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Cancel Metrofax: Step-by-Step Guide
How to cancel MetroFax in south africa and protect your rights
What MetroFax is and why you might want to cancel
MetroFax is an online fax service that lets you send and receive faxes through your web browser and email without needing a physical fax machine. The service appeals to small business owners and professionals who handle occasional or regular faxing alongside their email and cloud workflows.
You may be considering cancellation for several reasons: the service no longer fits your workflow, you have found a more affordable alternative, or you want to streamline your digital tools. Whatever your reason, understanding your options and rights before you take action will save you frustration and protect your wallet.
When cancellation makes sense
Cancellation is the right move if you have not sent or received a fax in weeks, your business no longer requires faxing, or you have found a competitor offering better value. If you are on trial and it has expired, cancelling immediately prevents unwanted charges. At Stopee, we guide thousands of South African consumers through cancellation decisions every month, and we recommend you gather your account data before you commit to leaving.
Your consumer rights as a south african customer
South African consumer law offers you important protections when you cancel online services, even if a company's global terms say otherwise.
What the consumer protection act means for you
Under the South African Consumer Protection Act (CPA), distance contracts and electronic transactions often carry a short cooling-off period, typically seven days from the date you sign up or receive your first invoice. If MetroFax charged you during this window and you cancel within that period, you have a strong legal argument for a refund, regardless of what MetroFax's terms state.
MetroFax's global Terms of Service declare all activation fees and prepaid credit non-refundable. This clause directly conflicts with local consumer law in South Africa. If you cancelled within your statutory cooling-off window and the company refuses a refund, you can escalate to the National Consumer Commission (NCC) for free guidance and mediation.
How to use your rights when MetroFax refuses
Keep all emails, invoices, and payment receipts showing the date you joined and the date you cancelled. If MetroFax denies your refund claim and you believe you fall within the seven-day cooling-off period, lodge a complaint with the National Consumer Commission at www.ncc.org.za or call their helpline. You do not need a lawyer, and the process is free.
Cancellation methods: which one works fastest
MetroFax gives you three ways to cancel your account, each with different response times and reliability levels.
Cancel online (fastest and recommended)
Cancelling through your account dashboard is the quickest method because you receive instant confirmation and your request is logged automatically in MetroFax's system.
- Open your web browser and go to the MetroFax login page.
- Enter your email address and password.
- If you have forgotten your password, click "Forgot password?" and follow the reset link.
- Once logged in, navigate to Account Details or Settings.
- Look for a tab labelled "Billing," "Subscription," or "Account Management."
- Scroll down until you see the option "Cancel My Account" or "Close Account."
- Click on the cancellation link.
- MetroFax may ask you to confirm your reason for leaving (optional feedback).
- You may see a retention offer; ignore it if you are sure you want to cancel.
- Review the cancellation terms.
- MetroFax will confirm whether your access ends immediately (if you are on trial) or at the end of your current billing cycle (if you are a paid subscriber).
- Read this carefully; do not assume immediate cancellation.
- Confirm your cancellation.
- Click the final "Cancel Account" or "Confirm Cancellation" button.
- You should receive an immediate on-screen confirmation message.
- Check your email for a cancellation confirmation.
- MetroFax typically sends a confirmation email within minutes to the address on file.
- Save this email as proof of cancellation.
Pro tip: Cancellation through the account dashboard is logged automatically and creates a timestamp, making it easier to dispute if MetroFax continues billing after you cancel.
Cancel via live chat (24/7 availability)
MetroFax offers live chat support around the clock. This method is useful if you have questions before cancelling or if the online option is not working.
- Log into your MetroFax account.
- Look for a "Chat With Us," "Support Chat," or "Help" button (usually in the bottom right corner or top menu).
- Click it to open the live chat window.
- Wait for an agent to connect.
- Response time is usually under 2 minutes during business hours, up to 10 minutes during off-peak times.
- Provide your account number and full name.
- Say: "I want to cancel my MetroFax account immediately. Can you process this for me?"
- The agent will confirm your identity and process the cancellation.
- Ask the agent to send you a cancellation confirmation in writing via email.
- Screenshot the chat conversation or ask for a case reference number.
- This serves as evidence if disputes arise later.
Warning: Some agents may try to persuade you to keep your account. Stay polite but firm; you do not owe them an explanation, and you have the right to cancel immediately.
Cancel via email (documented but slower)
Emailing your cancellation request creates a permanent written record, which is valuable if you need to prove you cancelled on a specific date.
- Open your email client and create a new message to support@metrofax.com.
- In the subject line, write: "Account Cancellation Request - [Your Email Address]."
