Step-by-step
Gather cancellation evidence
Collect proof of your cancellation request - confirmation emails, screenshots, chat logs, or recorded delivery receipts.
Document the charges
Get bank statements showing the unauthorised or disputed charges. Note each date and amount.
Request refund in writing
Contact the company formally requesting a refund. Reference your cancellation and the Consumer Rights Act 2015.
Escalate if needed
If refused, send a letter before claim. Consider also requesting a chargeback through your bank.
File your claim
If unresolved, file via Money Claim Online for the total of unauthorised charges.
Understanding Subscription Disputes
Digital and subscription services must follow consumer protection rules. If you are charged after cancelling, or services are not delivered as promised, you have grounds to claim.
Common scenarios:
- Charged after cancellation (gym, streaming, software)
- Paid for online product that did not work as advertised
- Unauthorised subscription renewals
- Digital services not delivered
- Free trial converted to paid without clear consent
Your rights:
- Cancel within 14 days of signing up (cooling-off period)
- Services must match their description
- Clear information about subscription terms required
Evidence You Need
Essential evidence:
- Cancellation confirmation or request
- Bank statements showing charges
- Terms and conditions at time of sign-up
- Email correspondence
Helpful evidence:
- Screenshots of service issues
- Marketing materials that were misleading
- Evidence of attempts to contact them
- Records of when service was used (or not)
Tips:
- Screenshot cancellation pages and confirmations immediately
- Keep emails even after they say it is cancelled
- Note any difficulties in the cancellation process
What You Can Claim
Typical claim value: £10 - £2,000
You can claim:
- All charges taken after valid cancellation
- Refund for services not provided
- Refund for services not as described
- Bank charges caused by unauthorised debits
Chargeback alternative:
For card payments, you may be able to request a chargeback through your bank. This is often faster than court but has time limits (typically 120 days from the charge).
Your Cancellation Rights
14-day cooling-off period:
For online sign-ups, you have 14 days to cancel for any reason and get a full refund. This applies to:
- Gym memberships signed online
- Streaming subscriptions
- Software subscriptions
- Online courses
After the cooling-off period:
- Check contract terms for cancellation notice period
- Minimum term contracts must be clearly disclosed upfront
- Auto-renewal must be clearly communicated
Consumer Rights Act 2015:
Even outside cooling-off, you can cancel and claim refund if:
- Service is not as described
- Service is not provided with reasonable care and skill
- You were misled about the terms
Frequently asked questions
Can I cancel a gym membership before the minimum term ends?
If you signed up online or away from the gym, you have 14 days to cancel for any reason. After that, check for break clauses in the contract. You may be able to cancel for medical reasons, relocation, or if the gym significantly changes its terms or facilities.
What if the company is based abroad?
If you signed up from the UK and the company targeted UK consumers, UK consumer law applies. You can still claim in UK courts. Enforcement abroad is harder, but many companies have UK entities or assets.
How do I prove I cancelled when they say I did not?
Use any evidence you have: sent emails, website confirmation pages (screenshot these), chat logs, recorded delivery receipts. If you cancelled by phone, note the date, time, and who you spoke to. Future cancellations should always be in writing.
Can my bank just stop the payments?
You can cancel a Direct Debit with your bank, but this does not cancel the underlying contract - you may still be liable. A Continuous Payment Authority (used by many subscriptions) can also be cancelled, and your bank must comply. This stops future charges but does not recover past ones.
What is a chargeback and when should I use it?
A chargeback is where your card provider reverses a transaction. It is available for debit and credit cards, usually within 120 days. Use it when you have clear evidence of the problem. It is faster than court but the company can dispute it.
This guide provides general information about UK small claims court procedures and is for educational purposes only. It does not constitute legal advice. CourtPilot is not a law firm and is not regulated by the Solicitors Regulation Authority. The law may have changed since this guide was last updated. For advice specific to your situation, please consult a qualified solicitor or seek help from Citizens Advice.