Consumer Rights

Cancel a UK Subscription Legally - 14-Day Cooling-Off Rule

Full guide: Complete Subscriptions Guide

You have the legal right to cancel most UK subscriptions within 14 days of purchase and receive a full refund, even if you have already used the service. Learn the cancellation rules, deadlines, and how to enforce your rights if a company refuses to refund you.

Quick Answer

Under the Consumer Contracts Regulations 2013, you can cancel any subscription (gym, streaming, app, magazine, software) within 14 days of the transaction and claim a full refund. You do not need a reason. Write to the company using the required wording, send it by email or registered post before the 14-day deadline, and keep proof of sending. If they refuse, you can escalate to the regulator or use Section 75 if you paid by credit card.

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Your Right to Cancel Within 14 Days

The Consumer Contracts Regulations 2013 give you an unconditional right to cancel most distance contracts (including subscriptions sold online or by phone) within 14 calendar days of the contract date. This applies to streaming services, gym memberships, apps, magazine subscriptions, software, cloud storage, and almost any recurring payment. You do not need to give a reason and you cannot be charged a penalty.

The only exceptions are certain financial services, transport, accommodation, and contracts for bespoke goods (made to your specification). But for standard subscriptions, the 14-day rule is absolute.

Your Legal Rights Under CCR 2013

Consumer Contracts Regulations 2013

Part 2 covers distance contracts (online, phone, mail). You have a 14-day cooling-off period starting from the day after the contract is made. The company must refund all charges paid, including any service fees. They can only deduct the cost of goods/services already delivered if you requested delivery before the 14-day deadline.

What the Law Says About Cancellation

Regulation 5 states that you can cancel without penalty and without giving any reason. The company must have informed you of the cancellation right - if they did not, your cooling-off period extends to three months. You cannot be charged a cancellation fee unless you requested performance before the deadline.

Enforcement by Trading Standards

If a company breaches the Regulations, they can be prosecuted for an unfair commercial practice. You can also claim damages through the courts or ask your local Trading Standards to investigate.

Step-by-Step: How to Cancel Your Subscription

  1. Find the cancellation deadline: Count 14 calendar days from the day after your purchase. If you bought on 1 April, your deadline is 15 April. Write down the exact date.
  2. Gather your details: Find your order confirmation, invoice, account number, email address, and reference number. You will need these.
  3. Draft your cancellation letter: Write a clear email or letter stating: "I wish to cancel the contract for [service name] (order/account reference: [number]) made on [date] under the Consumer Contracts Regulations 2013, Regulation 5. Please process a full refund to [payment method]. This is a notice of cancellation within the 14-day cooling-off period."
  4. Send by email or registered post: Email is fastest and you get proof of delivery. Use registered post if sending by mail and keep the receipt. Address it to the company's cancellation address (usually on their website under Terms or Contact).
  5. Keep proof: Save the email sent receipt or postal receipt. You must prove you sent the cancellation before the deadline.
  6. Follow up: Most companies refund within 14 days of receiving your cancellation. If they don't respond within 7 days, send a follow-up email referencing your first message.
  7. If they refuse: Send a formal letter citing CCR 2013 and threatening to report them to Trading Standards or pursue a claim. Most will then refund.

Critical Deadlines

The 14-day cancellation window starts the day after the contract is made, not from when you first use the service. If the company did not provide written cancellation terms upfront (before you paid), the deadline extends to three months. Always send your cancellation notice before day 15 to be safe.

What If They Refuse to Refund?

If the company ignores your cancellation or claims the 14-day period has expired, escalate immediately. Write a formal letter repeating your cancellation under CCR 2013 and give them 14 days to refund. If they still refuse, report them to Trading Standards (free) or consider a claim through the court or a claims management service. If you paid by credit card, you can also ask your bank to chargeback the transaction under Section 75.

Do You Need Legal Help?

Most subscriptions cancel easily with a written request. If the company refuses, you can handle escalation yourself by writing a formal letter. However, if the amount is large or you've had recurring disputes, ask a solicitor or Trading Standards to help.

What the Law Says

Legislation
Consumer Contracts Regs 2013
Part 2 gives you a 14-day unconditional right to cancel distance contracts including subscriptions, streaming services, and apps.
Cooling-Off
Regulation 5 - Right to Cancel
You can cancel without penalty or reason within 14 days. Company must refund within 14 days of receiving your cancellation.
Information
Regulation 6 - Consumer Rights Info
Company must give you written cancellation terms before taking payment. Failure to do so extends cooling-off to 3 months.
Enforcement
Trading Standards & Courts
Breaches can be prosecuted as unfair commercial practices. You can claim damages or dispute via courts or claims management.

Frequently Asked Questions

Do I lose the 14-day right if I use the service before cancelling? +
No. Under CCR 2013, you can cancel within 14 days even if you have fully used the service. The company cannot refuse because you watched films, used the software, or attended a gym class. The 14-day right is unconditional.
How do I count the 14 days? +
The 14 days runs from the day after the contract date, not the purchase date. If your order confirmation is dated 1 April, day 1 is 2 April, and your 14-day deadline is 15 April (inclusive). Always send cancellation by 11:59 PM on day 14 to be safe.
What if the company won't give me their cancellation address? +
Email is always acceptable and counts as proper notice. Send it to their general customer service email address from your order confirmation or website. Email is actually better because you get proof of delivery automatically.
Can they charge me for cancelling? +
No. Under Regulation 5, they cannot charge a cancellation fee unless you expressly asked for performance (the service) before the 14-day period ended. They can only deduct costs directly incurred in delivering the service, not administrative fees or restocking charges.
How long does the refund take? +
The company must refund within 14 days of receiving your cancellation notice. For credit card payments, it can take a further 3-5 working days for the bank to process. If they don't refund after 21 days, send a follow-up demand and consider reporting to Trading Standards.
What if the company says the 14-day period has passed? +
Calculate from the contract date (usually your order confirmation date), not from when you received it or first used the service. If they still refuse after you show them the exact dates, write a formal letter and report them to Trading Standards or your local Citizens Advice Consumer Service.

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