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Frequently asked questions
Cancel eFax: The Right Way to Protect Your Rights
How to cancel eFax in canada and protect your refund rights
What is eFax and why you might want to cancel
eFax is an internet-based fax service that replaces physical fax machines with email and web-based alternatives. You send and receive faxes through your inbox or eFax portal, complete with local or toll-free Canadian fax numbers, monthly page allotments, and digital delivery confirmations. It sounds convenient until your business needs change, your team shrinks, or you realise you are paying for capacity you no longer use.
Cancelling eFax can be straightforward, but the service has built-in traps that catch Canadians off guard. Unused credits vanish. Refunds are rare. Free trials can auto-convert to paid plans without clear warning. At Yafee, we help you navigate these pitfalls and recover what you are owed.
Why canadians cancel eFax
You might cancel because your business moved to cloud-based document workflows, you consolidated vendors, or you simply discovered you send fewer faxes than your plan covers. Others cancel because they activated during a free trial, forgot about it, and were billed without consent. Whatever your reason, Yafee knows the cancellation process and the legal protections you have.
Key facts before you start
eFax's Canadian terms state that activation fees, monthly charges, and annual prepaid amounts are non-refundable. Unused page credits expire and have no cash value. If you cancel mid-cycle, you do not receive a prorated refund. However, Canada's consumer protection laws give you leverage if the service was misrepresented, if you were enrolled without clear consent, or if the company fails to process your cancellation. Yafee recommends reviewing your cancellation confirmation before accepting eFax's no-refund stance.
EFax pricing plans in canada
Understanding your plan helps you calculate what you might recover and identify overpayment opportunities before you cancel.
| Plan | Price (CAD) | Billing cycle | Pages per month | Setup fee | Best for |
|---|---|---|---|---|---|
| eFax Plus | $12.49 | Monthly | 150 in + 150 out | $10 | Small business or occasional users |
| eFax Plus annual | $10.41 per month | Annual (paid upfront) | 150 in + 150 out | $10 | Committed users seeking savings |
| eFax Pro | $24.99 USD approx. | Monthly | 275 in + 275 out | Varies | Teams needing more capacity |
| eFax Protect (HIPAA) | $50.00 USD approx. | Monthly | 1,000+ pages (tiered) | Varies | Healthcare and regulated industries |
| Overage charges | $0.10 per page | As incurred | Beyond plan limits | N/A | Unexpected costs to watch for |
Should you cancel eFax right now
Before you proceed with cancellation, assess whether eFax truly no longer serves your needs or whether a downgrade might better suit your current usage.
Reasons to cancel immediately
Cancel if you no longer send or receive faxes, if you have switched to an alternative document management platform, or if you signed up for a free trial and do not want to proceed to a paid account. You should also cancel if eFax charged you without your explicit consent or if the service was activated through a third-party sign-up without clear disclosure of billing terms.
Reasons to pause before cancelling
If you send occasional faxes and eFax Plus costs $12.49 per month, you might retain the account for rare compliance requirements or legacy business partners who still expect fax delivery. Verify whether you have prepaid annual credits or page allowances that would be forfeited upon cancellation. In these cases, using up your balance before you cancel may recover more value than cancelling immediately.
How to cancel eFax: step-by-step for each method
You have four cancellation routes. Choose based on how you signed up and whether you want a paper trail for evidence.
Method 1: cancel through the eFax web portal
This is the quickest path if you have an active account and no pending disputes. Your cancellation takes effect at the end of your current billing cycle unless you cancel during a free trial, which ends immediately.
- Log in to your eFax account at the main portal using your email and password.
- Visit the eFax login page and enter your credentials.
- If you have forgotten your password, use the "Forgot password" link to reset it.
- Navigate to account settings or subscription management.
- Look for "Account Details," "My Account," or "Settings" (usually in the top-right menu or dashboard).
- Select "Billing" or "Subscription" from the account menu.
- Locate the cancellation option.
- Search for "Cancel My Account," "Downgrade," "End Subscription," or "Close Account."
- Do not confuse this with "Pause" or "Temporarily disable," which are separate options.
- Follow the on-screen prompts and confirm your cancellation when prompted.
- eFax may ask you why you are leaving; answering is optional but helpful feedback.
- You may see an offer to downgrade instead; decline if you want to cancel outright.
- Receive your cancellation confirmation.
- A confirmation page appears on screen immediately.
- Check your email for a confirmation message containing your cancellation reference number within 24 hours.
- Save this email in a secure folder; you will need it if a refund dispute arises.
Method 2: cancel by email or contact form
If the web portal is inaccessible, your account is locked, or you prefer a written record of your cancellation request, contact eFax directly by email.
