- Not 100% satisfied? Here’s how to cancel
- Returning your wireless device
- Billing and refunds
- Not 100% satisfied? Here’s how to cancel
- Billing and refunds
- Returning your rental equipment
30-Day Satisfaction Guarantee for Wireless
- Customers activating postpaid wireless services with Rogers for the first time on or after November 15, 2022 get 30 days to try them out. The 30-Day Satisfaction Guarantee applies to wireless lines for phones, smartwatches and tablets activated at the time of the wireless account creation.
- If you’re not 100% satisfied, we’ll refund eligible fees if you cancel all of your wireless services within the first 30 days. Eligible monthly fees include your wireless plan’s monthly service fee, any monthly add-on fees including Device Protection and your set-up service fee (if applicable).
- The 30-Day Satisfaction Guarantee starts on your activation date. For online and over the phone orders, your 30 days starts from the day your device or SIM card is shipped.
- Existing Rogers wireless customers aren't eligible for the 30-Day Satisfaction Guarantee for any new wireless lines added to your account.
Not 100% satisfied? Here’s how to cancel
If you’d like to cancel your wireless services and get the 30-Day Satisfaction Guarantee, please follow the steps below:
- Contact us within 30 days to cancel and request the 30-Day Satisfaction Guarantee refund. Make sure your wireless service is still active when you contact us. You must cancel all your wireless services in order to take advantage of the 30-Day Satisfaction Guarantee.
- You must return any devices bought from Rogers in complete and original condition (on financing or with a 2-year fixed term). Rogers will cancel any outstanding financing agreement for the returned devices. Returning your device doesn’t automatically cancel your services. Learn more about return conditions.
Returning your wireless device
- If you ordered your device online or over the phone, visit Returning a Wireless phone or accessory for details about returns using the prepaid courier label.
- If you purchased your device in store, return the device to the store where you purchased or picked it up. Bring your original receipt.
- Device returns must be in complete and original condition, including the original packaging.
- Once we receive the device, we’ll cancel any related financing agreement.
- If you fail to return the device within the required timelines, we'll charge your outstanding device financing balance or Early Cancellation Fee, as applicable on your bill.
Billing and refunds
- Once you’ve cancelled all your wireless services, we’ll credit eligible monthly fees and any applicable set-up service fees.
- You're responsible for charges on your account that aren't covered by the 30-Day Satisfaction Guarantee including any one-time fees (other than the set-up service fee), pay-per-use charges such as long distance and roaming or any third-party charges.
- If you receive your first wireless bill before you cancel your wireless services, you're responsible for paying it before the required payment date. If you are left with a credit balance after taking advantage of the 30-Day Satisfaction Guarantee, we'll calculate any applicable refund owing to you.
- You’ll receive a final wireless bill after we cancel your account with your refund or adjustment details. If your final bill results in a credit balance greater than $10.00, we'll automatically mail you a cheque to your billing address (this can take up to 6 weeks). If your account credit balance is less than $10.00, you must contact us to request a cheque for the balance.
- If you still have active Rogers Home services, any credit balance resulting from your use of the 30-Day Satisfaction Guarantee will be applied to your account. If you purchased a device from Rogers and fail to return it within the required timelines, we'll charge your outstanding device financing balance or Early Cancellation Fee, as applicable on your final wireless bill.
30-Day Satisfaction Guarantee for Home
- New customers activating home services with Rogers for the first time on or after November 15 get 30 days to try them out. This 30-Day Satisfaction Guarantee applies to all Ignite and Smart Home Monitoring services.
- If you’re not 100% satisfied, we’ll refund eligible fees if you cancel all of your home services within the first 30 days. Eligible monthly fees include the Ignite Express Setup and Pro-Install fees, if applicable, the monthly service fees for your package or bundle and any a-la-cart channels and/or theme packs.
- The 30-Day Satisfaction Guarantee start date depends on how you got your equipment:
- Professional installation: the day our technician installs your services
- Express Setup delivery by appointment: the day our technician delivers your equipment
- Express Setup delivery by courier: 2 days (48 hours) after your equipment is shipped or the day you install your equipment, whichever is first
- Grab and Go in a store: the day you pick up your equipment
Not 100% satisfied? Here’s how to cancel
If you’d like to cancel your home services and get the 30-Day Satisfaction Guarantee, please follow the steps below:
- Contact us within the first 30 days to cancel and request the 30-Day Satisfaction Guarantee refund. Before you cancel, ensure that all your newly activated home services are still active when you contact us.
- You must cancel all your home services in order to take advantage of the 30-Day Satisfaction Guarantee. Note that returning equipment doesn’t automatically cancel your services and you must still contact us to cancel.
Billing and refunds
- Once you have cancelled all your home services, we’ll credit eligible monthly fees and the Ignite Express Setup and Pro-Install Add-on fee, if applicable. You're responsible for charges on your account that aren't covered by the 30-Day Satisfaction Guarantee including any one-time fees (other than the Ignite Express Set and Pro-Install Add-on fees), pay-per-use charges such as On Demand purchases and long-distance charges, any third-party charges or applicable municipal permit fees.
- If you receive your first home bill before you cancel your home services, you're responsible for paying it before the required payment date. If you are left with a credit balance after taking advantage of the 30-Day Satisfaction Guarantee, we'll calculate any applicable refund owing to you.
- You’ll receive a final home bill after we cancel your account with your refund or adjustment details. If your final bill results in a credit balance greater than $10.00, we'll automatically mail you a cheque to your billing address (this can take up to 6 weeks). If your credit balance is less than $10.00, you must contact us to request a cheque for the balance.
- If you still have active Rogers wireless services, any credit balance resulting from your use of the 30-Day Satisfaction Guarantee will be applied to your account.
Returning your rental equipment
- After your disconnection date, you have 30 days to return the equipment in complete and original condition; otherwise you'll be charged non-returned equipment fees in accordance with the Rogers Terms of Service.
- Visit Returning rental equipment for more details about how to return the equipment using the prepaid Canada Post return label for Ignite Internet (wireline), Ignite Streaming and Ignite TV. If you subscribe to Ignite Wireless Home Internet, a technician will pick up the equipment at your home.
