Understanding Your Rights to Cancel a Service
When you arrange a service online, over the phone, or by mail order, you benefit from strong consumer protections under UK law. The Consumer Contracts Regulations 2013 give you the right to cancel most services within a set period, sometimes called the "cooling-off period". Understanding these rights is essential to ensure you are not locked into a service you no longer want or need.
The 14-Day Cancellation Period
Under the Consumer Contracts Regulations, you usually have 14 days from the day after you agree to the service to cancel without giving a reason. This is known as the cooling-off period. During this time, you can notify the provider that you wish to cancel, and you should not face penalties for doing so. To learn more about how this period works and when it applies, see this detailed guide on the 14-day cancellation period.
When Can You Cancel?
You can usually cancel any service you arranged remotely (online, by phone, or mail order) within the 14-day window. Some common examples include:
Subscriptions to streaming or magazine services
Gym memberships or fitness classes
Home maintenance or cleaning services
There are some exceptions. For example, if you asked for the service to start before the 14 days are up and the work has been completed, you might lose your right to cancel or may have to pay for services already provided. Always check the terms and conditions, and if in doubt, act quickly.
Refunds and Charges
If you cancel within the cooling-off period, you are entitled to a full refund, including any standard delivery charges. The provider must refund you within 14 days of receiving your cancellation notice, or within 14 days of collecting returned goods if any physical items were involved. If you requested the service begin during the cooling-off period and some work has already been done, you may be charged a proportionate amount for the services provided up to the point of cancellation.
Why Acting Quickly Matters
To protect your rights, it’s important to notify the service provider in writing within the 14-day period. This written record can be vital if there are any disputes about whether you cancelled in time. If you’re unsure how to word your cancellation, you can use our letter templates for cancelling goods or services to help ensure your request is clear and effective.
By understanding your rights and acting promptly, you can avoid unwanted charges and make sure your consumer protections are upheld. If you need more information about your specific situation, the 14-day cancellation period guide provides practical advice and answers to common questions.
When and How to Write a Cancellation Letter
When and How to Write a Cancellation Letter
Writing a cancellation letter is a crucial step when you want to end a service you arranged online, over the phone, or by mail order. Under UK consumer law, specifically the Consumer Contracts Regulations 2013, you usually have the right to cancel many types of services within 14 days of entering into the contract. Providing your cancellation in writing gives you clear proof that you made the request within the legal timeframe and protects you if any disputes arise.
Why a Written Cancellation Letter Matters
A written cancellation letter acts as solid evidence that you have asked to end the service. If you ever need to challenge a company about charges or continued service, having a dated letter or email shows exactly when you made your request. This is especially important if the company claims they never received your cancellation or if you need to escalate your complaint.
What to Include in Your Cancellation Letter
To make your cancellation clear and effective, your letter should include:
Your full name and address – so the company can identify your account.
Details of the service – such as account or reference numbers, and a brief description (for example, “broadband package” or “gym membership”).
The date you placed the order or started the service – this helps show you’re within the cancellation period.
A clear statement that you wish to cancel – use straightforward language such as, “I am writing to cancel my contract for [service] as permitted under the Consumer Contracts Regulations 2013.”
The date you are sending the letter – this is important for proving you met any deadlines.
Here’s a simple example:
Dear [Service Provider],
I am writing to cancel my contract for [service name], account number [123456], which I ordered on [date].
Please confirm the cancellation in writing.
Yours sincerely,
[Your Name]
How to Send Your Cancellation Letter
You can send your cancellation by post or email. If you send it by post, consider using recorded delivery so you have proof it was delivered. If sending by email, keep a copy of your sent message and any replies. Always keep a copy of your cancellation letter, including any delivery receipts or confirmations, in case you need to refer to them later.
Timing Your Cancellation
Timing is essential. The law usually gives you a 14-day “cooling-off period” from the day after you agree to the contract, but some services may have different rules. Always check the specific terms provided by the company, but if you act within the 14 days, your right to cancel is protected by law. Send your letter as soon as you decide to cancel to avoid missing the deadline.
If you are unsure whether you are still within your cancellation period, check your order confirmation or the company’s terms and conditions. Acting quickly and keeping written proof will help ensure your cancellation is processed smoothly.
