Manage Fongo

How to cancel fongo and understand your refund rights in canada

Understanding fongo and why you might want to cancel

Fongo is a Canadian VoIP service provider that delivers app-based phone service, home phone adapters, texting plans and bundled subscriptions for customers across Canada. The service offers both free and paid calling and texting options, device sales, and internet and phone bundles that you manage through Fongo's website or third-party app stores. If you've signed up for Fongo and now find that it no longer meets your needs, you're not alone-and cancelling is straightforward once you know where you purchased your service.

Common reasons to cancel fongo

You might be considering cancellation because your calling habits have changed, you've switched to a competitor, the service quality doesn't match your expectations, or you simply no longer need VoIP functionality. Whatever your reason, Stopee is here to guide you through every step of the cancellation process so you can exit without confusion or unexpected charges.

What you need to know before you start

The cancellation method you use depends entirely on where you purchased your Fongo subscription. If you bought through the Apple App Store, Google Play, directly from Fongo's website, or via PayPal recurring billing, each path requires a different approach. Understanding this distinction upfront will save you time and prevent you from cancelling in the wrong place-a common mistake that leaves recurring charges running.

Fongo pricing and current plans

Before you cancel, review what you're actually paying for so you can claim any refund you might be entitled to.

Where you purchased matters: choosing your cancellation method

Your Fongo purchase location determines exactly how and where you cancel, so identifying this is your first critical step.

Cancellation method one: apple app store purchases

If you subscribed to Fongo through the Apple App Store on iPhone or iPad, you must cancel your subscription directly through Apple, not through Fongo itself. Fongo cannot process refunds or cancellations for in-app purchases-Apple handles those transactions independently.

Cancellation method two: google play store purchases

Similarly, if you signed up via Google Play on an Android device, your cancellation and any refund request must go through Google Play. Fongo has no access to these app store subscriptions and cannot stop the recurring charges for you.

Cancellation method three: direct fongo website subscriptions

Subscriptions purchased directly on Fongo's website are managed by Fongo itself. You can cancel these through Fongo's customer support, and the company states there are no cancellation fees since service is month-to-month.

Cancellation method four: PayPal recurring payments

If you set up a recurring PayPal subscription to Fongo, simply contacting Fongo will not stop your PayPal charges. You must cancel the recurring payment directly in your PayPal account under "preapproved payments" to prevent further billing.

Cancellation method five: written notice by registered mail

Fongo's terms also permit written cancellation notices sent by prepaid registered post or express courier in certain circumstances. If you want a formal written cancellation on record, sending registered mail with return receipt to Fongo's corporate address is the recommended approach-and Stopee advises keeping proof of delivery.

Step-by-step cancellation process by platform

Follow the exact steps that match where you purchased your Fongo service to ensure your cancellation is processed correctly.

Cancel fongo if you subscribed through apple app store

1. Open the App Store on your iPhone, iPad or Apple device.
2. Tap your profile icon in the top right corner.
3. Select "Subscriptions" from the menu.
4. Locate "Fongo" in your active subscriptions list.
5. Tap "Fongo" and select "Cancel Subscription" or "Edit Subscription".
6. Confirm the cancellation when prompted.
   • Pro tip: Apple typically allows cancellation through the end of your current billing cycle, and refunds depend on Apple's 14-day policy for accidental purchases or service issues. Capture a screenshot for your records.
   • Warning: If you cancel mid-cycle, you may still have service access until your billing date ends, even though the subscription won't renew.
7. Verify the cancellation confirmation email arrives in your inbox within 24 hours.

Cancel fongo if you subscribed through google play store

1. Open Google Play on your Android device.
2. Tap your profile icon (top right).
3. Select "Payments and subscriptions" then "Subscriptions".
4. Find "Fongo" in your list of active subscriptions.
5. Tap "Fongo" and select "Cancel subscription".
6. Follow the prompts to confirm.
   • Pro tip: Google Play allows cancellation anytime, and you retain access through the end of your paid period. Take a screenshot of the cancellation confirmation.
   • Warning: Deleting the Fongo app does not cancel your subscription-you must use the Google Play interface to stop recurring charges.
7. Check your email for a cancellation confirmation.

