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Frequently asked questions
Cancel Elife: The Right Way to Protect Your Rights
How to cancel eLife broadband in the UAE and protect your refund rights
What eLife is and why cancellation matters
eLife (the broadband and entertainment service from e&, formerly Etisalat) bundles fixed-line internet, television, and home telephony across the United Arab Emirates. You enter into fixed monthly contracts-typically 12 or 24 months-and early exit often triggers equipment charges and termination fees. Understanding your cancellation options and following the correct procedural steps protects you from unexpected bills and ensures you recover any money owed to you.
eLife also encompasses eLife OnDemand (a standalone entertainment subscription with automatic renewal) and eLife Limo (a separate transport and airport transfer booking service). Each operates under distinct terms and conditions, so identifying which service you hold is essential before you initiate cancellation.
ELife service types in the UAE
eLife home bundles provide fixed broadband and television packages for residential and business customers across the Emirates. eLife OnDemand is a subscription-based content platform that renews automatically unless you cancel before the next billing cycle. eLife Limo handles vehicle bookings and airport transfers through a separate digital platform with its own cancellation and refund terms. Check your invoice or account settings to confirm which service you are cancelling, as each has distinct cooling-off periods and refund entitlements.
Your consumer rights under UAE law
The UAE Consumer Protection Law (Law No. 24 of 2006) grants you the right to cancel distance contracts-including those sold online or by telephone-within 14 calendar days of purchase. During this cooling-off window, you are entitled to a full refund of all fees paid, provided you have not consumed the service beyond a reasonable trial period. For bundled services like eLife, this statutory right applies in full if you cancel within the lawful timeframe.
If eLife refuses to process your cancellation, withholds a refund, or applies charges unfairly during the exit process, you can escalate your complaint to the Federal Authority for Consumer Protection (FACP), the official consumer regulator in the UAE. Yafee recommends documenting every cancellation request in writing-via email-so you maintain a timestamped record if a dispute escalates to the FACP. This documentation is your strongest defense.
Early termination fees and contract exit charges
eLife plans with 12 or 24-month commitments typically impose early termination charges if you cancel before the contract matures. These fees are contractually binding, but the FACP can investigate and challenge them if they are disproportionate to the actual loss suffered by e& or if eLife failed to disclose them clearly at point of sale. Retain your original contract, all billing statements, and correspondence with customer care as evidence of fair dealing.
Your legal position
You have the statutory right to cancel eLife within 14 days of purchase without penalty under UAE Consumer Protection Law. After this period, exit fees apply unless you fall into a protected category (such as moving abroad or experiencing network failures). Document all cancellation requests in writing and keep copies of your contract and billing history. If eLife refuses to comply with the law, the FACP will investigate at no cost to you.
Methods to cancel eLife: phone, in person, online, and email
You can cancel eLife using four distinct channels: telephone (fastest and most reliable), in person at an e& business centre, online (for add-ons only), or via email (for a written record). Yafee recommends phone cancellation because the customer care agent can verify your account, explain final charges upfront, and arrange equipment return logistics immediately.
Cancelling eLife by telephone (recommended method)
- Gather your account details before calling.
- Locate your account number on your monthly invoice or in your e& online account dashboard.
- Prepare your Emirates ID or passport number for identity verification.
- Have your contract start date and current plan details available.
- Call e& customer care on 800 6665 (free from any UAE landline or mobile).
- Select the menu option for billing, account management, or cancellation services.
- Clearly state that you wish to cancel your entire eLife broadband bundle, not individual add-ons.
- Confirm the service type (residential or business) to ensure the agent processes the correct account.
- Explain your cancellation reason (optional but often valuable).
- If you are relocating internationally, switching providers, or experiencing persistent service faults, mention these reasons-agents may reduce or waive early termination fees for legitimate circumstances.
- Request a final billing date, itemised outstanding charges, and equipment return instructions.
- Ask the agent to confirm in writing (via email) the exact date your service will cease and all charges you must pay.
- Obtain the agent's name and reference number for your records.
- Arrange equipment return (router, set-top box, phone adapter).