Key Information to Include in Your Cancellation Letter
Key Information to Include in Your Cancellation Letter
When writing a letter to cancel a service you arranged online, by phone, or through mail order, it’s important to include specific details to ensure your request is processed quickly and correctly. Including all the relevant information helps avoid confusion and gives you a clear record of your cancellation. Here’s what you should include in your letter:
1. Your Full Name and Contact Information
Start your letter by clearly stating your full name, address, email address, and phone number. This helps the service provider identify your account or order without delay. If you share a name with someone else or have moved recently, providing up-to-date contact details is especially important.
2. Details of the Service You Want to Cancel
Be specific about the service you are cancelling. Include the name of the service, product, or subscription, as well as any reference or order number linked to your account. This information is usually found in your confirmation email, invoice, or account dashboard. For example, you might write:
“I wish to cancel my subscription to [Service Name], order number [123456].”
3. Date You Arranged the Service and Date of the Letter
Clearly state when you first arranged or signed up for the service. This is important because, under the Consumer Contracts Regulations 2013, you usually have 14 days from the date you entered into the contract (or received confirmation) to cancel most services bought online, by phone, or by mail order. Also, include the date you are writing the letter. This creates a clear timeline and may be useful if there are any disputes later on.
4. A Clear Statement That You Want to Cancel the Service
Make your intention to cancel completely unambiguous. Use straightforward language such as:
“I am writing to inform you that I wish to cancel the above service in accordance with my rights under the Consumer Contracts Regulations 2013.”
This ensures there is no doubt about your request and refers to the relevant legal protection.
5. Request for Confirmation of Cancellation
Ask the provider to confirm in writing that your service has been cancelled. This confirmation is your proof that you acted within the required timeframe and that the cancellation was processed. For example:
“Please confirm in writing that my service has been cancelled and that no further payments will be taken.”
Practical Advice:
Keep a copy of your cancellation letter and any correspondence you receive in return.
If you are within the 14-day cooling-off period, mention this in your letter to reinforce your legal right to cancel.
If you paid in advance, you may be entitled to a refund – ask for details about how and when your money will be returned.
By including all these key details, you make it much easier for the service provider to process your cancellation smoothly and help protect your consumer rights.
How to Send Your Cancellation Letter
How to Send Your Cancellation Letter
When cancelling a service you arranged online, over the phone, or by mail order, it’s important to make sure your cancellation is received and recorded. Under the Consumer Contracts Regulations 2013, you have the right to cancel most services bought at a distance within 14 days of entering into the contract. To protect your rights, it’s essential to send your cancellation letter in a way that provides proof of delivery.
Sending Your Letter: Methods and Best Practices
1. Recorded Post:
Sending your cancellation letter by recorded delivery (also known as signed-for or tracked delivery) is highly recommended. This service provides you with a receipt and a tracking number, so you can confirm when your letter was delivered and who signed for it. This can be crucial if there is ever a dispute about whether you cancelled within the legal time frame.
2. Email:
If the company accepts cancellations by email, this is a quick and convenient option. Always request a read receipt or ask the company to confirm in writing that they have received your cancellation. Save a copy of your email and any responses you receive.
3. Fax:
Although less common nowadays, some companies may still accept cancellations by fax. If you use this method, keep the fax transmission report as proof that your letter was sent and received.
Keeping Records
No matter which method you choose, always keep a copy of the cancellation letter you sent, as well as any proof of delivery (such as postal receipts, email confirmations, or fax reports). These documents could be vital if you need to challenge any charges or prove that you cancelled within the cooling-off period.
If You Don’t Have a Physical Address
If you arranged the service online or by phone and the company hasn’t provided a clear postal address, check their website or your order confirmation for contact details. Many companies will list an email address or an online contact form specifically for cancellations. If you’re struggling to find the right information, contact their customer service by phone and ask how to submit your cancellation in writing.
For services arranged by phone, you may also want to review advice on managing call costs, especially if you need to make follow-up calls regarding your cancellation.
Summary
By using a method that gives you proof of delivery, and by keeping thorough records, you can ensure your cancellation is valid and enforceable under UK consumer law. This helps protect you from unwanted charges and strengthens your position if any issues arise.
