Still waiting on a

Foxtel

refund?

Foxtel’s refund rules depend on the type of subscription you have, but the key takeaway is simple: no pro-rata refunds once a billing period has started.

If you’re a Foxtel residential TV customer or using Foxtel Now (streaming), you can cancel anytime — but your service stays active until the end of your paid month, and no partial-month refunds are issued. To avoid paying for an extra month, time your cancellation just before your next billing date.

For contracted customers, cancelling early can trigger an Early Termination Fee (ETF) (up to $300, depending on how far into your contract you are). You won’t be refunded any monthly fees you’ve already paid, and the ETF isn’t refundable.

If you experience a major service failure — for example, ongoing outages, no access to paid channels, or failure to deliver a pay-per-view event — you have rights under Australian Consumer Law to a remedy. Foxtel may offer a credit or refund for the affected period if you push for it, though in practice they often issue credits or free months rather than cash refunds.

Installation or equipment fees are non-refundable once service is installed, unless the fault is on Foxtel’s side. If you paid a deposit for your Foxtel iQ box or accessories, you’ll get that refunded when you return the equipment in good condition. Always return any Foxtel gear promptly to avoid non-return fees.

In summary: Foxtel won’t refund unused days mid-month or setup fees, but they’ll refund or credit you if there’s a genuine service failure, outage, or overcharge - or when you return equipment deposits.

1. Cancel Your Service
   Refunds can only be processed after cancellation and final billing.
   
   
   • To cancel Foxtel (satellite/cable), call 1300 657 346 during business hours.
     
     
   • To cancel Foxtel Now, sign in to your Foxtel Now account and cancel under Manage Subscription.

Always request email confirmation of your cancellation.

1. Return Equipment (if applicable)
   If you have a Foxtel iQ box or other hardware, return it within 14 days to avoid non-return fees.
   Foxtel will send a reply-paid return pack or direct you to drop it off at an Australia Post location. Keep the tracking receipt as proof of return.
   
   
2. Review Your Final Bill
   Foxtel will issue your final bill at the end of your billing cycle.
   
   
   • Check for any early termination fee or equipment charge.
     
     
   • If the balance shows as negative, Foxtel owes you that amount as a refund.
     
     
3. Request the Refund
   Contact Foxtel via Live Chat on their website or call the support line.
   Ask the agent to refund your account credit to your original payment method. While some refunds are issued automatically, calling ensures it’s actioned promptly.
   
   
4. Get Confirmation & Track It
   Request a reference number or confirmation email. Mark down the date Foxtel advises the refund will process. If the refund hasn’t appeared after that timeframe, follow up.
   A simple nudge via chat or phone usually gets it moving again.
   
   

💡 Tip: Always cancel before your next billing cycle, return equipment promptly, and get written confirmation. These three steps prevent nearly every refund headache.

Standard Refund Timeframe:
Once processed, Foxtel refunds usually arrive within 2–4 weeks. Most customers report seeing funds in about 10–14 days after final billing.

Billing Cycle Impact:
Refunds aren’t issued until your final invoice is generated, which happens at the end of your billing period. If you cancel mid-month, your refund (if any) won’t start processing until that period closes.

Payment Method Timing:

• Card or Bank Refunds: Typically visible within 5 business days after processing.
  
  
• Cheque Refunds: May take 2–3 weeks, including postal delivery.
  
  
• Third-Party Billing (Telstra/Optus): If Foxtel is billed through another provider, refunds may go through their system and appear on your Telstra or Optus account, adding an extra billing cycle delay.
  
  

Possible Delays:

• Bundled accounts (e.g. Foxtel via Telstra).
  
  
• Large refunds requiring internal approval.
  
  
• Processing errors or unlogged promises.
  
  

💡 Summary: Expect refunds within 2–4 weeks total from cancellation. If your refund hasn’t appeared after that, contact Foxtel and request the transaction reference so your bank can trace it.

• Credit/Debit Card:
  Refunds are typically sent back to the card used for payment. Expect the credit to appear on your next statement (labeled “FOXTEL”).
  
  
• Electronic Funds Transfer (EFT):
  Used if your card is expired or closed. Foxtel will ask for your BSB and account number to deposit the refund. Processing time: 3–5 business days after approval.
  
  
• Cheque:
  Rare and usually for older or inactive accounts. Foxtel mails it to your registered address. Expect 2–3 weeks including postage.
  
  
• Bundle Billing:
  If your Foxtel subscription is through Telstra or Optus, your refund will appear as a credit on your Telstra/Optus account, not directly from Foxtel.
  
  

💡 Note: Foxtel doesn’t charge refund fees, but they will offset any unpaid charges before releasing the remaining balance.

1. No Pro-Rata Refunds: Many customers are surprised that cancelling mid-cycle doesn’t earn any credit for unused days. Cancel right before your billing date to avoid losing that overlap.
   
   
2. Cancellation Difficulties: Foxtel’s phone-based cancellation process can be slow, leading to extra charges if cancellation isn’t completed before your next billing date. Always get a confirmation reference and check that billing has stopped.
   
   
3. Promised Credits Not Delivered: Some customers report being promised goodwill credits that never appear. Keep a record of the date and agent name, and follow up within one billing cycle if the credit hasn’t been applied.
   
   
4. Equipment Return Errors: Occasionally, returned devices aren’t logged properly, resulting in non-return fees. Always keep your return tracking receipt — Foxtel will remove or refund any wrongful charges once proof is provided.
   
   
5. Slow Processing: While most refunds are timely, occasional delays (up to 6 weeks) happen if systems misfire. Using both phone and chat support can speed up resolution.
   
   
6. Retention Confusion: When cancelling, you may be offered discounts to stay. If you accept, your cancellation is void and refunds aren’t applicable.
   
   

💡 Quick Fix: Stay polite but firm, track your requests, and escalate if needed. Once documented, Foxtel generally honours legitimate refund claims.