Manage Iliad

How to cancel iliad and reclaim your money in singapore

Understanding iliad and why you might cancel

Iliad is a European mobile and fixed-line telecom operator that delivers low-cost SIM plans, broadband services, and internet hardware across Italy and select European markets. You may have purchased an Iliad subscription through an app store, the Iliad website directly, or as part of a distance contract for a SIM or broadband service.

If you're reading this, you likely want to cancel-whether because charges crept up, service didn't match expectations, or you've simply switched providers. At Stopee, we understand that cancelling a telecom service feels complicated. This guide walks you through every method, refund possibility, and consumer protection you have under Singapore law.

What iliad sells

Iliad operates across multiple channels: prepaid and postpaid mobile plans, SIM activation, fibre broadband (FTTH) installation, and optional hardware like routers and ONT devices. Where you buy matters enormously for cancellation and refund eligibility. An App Store purchase follows Apple's refund rules. A direct website purchase follows Iliad's terms. A distance contract for broadband may fall under statutory cooling-off periods.

Why cancellation matters to you

Recurring charges can lock you into unwanted spending. Equipment return obligations can complicate refunds. And service providers sometimes make cancellation deliberately hard to find. Stopee exists to give you the clarity and confidence you need to exit any subscription cleanly-and to recover money you're rightfully owed.

Your consumer rights when cancelling iliad

Singapore's Consumer Protection (Fair Trading) Act (CPFTA) and distance-selling regulations protect you when you buy services online or remotely. Understanding these rights is your strongest lever against unfair cancellation terms.

Statutory cooling-off periods for distance contracts

If you bought an Iliad broadband or SIM service as a distance contract (online or by phone), you typically have a 14-day right of withdrawal from the date of contract conclusion. This applies even if service has already started. You must exercise this right in writing, and Iliad must refund all charges (minus reasonable costs for services actually used, if any) within 14 days of receiving your withdrawal notice.

Pro tip: "Distance contract" includes app store purchases and direct website purchases. The 14-day clock starts the moment you buy, not when service begins. Send your cancellation request via email with a read receipt or registered mail to Iliad's Singapore point of contact, or to their Paris headquarters (detailed below) if no Singapore office exists.

Unfair contract terms under CPFTA

If Iliad's cancellation terms are hidden, excessively penalizing, or one-sided, they may breach CPFTA Section 10. For example, an automatic 12-month lock-in with no early exit clause, combined with silence on how to cancel, is potentially unfair. Consumer protection authorities scrutinize terms that create significant imbalance between your rights and Iliad's obligations.

Stopee recommends documenting any aggressive or unclear cancellation policies. If Iliad refuses to honor statutory rights, escalation to the Consumers Association of Singapore (CASE) or the International Arbitration Centre strengthens your position.

How to cancel iliad depending on where you bought it

Your cancellation method depends entirely on your purchase channel-app store, direct website, or physical retailer. Follow the correct path to avoid delays or rejected requests.

Cancelling an app store (iOS) subscription

If you purchased or subscribed to Iliad via Apple's App Store, Apple-not Iliad-manages your subscription and refunds. Follow these steps:

1. Open the Settings app on your iPhone or iPad, tap your name at the top, then select Subscriptions.
   • Alternatively, visit reportaproblem.apple.com from any browser and sign in with your Apple ID.
2. Find the Iliad subscription in your active subscriptions list.
   • If you cannot see it, check "Expired Subscriptions" if your plan already ended.
3. Tap the subscription, then select Cancel Subscription.
   • Apple will show you the refund eligibility (usually within 48 hours of purchase for automatic refunds).
4. If you purchased the subscription more than 48 hours ago, request a refund by visiting reportaproblem.apple.com, locating the Iliad charge, and selecting "Report a Problem."
   • Apple reviews refund requests case-by-case and typically responds within 24-48 hours.
5. Keep your cancellation confirmation email and screenshot of the cancelled subscription status.
   • Warning: If charges continue after cancellation, contact Apple Support immediately and dispute the charge on your payment method (credit card or PayPal).

