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Cancel contract before end of contract | MEO helps

Find out in which situations you can cancel your contract before the end of the contract period, without penalty. Find out how and what documents you need.

Early termination of contract and suspension of service

Find out when you can cancel your contract during the retention period.

Early termination of contract and suspension of service
Termination
Suspension

Before requesting the cancellation of your contract, please consult retention period, in the area of customer my MEO or my MEO Empresas (for MEO Customers Empresas ), to validate that it has already ended.

Alternatively, you can call the  MEO customer Helpline (see plan) or MEO Empresas Helpline (see plan).

Early cancellation of the contract during the loyalty period may incur a penalty. This penalty will not apply if the service holder is in one of the following situations and sends the corresponding documentation:

Death

  • Death certificate of the holder

Absence from home due to disability, long-term illness or care dependency
  • Document proving the situation invoked

Permanent or temporary incapacity to work of more than 60 days, resulting in a loss of monthly income of more than 20%
  • Medical certificate of multipurpose incapacity or
  • Sick leave or
  • Social Security and bank statements proving the situation

Unemployment caused by the employer's initiative and resulting in a reduction of more than 20% of monthly income
  • Social Security and bank statements proving the situation

Insolvency
  • Declaration of insolvency issued by the court

Loss of the site where the service is installed due to events such as fire or natural disasters
  • Document confirming the situation, from the fire department or the police

Eviction or eviction order
  • Proof issued by the Balcão Nacional do Arrendamento or a court ruling proving the situation

Domestic violence
  • Statement issued by the PSP or GNR

These documents must be sent with the termination request, by the holder or their legal representative in the event of death or incapacity. Find out how to create request for termination of contract.

FAQs

How do I check my contract information?

Your contract summary (European Contract Summary or Simplified Information Sheet) is available on the app or in the my MEO customer area.

In this document you can find the contracted services, as well as the retention period, if any, and the start date.
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Contracts prior to 2021 may not be available on my MEO. In this case, please contact MEO Helpline (view tariff) or MEO Empresas Helpline (view tariff).


Step-by-step on how to see contractual conditions:
- my MEO app
  • In the Profile option, choose MEO account data
  • Select the account for which you want to view the contract details
  • In the Contract section you can see the Contract documents and their retention period
Screenshot of the my MEO app my MEO the profile detailsScreenshot of the my MEO app my MEO the MEO account detailsScreenshot of the my MEO app my MEO the selected account

- my MEO customer  Area > Click on Profile > In the Account Details section, click on Manage > Select the account by clicking on Sign In> Select the Contract option > View the Documents or the retention period of your contract

You can also see when your contract ends on your invoice. This information is available in the Additional Information field, after your invoice details.

Does my contract change when I move home?

When you move home, the previous contract ends and a new one begins retention period, which varies according to the service you have contracted.

  • 12 months - Telephone services
  • 24 months - MEO bundles with TV or Broadband+Phone

In what situations is it necessary to change the account holder?

A change of ownership is the transfer of responsibility for an installed service to another person, without interrupting its operation.

It usually occurs when properties are transferred, rented out, changes in the household or other similar situations.

view how to change the account holder.

Cancel my service

Canceling your contract before the end of your loyalty period may incur costs. exceptions.

We recommend that you check in the my MEO appor in the my MEO customer area, if the retention period the contract has already ended, or alternatively, contact customer Support (see the tariff) or MEO Companies Helpline (see the plan).


To cancel the service:

App my MEO customers Personalcustomers , Other Companies and ENIs)

  1. Choose an option Profile
  2. In Order management select Support requests
  3. Choose Create order
  4. Choose:
    • Topic: customer account
    • Subject: Cancel contract
  5. Click on Continue order
  6. Choose the product to end
  7. Select theReason for cancellation and follow the steps
  8. Attach the necessary documents
  9. Define the desired date of termination
  10. Accept the terms and conditions and select Next. An email will be sent to you with a validation code required to proceed with the order
  11. Enter the code and click Send


In the area of customer my MEO

  1. Select Profile
  2. In the Support requests section, select Create request
  3. Select: 
    • Topic: customer account
    • Subject: Ceasing services
  4. To proceed to the form, select Continue request
  5. Choose the product to end
  6. Select the reason for termination
  7. Attach the necessary documents
  8. Set the desired date of termination
  9. Accept the terms and conditions and select Next. An email will be sent to you with a validation code required to proceed with the order
  10. Enter the code and click Send

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To cancel the service in the Business customer areacustomers Large Businesscustomers ):

  1. Enter the customer Business Area
  2. Go to the menu: customers Support > Orders > Create Order
  3. Select the theme and subject:  
    • Topic: customer account
    • Subject: Ceasing services
  4. To proceed to the form, select Continue 
  5. Select the service to be terminated
  6. Select the reason for termination
  7. Attach the necessary documents
  8. Set the desired date of termination
  9. Accept the terms and conditions and click Next order


Once the order has been created, we will contact you.

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Alternatively, you can cancel the service via the Contract Termination Platform.

This platform is aimed at all (non-business) consumers who have an electronic communications contract, with or without loyalty, and who want to terminate it by withdrawing. At the moment, the platform does not cover all contract termination situations (e.g. unemployment, emigration, breach of contract, among others). 

Access the Termination of Contracts Platform and select "Start procedure". The request will be made in two stages: 

  1. Request for contractual information; 
  2. Request for termination of contract following the operator's response to the request for information.


The use of GOV Authentication is mandatory to make the request on the platform. Have your ID card and authentication details with you. You will be redirected to the authentication service page authenticacao.gov, and the Termination of Contracts Platform will request the attributes necessary to confirm your identification document and verify the data entered. The information related to the requests will be sent to your email address.

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