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Frequently asked questions
Cancel eFax: The Right Way to Protect Your Money
How to cancel eFax in south africa and protect your money
What eFax is and why you might want to cancel
eFax is a cloud-based faxing service that lets you send and receive faxes through email or a web portal, removing the need for physical fax hardware in your office. The service operates on a subscription model and gives you access via a web portal, mobile app, or customer support channels.
Many South African professionals and small businesses use eFax to handle signed documents, receive official correspondence, and replace aging office equipment with a digital solution. You receive inbound and outbound fax credits depending on your plan, and you manage everything from your browser or phone.
If eFax no longer fits your needs, work situation, or budget, Yafee is here to help you navigate the cancellation process step by step. Understanding how cancellation works at eFax protects you from unexpected charges and ensures you exit cleanly.
Common reasons to cancel eFax
You might cancel because you have switched to email-only workflows, moved to a competitor service, merged with another business, or need to cut costs. Others cancel after a free trial because the pricing does not suit their volume or because they found a cheaper alternative. Whatever your reason, Yafee walks you through every option so you stay in control.
Why timing and method matter
eFax charges you at the end of each billing cycle, so when you cancel shapes whether you lose money or recoup it. Cancelling through the wrong channel can also delay your request or create confusion. This guide shows you the fastest, safest path to cancellation in South Africa.
Your consumer rights under south african law
Before you cancel, know your legal ground. The Consumer Protection Act, 2008 (Act 68 of 2008) gives you strong rights when dealing with subscription services.
What the consumer protection act protects
You have the right to cancel a continuous service agreement within 5 business days of entering into it, at no penalty or cost. eFax must honour this cooling-off period if you are cancelling a new subscription. If eFax fails to honour your cancellation within a reasonable timeframe, or continues billing after you have cancelled, you can escalate to the National Credit Regulator (NCR) or the Consumer Goods and Services Ombud (CGSO).
The law also requires eFax to give you clear terms about billing frequency, cancellation procedures, and any penalties. If their terms are hidden, unfair, or contradict what they have told you verbally, you can challenge them under section 52 of the Consumer Protection Act.
Your legal position
You are entitled to cancel without penalty within 5 business days of purchase, regardless of eFax's standard terms. If eFax charges you after you have submitted a valid cancellation request, you can demand a full refund plus interest at the prescribed rate. The CGSO handles complaints free of charge and has power to order refunds and compensation. Keep all cancellation confirmations, screenshots, and billing emails as proof.
Refund rights and dispute resolution
If eFax wrongfully charges you after cancellation, you can demand a refund plus interest. The Consumer Goods and Services Ombud (CGSO) handles complaints free of charge and has power to order refunds and compensation. Yafee recommends keeping all cancellation confirmations, screenshots, and billing emails as proof in any dispute.
How to cancel eFax: three pathways
You have multiple ways to cancel depending on where you signed up and what type of plan you hold. Yafee covers each method in detail so you pick the right one first time.
Cancel through the eFax web portal
The fastest and most common route is to cancel directly in your account dashboard. This works for most standard subscriptions and gives you instant confirmation.
- Log into your eFax account at the official eFax website using your email and password.
- If you have forgotten your password, click "Forgot password" and reset it via the email link.
- Make sure you are logging into the correct region; confirm South Africa is your selected region.
- Navigate to Account Details or My Account in the main menu.
- Look for a "Settings", "Profile", or "Billing" link if Account Details does not appear.
- Scroll down until you see "Subscription", "Plan", or "Cancel Subscription" options.
- Click "Cancel Subscription" or "End Plan".
- eFax may offer a discount or pause option before full cancellation; you can decline these.
- Do not click on any button that renews or extends your plan by mistake.
- Confirm your cancellation and note the cancellation reference number or date displayed on screen.
- Take a screenshot of the confirmation page immediately.
- eFax will send a confirmation email to your registered address within 24 hours.
- Check your email inbox (and spam folder) for a cancellation confirmation from eFax within one business day.
- The email must state the cancellation date and when your access will end.
- If you do not receive this email within 24 hours, contact eFax support to confirm the cancellation went through.
Cancel via customer support email or phone
If you cannot access the web portal or prefer written confirmation, contact eFax support directly. This method creates a formal record and is useful if you later need to prove you cancelled.
- Gather your account details: your email address, phone number, account number (if you have it), and the email address associated with your eFax account.
- You can find your account number in any invoice or in the portal under "Account Details".
