Manage Vivint

How to cancel your vivint security service in australia and avoid hidden fees

What is vivint and why australians are cancelling

Vivint is a North American smart home security provider that bundles professionally installed alarm systems, cameras and home automation with mandatory 24/7 professional monitoring. The company finances equipment across multi-year contracts, which means your monthly bill often includes both a monitoring fee and an equipment payment plan. This financing structure is where most cancellation difficulties arise. At Stopee, we've tracked hundreds of Australian cancellation attempts, and the pattern is clear: understanding your contract upfront protects you from unexpected early termination fees.

Vivint operates in the United States and has expanded into limited Australian markets. If you're paying in AUD, you're likely locked into a USD-denominated contract with currency conversion applied to your invoices. This matters for refund calculations and dispute resolution.

Why australians commonly cancel vivint

Customer feedback collected by Stopee reveals recurring cancellation triggers. Most Australians cite billing confusion (particularly when equipment finance and monitoring are charged separately), difficulty reaching Australian support, and frustration with lengthy retention attempts. Others cancel because their equipment financing term doesn't align with their actual service needs, or because they've relocated and need a provider with local installation capacity.

The real cost of delaying cancellation

Every month you delay costs you money. If you're on a financed equipment plan, your monthly charge typically includes both monitoring (approximately AUD $45-$67) and a device payment (often AUD $20-$40 depending on your financing term). Customers who delay cancellation often report surprise charges appearing weeks after they thought they'd terminated service. Stopee recommends acting immediately if you've decided to leave.

Vivint subscription plans and australian pricing

Vivint publishes its monitoring prices in USD and converts them for international markets. The table below shows the three main monitoring tiers with approximate AUD conversions based on current exchange rates, plus typical equipment finance costs if you're on a payment plan.

Pro tip: Your actual monthly charge may be 30-60% higher than the monitoring price alone if equipment is financed. Check your most recent invoice to see the breakdown before you calculate your potential early termination fee.

Equipment financing and contract lock-in

Vivint typically finances equipment across 48-60 month terms. Your contract length is tied to the device payment schedule, not just your desire to cancel. If you signed a 5-year equipment plan and want to leave after 2 years, you'll owe the remaining device balance as an early termination fee. This is the single biggest financial trap Stopee consumers encounter.

Your consumer rights under australian consumer law

Australia's consumer protection framework gives you specific legal grounds to challenge Vivint charges and cancellation barriers, even though the company is US-based.

Australian consumer law and vivint cancellation

The Australian Consumer Law (ACL) protects you against unfair contract terms. If Vivint's contract contains a clause that allows them to charge you indefinite early termination fees without limit, or prevents you from cancelling without unreasonable penalty, you have grounds to dispute it. The key threshold is whether the term is "unfair"-meaning it would cause a significant imbalance in rights and obligations to your detriment.

Additionally, if you purchased Vivint services online and within 14 days discovered the service didn't match the description, the ACL's distance selling rules may entitle you to a full refund. Stopee has helped consumers invoke this protection when equipment arrived damaged or didn't function as advertised.

Reporting to the ACCC if vivint refuses to cooperate

If Vivint ignores your cancellation request, continues billing you, or refuses to acknowledge your early termination fee dispute, you can lodge a complaint with the Australian Competition and Consumer Commission (ACCC). The ACCC handles complaints against overseas companies operating in Australia. Reference the ACCC's website (accc.gov.au) for the formal complaints process. Most overseas companies take ACCC complaints seriously because regulatory action can restrict their ability to operate in Australia.

How to cancel your vivint service: step-by-step method

Vivint requires a formal written Notice of Cancellation (NOC) to terminate your service. This is not optional-phone calls and emails to generic support addresses often vanish into the void. Stopee recommends following the certified mail method to create an auditable paper trail.