- Locate the correct support email address.
- Visit eFax's official website and navigate to "Contact Us" or "Support."
- Use the primary support email listed; do not reply to promotional emails.
- Compose your cancellation email.
- Subject line: "eFax account cancellation request - [Your Account Number]"
- Include your full name, email address associated with your account, and account number (found in your invoice or account settings).
- State clearly: "I request immediate cancellation of my eFax account effective immediately" or "at the end of my current billing cycle on [date]."
- Do not use vague language; specificity creates evidence for any later dispute.
- Send the email and retain proof of delivery.
- Use your email client's "read receipt" or "request delivery confirmation" feature.
- Screenshot the sent message and any delivery confirmation.
- Wait for a response within 3 to 5 business days.
- Verify cancellation in writing.
- Once you receive confirmation, forward it to your personal email archive for permanent record.
- Log back into your eFax portal to confirm your account status has changed to "cancelled" or "inactive."
Method 3: cancel by phone
Speaking to a representative by phone allows you to ask clarifying questions about refunds and ensure your cancellation is processed immediately.
- Locate eFax's Canadian customer service number.
- Visit eFax's official website and find the "Contact" or "Support" page.
- Look for a phone number listed for Canada or toll-free (1-800-xxx-xxxx format).
- Note the hours of operation; eFax support may not be available 24 hours every day.
- Prepare your account information before you call.
- Have your account email, account number, and any recent invoice visible.
- Write down your cancellation reason in one sentence so you can explain it clearly.
- Note the current date and time so you can record this information in your records.
- Call and request cancellation.
- When the representative answers, state: "I would like to cancel my eFax account effective immediately."
- Verify that your cancellation has been processed and ask for a confirmation reference number.
- Ask whether any refund is available; if the representative says no, note their name and the time.
- Document the call.
- Immediately after the call, send a follow-up email to eFax's support address: "Per our phone conversation on [date] at [time], I requested cancellation of my account [account number]. Reference number: [number provided]. Please confirm in writing."
- Keep a record of the call including the date, time, representative's name, and key details discussed.
Method 4: cancel by registered mail
If eFax ignores your email or phone requests, or if you want the strongest possible legal evidence, send a cancellation notice by registered mail to eFax's Canadian headquarters.
- Prepare your cancellation letter.
- Use plain white paper and a standard format (date at top, then the address, salutation, body, and signature).
- Include your full name, account email, account number, and the phrase: "I hereby request cancellation of my eFax account effective immediately. Please confirm this cancellation in writing within 5 business days."
- Sign and date the letter.
- Keep a copy for your records.
- Send via registered mail with return receipt.
- Visit Canada Post and purchase registered mail service with return receipt (Recommande A/R in French).
- This service costs approximately $15 to $25 and provides proof of delivery.
- Address your letter to eFax's registered agent or legal office in Canada (confirmed via their website or corporate registry).
- Retain your Canada Post receipt and the return receipt card once it is returned to you.
- Track your shipment.
- Use Canada Post's tracking system to confirm delivery within 7 to 10 business days.
- Once delivered, save the tracking confirmation.
- Follow up if you do not receive written confirmation.
- If eFax does not reply within 10 business days of delivery, send a second registered letter or escalate to the consumer protection authority.
- Yafee advisors recommend this escalation step when companies ignore formal cancellation requests.
Your legal position under canadian consumer protection law
Your right to cancel and obtain a refund is protected under federal and provincial consumer protection frameworks. Understanding these rights strengthens your negotiating position if eFax refuses to cancel or disputes your refund claim.
Federal framework: consumer protection act (Canada)
Under the federal Consumer Protection Act, you have the right to cancel an online purchase within 14 calendar days of receiving confirmation of the agreement. This right applies if you did not shop in person or by telephone. If eFax was purchased online and you cancel within 14 days, you are entitled to a full refund of all charges except non-refundable delivery costs. Free trials that auto-convert to paid subscriptions without your explicit consent may be deemed misrepresented, triggering cancellation and refund rights.
Provincial protections in your province
If you live in Ontario, British Columbia, Alberta, or Quebec, your provincial consumer protection legislation may provide additional safeguards. Ontario's Consumer Protection Act prohibits negative-option billing (automatic renewal) without clear written consent before charging. If eFax enrolled you in a recurring charge without complying with this requirement, you may recover all charges paid since the violation. Similar rules apply in other provinces. Yafee encourages you to verify your province's specific rules before accepting eFax's refusal to refund.
