Applies to: Business customers, strata managers, and all services under a minimum contract term
Overview
When a Pickle service is cancelled before the end of the agreed contract period, specific obligations apply — including potential early termination fees, notice periods, and equipment return requirements. This article explains how early termination works, how fees are calculated, the steps to request an exit, and the circumstances under which fees may be waived.
What Is an Early Termination
An early termination occurs when a Pickle service is cancelled or disconnected before the agreed minimum contract term has ended.
Contract terms vary depending on the service type and agreement in place. The most common minimum terms are:
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12 months
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24 months
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36 months
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48 months
Customers should refer to their service agreement or contact Pickle to confirm the minimum term applicable to each service on their account.
Month-to-month services do not carry an early termination fee. Standard cancellation notice applies — see the notice period section below.
Early Termination Fee (ETF)
If a contracted service is cancelled before the minimum term has expired, an Early Termination Fee (ETF) may apply.
How the ETF is calculated
In most cases, the ETF is calculated as:
- Remaining months on contract multiplied by the Monthly Recurring Charge (MRC)
For example, if a service has a monthly charge of $150 and 8 months remain on the contract, the ETF would be $1,200.
Some agreements specify a fixed ETF — customers should refer to their individual service agreement to confirm the applicable method.
Why an ETF applies
The ETF exists to recover costs Pickle has already committed on behalf of the customer, including:
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Carrier provisioning and activation costs
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Hardware subsidies provided at service commencement
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Infrastructure investment made to deliver the service
Pickle will calculate the applicable ETF and provide written confirmation before any exit is processed. No exit will be finalised without the customer first receiving this confirmation.
How to Request an Early Exit
All early termination requests must be submitted in writing by an authorised contact on the account.
Submission channels:
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Pickle Portal — available 24/7
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Email — [email protected]
Include in the request:
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Account number
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The specific service(s) to be cancelled
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Requested exit date
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Acknowledgement that an ETF may apply
Pickle will calculate the applicable ETF and confirm all details in writing. The exit process will not proceed until written confirmation has been issued.
ETF Waiver Circumstances
Pickle may consider waiving or reducing an ETF in the following circumstances:
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Service delivery failure — Pickle is unable to deliver the service to the agreed specification, such as sustained degradation not resolved within a reasonable timeframe
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Permanent premises closure — the business premises have been permanently closed due to demolition or the business ceasing to trade
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Force majeure — an event has rendered the service permanently unusable
ETF waivers are assessed on a case-by-case basis and are not automatic. Customers who believe their circumstances may qualify should contact Pickle to discuss before submitting a formal exit request.
Notice Period
A notice period applies to all cancellations, including month-to-month services.
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Standard notice period: 30 days, unless the service agreement specifies otherwise
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For contracted services, the notice period begins from the date Pickle confirms the exit request in writing
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Factor the notice period into planning when coordinating exit dates with new providers or internal transitions
Port-Away (Number Porting)
If a telephone number is being ported to a new provider as part of the exit, the port-away process does not automatically cancel the Pickle service.
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A separate written cancellation request must be submitted to Pickle
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Coordinate port timing with the cancellation date to avoid a gap in service or continued billing after the number has transferred
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Pickle recommends discussing port-away timing with the support team before initiating a number port
Service Status During the Notice Period
Once a cancellation request is submitted, the service remains active and billing continues until the notice period has elapsed and disconnection is confirmed by Pickle.
Do not assume a service has been disconnected because a cancellation request has been lodged. Disconnection takes effect only once Pickle has completed the exit process and issued final confirmation.
Hardware and Equipment
Where hardware was provided or subsidised by Pickle under the service agreement, the agreement may include obligations to return the equipment on exit.
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Review the service agreement for hardware return requirements
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Pickle will advise of any return obligations as part of the exit confirmation process
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Unreturned hardware may attract a separate charge in accordance with the service agreement
Key Takeaways
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Early termination applies when a contracted service is cancelled before the minimum term ends
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ETF is typically remaining months × monthly recurring charge — or a fixed amount per the agreement
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Month-to-month services have no ETF but a 30-day notice period still applies
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Exit requests must be submitted in writing by an authorised contact
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Pickle confirms the ETF in writing before processing any exit
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ETF waivers are possible in specific circumstances but are not automatic
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The service remains active and billing during the notice period
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Porting a number does not cancel the Pickle service — a separate cancellation request is required
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Check the service agreement for hardware return obligations
Contact Pickle
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Portal: Pickle Customer Portal — 24/7
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Email: [email protected]
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Phone: 1300 688 588 (business hours)
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After hours: Available for clients with an extended hours agreement
Pickle
Office 12, 7-9 Churchill Ave, Strathfield NSW 2135
This article provides general guidance. Refer to your individual service agreement for terms specific to your account.