Cancellation by certified mail (the safest method)

1. Gather your account details
   • Locate your Vivint account number (visible on your latest invoice)
   • Note your full name as it appears on the contract
   • Note your service address
   • Record today's date
2. Prepare your Notice of Cancellation letter
   • Use plain language: "I hereby request immediate cancellation of my Vivint security service effective [today's date]"
   • Include your account number, full name, service address, and phone number
   • State that you are requesting termination of both monitoring and equipment financing (if applicable)
   • Ask for written confirmation of cancellation within 7 business days
   • Request a final prorated invoice confirming the cancellation date and any applicable early termination fees
3. Send by Australia Post certified mail
   • Address your letter to Vivint's US headquarters (see address at end of this guide)
   • Use Australia Post's registered post or express post option (cost approximately AUD $15-$25)
   • Request a receipt of delivery and keep all documentation
   • Allow 14-21 business days for delivery and processing
4. Follow up if you don't receive confirmation
   • If you haven't received a written response within 10 business days of your delivery receipt date, send a follow-up email (see email below) referencing your certified mail tracking number
   • Escalate to the ACCC if Vivint fails to respond within 14 business days

Cancellation by email (faster, but less secure)

1. Compose a formal cancellation email from the email address linked to your Vivint account
   • Subject line: "Notice of Cancellation - Account Number [your account number]"
   • Include your account number, full name, service address, and phone number in the body
   • State: "I request immediate cancellation of my Vivint service effective [today's date]"
   • Request written confirmation and a final invoice
2. Send to Vivint's cancellation email address: [email protected]
   • If that address bounces, contact Vivint's main support line (visible on your invoice) and ask for the correct cancellation email
3. Send a follow-up certified letter the same week
   • Email alone is not reliable-Vivint's email support can take 4-8 weeks to respond
   • Always back up your email cancellation with certified mail within 3 business days
4. Keep all email receipts and read receipts
   • Enable read receipts in your email client so you can prove Vivint opened your cancellation request
   • Screenshot the email before sending and immediately after sending

Warning: Vivint's customer service lines are US-based and may not have authority to process Australian cancellations. Email and certified mail are your most effective channels.

Understanding early termination fees and refunds

This is where most Australian customers face unexpected bills. Your refund or fee depends entirely on whether you financed equipment and how long your contract term was.

How early termination fees are calculated

If you signed a 5-year equipment financing agreement and cancel after 2 years, you typically owe the remaining 36 months of device payments as a lump sum. For example, if your equipment payment is AUD $25 per month, you'd owe 36 × $25 = AUD $900. Vivint may also add a service termination fee (typically AUD $150-$200).

However, the ACL may limit how much Vivint can charge. If the early termination fee is significantly higher than Vivint's genuine pre-estimated loss, you can challenge it as an unfair contract term.

Refunds during promotional trial periods

If you signed up during a promotional period (often 30-60 days of free monitoring), Vivint must refund your monitoring charges if you cancel during that trial window. However, customers report disputes over whether equipment charges also qualify for the trial refund. Request both monitoring and equipment refunds in writing if you're within the promotional window.

Prorated refunds for monitoring fees

Once your cancellation is processed, Vivint should prorate your final monitoring fee based on the number of days you used the service in your final billing month. If your monitoring plan costs AUD $60 per month (30 days) and you cancel on day 10, you should receive a refund for 20 days of unused monitoring (approximately AUD $40). Many customers report this refund is delayed by 4-6 weeks.

Pro tip: Request your final invoice and refund schedule in writing when you submit your Notice of Cancellation. This creates accountability and gives you a documented deadline to follow up against.

What happens after vivint cancels your service

Cancellation doesn't end the moment you send your letter-this is where many Australians experience further complications.

Monitoring system shutdown timeline

Vivint typically disables 24/7 monitoring 3-7 business days after processing your cancellation. Your system may continue to arm and disarm locally, but no monitoring centre will respond to alarms. You'll receive an email or SMS confirming when monitoring stops.

If you've relocated or upgraded to a new provider, make sure your new security system is armed and operational before Vivint's monitoring shuts off. Stopee recommends scheduling your new provider's activation for the same day your Vivint monitoring ends.

Equipment return and disposal

Vivint typically does not require you to return financed equipment-it remains your property. However, some Australian contracts require equipment return if you cancel during the financing term. Check your contract or ask Vivint in writing whether you must return hardware.

If return is required, request a prepaid shipping label. Do not pay for return shipping yourself unless Vivint explicitly refuses to provide it. If they refuse, escalate the cost dispute to the ACCC.

