Cancellations & Transitions -

Service Cancellation & Transition Process

Important information about service reductions, cancellations, billing obligations and transition support

Overview

Standard cancellation process

This notice outlines the standard process that applies where a client wishes to reduce, transition, or cancel services supplied by XSTRA. It is intended to provide a clear summary of the key commercial and operational requirements that apply under XSTRA’s Global General Terms and Conditions of Trade Agreement.

Purpose: To provide a consistent, reusable summary of the cancellation, billing and transition rules that apply when services are reduced or brought to an end.

Cancellation Process

The following requirements apply when a client requests a reduction or cancellation of services.

Written Request

All requests to cancel some or all services must be made in writing and emailed to support@x.direct.

Clause 13.3(b)

Effective Cancellation Date

The effective cancellation date may vary between different service components and will be determined and confirmed by XSTRA in writing.

Clause 13.3(b)

45-Day Cancellation Period

XSTRA provides a 45-day cancellation period beginning from the date XSTRA confirms in writing that it has received and accepted the written cancellation request.

Clause 13.3(b)

Pre-Provisioning Cancellation

If an order is cancelled before supply has occurred, XSTRA may charge the costs incurred in preparing to provide the service or equipment, including applicable restocking fees. Any committed obligations to third-party suppliers associated with the order or service must also be paid by the client where those commitments have already been established on the client’s behalf.

Clauses 13.3©, 6.7(f)

Billing Obligations

The following commercial obligations continue to apply during the cancellation and transition period.

Requirement	What It Means	Clause
Charges continue until cancellation	All charges remain payable up to the effective cancellation date notified by XSTRA.	13.3(d)
Minimum contract period	Where a service remains within a minimum contract period, the remaining term must be paid out in full before cancellation of that service can begin.	13.3(b), 13.5(a)(i)
Outstanding invoices	The client must pay all outstanding debts and any new invoices issued for equipment or services rendered.	13.5(a)(ii)
Advance billing	Regular supply of services provided on a recurring basis is invoiced in advance.	6.5(a)
No refund for in-advance billing	XSTRA does not refund cancellations or unit reductions where the service was invoiced in advance.	6.6(d)
Highest billable quantity in period	Where services are billed in units on a regular basis, reductions within a billing period do not reduce that period’s charges. XSTRA charges based on the highest number or value of units used within that period.	6.6(b)

Third-Party / Pass-Through Components

Some services supplied by XSTRA include third-party or supplier-backed components such as licensing, telephony usage, carrier services or other pass-through items.

Important Conditions

Pass-through components remain payable even if the client stops using the broader service.
These charges continue until the underlying supplier commitment expires or is otherwise settled.
The client must not withhold payment for pass-through components.

Relevant Clauses

Ongoing supplier commitments: 6.7(f)
Pass-through obligations survive termination: 13.5(a)(iii)

Migration, Handover & Transition Support

Any time spent by XSTRA assisting with migration activities, service transition, handover support, decommissioning, configuration changes, porting activity, data extraction, or other wind-down work is billable at XSTRA’s standard rates unless otherwise agreed in writing.

Activity	Charging Basis	Clause
Handover support / exit assistance	Charged at standard rates.	6.2(b)(ii)
Port-away or similar changes	Charged at regular rates where XSTRA assistance is required.	13.4(a)
Other non-standard work	Charged at Schedule 1 standard rates unless otherwise agreed in writing.	5.1©, 6.1(d)

Important Notes

Final invoices may include both advance-billed services and arrears-based usage items.
Some services are billed in arrears based on prior-period usage where applicable. Phone calls made and Office 365 licences used in prior months are examples of supplier-backed services in this regard.
Continued use of services, supplier dependencies and minimum term obligations may affect final billing outcomes.

Full Terms & Conditions

This notice is a summary of the standard process. The Global General Terms and Conditions of Trade Agreement remains the governing document.

Open Terms & Conditions

Need Help With a Cancellation or Transition?

Cancellation requests must be submitted in writing to support@x.direct.

XSTRA can also assist with migration planning, handover, porting, data extraction and other transition activities.

3.16.5. Cancellations & Transitions