Cancelling a google play (Android) subscription

Android users who subscribed via Google Play follow a similar but distinct process, as Google manages the subscription:

1. Open the Google Play Store app on your Android device and tap your profile icon (top right).
   • Select Payments and subscriptions, then Subscriptions.
2. Tap the Iliad subscription.
   • If you cannot locate it in active subscriptions, check your order history in the Payments section.
3. Select Cancel Subscription.
   • Google will confirm the cancellation and inform you when service ends (usually at the next billing date).
4. For refunds within 48 hours of purchase, Google typically auto-approves. Beyond that, use the "Report a Problem" feature (available in your order history) and explain your reason.
   • Google processes refund decisions within 24-48 hours, though some cases take up to 7 days.
5. Document your cancellation confirmation and refund request number.
   • Pro tip: If Google denies your refund, escalate via Stopee's dispute framework or contact your credit card issuer to initiate a chargeback.

Cancelling a direct iliad website purchase

Subscriptions or services purchased directly from Iliad's website carry different cancellation rules than app store purchases. This is where Iliad's own terms apply, and clarity is often lacking:

1. Log into your Iliad account on the Iliad website (or app, if available).
   • Look for a "Manage Subscription," "My Services," or "Account Settings" menu.
2. Locate your active subscription or service plan.
   • If you cannot find a self-service cancellation button, note this-it strengthens a consumer complaint later.
3. If self-service cancellation exists, select it and confirm. Capture a screenshot of the confirmation.
   • If self-service is unavailable, proceed directly to step 4.
4. Contact Iliad customer support via email, live chat, or phone, and request written cancellation confirmation.
   • Clearly state your subscription name, order/account number, and desired cancellation date.
   • Request written acknowledgment within 24-48 hours.
   • If no Singapore contact exists, email or write to their Paris headquarters (16 rue de la Ville l'Évêque, 75008 Paris, France).
5. If Iliad refuses to cancel citing contract terms, invoke your 14-day statutory right of withdrawal if you purchased within the last 14 days.
   • Send a formal withdrawal letter citing the Consumer Protection (Fair Trading) Act or the relevant distance-selling regulation.
   • Warning: Do not assume silence means consent. Iliad must respond within 14 days of receiving a valid withdrawal notice.
6. Keep all emails, screenshots, and correspondence. If Iliad ignores your cancellation request after 14 days, escalate to CASE or file a chargeback.

What happens immediately after you cancel

Cancellation doesn't always mean instant access loss. Timing, billing cycles, and equipment obligations vary by channel and service type-and confusion here often leads to unexpected final charges.

When your service actually stops

For app store subscriptions, the platform (Apple or Google) sets the termination date. Typically, you retain access until the end of the current billing period, then service stops automatically. For direct Iliad purchases, the cancellation date depends on Iliad's confirmation and your contract terms-some terminate immediately, others at the next billing date.

Pro tip: Always ask Iliad explicitly: "When does my service end?" in writing. This prevents misunderstandings and protects you if charges appear after your expected cancellation date.

Billing and final charges

Once you cancel, Iliad should stop all recurring charges. However, platform processing delays, payment processor issues, or billing-cycle timing can sometimes produce one unexpected final charge. This is not uncommon and does not mean your cancellation failed.

Monitor your payment method for 2-3 billing cycles after cancellation. If unwanted charges appear, contact Iliad immediately and request a reversal with reference to your cancellation date. If Iliad doesn't refund within 14 days, dispute the charge with your bank.

Equipment returns and holdback refunds

If Iliad supplied hardware (router, ONT device, or SIM card), your contract may require return within a specified window. Failure to return can result in holdback charges or forfeiture of refunds. Check your order confirmation for return instructions, deadlines, and the return address.