Cancel fongo if you subscribed directly on fongo's website

1. Log into your Fongo account at Fongo's website.
2. Navigate to your account settings or subscription management section.
3. Look for a "Manage Subscription", "Billing", or "My Services" option.
4. Select the subscription you want to cancel.
5. Click "Cancel Subscription" or "Request Cancellation" and follow the on-screen prompts.
   • Pro tip: If you cannot find a self-service cancellation option, use Fongo's support form or contact customer service directly with your account number and request written confirmation of cancellation.
   • Warning: Some subscription management interfaces take 24-48 hours to process, so check your account the next day to confirm the status changed to "cancelled".
6. Request written confirmation via email and save it immediately.
7. Verify that no charges appear on your next billing date.

Cancel fongo if you have a PayPal recurring payment

1. Log into your PayPal account (not Fongo's).
2. Go to "Settings" or your account home screen.
3. Select "Payments" then "Manage automatic payments" or "Preapproved payments".
4. Find "Fongo" in the list of merchants with active recurring charges.
5. Click "Cancel" next to the Fongo payment.
   • Pro tip: Cancel through PayPal at least 5 business days before your next scheduled payment to ensure the charge does not go through. If a charge occurs after cancellation, PayPal's dispute resolution process will refund you.
   • Warning: Contacting Fongo alone will not stop PayPal from charging-you must cancel directly in your PayPal account.
6. Confirm the cancellation in PayPal and save the confirmation.
7. Check your PayPal statement 3-5 business days later to confirm no new Fongo charge appears.

Cancel fongo using registered mail

1. Write a formal cancellation letter that includes your full name, account number, email address, phone number associated with the account, and the date of cancellation request.
2. State clearly: "I request cancellation of my Fongo subscription effective [date] as permitted under Fongo's terms and conditions."
3. Print the letter and sign it.
   • Pro tip: Include a photocopy of your account statement or invoice to link your identity to the account.
4. Prepare a prepaid registered mail envelope or use an express courier service (Canada Post Xpresspost or similar).
5. Send the letter to Fongo's corporate mailing address (request this from customer support if it is not listed on their website).
6. Purchase tracking and request a return receipt (carte de visite A/R) so you have proof of delivery.
7. Save your tracking number and receipt.
   • Warning: Registered mail takes 5-10 business days to arrive. Plan your cancellation timing accordingly if you want to avoid a final billing cycle.
8. Follow up with Fongo's support team after 10 business days to confirm receipt and processing of your written notice.

Understanding refunds and your eligibility

Refund policies for Fongo vary significantly depending on which service you purchased and how long you have been a customer, so review your specific eligibility carefully.

Refund eligibility by service type

Fongo Home Phone cancellations within 30 days may entitle you to refunds of essential service fees and adapter purchases if you return the adapter within 60 days. Outside that 30-day window, there is typically no refund of initial fees and no prorated refunds for mid-period cancellations. For Fongo Works Pro, the first month (or the first year for annual plans) is refundable within 30 days; later months or the remaining annual period are non-refundable. Fongo Internet is generally non-refundable for mid-period cancellations, though prorated refunds may be issued at Fongo's discretion if you provide at least 10 business days' notice.

In-app purchase refunds through apple and google

If you purchased through the Apple App Store, you can request a refund through Apple up to 14 days after purchase for accidental charges or if the service is not as described. Google Play offers similar protections. Submit your refund request directly to the app store within this window, and keep documentation of the issue you experienced.

Equipment returns and deposits

Home phone adapters purchased from Fongo may be returned in new or like-new condition within 30 days for a full refund, though you typically cover return shipping costs. Deposits may only be refundable after a year in some cases, so check your original purchase agreement to understand deposit terms.

Prorated refunds and timing

Fongo does not automatically issue prorated refunds for mid-period cancellations in most cases. However, if you cancel Fongo Internet with at least 10 business days' notice, a prorated refund may be issued at Fongo's discretion. Always request a prorated refund explicitly when you cancel and ask for it in writing so you have a record of your request.

Your consumer rights under canadian law

Canadian consumer protection laws provide you with important safeguards when purchasing and cancelling telecommunications services like Fongo.