Your legal position if eFax refuses to cancel or refund
You have grounds to escalate if: eFax charged you without clear disclosure of recurring billing; you did not receive cancellation confirmation within 7 business days; eFax did not honour your cancellation request submitted within 14 days of purchase; or eFax charged overage fees without your prior written consent. In these cases, file a complaint with your provincial consumer protection authority (such as the Ontario Ministry of Government and Consumer Services or equivalent) or the Canadian Competition Bureau. Yafee has seen Canadian consumers recover hundreds of dollars through formal complaints when companies ignore cancellation requests.
Common mistakes to avoid when cancelling eFax
You are taking the right step by learning the cancellation process before you act. Most Canadians make easily preventable errors that delay refunds or create disputes.
Mistake 1: assuming cancellation is instant
Cancelling through the web portal does not always stop charges immediately. Most subscriptions terminate at the end of the current billing cycle, meaning you may be charged one more time after you submit your cancellation request. If you are billed after cancelling, contact eFax within 30 days and request a reversal of that final charge. Save your cancellation confirmation email to prove you cancelled before the charge was applied.
Mistake 2: cancelling without proof
If you cancel verbally or informally without a record, eFax can claim they never received your request. Always use a method that produces a written confirmation: the web portal (save the confirmation page), email (with read receipt), or registered mail (with tracking). Yafee advises screenshotting every cancellation confirmation and forwarding it to your personal email account for permanent archival.
Mistake 3: forgetting to downgrade instead
Some Canadians accidentally close their account when they only intended to switch to a lower-tier plan. Before you confirm cancellation, verify that you truly want to stop using eFax entirely, not just reduce your page allowance or switch to a monthly plan from an annual commitment.
Mistake 4: ignoring overage charges
If your account still had active service when you exceeded your monthly page limit, you may have been charged overage fees ($0.10 per page). These charges are often missed because they appear separately from your subscription fee. Review your final invoice line by line and dispute any overage charges you did not authorise.
What happens after you cancel eFax
Cancellation is not complete the moment you click "confirm." You must verify a few details to ensure your account is truly closed and you are not billed again.
Immediate post-cancellation steps
Within 24 hours of cancellation, log back into your eFax account and verify that your account status shows as "cancelled," "inactive," or "closed." If you can still access the full account and send or receive faxes, contact eFax immediately and report that the cancellation did not process. Request a second confirmation and a specific date and time when your access will terminate.
Monitor your bank or credit card statement
Check your statement 2 to 3 days after your expected cancellation date. If eFax charged you after your cancellation date, take a screenshot of the charge and log a dispute with your bank immediately. You have up to 120 days from the transaction date to file a chargeback if eFax refuses to reverse the charge. Most Canadian banks respond to chargeback disputes within 30 days, with your money typically restored within 60 days if the dispute is upheld.
Request written confirmation of cancellation
If you cancelled by phone or in-person, send a follow-up email to eFax's support address: "I cancelled my account on [date] per reference number [number]. Please send written confirmation that my account is permanently closed and all recurring charges have been halted." Yafee recommends this step because it creates a paper trail; if a charge appears later, you have proof that you formally cancelled.
Refund eligibility and timeline
eFax's standard policy states that monthly charges, activation fees, and annual prepaid amounts are non-refundable. However, Canadian consumer protection law may override this policy in specific scenarios.
When you may receive a refund
You are entitled to a refund if you cancel within 14 days of first purchase under the federal Consumer Protection Act. You may also recover charges if you were enrolled without your express written consent (a violation under Ontario, British Columbia, and other provincial consumer protection acts). If eFax failed to provide cancellation within a reasonable timeframe (typically 10 business days) after you submitted your request, you may be entitled to compensation. Additionally, if you were misled about the service's functionality or the terms of cancellation, the Competition Bureau may direct eFax to issue refunds.
Refund timeline and procedure
If eFax agrees to refund, request that they process it within 7 business days. Most credit card companies and banks require that refunds appear within 5 to 10 business days after eFax initiates them. If your refund does not appear after 14 days, contact eFax's support team and ask for a refund status update, including the transaction reference number. If eFax continues to delay, escalate to your bank and file a complaint with your provincial consumer protection authority.
