Vivint: cancellation problem

Collect

• Vivint services agreement and any financing agreement
• date of sale
• cancellation confirmation
• bills after the request

Steps

1. If a Smart Home Pro signed you up at your home in the last three business days, cancel in writing under the FTC Cooling-Off Rule, postmarked before midnight of the third business day.

   See rules/ftc-cooling-off-rule.

2. Otherwise call Vivint Customer Service to cancel. Write down the date, the representative's name and the confirmation number.

   PhoneVivint Customer Service (cancellation line named in the Terms of Service) +1-800-216-5232

3. Ask whether your subscription is month-to-month or multi-month, and what early termination fee and equipment financing balance remain.

   PhoneVivint Customer Service (cancellation line named in the Terms of Service) +1-800-216-5232

4. If you are still billed more than 30 days after the request, dispute the charges and send a written complaint through the feedback form.

   FormVivint service promise feedback form ("Let us know how we can do better")

Facts you can cite

• Process

  The Vivint Terms of Service say "You can cancel a Vivint service or subscription by calling Vivint Customer Service at (800) 216-5232" and the subscription "will be cancelled within 30 days of our receiving your request."

  Source: vivint.com, verified 2026-10-13

• Policy

  Vivint subscriptions are offered "with a month-to-month term or with a multi-month term", and each continues until its term ends, the customer cancels it, or Vivint terminates it.

  Source: vivint.com, verified 2026-10-13

• Policy

  Vivint says "Month-to-month service agreements are available when equipment is purchased upfront," and "Without a Vivint services plan, product and system functionality is limited (including loss of remote connectivity)."

  Source: vivint.com, verified 2026-10-13

• Policy

  You may opt out of the Vivint arbitration provision by sending a letter to Vivint LLC, Attn. Legal Department - Arbitration, 3401 Ashton Blvd, Lehi, UT 84043, within 30 days of the day you first agreed to the Terms.

  Source: vivint.com, verified 2026-10-13

Rules in force

• FTC Cooling-Off Rule for door-to-door sales (Rule Concerning Cooling-Off Period for Sales Made at Homes or at Certain Other Locations)
  16 CFR Part 429

  A buyer may cancel a covered door-to-door sale (made at the buyer's home, workplace or dormitory, or at a seller's temporary location such as a hotel room, convention center, fairground or restaurant) until midnight of the third business day after the sale, for any reason. The seller must tell the buyer about this right orally and in writing, give two cancellation forms, and refund all payments within 10 business days of a valid cancellation. Home security systems, alarm monitoring and pest control sold at the door are common examples. State laws may give more rights.

  Source: consumer.ftc.gov, verified 2026-10-13

  9 citable points

  • Limit

    A "door-to-door sale" is a sale, lease or rental of consumer goods or services with a purchase price of $25 or more if made at the buyer's residence, or $130 or more if made at other locations, where the seller personally solicits the sale (even if the buyer invited the contact) and the buyer agrees to buy at a place other than the seller's place of business.

    Source: law.cornell.edu, verified 2026-10-13

  • Limit

    The definition excludes sales after the buyer visits the seller's permanent retail store, sales conducted entirely by mail or telephone with no other prior contact, buyer-initiated emergency sales where the buyer gives a handwritten, dated, signed waiver, home repair or maintenance the buyer asked for (extra goods or services sold during that visit are still covered), and sales of real property, insurance and certain securities.

    Source: law.cornell.edu, verified 2026-10-13

  • Deadline

    The seller must give a completed receipt or contract that states, near the buyer's signature, in bold type of at least 10 points: "You, the buyer, may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction." A business day is any calendar day except Sunday and federal holidays, so Saturdays count.

    Source: law.cornell.edu, verified 2026-10-13

  • Process

    The seller must give the buyer two copies of a "NOTICE OF CANCELLATION" form and must tell the buyer orally, at the time the buyer signs, about the right to cancel. The seller may not misrepresent the buyer's right to cancel.

    Source: law.cornell.edu, verified 2026-10-13

  • Deadline

    Within 10 business days after receiving a valid cancellation notice, the seller must refund all payments, return any trade-in in substantially as good condition, cancel any negotiable instrument and security interest, and tell the buyer whether it will pick up or abandon any goods left with the buyer.

    Source: law.cornell.edu, verified 2026-10-13

  • Deadline

    Under the notice of cancellation form, if the seller does not pick up the goods within 20 days of the buyer's notice of cancellation, the buyer may keep or dispose of them without further obligation.

    Source: law.cornell.edu, verified 2026-10-13

  • Process

    To cancel, sign and date one copy of the cancellation form and mail it to the address given, postmarked before midnight of the third business day. If the seller gave no form, write a cancellation letter postmarked within three business days. The FTC suggests certified mail with a return receipt and keeping a copy. No reason is needed.

    Source: consumer.ftc.gov, verified 2026-10-13

  • Process

    Report a seller that does not honor the rule to the FTC at ReportFraud.ftc.gov and to your state attorney general or local consumer protection agency. For a credit card purchase, also dispute the charge with the card company.

    Source: consumer.ftc.gov, verified 2026-10-13

  • Limit

    The rule does not apply to sellers of automobiles at auctions, tent sales or other temporary locations when the seller has a permanent place of business, or to sellers of arts or crafts at fairs or similar places.

    Source: law.cornell.edu, verified 2026-10-13

• Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements
  15 U.S.C. 8401-8405

  A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.

  Source: law.cornell.edu, verified 2026-10-12

  3 citable points

  • Policy

    Before obtaining the consumer's billing information, the seller must provide text that "clearly and conspicuously discloses all material terms of the transaction".

    Source: law.cornell.edu, verified 2026-10-12

  • Policy

    The seller must provide "simple mechanisms for a consumer to stop recurring charges" on the consumer's credit card, debit card, bank account or other financial account.

    Source: law.cornell.edu, verified 2026-10-12

  • Process

    A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.

    Source: law.cornell.edu, verified 2026-10-12

Rules not in force (do not cite)

• FTC "Click-to-Cancel" amendments to the Negative Option Rule (2024) Vacated
  16 CFR part 425 (2024 amendments, published November 15, 2024)

  Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).

  Not in force. Do not cite it as current law.

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneVivint main number (shown on the home page, contact page and service promise page) +1-844-481-8630

2. Retention team

   PhoneVivint Customer Service (cancellation line named in the Terms of Service) +1-800-216-5232

   The Terms of Service name this phone line for cancellation. Ask for the cancellation date, any early termination fee and any remaining financing balance, and ask for written confirmation.

3. Written complaint

   FormVivint service promise feedback form ("Let us know how we can do better")

4. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

   Dispute charges after the cancellation takes effect with your card issuer or bank. Financed equipment is owed to the financing partner under a separate agreement.

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

6. Arbitration

   The Terms of Service require arbitration unless you opted out by letter within 30 days of first agreeing to them, and waive class actions.

Watch out

Related

• Cancellation problem at other companies
• How Vivint complaints actually go (dossier, checked 2026-10-13)
• Home security and pest control — how complaints work
• Vivint: early termination fee
• Vivint: billing error