Consumer protection act (federal and provincial)

Canada's federal Consumer Protection Act and equivalent provincial laws (such as Ontario's Consumer Protection Act) require that consumers receive clear disclosure of subscription terms, cancellation policies, and billing practices before purchase. If Fongo failed to disclose cancellation terms or charges clearly, you may have grounds to dispute a charge or demand a refund. Stopee recommends documenting what information you saw at the time of purchase-screenshots help.

Telecom regulatory oversight

Fongo operates as a VoIP provider and falls under the regulatory oversight of the Canadian Radio-television and Telecommunications Commission (CRTC) for certain complaint categories. If you experience billing disputes or service quality issues that Fongo will not resolve, you can file a complaint with the CRTC's Complaint Handling process, which may pressure the company to rectify the issue.

Refund rights and the 14-day withdrawal period

Although Fongo's terms do not explicitly state a 14-day statutory right of withdrawal, Canadian consumer law in many provinces does provide a 14-day cooling-off period for distance contracts (including online purchases). If you purchased Fongo online and cancel within 14 days, you may be entitled to a full refund of the service fee-not just the in-app store refund-particularly if Fongo did not clearly disclose non-refundable terms. Contact your provincial consumer protection authority or Stopee for guidance on whether this applies to your purchase.

Disputing unauthorized charges

If a charge continues after you believe you cancelled, contact your payment provider (credit card, PayPal, or bank) and dispute the charge as unauthorized or for a service not rendered. Most payment processors have a 60-180 day dispute window and will reverse charges pending investigation. This is a powerful lever: Fongo often reverses disputed charges to avoid payment processor penalties.

What happens to your account and data after cancellation

Cancellation doesn't mean instant deletion, so understand what happens to your information and phone number once the service stops.

Access and service cessation timeline

When you cancel a paid Fongo subscription, your access to premium features will generally stop at the end of your current billing period unless Fongo's terms or your specific plan state otherwise. You may still have service access for a day or two after cancellation while the system processes the change, but no new calls or features will be available after the billing cycle ends.

Voicemail, messages and account data

Fongo retains voicemails, text messages, and call logs according to its data retention policies. If you need copies of this data or plan to port your phone number away to another provider, arrange that before your service terminates. Request a data export from Fongo's support team in writing and allow 5-10 business days for delivery.

Phone number portability

If you have a Fongo phone number and wish to keep it, you can port it to another Canadian provider. Contact your new provider before cancelling Fongo and provide them with your account information and authorization code-your new provider will handle the technical porting process. Do not cancel Fongo until the port is complete, or you may lose the number.

Equipment return obligations

If you purchased a Fongo home phone adapter and want a refund, you must return the device in the condition specified by Fongo's return policy (usually within 30-60 days). Failure to return equipment may disqualify you from an equipment refund, even if other service fees are refundable.

Common cancellation mistakes and how to avoid them

We know cancelling can feel stressful, especially when you're juggling multiple accounts and payment methods-so let us flag the errors we see most often so you can sidestep them entirely.

Mistake one: cancelling in the wrong place

The most common error is cancelling on one platform and forgetting that charges continue on another. For example, you might cancel the Fongo app but leave a PayPal recurring payment active, resulting in phantom charges for months. Before you cancel anything, audit every payment method and subscription platform where you may have signed up. Stopee suggests checking your credit card, PayPal, Apple, Google Play, and Fongo's website all in one sitting.

Mistake two: assuming deletion of the app cancels your subscription

Simply deleting the Fongo app from your phone will not stop recurring charges. You must actively cancel the subscription through the payment method or app store where it was purchased. The app deletion is a separate step and happens after cancellation, not instead of it.

Mistake three: not requesting written confirmation

Verbal cancellations or online form submissions without confirmation can create disputes later. Always request-and save-written confirmation of your cancellation request, including the date you requested it, the method, and Fongo's response. Stopee advises screenshotting every confirmation page and saving all emails.

Mistake four: ignoring the final billing date

Many users cancel successfully but then forget to check their statement on the next billing date. If a charge appears after cancellation, dispute it immediately with your payment provider. Most issues resolve faster when you escalate quickly rather than waiting three months.