- In the email body, include:
- Your full name (as it appears on your account).
- Your account number (found in your account settings or invoice).
- The email address associated with your account.
- A clear statement: "I request immediate cancellation of my MetroFax account."
- The date you are sending the email.
- Send the email and save a copy to a folder named "Cancellations" or print it.
- Do not delete it from your inbox or sent folder.
- Wait for a confirmation email from MetroFax support.
- Response time varies from a few hours to 3 business days.
- If you do not hear back within 3 days, send a follow-up email or use live chat.
Pro tip: Send your cancellation email early in the week (Monday to Wednesday) to avoid weekend delays.
What happens to your account after you cancel
Understanding what changes after cancellation helps you plan data backup and manage expectations.
Access to your account and fax history
When you cancel, your account access typically ends either immediately (if you are on a trial) or at the end of your current billing cycle (if you are a paid subscriber). After that date, you will not be able to log in to retrieve old faxes, resend messages, or view your account details.
MetroFax does not clearly state how long it retains your fax history after cancellation. To be safe, assume your data becomes inaccessible within days or weeks. Download any important faxes, reports, or communication records before you click cancel.
How to download your data before cancellation
Most accounts allow you to export or download sent and received faxes as PDFs. Check your Account Details or Settings for an "Export Data," "Download History," or "Archive" option. If you cannot find this feature, contact support before you cancel and ask them to help you export your records.
Continued billing and access during the notice period
If you are a paid subscriber, your service continues until the end of your billing cycle even after you cancel. This means you can still send and receive faxes during this period, but you will not be charged again after that date. Cancellation does not trigger an immediate refund unless you fall within South Africa's statutory cooling-off period.
Refund policy and how to claim your money back
MetroFax's refund stance is strict, but local law may override it in your favour.
MetroFax's stated policy on refunds
According to MetroFax's Terms of Service, activation fees and prepaid credit are non-refundable regardless of when you cancel. If you prepaid for a month or year of service and cancel before using it, the company will not return that money under their standard policy.
Unused prepaid balances are forfeited on cancellation or after extended inactivity. This means if you top up your fax credits and cancel, those credits disappear.
When you might have a legal right to a refund
If you are a South African consumer and you cancelled within seven days of signing up or receiving your first invoice, you have a cooling-off right under the Consumer Protection Act. This right exists even though MetroFax's terms claim all fees are non-refundable.
To claim your refund, gather proof of the dates (your signup email and your cancellation confirmation), contact MetroFax support in writing, and cite the Consumer Protection Act. If MetroFax refuses, escalate to the National Consumer Commission.
Pro tip: Send your refund request within 14 days of cancellation. The longer you wait, the harder it is to argue that you cancelled quickly after discovering the service was unsuitable.
MetroFax pricing and billing currency
MetroFax does not display pricing in South African Rand on its website as of 2024 and 2025.
How MetroFax charges south african customers
All official MetroFax pricing appears in United States Dollars (USD) on their website. If you are a South African customer, your payment method is likely charged in USD, which means your actual rand cost depends on the current exchange rate at the time of the transaction.
To find exact pricing for your region, log into your MetroFax account and check your most recent invoice. Contact MetroFax support via email or live chat if you need clarity on what you are being charged and in which currency.
| Information type | Availability | How to access |
|---|---|---|
| Plan pricing in ZAR | Not published | Contact support via email or chat |
| Current plan and rate | Always available | Log in and check your account settings or last invoice |
| Billing history and receipts | Always available (recommended) | Account dashboard under "Billing" or "Invoices" |
Common mistakes people make when cancelling MetroFax
Cancellation looks straightforward, but many customers slip into traps that cost them time, money, or access to their data.
Forgetting to download your fax history before cancelling
Once your account closes, your fax records may disappear forever. Professionals and business owners often regret not saving copies of important correspondence. Before you click cancel, log in, find your fax history or archive section, and download everything as PDFs. This takes 10 minutes and protects you from future disputes or compliance issues.
Cancelling online but not confirming via email
If you cancel through the account dashboard and do not receive a confirmation email within an hour, contact support to verify cancellation went through. Some users have cancelled online only to discover weeks later that the request never processed, and they were charged again.
Assuming immediate refunds
MetroFax does not refund prepaid fees unless you meet the cooling-off window. If you expect money back and do not hear from the company within 10 days, do not assume your refund is coming. Follow up in writing and ask for a specific refund date. If they refuse and you believe you have a legal right, escalate immediately.
