Trial period
When you sign up for a service contract or purchase a cell phone remotely (such as online or over the phone), you are entitled to a trial period of at least 15 days according to the CRTC Wireless Code. On this page, we explain what the trial period means for consumers, when it begins depending on your situation, and when it does not apply.
When does the trial period apply?
This period applies when an individual enters into a service contract or purchases a device remotely – for example, online, by phone, or via email.
The trial period gives you at least 15 calendar days to cancel your purchase or contract. Under Canadian regulations, you have the right to cancel your service without penalty and without needing to provide a specific reason. There is no requirement for the product or service to be faulty for you to change your mind. While a provider can offer a longer trial period than 15 days, they cannot offer less – 15 days is the legal minimum.
Extended period for persons with disabilities
If you are a person with a self-identified disability, the Wireless Code mandates that your trial period be extended to at least 30 calendar days. This is to ensure you have sufficient time to determine if the device and service meet your specific accessibility needs. During this period, the permitted usage limits are also doubled.
When does the trial period start?
For products (cell phones and hardware)
For devices purchased remotely, the trial period begins on the date the product is delivered to you. You then have up to 15 days to test the device and the network coverage to ensure they meet your needs.
Example: If you buy a new cell phone and receive the package on March 2, you have until March 17 to cancel the purchase.
For services
If you have signed up for a bring your own phone plan remotely, the trial period starts on the day your service is activated (which, for many modern eSIM-compatible plans, occurs immediately upon completing your online order).
Example: If your service is activated on April 3, your trial period begins that day, and you have the right to change your mind until April 18.
When does the trial period not apply?
- If you purchase a device or service in person at a retail store. (Note that while the Wireless Code’s mandatory trial period only applies to remote sales, many Canadian providers voluntarily offer similar return policies for in-store purchases. It is always best to ask the sales representative for their specific store policy before signing.)
- If you purchase a product or enter into a contract as a business owner (commercial accounts).
- If you notify the provider that you have changed your mind after the 15-day trial period has expired.
Does the trial period apply to business customers?
Under the CRTC Wireless Code, the 15-day trial period generally applies to small business customers just as it does to individual consumers. This ensures that small business owners have the same opportunity to test their devices and network coverage to make sure they meet their professional needs.
However, these protections typically do not extend to:
- Large corporations or enterprises with custom-negotiated commercial contracts.
- Corporate accounts where specific return and cancellation terms are defined in a separate master service agreement.
If you are a business customer, we recommend checking your Critical Information Summary or contacting your account representative to confirm the specific trial and return policies for your account.
Your provider must inform you about the trial period
The Wireless Code requires any company selling telecommunications services to inform consumers about their right to cancel and the applicable terms. This information must be presented in a clear and easy-to-understand manner, typically within your Critical Information Summary.
If the provider does not inform you about the trial period at the time of purchase, the period may be extended. Your 15 days will then start from the date the provider actually provides you with the mandatory information and terms.
How to cancel a purchase during the trial period
You generally have the option to inform your provider that you wish to cancel via email, mail, or phone. However, it is always better to cancel in writing and keep a copy as evidence. If a misunderstanding arises, it is your responsibility as the customer to prove that you notified the provider of your decision within the trial period. When sending important notices, using registered mail or a dated email is highly recommended.
Tip! Always save a copy of your cancellation message or request a confirmation number from the provider.
If you choose to notify the provider through their website, you should receive a written confirmation (such as an email) as soon as possible. If you cancel by phone, it is particularly important to request a written confirmation or a reference number that includes the date of your request. Without this, it can be difficult to prove what was agreed upon in the event of a dispute.
Refunds and usage charges
For a product
The seller must refund the cost of the device and any standard shipping fees you paid at the time of purchase. To qualify for a full refund, the device must typically be returned in “near-new” condition, including the original packaging and all accessories (manuals, cables, etc.) that were included in the box. If the device is damaged or missing components, the provider may refuse the return or deduct a restocking fee.
Note that you may be responsible for the cost of return shipping. If the seller did not inform you of this requirement before the purchase, you can request that they cover the return postage.
For a service
If you cancel a service for which you paid a deposit, you should receive that deposit back. However, if you cancel a service that has already been activated at your request, you should expect to be billed for the portion of the service you used during the trial period.
