Are you considering cancelling your business’ service?

If you require assistance in exploring alternative options that might better suit your needs, or if you wish to proceed with the cancellation, refer to this article for more information.

Why are you thinking about canceling your business’ service?

Help us find the best solution for you.

The technology we use is constantly evolving, and our services evolve with it. If the service you have is no longer the most suitable, find a solution tailored to your new needs. Talk to our experts.

If you are changing your business address, you can transfer your NOS service to the new address. Find out what you need to do here.

If you are having difficulty paying for your services, we can work together to find the best payment arrangement. Learn what you need to do here.

We are attentive to the specific needs of our customers and have special solutions in the case of incapacity of the service holder, equal to or greater than 60%, proven with the Multipurpose Disability Medical Certificate.

If you no longer wish to have the service in your name, you can transfer it to someone else. Find out how you can make the change here.

What you need to know

Talk with a NOS specialist to find the best solution

The quickest and most convenient way to find out whether we have a better solution for you or how to cancel your services, is to contact our helpline.

If you are still within the loyalty period, canceling may incur additional costs

Please check in your contract if you are still within your loyalty period.

If you cancel your service before the end of this period, you may have to pay an amount that varies depending on the offers you received and the remaining months of the contract.

If you are within the loyalty period, you can check the amount to be paid in the NOS App or Customer Area. Our expert will also give you this information.

Remember to submit your cancellation request with the necessary notice

Based on the information provided by the NOS expert, including the estimated amount to be paid and the service deactivation date, among others, you will then need to submit to us the written cancellation request.

The final bill will depend on the date you formalised the cancellation. If you cancelled within 10 days before the end of the billing period (which you can check on your bill), your services will be active for an additional month. For example, if the billing period ends on January 20th, to avoid paying for an extra month, you must submit the cancellation request by January 10th.

Once we receive the written cancellation request document, we will send you an SMS to your primary number within 3 business days, confirming receipt and scheduling of deactivation date of your services.

Return the devices which are NOS property

You have a 30-day period after the service deactivation to return the devices  which are NOS property. Failure to do so, will entail paying compensation for the unreturned devices.

FAQ

I am a sole proprietorship. In what situations can I cancel without cost during the loyalty period?

There are situations beyond our control that we would not want to happen. In these situations, you can terminate the contract with us without any financial impact on you.

As a sole proprietorship, you will not have to pay to cancel the contract before the end of the loyalty period if the person on whose behalf the contract is:

  • Death: The representative should send the death certificate.
  • Incapacity for Work: becomes permanently or temporarily unable for more than 60 days and experiences a loss of monthly income (equal to or greater than 20%), a multi-use medical certificate, sick leave, or a statement from Social Security and the bank confirming the situation should be provided.
  • Absence from Service Address: If the person is absent from the service address due to incapacity, prolonged illness, or dependence on care provided by a third party (such as moving to a nursing home),  proof of entry into the nursing home or other supporting documents should be provided.
  • Loss of Monthly Income: In case of a loss of monthly income (equal to or greater than 20%), documents from social security and the bank should be provided to confirm the situation.
  • Insolvency: In the event of insolvency, a declaration of insolvency issued by the court should be provided.
  • Unavailability Due to Accident or Natural Disaster: If the services are no longer available due to an accident or natural disaster, confirmed by the fire department or the police.
  • Service interruption Not Attributable to the End User: If there is a service interruption for reasons not attributable to the end user for more than 15 days after reporting the situation.
  • Eviction: If the person is evicted from their home or receive an eviction order, they should provide proof issued by the National Renting Desk or a court judgment.
  • Change of Residence Abroad: If there is a change of residence abroad, proven by a work contract or a certificate from the new residence.
  • Change of Residence Where NOS cannot ensure service: If there is a change of residence to a location where NOS cannot ensure the provision of the contracted service or an equivalent service, namely in terms of features, at the new address.

If you find yourself in any of these situations, what should you do?