Template: Letter to Cancel a Service Arranged Online, by Phone or Mail Order
When you want to cancel a service you arranged online, over the phone, or by mail order, it’s important to communicate clearly and keep a record of your request. Below you’ll find a straightforward template letter you can adapt for your situation, along with guidance on how to personalise it for different types of services.
Template Letter to Cancel a Service
[Your Name]
[Your Address]
[Postcode]
[Email Address]
[Phone Number]
[Date]
[Service Provider Name]
[Provider’s Address]
[Postcode]
Subject: Cancellation of [Name or Description of Service] (Order/Account Number: [insert number])
Dear Sir or Madam,
I am writing to give notice that I wish to cancel the [name or description of service, e.g., broadband contract, magazine subscription, gym membership] which I arranged on [date you placed the order or agreed to the service], under the name [your name] and reference/order/account number [insert number if known].
I am exercising my right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. As the service was arranged [online/by phone/by mail order], I am entitled to cancel within 14 days of receiving the contract details.
Please confirm in writing that my service has been cancelled and that no further payments will be taken. If I am entitled to a refund, please let me know when I can expect this to be processed.
Thank you for your prompt attention to this matter.
Yours faithfully,
[Your Name]
How to Customise the Letter
Personal Details: Fill in your full name, address, and contact information at the top so the provider can identify you.
Service Details: Clearly state the name or type of service you want to cancel (for example, “mobile phone contract” or “online streaming subscription”) and include any order or account numbers if you have them.
Cancellation Statement: Specify the date you arranged the service and mention your right to cancel under the Consumer Contracts Regulations 2013. This law gives you a minimum 14-day “cooling-off” period for most contracts agreed at a distance (online, by phone, or mail order), unless the service has already started with your consent.
Polite but Firm Tone: Keep your language courteous but direct. This helps ensure your request is taken seriously and processed promptly.
Adapting for Different Services
Whether you’re cancelling a utility contract, a digital subscription, or a mail-order service, you can use this template. Just replace the relevant details about the service and the date you signed up. If you’ve already received confirmation documents, refer to them for any specific account or reference numbers.
If you’re unsure about the cooling-off period or whether your service is eligible for cancellation, check the terms provided by the service provider or refer to your rights under the Consumer Contracts Regulations 2013.
More Help and Templates
If you need to cancel a different type of service or want to see other examples, you can find more cancellation letter templates for a range of goods and services.
Remember to keep a copy of your letter and any responses you receive, in case you need to follow up or make a complaint later.
Special Cases and Additional Tips
When cancelling a service arranged online, by phone, or by mail order, it’s important to know that some situations require extra care or have different rules. Below, we cover special cases and offer practical tips to help you avoid common pitfalls.
Cancelling Phone, Internet, or TV Contracts
Services like mobile phone, broadband, or TV subscriptions often have their own terms and conditions. While you generally have a 14-day cooling-off period after arranging these services online, over the phone, or by mail order, cancelling after this period may involve early termination fees or notice periods. Providers might also require returns of equipment or charge for unreturned items. For step-by-step guidance specific to these services, see our detailed advice on cancelling your phone, internet, or TV contract.
Cancelling Insurance Policies
Insurance policies – such as car, home, or travel insurance – are regulated differently from other services. Most policies offer a 14-day “cooling-off” period (sometimes called the ‘free-look’ period) during which you can cancel for a full refund, minus any days of cover already used. After this period, you may still cancel, but you could be charged an administration fee or only receive a partial refund. For more details on your rights and the cancellation process, visit our page on cancelling an insurance policy.
Hotel Cancellations and Compensation
Hotel bookings can be subject to strict cancellation policies, especially for non-refundable rates. However, if you booked online, by phone, or by mail order, you may have rights under the Consumer Contracts Regulations, particularly if the hotel is in the UK or EU. In some cases, you could be entitled to a refund or compensation if the hotel cancels your booking or significantly changes your reservation. To understand your rights and what compensation you may be owed, see our section on hotel cancellations and compensation.
