Last Updated: August 2026
This Cancellation, Suspension & Reactivation Policy explains the process for cancelling a Zub Connect service, the consequences of non-payment and how suspended services may be reactivated.
This policy applies primarily to recurring and monthly connectivity services provided by Zub Connect.
1. Cancellation Notice
Customers are required to provide one calendar month's notice when cancelling a recurring Zub Connect service.
Cancellation requests must be submitted through an official Zub Connect support channel.
The notice period begins once Zub Connect has received and acknowledged the cancellation request.
Customers remain responsible for all applicable charges during the one-month notice period.
Stopping payment, cancelling an EFT instruction or simply discontinuing use of the service does not constitute a cancellation request.
2. How to Request Cancellation
To request cancellation, customers must contact Zub Connect through the official support channels provided on the website or Customer Portal.
The cancellation request should include sufficient information for Zub Connect to identify the customer's account and affected service.
Zub Connect may request additional verification before processing a cancellation request to protect the customer's account.
Customers should continue making payment for their service until the cancellation process and applicable notice period have been completed.
3. Cancellation Effective Date
A cancellation will take effect after the required one calendar month's notice period, unless otherwise agreed or required by applicable law.
The service may remain active during the notice period, subject to the customer's account remaining in good standing.
Customers remain liable for all charges incurred up to and including the effective cancellation date.
4. Payment Due Date
Payment for monthly services is due on or before the last day of each month.
Customers are responsible for ensuring that payment is made on time to avoid interruption to their service.
Failure to receive an invoice, reminder or other communication does not remove the customer's responsibility to make payment by the due date.
Invoices can be accessed through the Zub Connect Customer Portal and may also be sent to the customer's registered email address.
5. Service Suspension for Non-Payment
Zub Connect may suspend a service where payment has not been received by the applicable due date.
A suspended service may result in the customer being unable to access the relevant connectivity service until the outstanding amount has been paid and the service has been reactivated.
Suspension of a service does not cancel the customer's account or contractual obligations.
Customers remain responsible for any applicable charges incurred during an active notice period or in accordance with the applicable service terms.
6. Reactivation of a Suspended Service
Where a service has been suspended due to non-payment, the customer may request reactivation after the outstanding balance has been settled.
A R45 reactivation fee will apply to reactivate a suspended service.
The reactivation fee is payable in addition to any outstanding service fees or other applicable charges.
Reactivation will only be processed once the required payment has been received and verified by Zub Connect.
Depending on the relevant network provider or service, reactivation may not be immediate.
7. Proof of Payment
Customers making payment via EFT may submit proof of payment by:
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Uploading it through the Zub Connect Customer Portal; or
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Sending it to the relevant Zub Connect email address.
Submitting proof of payment may assist with payment allocation and reactivation. However, proof of payment does not automatically guarantee immediate reactivation.
8. Outstanding Balances
Cancelling a service does not remove the customer's responsibility to settle any outstanding amounts.
Before or after cancellation, customers remain liable for:
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Outstanding monthly service fees
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Charges incurred during the applicable notice period
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Applicable reactivation fees
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Any other valid charges associated with the service or account
Zub Connect reserves the right to withhold certain account actions or services where an account has an outstanding balance, subject to applicable law.
9. Promotional or Special Offers
Services purchased as part of a promotional offer, discounted package or special arrangement may be subject to additional cancellation conditions.
Any specific minimum commitment period, equipment condition or early cancellation terms associated with the offer will be communicated as part of the applicable product or promotion.
Where there is a conflict between this policy and specific promotional terms, the specific promotional terms applicable to that offer may apply.
10. Changes to Services
Zub Connect may modify, replace or discontinue a service where reasonably necessary due to supplier changes, network provider requirements, product discontinuation or operational requirements.
Where a significant change affects an active service, Zub Connect will provide reasonable notice where possible and appropriate.
11. Changes to This Policy
Zub Connect may update this Cancellation, Suspension & Reactivation Policy from time to time.
The latest version will be published on the Zub Connect website.
Contact Zub Connect
For cancellation requests, account queries or service reactivation, please contact Zub Connect through the official support channels available on our website or through the Customer Portal.
By continuing to use a Zub Connect service, you acknowledge and agree to this Cancellation, Suspension & Reactivation Policy.