Service Cancellations

To cancel your individual services, please submit a cancellation request through the portal at mysau.com.au

By doing this, we can ensure that we have the correct information about the service you wish to cancel and prevent any discrepancies. 

The portal will also provide final payout details, if applicable. Please note that we have a strict 30-day cancellation policy, and any outstanding invoices

prior to the service cancellation will still be due and payable. For example, if you only require a server for one month, you should request cancellation within 48 hours of placing your initial order and receiving the service. The service will continue to be active for the entire 30-day period during the cancellation process.

Instructions for cancelling services via the mySAU portal

Please go into the mySAU Portal dashboard with each service product that requires cancellation and follow the steps:

For standard services: (Dedicated servers, Colocation, Cloud and Virtual Data Centre, Storage products)

• Services> Actions (3 dots)> Cancel this service. 

If you have add-ons with the service you are cancelling this will automatically cancel. i.e. Data Packs, Licenses, Backup services etc.

For your Monitoring and Maintenance (MMA) cancellation:

• Services> Management> Monitored Servers>  Match the linked server ID >Actions (3 dots) > Cancel this service.

For your Professional Services Agreement (PSA)cancellation:

• Support>Management> Manage Plan> Cancel PSA. 

Cancelling add-ons only:

• If you wish to cancel an add-on associated with a service and not the main product, i.e a data pack or reduce the number of licenses on your account please create

a case in the mySAU Portal for the Billing Team, and we will be able to assist you.

Cancelling a Domain:

• To cancel a domain renewal on your account please go into the mySAU Portal dashboard with each Domain please select the Disable Auto Renew on the service within the 30, 60, or 90-day email notice period before the invoice renewal is generated.

If the renewal Invoice has already been raised but is showing as unpaid, and you do not want to renew, please open a case in the mySAU Portal for the Billing Team, and we will be able to assist you.

If the renewal invoice receives payment, the renewal process is automatic on paymentand you will still need to disable the auto-renewal of this domain for the next billing period.

Help! My domain has expired and I need to renew it:

If this domain is within a grace period where we can reactivate please contact our team via the my SAU Portal case or call us on +61 2 8115 8888 and when prompted, select the billing department. 

Reactivation of Expired Domain within the grace period will require an automatic payment method to process, please add a credit card or a PayPal billing agreement to your mySAU Portal account before calling our billing department.

Virtual Data Centre - Software and Backup specific cancellation requirements

If you delete or remove a Virtual Machine from inside your vCloud Director interface this will not automatically terminate any Software Licenses. These need to be manually cancelled via the mysau.com.au portal.

If you decide to terminate all your VDC resources please note this does not terminate the Backups. Backup services also need to be cancelled individually.  

If you have placed a cancellation request and no longer wish to cancel this service and continue the use of this product:

Please contact our team before the notified termination date of the service via a support case in the mySAU Portal or call us on +61 2 8115 8888 and when prompted, select the billing department.