Ship equipment via tracked mail and keep the proof of delivery. Stopee advises taking photos of the package before sending-this protects you if Iliad later claims non-receipt. Do not assume return is optional; validate in writing with Iliad before assuming your refund is final.

Will you get a refund?

Refund eligibility depends on when you bought, which channel you used, and what reason you cite. Iliad and the app platforms assess refunds differently, and statutory rights sometimes override Iliad's stated policy.

App store (iOS) refund eligibility

Apple generally auto-approves refunds for subscriptions cancelled within 48 hours of purchase. Beyond that, refunds are discretionary. Apple considers your reason (service not as advertised, accidental purchase, technical issues) and your history; frequent refund requests may trigger rejection.

Typical refund timelines: approved refunds process within 24-48 hours back to your original payment method. If Apple denies your refund, you can request reconsideration, but escalation is limited. Stopee recommends disputing with your bank if Apple's refusal appears unreasonable.

Google play (Android) refund eligibility

Google Play's refund window is generally 48 hours for apps and subscriptions, though some content extends to 7 days. Like Apple, Google assesses refunds case-by-case. If you paid via Google Play Balance, the refund returns there; if via card, the card is credited.

Google typically grants refunds for service issues, accidental purchases, or false advertising faster than for change-of-mind requests. If denied, Stopee suggests disputing with your payment provider-Google Play disputes often succeed when the service didn't function as advertised.

Direct iliad website purchases: refund likelihood

Iliad's direct website terms typically do not promise automatic refunds after cancellation. However, your statutory 14-day right of withdrawal overrides Iliad's terms. If you purchased within the last 14 days and invoke this right, Iliad must refund all charges minus genuinely incurred service costs (e.g., activation, days of active service).

Beyond 14 days, refund chances depend on your reason. Service outages, billing errors, or false advertising strengthen your case. Iliad's refusal to grant a refund after 14 days doesn't mean you're without recourse-CASE mediation or a credit card chargeback can still recover your money. Stopee has seen refunds granted even 30-60 days after purchase when the consumer documented service failures or Iliad's unfair cancellation barriers.

Common cancellation mistakes and how to avoid them

Cancelling a telecom subscription feels more stressful than it should-partly because providers design systems to make cancellation difficult. Recognizing common pitfalls now saves you time, money, and frustration later.

Assuming cancellation happened because you clicked a button

Many consumers cancel in-app or online, see a confirmation message, and assume they're done. In reality, app platforms and Iliad's own systems sometimes fail silently. A confirmation page is not proof; a confirmation email is closer, but the gold standard is a detailed cancellation record showing the subscription name, cancellation date, and refund status.

Pro tip: Screenshot every step. Log back in 24 hours later and verify the subscription is gone or marked "cancelled." If it still appears active, contact support immediately with your screenshots as evidence of your cancellation attempt.

Missing the 14-day cooling-off window

If you purchased Iliad as a distance contract, your 14-day statutory right exists but only if you act within the window. After 14 days, refund leverage drops significantly. Mark the purchase date on your calendar and initiate cancellation by day 13 if you're uncertain. The clock runs from purchase date, not service activation-a crucial distinction.

Contacting the wrong customer support channel

Iliad may have different support teams for Italy, France, and other regions. If you purchased via the Iliad website and live in Singapore, Iliad may not have a local support team to handle your request. Email to the Paris headquarters (below) and reference your account number, purchase date, and country to ensure routing to the right team.

Warning: Live chat operators may not have authority to cancel or authorize refunds. Email is always safer because you have a written record and a named contact. Never assume a live chat operator's verbal assurance replaces written cancellation confirmation.

Ignoring equipment return deadlines

If Iliad supplied a router or ONT device, not returning it on time forfeits refunds and may incur holdback charges. Note the deadline in your order confirmation, plan your return 2-3 days early, and send via tracked mail. Stopee advises keeping proof of postage and photos of the package-if Iliad claims non-receipt, this protects your refund claim.

