How to Cancel du Home (eLife) in the UAE: Fees, Equipment Return & TDRA Rules (2026)

How du Home Contracts Work

du Home (formerly branded as eLife) is du's residential internet, TV, and landline service. Most du Home packages come with a 24-month contract as standard. When you sign up, the contract typically includes equipment as part of the deal — a Wi-Fi router, a set-top box for TV service, and sometimes mesh Wi-Fi nodes for larger homes.

The 24-month commitment is important because it determines whether you'll face an early termination fee. If you cancel after your contract period ends, there is no termination fee — you only need to give proper notice and return equipment. If you cancel before the 24 months are up, the TDRA early termination cap applies to the service component of your bill.

It's worth checking your exact contract terms through the du app or by calling 155. Some promotional plans have shorter commitment periods (12 months), while business-grade home packages may have different terms. The contract start date is on your original agreement — not the date you moved into your current home, which catches some people off guard if they transferred their service to a new address mid-contract.

Where to Cancel

du offers three channels for cancelling your home internet service:

• du store (in person) — Visit any du retail store with your Emirates ID. This is the most straightforward option if you also need to return equipment at the same time. Store staff will process the cancellation and accept your equipment on the spot.
• Call 155 — du's customer service line. You can initiate the cancellation over the phone, though you will still need to return equipment at a du store separately. Call wait times vary, so allow 20–30 minutes during peak hours.
• du app — The du app allows you to submit a cancellation request digitally. This is convenient for starting the process, but equipment return still requires a physical visit to a du store.

Whichever channel you use, make sure you receive a cancellation reference number. Keep this number until your final bill is settled and any deposit refunds are processed. If there's a dispute later, this reference is your proof that you initiated cancellation on a specific date.

The TDRA Early Termination Cap

The Telecommunications and Digital Government Regulatory Authority (TDRA) introduced consumer protection regulations in 2020 that cap early termination fees for telecom services in the UAE. Under these rules, the maximum early termination fee a provider can charge for the service subscription is:

One month's service rental OR AED 1,000 — whichever is lower.

This means if your du Home plan costs AED 389 per month, the maximum early termination fee for the service is AED 389 (since it's lower than AED 1,000). If your plan costs AED 1,200 per month, the cap is AED 1,000 (since it's lower than one month's rental).

This is a significant consumer protection. Before the 2020 regulation, providers could charge penalties based on the remaining months of the contract, which often resulted in bills of several thousand dirhams. The TDRA cap applies to all UAE telecom providers — both du and Etisalat — and covers home internet, mobile, and TV subscription services.

You can verify this regulation on the TDRA FAQ page or in the TDRA Consumer Protection Guide.

Device Installments: Not Capped

Here is where many people get caught out. The TDRA early termination cap applies only to the service subscription fee. If you purchased any devices or equipment on an installment plan bundled with your du Home contract, you owe the full remaining balance on those installments — and this amount is not subject to any cap.

Common items that may be on installment plans include:

• Premium mesh Wi-Fi systems (e.g., du Smart Home mesh nodes)
• Smart TV bundles purchased with the package
• Upgraded routers or networking equipment
• Home phone handsets

For example, if you have 12 months remaining on a mesh Wi-Fi installment plan at AED 50 per month, you will owe AED 600 in addition to any early termination fee. This can significantly increase your total cancellation cost, so check your account for any active installment plans before you begin the cancellation process. You can view your installment details in the du app under your account summary or by calling 155.

Equipment Return: 7-Day Window

When your du Home service is cancelled, you have 7 days to return all provider-owned equipment. The items you need to return typically include:

• Wi-Fi router — the main router provided with your service
• Set-top box — if you have du TV service
• Mesh Wi-Fi nodes — any additional mesh extenders provided as part of your plan
• Power adapters and cables — while not always enforced, bringing these avoids any disputes

Equipment must be returned to a du store. It is a good idea to return equipment on the same visit when you process your in-store cancellation. If you cancelled by phone or app, make the store visit for equipment return as soon as possible — do not wait until the last day of the 7-day window, as delays or store queue times could push you past the deadline.

When you return equipment, ask for a return receipt listing each item by serial number. This receipt is your proof that equipment was returned on time and in acceptable condition. Without it, you have no recourse if du later claims an item was not returned.

Equipment Non-Return Charges

If you fail to return equipment within the 7-day window, du applies non-return charges to your final bill. These charges range from AED 200 to AED 1,000 per item, depending on the type and value of the equipment.

A standard router typically carries a non-return charge at the lower end of this range, while a set-top box or premium mesh system will be at the higher end. If you had a multi-room setup with a router, set-top box, and two mesh nodes, failing to return everything could add AED 1,000 or more to your final bill.

These charges are non-negotiable once applied. If you have genuinely lost a piece of equipment, it is still worth visiting a du store to return what you do have and discuss the missing item. In some cases, staff may be able to note the situation on your account, though du is under no obligation to waive the charge.

Final Bill Timing

After your cancellation is processed, du will issue a final bill. This bill includes:

• Service charges up to the cancellation effective date (including the 30-day notice period)
• Early termination fee (if applicable, capped per TDRA rules)
• Outstanding device installment balance (if any)
• Equipment non-return charges (if applicable)
• Any previously unpaid balances

The final bill is typically generated within one to two billing cycles after your service ends. If you had a security deposit on file, it will be applied as a credit against the final bill. Any remaining deposit balance is refunded, usually within 30–45 days.

Make sure to settle the final bill promptly. Unpaid telecom bills in the UAE can be referred to collections and may affect your ability to obtain services from other providers. If you are wrapping up other admin processes at the same time, factor in this billing timeline so the final bill does not arrive after you have closed your bank account.

Common Mistakes to Avoid

Based on the most frequent issues people run into when cancelling du Home, here are the key mistakes to watch for:

• Confusing the TDRA cap with total cancellation cost. The cap of one month's rental or AED 1,000 (whichever is lower) applies only to the service fee. Device installments and equipment non-return charges are on top of this. People often assume the cap covers everything and are surprised by the final bill.
• Missing the 30-day notice requirement. du requires 30 days' written notice. If you need your service disconnected by a specific date, submit your cancellation request at least 30 days before that date. Submitting late means you pay for the full notice period even if you are not using the service.
• Forgetting to return equipment within 7 days. The 7-day window is strict. People often intend to return equipment when they get around to it and end up paying AED 200–1,000 per item in non-return fees. Return equipment on the same day you cancel in-store if possible.
• Not getting a return receipt. Without a receipt listing returned items by serial number, you cannot prove you returned equipment. If du's system does not reflect the return, you will be charged. Always insist on a printed receipt.
• Closing your bank account before the final bill arrives. du's final bill may take one to two billing cycles to generate. If you close your bank account or cancel your payment card before settling this bill, it becomes much harder to pay and may be sent to collections. Keep at least one payment method active until the final bill is cleared.
• Not checking for bundled add-ons. If your du Home package includes add-on services like du TV Sport, streaming subscriptions, or a landline, these are all cancelled together with your main service. However, any standalone subscriptions linked to your du account (such as a separately purchased streaming service) may continue billing unless cancelled independently.