed-location service, when you move, the provider can relocate the connection within its service area. With an app-based service this is not needed – the account works anywhere.
- Transfer
- Changing the subscriber, for example in case of inheritance or change of ownership.
If the provider changes the terms
In certain cases the provider may unilaterally amend its terms and conditions, for example because of a price change or a change in the law, but it must notify you in advance. If the change is to your disadvantage, you can terminate within a set deadline. Details: subscriber rights.
Frequently asked questions
What happens if I cancel during the minimum term?
You usually have to repay the discount you received in return for the minimum term. The exact consequence is set out in the contract or the promotional conditions.
Can I cancel by phone?
That is determined by the terms and conditions. To be safe, give notice in writing in a way you can prove.
Do I have to return the set-top box?
If it belongs to the provider, yes: when the contract ends, you must return it in working, undamaged condition.
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