  1. Call 16100 and choose the 'Contract Deactivations' option to speak with a member of our specialized team. 
  2. Gather the following documents:
    • Contract termination request form. This form must be signed by the person on whose behalf the contract is, and the signature must match that on their identification document;
    • Document proving your current situation which allows to terminate the contract.
    • Photocopy of an identification document with a signature. If you prefer not to send a photocopy of the document, you can jut send the termination form. In this case, your signature must be notarized by a notary or recognized by a lawyer. Alternatively, you can visit a store and fill out the personal data confirmation form and present the identity document.
  3. Submit the documents:
    • through the online form, by selecting the option ''Enviar documentos para cessação contratual"
    • at a NOS store;
    • By mail to Apartado 52111, EC Campo Grande, 1721-501 Lisboa.
I am a Company. In what situations can I cancel without cost during the loyalty period?

There are situations beyond our control that we would not want to happen. In these situations, you can terminate the contract with us without any financial impact on you.

For a company with a taxpayer identification number (TIN) starting with 5, you will not have to pay to cancel the contract before the end of the loyalty period if:

  • Becomes insolvent and provides the insolvency declaration issued by the court.
  • The services are in a location where they are no longer available due to an accident or natural disaster, confirmed by fire department or the police.
  • Faces a service interruption not attributable to the end user, for a period exceeding 15 days after reporting the situation.
  • Moves the registered office  to a location where NOS cannot ensure the provision of the contracted service or an equivalent service, especially in terms of features and price, at the new address.

If you find yourself in any of these situations, what should you do?

  1. Call 16100 and choose the 'Contract Deactivations' option to speak with a member of our specialized team. 
  2. Gather the following documents:
    • Contract termination request form. This form must be signed by the person on whose behalf the contract is, and the signature must match that on their identification document;
    • Document proving your current situation which allows to terminate the contract.
    • Photocopy of an identification document with a signature. If you prefer not to send a photocopy of the document, you can just send  the termination form. In this case, your signature must be notarized by a notary or recognized by a lawyer. Alternatively, you can visit a store and fill out the personal data confirmation form and present  the identity document.
  3. Submit the documents:
    • via the online form, by selecting the option ''Enviar documentos para cessação contratual"
    • at a NOS store;
    • By mail to Apartado 52111, EC Campo Grande, 1721-501 Lisboa.
Can I cancel without using the phone?

Yes, through the contract termination request form. This form must be signed by the person(s) on whose behalf the contract is - and the signature must match that on their identification document.

After filling out the form and gathering all necessary documents, submit them as follows:

  • Via the online form by selecting the option "Enviar documentos para cessação contratual"
  • At a NOS Store 
  • Sent by mail to Apartado 52111, EC Campo Grande, 1721-501 Lisboa.
Can I temporarily suspend the contract?
You can request the temporary suspension of services and avoid paying the contract's monthly fee if the person on whose behalf the contract is:
  • is absent from their residence due to incapacity, prolonged illness, or dependence on care provided by a third party, such as moving to a care facility (e.g., nursing home), and provides proof of their admission to the facility or other relevant documentation;
  • moves abroad and provides a work contract or a certificate from the new residence;
  • no longer has access the service is provided, confirmed by a report from the fire department or the police;
  • is absent from their residence due to imprisonment, and provides a copy of the final court judgement;
  • is on sick leave, and provides a medical certificate or a statement from the Social Security;
  • becomes unemployed and provides documentation from the Social Security.

If  I am in any of these situations, what should I do?

  1. Gather the following documents:
    • Contract termination request form. This form must be signed by the person on whose behalf the contract is, and the signature must match that on their identification document;
    • A Document proving your current situation that allows you to terminate the contract.
    • Photocopy of an identification document with a signature. If you prefer not to send a photocopy of the document, you can just send the termination form. In this case, your signature must be notarized by a notary or recognized by a lawyer. Alternatively, you can visit a store and fill out the Personal Data Confirmation Form and present the identity document.
  2. Submit the documents:
    • via the online form, selecting the option ''Enviar documentos para cessação contratual"
    • at a NOS store;
    • By mail to Apartado 52111, EC Campo Grande, 1721-501 Lisboa.
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