- Ask whether e& will collect equipment from your address or direct you to a drop-off location.
- Request a return authorization number and confirm the return window (typically 14 to 30 days after disconnection).
- Follow up with written confirmation within 24 hours.
- Send an email to e& customer care restating your cancellation request, the date discussed, and the agent's reference number.
- This creates a legally robust paper trail if eLife later disputes the cancellation or pursues charges.
Cancelling eLife in person at an e& business centre
- Locate your nearest e& customer service centre.
- Visit the e& website or call 800 6665 to find the address and opening hours of your nearest branch.
- eLife customers in Dubai, Abu Dhabi, Sharjah, and other Emirates have multiple centres to choose from.
- Bring your account number, Emirates ID or passport, and recent invoice.
- Staff will verify your identity and account status before processing cancellation.
- Have all documentation in one folder to expedite the transaction.
- Request a written cancellation confirmation on the spot.
- Do not leave the centre without a printed or digital receipt confirming your cancellation date, final charges, and equipment return deadline.
- Store this document safely alongside your other account records.
- Clarify equipment return logistics before you leave.
- Ask whether equipment must be returned to the same centre or to a designated drop-off address.
- Confirm the return window and any inspection charges for damage.
Cancelling eLife online (add-ons only)
- Log in to your e& online account at the official e& customer portal.
- Use your account number and password to access your dashboard.
- If you have forgotten your password, use the password recovery option or call 800 6665.
- Navigate to your subscriptions or add-ons section.
- Look for a "Manage Services" or "My Add-ons" menu within your account profile.
- Identify the specific add-on you wish to remove (such as premium channels or extra data).
- Select "Cancel" or "Remove" next to the add-on and follow the on-screen prompts.
- The system will ask you to confirm the cancellation and may offer retention incentives.
- Complete the transaction and download your confirmation email.
- Note that online cancellation is limited to add-ons only-you cannot cancel your entire eLife bundle this way.
- For full service cancellation, use the telephone or in-person methods outlined above.
Cancelling eLife via email (written documentation method)
- Compose a formal cancellation email to e& customer care.
- Include your full name, account number, Emirates ID number, and current email address and phone number.
- State clearly: "I request immediate cancellation of my eLife broadband service, effective [desired date]."
- Cite the reason for cancellation and request a written acknowledgment.
- Specify any outstanding balance or disputed charges you wish to resolve before service ends.
- Ask e& to confirm receipt and provide a cancellation reference number.
- Send the email to the official e& customer care address (typically [email protected] or the address listed on your invoice).
- Use a registered email service or request a read receipt so you have proof of delivery.
- Keep a copy of the email and any response in a dedicated folder for future reference.
- Follow up with a phone call within 48 hours to confirm receipt and processing.
- Have your email confirmation and reference number ready when you call 800 6665.
- This hybrid approach combines written documentation with verbal confirmation.
Refunds, final bills, and equipment returns
After you initiate cancellation, eLife will calculate your final bill based on your service end date. You are entitled to a refund for any advance payments you have made beyond the cancellation date. Yafee recommends requesting an itemised final bill from eLife before you pay, so you can verify that all charges are lawful and that no duplicate or erroneous fees have been applied.
What to expect in your final bill
Your final invoice will typically include charges for services consumed up to your disconnection date, any outstanding equipment fees, and-if applicable-early termination charges. If you are within the 14-day cooling-off period, eLife must refund all fees in full. After this period, early termination charges are lawful under UAE law, but you can dispute them at the FACP if they are unreasonably high or were not clearly disclosed when you signed up.
Equipment return timeline and charges
e& usually requires you to return all equipment (broadband router, TV set-top box, telephone adapter, and cables) within 14 to 30 days of your service disconnection. Failure to return equipment may result in a non-return fee (typically 200 to 500 AED). Photograph your equipment before return, obtain a receipt from the drop-off location, and keep this receipt until e& confirms receipt in writing. This protects you from false claims that you failed to return items.