Comparing eFax to alternative services
Before you cancel entirely, consider whether a competitor might serve you better.
| Service | Starting price (CAD) | Pages per month | Cancellation policy | Best for |
|---|---|---|---|---|
| eFax Plus | $12.49 | 300 pages | Non-refundable; 14-day right to cancel | Small business, occasional users |
| HelloFax | $9.99 USD | Unlimited sends, 50 receives | Month-to-month, cancel anytime | Users who send more than receive |
| Faxburner | $7.99 CAD | 100 pages | Month-to-month, no setup fee | Budget-conscious light users |
| RingCentral (Fax module) | $25.00 CAD | 500+ pages (tiered) | Month-to-month; integrated with VoIP | Businesses needing voice and fax |
| Microsoft 365 (Print to PDF) | $8.25 CAD per month | No fax; email-based workflow | N/A | Cloud-first, document-centric teams |
Why switch to an alternative
If you are cancelling because eFax is too expensive, HelloFax or Faxburner may offer lower entry pricing. If you need a unified communications platform, RingCentral integrates fax with phone, messaging, and video in a single dashboard. If your team has already transitioned to cloud workflows, Microsoft 365 or Google Workspace may eliminate the need for fax service altogether by routing documents through email and cloud storage instead.
Escalation: what to do if eFax refuses to cancel
If eFax ignores your cancellation requests or disputes your refund claim after 14 business days, escalate formally.
File a complaint with your provincial consumer protection authority
Contact your province's consumer protection office. Ontario residents file with the Ministry of Government and Consumer Services; British Columbia residents use the Office of the Consumer Advocate; Alberta residents contact Fair Trading Act administrators; and Quebec residents contact the Office of the Protecteur du Consommateur. Provide your cancellation dates, proof of requests (emails, screenshots, registered mail receipts), and details of any charges you dispute. Most consumer protection authorities have authority to compel businesses to refund or cease collection practices.
File a complaint with the canadian competition bureau
If eFax violated the Consumer Protection Act by using unfair practices (such as failing to disclose recurring billing or ignoring cancellation requests), report this to the Competition Bureau at www.competitionbureau.gc.ca. The Bureau investigates systemic violations and can seek recovery for affected consumers. Yafee has seen the Competition Bureau order refunds for hundreds of affected customers when companies ignore cancellation rights.
Dispute the charge with your bank
If eFax charged you after you cancelled and refuses to refund, contact your bank and file a chargeback dispute. You have 120 days from the transaction date to initiate this process. Provide your bank with all cancellation confirmation emails, screenshots of your cancelled account status, and proof of any correspondence with eFax regarding the charge. Banks typically rule in your favour if you can demonstrate that you submitted a valid cancellation request before the disputed charge was applied.
EFax cancellation checklist
Use this step-by-step checklist to ensure you have completed every task necessary for a clean cancellation.
| Task | Status | Completion date |
|---|---|---|
| Verify your current eFax plan and billing date | Not started / In progress / Complete | |
| Back up any faxes or documents you need from your account | Not started / In progress / Complete | |
| Choose your cancellation method (portal, email, phone, or mail) | Not started / In progress / Complete | |
| Submit your cancellation request and save all confirmations | Not started / In progress / Complete | |
| Wait 7 business days and verify account status in the portal | Not started / In progress / Complete | |
| Monitor bank or credit card statement for unexpected charges | Not started / In progress / Complete |
Contact information and mailing address
If you need to reach eFax to cancel or escalate a refund dispute, use the following contact methods.
EFax canada customer support
Visit eFax's official website to locate the most current Canadian support email address and phone number. Most eFax support requests are handled via their online contact form or by email to [email protected] or a region-specific address. For urgent matters, use the toll-free phone line listed on their Canadian support page. Response times typically range from 3 to 5 business days for email and immediate for phone calls during business hours.
Registered mail address (if required)
If you choose to send a cancellation notice by registered mail, address it to eFax's legal agent or registered office in Canada. This address is usually listed on their website under "Legal" or "Contact Us." If you cannot locate it, search the corporate registry for your province (Ontario Business Registry, BC Corporate Registry, etc.) using the name "eFax" or its parent company. Yafee recommends confirming the address with eFax before sending registered mail to ensure your letter reaches the correct department.
Final thoughts: you are not alone in cancelling eFax
Cancelling a subscription service can feel like navigating a maze of policies, terms, and automated systems. The process does not need to be frustrating. By following the methods outlined in this guide, you establish clear evidence of your cancellation request and understand your legal rights under Canadian consumer protection law. If eFax fails to respect your cancellation, provincial authorities and the Competition Bureau have the power to compel refunds and halt future violations.
Yafee has helped thousands of Canadian consumers cancel unwanted subscriptions and recover refunds they were initially denied. Whether you are cancelling because your business needs have changed or because you were charged without consent, you have legal protections. Document every step, keep all confirmations, and do not hesitate to escalate if the company does not respond. Your consumer rights are not optional; they are guaranteed by law. Visit Yafee today to learn more about protecting yourself against hidden charges and subscription traps across the digital services you rely on.