If Your Cancellation Is Refused or Ignored
If a provider refuses to cancel your service, ignores your request, or charges you unfair fees, don’t panic. Start by checking the terms and conditions you agreed to and gather evidence of your cancellation request (such as emails or postal receipts). Remind the provider of your legal rights under the Consumer Contracts Regulations 2013, which give you a 14-day cooling-off period for most distance contracts. If the issue isn’t resolved, you may consider escalating your complaint through the provider’s complaints process or seeking help from an ombudsman or consumer advice service.
By understanding these special cases and following the right steps, you can protect your consumer rights and avoid unnecessary costs when cancelling any service arranged remotely.
What to Do if You Have Problems Cancelling
If you run into difficulties cancelling a service – such as the provider ignoring your cancellation request or refusing to accept it – there are clear steps you can take to protect your rights.
1. Double-Check Your Cancellation Rights
Under the Consumer Contracts Regulations 2013, if you arranged a service online, over the phone, or by mail order, you usually have the right to cancel within 14 days of entering into the contract. This is known as the “cooling-off period.” Make sure your cancellation falls within this timeframe, and keep a copy of your cancellation letter or email as proof.
2. Gather and Keep Evidence
It’s essential to keep a record of all correspondence with the service provider. This includes copies of your cancellation letter or email, any replies you receive, and notes of any phone calls (including dates, times, and the names of people you spoke to). Having this evidence will strengthen your case if you need to escalate the matter.
3. Follow Up in Writing
If you haven’t received confirmation of your cancellation, follow up with the provider in writing. Restate your request and include copies of your original cancellation notice. Clearly mention your rights under the Consumer Contracts Regulations and ask for a written response.
4. Escalate Your Complaint
If the provider still refuses to acknowledge your cancellation or continues to charge you, you should escalate your complaint. Start by following the company’s official complaints process. If this does not resolve the issue, you can refer to the consumer service complaints procedure for step-by-step guidance on how to take your complaint further.
5. Seek Help from Consumer Protection Bodies
If you have exhausted the company’s complaints process without success, you may be able to seek help from organisations such as Citizens Advice or your local Trading Standards office. They can offer guidance and may intervene on your behalf.
6. Consider Alternative Dispute Resolution or Legal Advice
If the dispute remains unresolved, you might consider using an Alternative Dispute Resolution (ADR) scheme, which can help settle disagreements without going to court. Check if the provider is a member of an ADR scheme – details are often found on their website or in their terms and conditions. In more serious cases, or if you have suffered financial loss, it may be worth seeking independent legal advice about your options.
Key Tips
Never stop payments until your cancellation is confirmed, unless you have clear evidence and legal grounds to do so.
Keep all evidence and correspondence in a safe place, as you may need it if the dispute escalates.
Act promptly – delays can weaken your position or affect your rights under the law.
By following these steps and knowing your rights, you can increase your chances of a successful cancellation and protect yourself if problems arise. If you need more detailed guidance, the consumer service complaints procedure provides further advice on what to do next.
Related Topics and Further Reading
Understanding your rights when cancelling a service arranged online, by phone, or via mail order is just one part of protecting yourself as a consumer. The cancellation process and your legal rights can vary depending on how and where you made your purchase. For example, services or goods bought at your home, at your workplace, or in public places like markets or exhibitions are often covered by different rules compared to those arranged remotely.
If you need advice on cancelling something you bought in person – such as during a home visit or at a public event – see our letter to cancel goods or services bought at home or in a public place for detailed guidance and template letters tailored to those situations.
Similarly, if you are looking to cancel or return physical goods (not just services) purchased online, by phone, or via mail order, you may find our letter to cancel or return goods bought online, over the phone or by mail order helpful. This resource explains your rights under the Consumer Contracts Regulations 2013, including the 14-day cooling-off period and the correct way to notify a retailer of your decision.
It’s important to follow the correct cancellation procedure for your specific situation. Notifying a company in writing, within the legal time limits, helps ensure your rights are protected and can provide evidence if there is a dispute. Make sure to keep copies of any correspondence and proof of delivery.
By exploring these related topics, you can gain a fuller understanding of your consumer rights and the steps you need to take to cancel goods or services confidently, no matter how you made your purchase.
