If you have a legitimate reason, you can request early termination of your subscription before the end of your commitment period.
How do I request early termination for a legitimate reason?
- Review the main legitimate reasons listed below and the supporting documents required.
- Contact our customer service here to submit your request, specifying the legitimate reason you are claiming and attaching the corresponding supporting documents.
If your situation is not listed below, please contact our customer service: they will verify if it qualifies as a legitimate reason and will tell you what documents you need to provide.
When submitting your request, please be concise, only provide the requested information, and do not share any confidential information or personal data (e.g., passwords or bank details).
Your request will be reviewed upon receipt of the supporting documents. You will be informed of the decision and the effective date of the termination by email.
What are the legitimate reasons for early termination?
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I have moved
If you have recently moved and have had an annual subscription for more than a year, you can request early termination of your subscription.
You will need to provide proof of address in the name of the account holder for your previous address and another for your current address to confirm the change (documents showing your first and last name, corresponding to the account holder indicated on your subscription).
What documents do I need to submit to cancel my subscription?
Accepted documents:
- Gas, electricity, or water bill
- Telephone bill dated within the last 3 months
- Rental agreement dated within the last 3 months
- Bank or credit institution statement dated within the last 12 months
- Home insurance certificate (provisional certificates are not accepted)
It is important to provide one document showing your old address and another showing your new address.
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My tax household has changed
If you have recently changed your tax household and have had an annual subscription for more than a year, you can request early termination of your subscription.
What documents do I need to submit to cancel my subscription?
You must provide a certificate issued by the French administration, dated within the last year. The name on this certificate must match the name of the account holder for your subscription.
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I cannot access the service
You can request early termination of your subscription if, for a reason beyond your control, you cannot access the service and we have refused to restore your access or have not been able to do so within a reasonable timeframe, or if restoring your access is unduly delayed or causes you significant costs or inconvenience.
What documents do I need to submit to cancel my subscription?
You must provide dated screenshots or photographs showing the error message or malfunction.