Guides

Online cancellation requirements for UK subscriptions

Updated Invalid Date. Based on the Digital Markets, Competition and Consumers Act 2024 and the draft 2026 Regulations and guidance. Not legal advice.

Customers can end the contract at any time

A UK subscriber can exercise the right to stop the subscription renewing at any time, including straight after signing up (draft reg 32, Regulations). They keep access until the end date.

The route must be straightforward

You must provide arrangements that are straightforward and do not require unnecessary steps (DMCCA s.260(1), Act). The draft guidance adds (§4.5):

• if the customer signed up online, they must be able to end it online, with instructions where they would look for them (s.260(4));
• an email address alone does not meet the online exit standard;
• compulsory feedback forms are unlikely to comply;
• retention offers must not be compulsory or drag the process out.

A clear “Cancel subscription” button in the account area, or a simple web form, are the guidance’s examples. Stripe’s customer portal can provide this if you enable cancellation in it.

Confirm within 24 hours

When a customer ends or cancels the contract, send an end-of-contract notice stating the date it ends (s.261(3)), on a durable medium, with that date more prominent than anything else (draft reg 35). Deadline: 24 hours if they told you online, otherwise 3 working days starting the day after (s.261(5)). Refund any overpayment (s.261(2)).

Renewal timing

A customer cannot be made liable for a renewal payment before the new contract period starts (s.273(2); draft reg 37). Charging early for the next period is ineffective.

Copy the end-of-contract template.