Refund processing timeline
eLife typically processes refunds within 7 to 14 working days after your account is fully settled. The refund is credited to your original payment method (credit card, debit card, or bank account). If you do not receive your refund within this window, contact e& customer care with your cancellation reference number and request written confirmation of the refund status. Yafee advises keeping all correspondence until the refund appears in your bank statement.
Common mistakes to avoid during eLife cancellation
Cancellation disputes are rarely insurmountable if you follow the correct procedure and document every step-but preventable errors can delay refunds and create unnecessary complications.
Mistake one: cancelling by verbal request alone without written confirmation
Verbal cancellation over the phone is valid, but e& may later claim no record of your request. Always follow a verbal cancellation with a written email confirming the date, time, and agent name. This creates a legally binding paper trail that protects you if eLife disputes the cancellation or charges you after the service ends.
Mistake two: not gathering account details before calling
Calling 800 6665 without your account number, Emirates ID, and contract details will delay the process and may frustrate the agent, reducing the likelihood that they will offer fee waivers. Prepare all documents in advance so the agent can verify your identity and account status within minutes.
Mistake three: failing to request itemised charges and equipment return instructions
If you do not ask for a final bill breakdown or equipment return address, e& may charge you unexpected fees or claim you failed to return equipment. Request all charges in writing and confirm the return location and deadline before you end the call. Yafee emphasizes this step because it prevents disputes after disconnection.
Mistake four: not returning equipment within the specified timeframe
eLife will impose non-return fees (usually 200 to 500 AED per item) if you do not return equipment by the deadline. Even if you no longer use the equipment, legal liability passes back to you until e& receives and inspects the items. Return equipment promptly and obtain proof of delivery.
Mistake five: failing to dispute early termination fees within 30 days
If you believe your early termination fee is unfair or was not disclosed clearly, file a complaint with the Federal Authority for Consumer Protection within 30 days of receiving your final bill. After this period, the FACP may be less willing to overturn the charge. Yafee recommends submitting your complaint as soon as you receive your final invoice if you dispute the amount.
What happens after your eLife service ends
Disconnection is rarely instantaneous-e& typically ceases service within 24 to 48 hours of your cancellation request, depending on your location and the time of submission. Your internet, television, and telephone services will stop working once the disconnection processes, so plan accordingly if you need an alternative provider.
Confirming your disconnection date
eLife will send you an SMS or email confirmation when your service is switched off. Check your account dashboard or contact 800 6665 to verify the exact date if you have not received confirmation within 48 hours. This confirmation is important because it marks the start of your 14 to 30-day equipment return window.
Transferring to a new broadband provider
Before you disconnect eLife, arrange a new service with an alternative provider (such as Zain, du, or another ISP). Most providers offer a brief grace period during which you can operate both services simultaneously, allowing uninterrupted connectivity. Coordinate the installation date of your new service to begin a day or two after eLife disconnection so you avoid gaps in internet access.
Resolving billing disputes after disconnection
If eLife sends you a bill after your service has ended, or if you are charged for equipment you returned, respond in writing within 14 days. Cite the cancellation date, your agent reference number, and any supporting documentation (return receipt, email confirmation). If eLife does not resolve the dispute within 30 days, escalate to the Federal Authority for Consumer Protection with copies of all correspondence. Yafee has helped thousands of consumers cancel their services and recover disputed charges through this formal escalation route.
Comparison of cancellation methods and timelines
The table below summarizes the four cancellation routes, their speed, and suitability for different situations.
| Cancellation method | Processing time | Written record | Best for |
|---|---|---|---|
| Phone (800 6665) | Immediate verbal confirmation; disconnection within 24-48 hours | Only if you follow up by email | Fastest option; disputes or fee negotiations |
| In-person at e& centre | Immediate written confirmation; disconnection within 24-48 hours | Printed receipt issued on the spot | Customers who prefer face-to-face interaction; complex account issues |
| Online portal (add-ons only) | Instant removal; effective immediately | Email confirmation sent automatically | Removing individual add-ons or subscriptions only |
| Email cancellation request | eLife confirms within 48 hours; disconnection within 5-7 days | Full written record from start | Creating a documented audit trail; disputes with eLife |
Key checklist before and after cancellation
Use this checklist to ensure you complete every step and protect your refund and consumer rights.