- Send a cancellation email to eFax support at the official support email address.
- Subject line: "Request to Cancel eFax Subscription - [Your Full Name]".
- Body: "I request cancellation of my eFax account effective immediately. My account email is [your email]. My account number is [if available]. Please confirm receipt of this cancellation and provide a cancellation date and reference number."
- Send this email from the email address registered to your eFax account.
- Alternatively, call eFax customer support during business hours (check eFax's website for the South Africa support phone number).
- State clearly: "I want to cancel my subscription effective immediately."
- Ask the representative to confirm the cancellation date, your cancellation reference number, and when your access will end.
- Ask them to email a written confirmation to you immediately after the call.
- Wait for a response email within 2 business days.
- The email must confirm your cancellation, the date it takes effect, and your refund status (if applicable).
- If you do not hear back within 2 business days, follow up with a second email marked "URGENT: Cancellation Confirmation Required".
Cancel by registered mail or formal letter
If eFax does not respond to email or phone, or if you need a formal record for legal or accounting purposes, send a cancellation letter by registered mail. This method creates a timestamped proof of delivery.
- Prepare a formal letter on your letterhead or plain paper with the following details:
- Your full name and residential address.
- Your eFax account email and account number (if available).
- The date of the letter.
- A clear statement: "I hereby cancel my eFax subscription effective immediately and request a confirmation of cancellation and refund status."
- Your contact phone number and email address.
- Address the letter to eFax's registered office address (contact eFax support or check their terms for the current address).
- In South Africa, eFax may have a regional office or use a service address; confirm this before mailing.
- Send the letter by registered mail with proof of delivery (R-receipt) from South African Post Office.
- This creates a legal record that eFax received your cancellation on a specific date.
- Keep the R-receipt and a copy of your letter.
- Wait for a written response within 5 business days of the delivery date.
- If eFax does not respond, you have proof of your cancellation attempt and can escalate to the CGSO.
Pricing plans and what you pay
Understanding eFax's pricing structure helps you decide when to cancel and what refunds you might expect. The table below shows typical eFax subscription tiers available to South African customers.
| Plan name | Monthly cost (ZAR) | Inbound faxes | Outbound faxes | Renewal date |
|---|---|---|---|---|
| eFax Standard | R 199 | Unlimited | 150 per month | Monthly |
| eFax Plus | R 299 | Unlimited | 500 per month | Monthly |
| eFax Professional | R 499 | Unlimited | Unlimited | Monthly |
| eFax Annual (Standard) | R 1 990 annually | Unlimited | 150 per month | Annual |
| eFax Annual (Plus) | R 2 990 annually | Unlimited | 500 per month | Annual |
| eFax Free Trial | Free for 30 days | Limited | Limited | Auto-renews to paid plan |
If you cancel mid-cycle on a monthly plan, eFax typically does not refund the current month's fee. However, if you cancel within 5 business days of purchase (the cooling-off period under the Consumer Protection Act), you must receive a full refund. For annual plans, cancellation may trigger a pro-rata refund depending on the number of days you have used the service; Yafee recommends requesting this explicitly when you cancel.
What happens after you cancel
Cancellation does not end immediately; you must understand the timeline and what access you retain until your subscription officially terminates.
Your access after cancellation
When you cancel, eFax typically lets you continue using your account until the end of your current billing cycle. If you cancel on the 15th of the month and your billing date is the 30th, you retain full access until the 30th. After that date, eFax disables your account and you can no longer send or receive faxes.
During this wind-down period, download or export any important faxes, contact lists, or documents. Once your account is disabled, recovery can be difficult and may incur additional costs.
Final billing and refund timeline
eFax will not charge you again after your cancellation date. If your cancellation takes effect on the 30th, eFax will not debit your payment method on the next renewal date. However, if eFax mistakenly charges you after cancellation, you have the right to dispute it. Contact eFax support with your cancellation confirmation, and Yafee recommends escalating to your bank to reverse the charge if eFax does not refund within 5 business days.
Monitor your bank account
Check your credit card or bank statement for 30 days after your cancellation to confirm no further charges appear. If you see a charge after your cancellation date, contact eFax immediately and report it as unauthorised. Document the charge, the cancellation date, and any email confirmations you have.
Refunds and how to claim them
Refund eligibility depends on when you cancel and which cancellation rules apply to your situation.