Mistake five: cancelling without documenting refund eligibility

Before you cancel, check whether you fall within any refund window (30 days for adapters, first month for Works Pro, etc.). If you cancel after the window closes, Fongo will cite its non-refund policy. Knowing your refund status upfront lets you decide whether to cancel now or negotiate a partial refund as a condition of leaving.

After you cancel: your checklist for complete separation

The cancellation process doesn't end when you click "cancel"-follow this checklist to confirm full separation and avoid surprise charges.

Immediate actions (within 24 hours)

• Save all cancellation confirmation emails, screenshots, and order IDs in a dedicated folder.
• Log into your Fongo account and verify the subscription status shows "cancelled" or "inactive".
• If you have a PayPal recurring payment, log into PayPal and confirm the Fongo merchant is no longer listed under preapproved payments.
• Check your app store (Apple or Google Play) and confirm the Fongo subscription no longer appears under active subscriptions.

Short-term actions (within 3-5 business days)

• If you requested a refund, monitor your original payment method for the reversal (credit cards take 3-7 business days, PayPal is faster).
• If you own a Fongo adapter and plan to return it for a refund, prepare it for shipment with tracking and insurance.
• If you are porting your phone number, follow up with your new provider to confirm the port is in progress and provide Fongo's authorization code if requested.

Medium-term actions (within 30 days)

• Verify that no new Fongo charge appears on your credit card or bank statement on or after your next billing date.
• If a charge does appear, immediately contact your payment provider to dispute it as unauthorized and reference your cancellation confirmation.
• If you expect a refund and it hasn't arrived by day 10, email Fongo's support team with your cancellation confirmation and ask for an expected refund date.
• Confirm your ported phone number is active with your new provider and Fongo no longer responds to calls to that number.

Escalation and dispute resolution with fongo

If Fongo refuses to cancel your service, denies a refund you believe you are entitled to, or continues charging after cancellation, you have formal escalation options.

Formal dispute with your payment provider

Your credit card company, bank, or PayPal account is your first escalation point. File a formal dispute (also called a chargeback or payment reversal) within 60-180 days of the charge, stating that the service was cancelled or the charge was unauthorized. Provide your cancellation confirmation and proof that you requested cancellation. Payment processors take disputes seriously and will reverse charges pending investigation, forcing Fongo to respond.

Filing a complaint with provincial regulators

Contact your provincial consumer protection office (e.g., Consumer Protection Ontario, Protégez-Vous in Quebec). These agencies can mediate disputes and pressure companies to comply with consumer law. Complaints are free and can result in refunds or regulatory action against Fongo if violations are found.

Canadian radio-television and telecommunications commission (CRTC)

The CRTC handles complaints about VoIP providers like Fongo for billing disputes, service issues, and unresolved complaints. File a complaint at the CRTC's website if Fongo refuses to address your cancellation or refund issue. The CRTC has enforcement power and can compel refunds.

Small claims court

If the amount disputed is under your provincial small claims limit (typically $25,000), you can sue Fongo in small claims court to recover the refund or disputed charges. This is a last resort but is often effective because most companies will settle rather than appear in court.

Why stopee is your cancellation partner

Cancelling a service should be simple, but companies like Fongo make it deliberately confusing by splitting subscriptions across multiple platforms and burying cancellation options. That's where Stopee comes in. Stopee has helped thousands of consumers navigate complex cancellation processes, understand refund rights, and recover money they thought was lost to dark patterns and hidden charges. Whether you're dealing with app store subscriptions, recurring PayPal payments, or formal written cancellation requirements, Stopee's step-by-step guidance and insider knowledge ensure you cancel correctly the first time.

Contact information for cancellation escalation

Fongo mailing address for written cancellation notice:
Contact Fongo's customer support via their website to request the official corporate mailing address. Ensure your registered mail or courier shipment includes your full name, account number, phone number, and a clear cancellation request dated with your signature. Request tracking and return receipt (carte de visite A/R). Keep all proof of delivery.

If Fongo fails to respond to your cancellation request or refund claim, file a complaint with the CRTC or your provincial consumer protection authority. Stopee's research and guides have equipped thousands of Canadians to reclaim their money and exit subscriptions with confidence. Your cancellation is valid once you have confirmed it in writing and can prove it-Stopee is here to make sure you have that proof.