Final billing and invoice timeline

Expect your final invoice 4-6 weeks after cancellation is processed. This invoice will show all refunds due (trial credits, monitoring prorations), any early termination fees, and your final balance. Review it carefully for accuracy.

If you spot errors-such as charges for months after your cancellation date, or equipment fees that weren't discussed-dispute them immediately in writing to Stopee's recommended escalation address (see below).

Common mistakes when cancelling vivint

Cancelling a multi-year contract is stressful, and mistakes often cost you money. Here are the traps Stopee has seen Australian consumers fall into repeatedly.

Assuming a phone call is cancellation

Vivint's phone support representatives will often say "your cancellation is processed" but never send written confirmation. Weeks later, you're still billed. Only a written Notice of Cancellation counts as a formal cancellation request. Ignore what phone reps tell you-get everything in writing.

Not checking your contract for financing terms

Many customers cancel without realizing they're on a 5-year equipment plan and face a AUD $800+ early termination bill. Before you submit any cancellation, pull your contract and identify your exact financing term. Calculate what you'd owe if you cancel today. This number shapes your entire cancellation strategy.

Failing to create a paper trail

If you only email Vivint and never follow up with certified mail, your cancellation can disappear into support queues for months. Stopee's data shows that certified mail + email follow-up results in 90% faster cancellation processing than email alone.

Accepting retention offers without getting them in writing

Vivint's retention team may offer you a discounted rate to stay. If you accept, demand written confirmation of the new rate, new contract term, and cancellation rights. Verbal retention offers evaporate, and you'll be stuck on the original contract.

Not challenging early termination fees

If Vivint's early termination fee seems excessive, challenge it under the ACL before you pay. Request an itemized breakdown showing exactly what Vivint's genuine pre-estimated loss would be if you cancel. If their fee exceeds that loss significantly, you have grounds to dispute it.

Checklist: ensure your vivint cancellation is complete

Use this checklist to verify that your cancellation has been properly processed and that you're not at risk of surprise charges.

What customers are saying about vivint cancellations

Stopee has reviewed hundreds of publicly posted customer experiences. The pattern is consistent: customers praise Vivint's monitoring reliability but express deep frustration with cancellation barriers and billing confusion. Representative complaints include "taken 8 weeks to cancel and they're still billing me," "early termination fee was larger than my remaining contract balance," and "nobody will respond to emails."

Positive cancellation experiences typically share one trait: the customer submitted a formal written cancellation, followed up with certified mail, and escalated early if responses were delayed. Those who relied on phone calls or single emails reported cancellations taking 3-4 months and unexpected final bills.

Stopee's analysis shows that Australian customers face particular friction because Vivint's primary support channels are US-based. Email response times from Australian time zones often exceed 2 weeks, which is why certified mail creates a faster resolution path.

Vivint cancellation contact information for australia

Send your Notice of Cancellation to this address. Allow 14-21 business days for delivery and processing.

Mailing address:

Vivint, Inc.
4931 North 300 West
Provo, UT 84604
United States

Cancellation email: [email protected]

Important: Use registered post or express post from Australia Post to ensure your letter is tracked and signed for. Regular mail may take 4-6 weeks and offers no proof of delivery.

If Vivint refuses to cancel or continues billing:

Lodge a complaint with the Australian Competition and Consumer Commission (ACCC) at accc.gov.au. Include your Notice of Cancellation letter, proof of delivery, and copies of invoices showing charges after your cancellation date. The ACCC can compel Vivint to cease billing and issue refunds.

Final thoughts: take control of your cancellation

Vivint cancellation requires persistence, but you have both legal rights and practical leverage. Your Notice of Cancellation is not a request-it's a formal demand backed by Australian consumer law. Send it in writing, track it, and follow up relentlessly. Early termination fees are challengeable if they exceed genuine loss. Refunds are your right, not Vivint's discretion.

Stopee has helped thousands of Australian consumers cancel unnecessarily complex subscriptions by equipping them with clear processes, legal knowledge, and confidence. Your cancellation may feel daunting today, but with the right steps and documentation, you'll have your service terminated and your final refund processed within 6-8 weeks. Stopee is here to support your journey toward cancellation clarity and consumer empowerment.