Not keeping cancellation proof
Save every email, screenshot, and confirmation message related to your cancellation. If MetroFax bills you after you cancel, you will need this evidence to dispute the charge with your bank or the National Consumer Commission. At Stopee, we recommend you create a folder on your computer named "MetroFax Cancellation" and store everything there.
Cancelling right before a billing date
If you cancel one day before your next payment date, some companies still charge you and then process the cancellation. Check your account to see when your next billing date is, and cancel immediately after a payment goes through. This way, you use the full month and avoid overlap.
Customer reviews and common experiences
Real users share insights into what cancellation feels like in practice.
Positive customer feedback
Long-term users often praise MetroFax's reliability and responsive live chat support. Many report that cancellation through the website was quick and painless, and their service stopped as promised when their billing cycle ended. Small business owners appreciate the low cost and integration with email.
Negative customer feedback
Multiple complaints exist about difficulty reaching support after cancellation, continued billing despite cancellation requests, and slow email responses when users request refunds. Some customers report that MetroFax's live chat agents pushed back when asked to cancel, and that account access remained available weeks after the cancellation date, creating confusion.
The most common complaint is that prepaid credit is forfeited without warning, and MetroFax does not make this policy visible at checkout. This catches customers off guard when they cancel and expect a refund.
Checklist: what to do before and during cancellation
Use this step-by-step checklist to ensure you cancel cleanly and protect yourself.
| Task | Timing | Why it matters |
|---|---|---|
| Log into your account and review your billing date | 1 week before cancellation | Understand when your next charge is due and plan cancellation timing |
| Download your fax history and important messages | 2-3 days before cancellation | Preserve records before access is lost |
| Cancel via the account dashboard or live chat | Your chosen date | Creates an automatic timestamp and confirmation |
| Save the cancellation confirmation email | Immediately after cancellation | Proof of cancellation date for disputes or refund claims |
| Check for continued billing 5 days after cancellation | 5 days post-cancellation | Catch errors or failed cancellations before a second charge occurs |
| If no refund appears within 14 days, send a formal refund request email | 14 days post-cancellation | Triggers formal response and creates evidence for escalation |
How stopee can help you cancel with confidence
Cancelling subscription services should not be stressful. Stopee is a consumer advocacy platform that guides South Africans through cancellation, refund disputes, and consumer rights every day. Our guides cover hundreds of services, and we help you understand exactly what you are entitled to under local law.
When you visit Stopee, you get step-by-step cancellation instructions tailored to South Africa, access to your legal rights under the Consumer Protection Act, templates for formal cancellation and refund requests, and escalation pathways if companies refuse to honour your rights.
If MetroFax has refused your cancellation or refund, Stopee can show you how to lodge a complaint with the National Consumer Commission and what evidence to gather. We have helped thousands of consumers cancel unwanted subscriptions and recover money they thought was lost. Your cancellation journey starts with clarity, and Stopee is here to provide it.
Summary: your path to a clean MetroFax cancellation
Cancelling MetroFax in South Africa is straightforward if you follow the right steps and know your rights. Cancel through your account dashboard or live chat for the fastest confirmation, download your fax history before you lose access, and keep all cancellation emails as proof. If you cancelled within seven days of signing up, you have a statutory right to a refund under the Consumer Protection Act, even if MetroFax claims otherwise. If the company refuses to cancel or refund, escalate to the National Consumer Commission at no cost.
Remember to check for continued billing within five days, and do not assume your refund is coming without follow-up. The whole process takes 15 minutes if you use the account dashboard, and you will have proof in writing within hours.
Stopee has helped thousands of consumers cancel MetroFax and similar services across South Africa, recover disputed refunds, and understand their consumer rights. Visit Stopee today to access free cancellation guides, refund templates, and escalation support for any subscription service that is no longer serving you.
MetroFax contact information and support channels
Use these details to reach MetroFax if you have questions before or after cancellation.
Official support channels
Live chat: Available 24/7 on the MetroFax website (fastest response).
Email support: support@metrofax.com (responses within 1-3 business days).
Online cancellation: Log in to your account, go to Account Details, then Billing, and click "Cancel My Account."
Mailing address for complaints or formal notices: MetroFax customer service mailing addresses may be listed in your account settings or Terms of Service. For South African escalation, first contact the National Consumer Commission at www.ncc.org.za or call the NCC helpline to lodge a formal complaint if MetroFax refuses to honour your cancellation or refund rights.
If MetroFax does not respond
If you do not hear back from MetroFax within 10 business days of a cancellation or refund request, do not wait longer. Lodge a complaint with the National Consumer Commission, and they will investigate on your behalf at no cost. Provide them with copies of all emails you sent to MetroFax and the dates you sent them.