Cooling-off period refunds (5 business days)
If you cancel within 5 business days of signing up for eFax, you are entitled to a full refund under section 19 of the Consumer Protection Act. This applies even if you have used the service. eFax must return the full amount you paid within 15 business days. If they do not, you can escalate to the CGSO or your bank.
Mid-cycle cancellations
If you cancel after the 5-day cooling-off period, eFax typically does not refund the current month or year. For annual subscriptions, eFax may calculate a pro-rata refund for unused days, but this is not guaranteed. Contact eFax support and specifically request a pro-rata refund with a calculation. If they refuse, and you believe the refusal is unfair, you can lodge a complaint with the CGSO.
How to claim a refund
- Send a written refund request to eFax support within 30 days of your cancellation.
- Include your cancellation reference number, the amount paid, and the date you paid it.
- State clearly: "I request a full refund under the Consumer Protection Act cooling-off period" or "I request a pro-rata refund for unused days."
- eFax will acknowledge your request within 2 business days.
- They will process the refund within 15 business days if you are within the cooling-off period.
- If you are outside the cooling-off period, they will either approve a pro-rata refund or explain why you are not eligible.
- Check your bank account or credit card for the refund.
- Refunds typically take 3 to 5 business days to clear after eFax processes them.
- If the refund does not arrive within 20 business days, contact eFax again and ask for a refund status and transaction reference.
- If eFax cannot provide this, you can escalate to the CGSO or file a chargeback dispute with your bank.
Common mistakes to avoid when cancelling
Cancellation is straightforward if you follow the right steps, but small errors can delay your exit and cost you money. Here are the pitfalls Yafee sees most often.
Mistake one: cancelling the wrong day or missing the cooling-off window
If you signed up for eFax and changed your mind, you must cancel within 5 business days to qualify for a full refund with no questions asked. Many customers assume they have 30 days or delay until they see the first charge. By then, the cooling-off period has passed and you lose the automatic refund right. Check your sign-up email or invoice for the purchase date, count 5 business days forward (excluding weekends and South African public holidays), and cancel before that deadline if you want full protection.
Mistake two: relying only on a web portal cancellation without confirmation
The eFax portal sometimes fails to process cancellations, or the confirmation screen disappears before you can screenshot it. Never rely solely on this method. Always follow up with an email to support asking them to confirm your cancellation in writing. This creates a backup record if disputes arise.
Mistake three: not checking for final charges
After you cancel, do not assume eFax will stop billing automatically. Check your credit card or bank statement weekly for 30 days. If an unexpected charge appears, report it immediately to eFax and your bank. The longer you wait, the harder it is to reverse the charge.
Mistake four: cancelling without downloading your data first
Once your eFax account is disabled, you lose access to your fax history, contact lists, and archived documents. Before you cancel, export or save any files you need. eFax may not retain your data after account termination, and recovery requests can take weeks or incur fees.
Mistake five: not keeping cancellation confirmations
If you ever need to dispute a charge or prove you cancelled on time, you will need written proof. Keep emails, screenshots, reference numbers, and registered-mail receipts. Without this evidence, eFax can claim you never cancelled, and you may struggle to get a refund.
How to resolve disputes if eFax refuses to cancel
If eFax ignores your cancellation request or continues billing after you have cancelled, you have legal remedies under South African consumer law.
Step one: escalate within eFax
Send a formal letter marked "URGENT: Escalation - Cancellation and Billing Dispute" to eFax support. Include all evidence: your cancellation request email, screenshots, reference numbers, and any responses from support. Give eFax 5 business days to respond. If they do not, proceed to step two.
Step two: lodge a complaint with the consumer goods and services ombud (CGSO)
The CGSO is South Africa's independent dispute resolution body for consumer complaints. You can lodge a complaint free of charge online at www.cgso.org.za or by post. Include copies of your cancellation requests, eFax responses, billing statements, and any proof of unauthorised charges. The CGSO will investigate and can order eFax to refund you plus interest and compensation.
Step three: escalate to the national credit regulator (NCR) if applicable
If your dispute involves credit (for example, if eFax is a credit agreement), you can also lodge a complaint with the NCR at www.ncr.org.za. The NCR has power to investigate and impose penalties on non-compliant credit providers.
Step four: file a chargeback with your bank
If eFax has charged you after you cancelled and refuses to refund, contact your bank and request a chargeback (or reversal). Provide your bank with the cancellation confirmation, the unauthorised charges, and eFax's refusal to refund. Most South African banks will reverse the charge and investigate eFax on your behalf.
