Still waiting on a refund from Superloop? Here's how you can contact them.

Superloop doesn't publish a single, dedicated refund policy page — refund rights sit across its Terms & Conditions, Critical Information Summaries and Complaints Handling Policy. That means most Superloop refunds are not automatic. You generally need to actively request one, and knowing what you're entitled to matters.

You're generally eligible for a Superloop refund when:

• You've overpaid or hold a credit balance — Superloop refunds any amount paid in advance for a service you're cancelling.
• You've been incorrectly charged — for example, billed after porting away to another provider, or charged a cancellation fee on a service that's already ended.
• You've experienced a verified outage or service failure — Superloop has offered partial bill credits in some cases, though customers report these can come in lower than expected.
• You negotiate a waiver on notice-period billing — pro-rata refunds have been granted after direct negotiation or where a customer raised an Australian Consumer Law claim.
• A modem or router never arrived, or arrived faulty and was returned through Superloop's process.

Superloop refunds are typically NOT automatic for:

• Standard cancellations — plans are billed monthly in advance and treated as non-refundable by default unless you specifically ask.
• The 30-day cancellation notice period — Superloop generally keeps billing for up to 30 days after you give notice, even if you've already switched providers, unless you negotiate a waiver.
• Early device commitment exits — cancelling before a 24-month eero Wi-Fi modem commitment ends can trigger a clawback fee (around AU$7 per remaining month), deducted rather than refunded.
• Amounts already used within the current billing period.

There's no self-service "request refund" button in Superloop's customer portal, so you'll need to raise the request directly with the team.

1. Contact Superloop with your request. Reach the team via the contact page, the support hub, phone on 1300 24 4247, or email at support@superloop.com.

2. State clearly that you want a refund, not a general enquiry. Include your account number, the disputed amount, and the reason — overcharge, outage, cancellation, or undelivered/faulty equipment.

3. Ask explicitly for pro-rata treatment if you're cancelling mid-cycle. Customers report better outcomes when they directly request Superloop waive part of the 30-day notice charge, especially if they've already connected with a new provider.

4. Escalate through Superloop's formal complaints process if the first response doesn't resolve it. The Complaints Handling Policy commits to acknowledging complaints and working toward resolution within 30 calendar days.

5. Lodge a complaint with the Telecommunications Industry Ombudsman (TIO) if Superloop hasn't resolved things after a fair chance — usually around 10 business days. Call 1800 062 058 or use the TIO online complaint form. You can also read Ajust's guide on how to lodge a Superloop complaint for the full escalation pathway.

6. Keep records throughout — bill screenshots, cancellation confirmation emails with dates, and reference numbers from every contact strengthen your case if escalation becomes necessary.

• Superloop's stated target: complaints and disputes, including refund requests, are aimed to be resolved within 30 calendar days of receipt under the Complaints Handling Policy.
• Real-world experience: customer reviews on ProductReview.com.au point to waits of 15 days or more for unused-day and cancellation refunds, with some needing further follow-up before the money actually landed.
• Straightforward credit/overpayment refunds tend to move faster once acknowledged.
• Disputed charges, such as contested 30-day notice fees, generally take longer because they typically require escalation before Superloop budges.
• What speeds things up: a written request with a clear account reference, prompt escalation through the formal complaints channel, and citing Australian Consumer Law where a service wasn't delivered.
• What slows things down: informal live-chat-only requests, no cancellation confirmation on file, and disputes over modem or device commitment fees, which Superloop tends to hold firm on.

Superloop generally refunds you using the same method you paid with, rather than offering a choice of payout options.

• Credit/debit card reversal — refunded back to the Visa or Mastercard used for payment.
• Bank account reversal — refunded to the linked account where direct debit or PayTo was used.
• Account credit — applied against future bills where the account stays open, rather than paid out.

Worth checking directly with support: services paid by credit card can incur a 1% transaction fee, and it's not always clear whether that fee is refunded in full alongside the underlying payment. See Superloop's payment options page for how payments are processed.

• The 30-day cancellation notice charge — by far the most cited complaint. Customers who've already switched providers still get billed — and not automatically refunded — for the 30-day notice window. TIO data reportedly showed a sharp rise in Superloop complaints, largely tied to this internet-service notice period.
• Refusal to refund earlier paid bills — customers cancelling a service that was never successfully connected report Superloop will only refund the current billing period, not bills paid earlier while waiting for a connection that never happened.
• Undelivered or lost equipment — at least one case involved a customer denied a modem refund because the order was marked "complete" in Superloop's system despite no tracking number ever being issued.
• Partial outage refunds seen as too low — one customer reported being offered only a 50% refund with 27 days still remaining in the billing month after an outage.
• Being billed after porting away — several reviewers describe cancellation notice charges landing even after their service had already ported to a new provider, with some considering this a breach of telco rules and escalating to the TIO.
• Incorrect arrears notices — some long-term customers reported arrears notices on accounts that were actually in credit, linked to a billing system change.