To end a vehicle service contract, GAP agreement, or other protection product administered by Portfolio, you submit the Portfolio cancellation form (officially the Customer Cancellation Form) either through the dealership that sold you the contract or directly to Portfolio. You can request the form by calling Portfolio’s cancellations line at (833) 823-4500, and you can get a refund estimate first at us.portfolioco.com using the “Get Cancel Quote” tool.1Portfolio. Contact Us2Portfolio. Portfolio
What to Have in Front of You Before You Start
The form is short, but every field has to match your records. Missing information is the most common reason a cancellation stalls. Pull these together first:
- Your agreement number, printed in the upper left or right corner of your original purchase paperwork. If you can’t find it, the last six digits of your VIN will let you look the contract up online.3Portfolio. Portfolio Contract Look Up
- The full 17-character VIN, visible through the driver’s-side windshield or on your registration.
- Your current odometer reading. Walk out to the car and record the whole number. Skip the tenths.
- The name, address, and dealer number of the dealership where you bought the contract.
- Whether the vehicle still has a lien. If a lender is on the title, your refund will go to that lender, not to you.
If you’re canceling because the vehicle was totaled, you’ll also need a statement of loss from your insurance carrier listing the VIN, date of loss, and mileage at the time of loss. For a repossession, you need the equivalent statement from the lienholder.
Where to Get the Form
The easiest source is the finance office at the dealership where you bought the contract. They process these regularly and should hand you the current version of the form. Ask for it by name. If the dealership has closed, changed hands, or won’t cooperate, call Portfolio directly at (833) 823-4500 for service contracts, or (833) 823-4501 for GAP, theft, and insurance-related products.1Portfolio. Contact Us Portfolio can send you the form or point you to the right submission channel for your product.
Filling Out the Form
The Customer Cancellation Form fits on a single page. At the top you’ll enter the dealership name, address, and dealer number. Below that, your own name, address, and agreement number. The vehicle section asks for the VIN and current odometer reading.
Pay close attention to the odometer section. It isn’t a blank to jot a number in. It’s a certified statement, and you’re checking one of three boxes: that the reading reflects actual mileage, that the odometer has exceeded its mechanical limits, or that the reading is not the actual mileage. For nearly every cancellation, the first option is the right one. Sign and date that certification. An unsigned or inconsistent odometer statement is the single easiest way to get the form kicked back weeks later.
The form has a line for a cancellation fee if your contract calls for one. Your specific agreement dictates whether the fee applies and how much it is. Inside the free-look window described below, no fee should apply.
Some agreements also require a signature from a dealership representative to verify the mileage or the account. If you’re at the dealership in person, get that signature before you leave. If you’re going direct to Portfolio, call (833) 823-4500 first and confirm whether a dealer signature is needed for your product.
Check the Free-Look Window Before You Sign Anything
Most vehicle service contracts include an early cancellation period, often called a free-look window, during which you can cancel for a full refund with no fee. The length varies by state and by contract. California, for example, sets specific timeframes for new and used vehicles.4California Department of Insurance. Guide to Automobile Service Contracts, Extended Warranties and Other Repair Agreements Your own contract’s cancellation clause will spell out the deadline that governs you.
Check that date first. The difference between canceling inside and outside the free-look window can be hundreds of dollars.
Submitting the Form
You have two ways in.
Through the dealership. Hand the completed form to the finance department and let them forward it to Portfolio. This is the smoother route when the dealer is cooperative. Ask for a copy of the form dated and signed by whoever accepted it, so you have proof of when the request left your hands.
Directly to Portfolio. If the dealership is closed, unresponsive, or dragging its feet, submit the form yourself. Call (833) 823-4500 for the current mailing address or to ask about emailing it in.1Portfolio. Contact Us
If you mail it, use certified mail with return receipt requested. That receipt fixes the date Portfolio received your request, which drives both the refund calculation and the end date of your coverage. Keep the signed form, the mailing receipt, and the return receipt together. Refund delays are common enough that this paper trail is worth building on day one.
What Your Refund Will Look Like
Once the free-look window closes, most refunds are calculated pro-rata. The administrator takes the days remaining on your contract, divides by the total term, and applies that percentage to what you paid. Any cancellation fee comes off the top.
Some contracts use a different method called the Rule of 78s, also known as the sum-of-digits method. It treats more of the premium as earned in the early months of the contract, so the refund drops faster than a straight pro-rata calculation would suggest. On a 72-month GAP waiver, canceling at 24 months returns noticeably less under the Rule of 78s than under pro-rata.5Wyoming Legislature. GAP Waiver Cancellation Refund Calculation Methodology Your contract will name the method. Read that section before submitting so the refund figure doesn’t surprise you.
Where the Refund Goes and When to Expect It
If a lender still holds a lien on the vehicle, the refund goes to that lender and reduces your loan balance. You won’t receive a check personally while a lien is on the title. That’s standard across the industry.
If the vehicle is paid off, Portfolio mails the check to the address on your cancellation form. Confirm that address is current before you submit. A check sent to an old address is one of the most common reasons a refund appears to have vanished. Processing generally runs several weeks from the date Portfolio receives the completed form. If nothing has arrived after six to eight weeks, call (833) 823-4500 for a status check.1Portfolio. Contact Us
Total Loss or Repossession
You can still cancel and recover the unearned premium after a total loss or a repossession. The form and the process are the same, with the extra documentation noted above: a statement of loss from your insurer, or a repossession statement from the lienholder, each showing VIN, date, and mileage. In both situations the refund almost always goes to the lender, because insurance proceeds rarely satisfy the loan in full and the vehicle is no longer in your hands. The refund reduces what you still owe.