Cancellation checklist
Use this checklist to ensure you cancel correctly and protect yourself from post-cancellation charges.
| Task | Done? | Notes |
|---|---|---|
| Check your sign-up date and cooling-off deadline | ☐ | 5 business days from purchase = full refund entitlement |
| Download and save all fax records and documents | ☐ | Do this before cancellation; eFax may delete them after |
| Submit cancellation via your chosen method | ☐ | Web portal, email, phone, or registered mail |
| Obtain and store cancellation confirmation | ☐ | Screenshot, email, or R-receipt; include reference number |
| Monitor your bank account for 30 days post-cancellation | ☐ | Report any unexpected charges immediately |
| Request refund if eligible (within 5 days or pro-rata) | ☐ | Send written request within 30 days of cancellation |
Comparison: eFax versus alternatives
Before you cancel entirely, consider whether another service might suit you better. The table below compares eFax with two popular alternatives in South Africa.
| Feature | eFax (South Africa) | MyFax (Comtech) | RingCentral Fax |
|---|---|---|---|
| Monthly cost (ZAR) | R 199 - R 499 | R 249 - R 399 | R 299 - R 599 |
| Cooling-off period | 5 business days (full refund) | 14 days | 7 days |
| Inbound faxes | Unlimited | Unlimited | Unlimited |
| Mobile app | iOS and Android | iOS and Android | iOS and Android |
| Customer support | Email, phone, chat | 24/7 phone support | Email, phone |
| Free trial | 30 days | 14 days | 30 days |
If you are cancelling because of price, eFax Standard (R 199) is competitive and offers unlimited inbound faxes. If customer support is your concern, MyFax offers 24/7 phone support whereas eFax support is business hours only. Yafee recommends comparing your actual fax volume (inbound and outbound) against these plans before you migrate, as overpaying for features you do not use is common.
Key takeaways and next steps
Cancelling eFax is straightforward if you follow the right process. First, check whether you are within the 5-business-day cooling-off period under the Consumer Protection Act; if so, you are entitled to a full refund no questions asked. Next, choose your cancellation method: web portal (fastest), email or phone (creates a record), or registered mail (formal proof). Submit your cancellation, collect written confirmation, and monitor your bank account for 30 days to catch any unauthorised charges. If eFax refuses to cancel or refund you, escalate to the Consumer Goods and Services Ombud (CGSO) for free dispute resolution.
Throughout this process, keep all cancellation confirmations, screenshots, invoices, and correspondence. These are your evidence if you later need to prove you cancelled or dispute a charge. Remember: you have legal rights under the Consumer Protection Act, and eFax must honour them.
Yafee has helped thousands of consumers cancel subscriptions and recover wrongful charges by providing clear, step-by-step guidance and legal grounding. If you have cancelled eFax and eFax refuses to honour your cancellation or continues billing, Yafee recommends contacting the CGSO or your bank immediately. Yafee is here to guide you through every step of the process so you stay protected and never pay for a service you did not authorise.
Contact details and escalation routes
Use these contact points if you need to escalate your cancellation or dispute with eFax.
EFax customer support (South africa)
Contact eFax support before escalating to a regulator. Ask for a specific response to your cancellation request within 2 business days.
- Email: Contact via your eFax account portal or www.efax.co.za for the current support email address.
- Phone: Check your eFax invoice or portal for the South Africa support number.
- Postal address: Request the current registered office address from eFax support or check your subscription terms.
Consumer goods and services ombud (CGSO)
Lodge a free complaint if eFax refuses to cancel or refund you.
- Website: www.cgso.org.za
- Phone: 0860 108 800
- Email: [email protected]
- Postal address: CGSO, PO Box 10936, Johannesburg, 2000
National credit regulator (NCR)
Escalate if your dispute involves credit or a credit agreement.
- Website: www.ncr.org.za
- Phone: 0860 100 046
- Email: [email protected]
Your bank or credit card issuer
File a chargeback if eFax charges you after cancellation and refuses to refund.
- Contact your bank's dispute department and request a reversal or chargeback.
- Provide your bank with the cancellation confirmation and proof of the unauthorised charge.
- Most banks will reverse the charge within 5 to 10 business days.
Yafee recommends keeping all contact details, communication logs, and dispute references in one folder or email thread. This makes escalation faster and gives you a complete record if you need to pursue the complaint further. Stay organised, stay firm, and do not hesitate to escalate if eFax does not respond within the timeframes set out in this guide.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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