Before you cancel
- Confirm your account number and service type (residential or business).
- Locate your contract and most recent invoice to verify early termination fees.
- Arrange a replacement broadband service with another provider if needed.
- Check whether you are within the 14-day cooling-off period (full refund eligibility).
- Request any outstanding balance or credit on your account before you call.
During cancellation
- Call 800 6665 or visit an e& business centre with your Emirates ID and account details.
- Request a final bill breakdown and confirm all charges are lawful.
- Ask for the agent's name, reference number, and email address for your records.
- Confirm the service end date and equipment return deadline.
- Follow up with a written email within 24 hours restating your cancellation request.
After cancellation
- Verify your service disconnection date via SMS or email confirmation from eLife.
- Return all equipment (router, set-top box, cables) within the specified timeframe and obtain a receipt.
- Monitor your bank account for the final bill and any refund credit (allow 7-14 working days).
- File a complaint with the Federal Authority for Consumer Protection if eLife charges you unfairly or refuses to process a refund.
- Keep all correspondence, receipts, and cancellation confirmations for at least 12 months.
Escalating disputes with eLife to the federal authority for consumer protection
If eLife refuses to cancel your service, withholds a refund, or applies unlawful charges, the Federal Authority for Consumer Protection (FACP) is the official UAE regulator empowered to investigate and resolve consumer complaints at no cost to you.
How to file a complaint with the FACP
- Gather all evidence of your dispute.
- Collect your cancellation email, agent reference numbers, final bill, and any correspondence with eLife disputing charges.
- Prepare a timeline showing when you requested cancellation and when eLife failed to comply.
- Visit the FACP complaint portal or office.
- Submit your complaint online at the FACP website (www.fcaae.ae) or in person at the FACP office in Abu Dhabi.
- Include your account number, the amount in dispute, and a brief summary of eLife's failure to comply with your cancellation request.
- Wait for the FACP to contact eLife and request a response.
- The FACP will typically allow eLife 14 to 30 days to reply to your complaint and provide evidence of compliance.
- You may be asked to provide additional documentation or clarification.
- The FACP will issue a decision and enforce it against eLife if necessary.
- If the FACP finds in your favor, eLife must comply with the decision or face penalties and reputational damage.
- eLife rarely appeals FACP decisions because the cost and reputational harm exceed the disputed amount.
Typical resolution timeline for FACP complaints
The FACP typically resolves complaints within 60 to 90 days. If your dispute is straightforward (e.g., eLife failed to refund a cancelled service), resolution may occur faster. Complex disputes involving contract interpretation or fee calculations may take longer. Yafee advises filing your FACP complaint early-within 30 days of receiving your final bill-to ensure timely resolution.
Summary and next steps
Cancelling eLife in the UAE is straightforward if you follow the correct procedure and document every step. Your statutory right to cancel within 14 days under UAE Consumer Protection Law is absolute, and early termination fees are lawful only after this cooling-off period expires. Telephone cancellation (800 6665) remains the fastest and most reliable method because it allows immediate fee negotiation and equipment return coordination. Always follow verbal cancellation with a written email to create a legal record, request itemised final charges, and return equipment promptly to avoid non-return fees.
If eLife refuses to cancel, withholds a refund, or charges you unfairly, escalate to the Federal Authority for Consumer Protection-the official consumer regulator in the UAE. The FACP will investigate at no cost to you and can compel eLife to comply with your cancellation request and refund any disputed charges. Yafee has helped thousands of consumers cancel their broadband and entertainment services across the UAE and recover refunds by following this legal framework and procedural checklist. Arm yourself with your account details, contract, and cancellation reference number, and you will protect your consumer rights and reclaim any money owed to you.
Contact details for escalation
Federal Authority for Consumer Protection (FACP)
Complaint portal: www.fcaae.ae
Office address: Abu Dhabi, United Arab Emirates
eLife customer care: 800 6665 (free from UAE landline or mobile)