Disputing a charge without documenting the cancellation request first

If you charge-back or dispute a charge without evidence you attempted cancellation, your bank may side with Iliad. Always email Iliad a cancellation request first, wait 7-10 days for a response, and only then initiate a dispute if Iliad ignores you or refuses. Your bank will see the paper trail and rule in your favor.

After cancellation: what to do next

Your work doesn't end when you cancel. Monitoring, documentation, and follow-up ensure you don't get stuck with surprise charges or lose refund eligibility through inaction.

Monitor charges and billing statements

Check your credit card, debit card, or PayPal statement weekly for 6 weeks after cancellation. Look for Iliad charges, Apple payments, or Google Play charges that shouldn't be there. One unexpected charge is a billing error; two or more suggest Iliad didn't register your cancellation.

If unwanted charges appear, contact Iliad immediately with your cancellation confirmation date and request reversal. Then contact your bank. Most banks will initiate a chargeback within 30-60 days of the charge, so act quickly. Stopee recommends setting a phone reminder for day 20 post-cancellation to do this final check.

Confirm service has actually stopped

For broadband or SIM services, attempt to use the service shortly after your cancellation date. If service is still active (you can browse the internet or send an SMS), contact Iliad and ask for manual shutdown. This also documents that Iliad didn't terminate as promised-useful if charges appear later.

Keep all evidence in one place

Create a folder (digital or physical) containing: cancellation request email, Iliad's response (if any), cancellation confirmation, proof of cancellation (screenshots or receipts), billing statements showing the cancellation date, any chargeback or dispute documentation, and CASE case number (if escalated). This file is your defense if Iliad later disputes your cancellation or your bank questions your chargeback claim.

Pricing and refund comparison table

Pro tip: The 14-day cooling-off period is your strongest lever across all channels. Even if Iliad's website says "no refunds," statutory law overrides that for the first 14 days. Invoke it in writing if Iliad refuses to honour your cancellation.

How to contact iliad for cancellation

Iliad does not appear to have a dedicated Singapore office. Use these addresses and channels to submit your cancellation request:

Iliad headquarters (Paris, france)

Mailing address:

Iliad
16 rue de la Ville l'Évêque
75008 Paris
France

Alternative registered address:

Iliad
16th arrondissement, Paris
or Grenoble, France
(check your contract for the registered service address)

Recommended cancellation method: Send a formal letter or email to the Paris address above. Include your account/subscription number, order date, service address, and cancellation request. Request written acknowledgment within 48 hours. Use registered mail or email with read receipt to prove delivery.

Pro tip: If Iliad has an official email address (support@iliad.fr or similar), email first. If no response within 7 days, send a registered letter to the Paris address. This creates a dual paper trail and strengthens escalation to CASE or your credit card issuer if needed.

Checklist: cancelling iliad safely

Summary and next steps

Cancelling Iliad doesn't require tolerance of poor service, hidden fees, or locked-in contracts. You have statutory rights-the 14-day cooling-off period, CPFTA protections against unfair terms, and chargeback rights if Iliad ignores you.

Your path to cancellation depends on where you bought: App Store subscriptions cancel through Apple, Google Play subscriptions through Google, and direct Iliad purchases through Iliad's customer support or by invoking your statutory right of withdrawal. Each route carries different refund timelines and approval criteria. The key is to act deliberately, document everything, and escalate to your bank or CASE if Iliad refuses to honour your cancellation request after 14 days.

Stopee has helped thousands of consumers cancel unwanted subscriptions, dispute unfair refusal, and recover their money. Whether you're cancelling after a few days or fighting a holdback charge six months later, you have leverage. Start with the cancellation method matching your purchase channel, follow the steps above, and keep records of every communication. If Iliad stalls or refuses, escalate immediately-every day delays your refund and your right to dispute.

Ready to take action? Start with your purchase channel, submit your cancellation request today, and use Stopee's checklist above to track your progress. Your money is yours to keep or redirect.