Cancel Trustpilot: The Right Way

How to cancel your Trustpilot subscription and protect your refund

Why you might need to cancel Trustpilot

Trustpilot is a global review platform that helps businesses collect customer feedback, manage their online reputation and display ratings across their websites. You can post reviews for free, but as a business owner, you've likely signed up for a paid plan to access features like automated review invitations, detailed analytics and custom review widgets.

If you're no longer seeing value in your Trustpilot subscription, or you've found a better alternative, cancelling promptly protects you from unwanted charges and keeps your finances clear. The key is understanding your contract type and acting within the required notice period. Tocancel specialises in helping Australian consumers navigate these cancellation processes, and this guide will walk you through each step with confidence.

Understanding your Trustpilot plan type

Your cancellation rights depend on which plan you signed up for. Trustpilot offers tiered subscriptions ranging from Plus through to Enterprise, with pricing starting from around A$209 per month for basic features and climbing to A$899 per month or more for advanced plans. Most business plans operate under a 12-month commitment, which means you're locked into a contract term and auto-renewal is the default unless you actively cancel.

Some plans include a 14-day trial that converts automatically to paid billing once the trial ends. Monthly plans renew every month unless you cancel, while 12-month contracts lock you into a longer commitment. Check your Trustpilot invoice or account settings immediately to confirm which plan type you're on, because this determines your notice period and refund eligibility.

Why cancellation timing is critical

Trustpilot requires you to give at least 30 days' written notice before your subscription renews to prevent automatic charges. If you miss this deadline, you'll be charged for another term and will face a more difficult refund process. This is why acting quickly and documenting everything is essential to your cancellation success. Tocancel recommends setting a reminder now if your renewal date is within 35 days.

Your consumer rights under australian consumer law

Australian Consumer Law (ACL) protects you when you cancel a subscription, regardless of what Trustpilot's terms say. Understanding these rights gives you confidence to challenge unfair practices.

Unfair contract terms and automatic renewals

The ACL prohibits unfair contract terms in consumer contracts, and automatic renewal terms must be transparent and fair. The Australian Competition and Consumer Commission (ACCC) has specifically targeted "subscription traps" where cancellation is deliberately difficult or where renewal notices are vague. Your legal position is this: if Trustpilot's cancellation process is unreasonably hard to find, or if you were not given clear information about the renewal date and the cancellation method before you signed up, you may have grounds to challenge the charge.

Transparency is your protection here. If Trustpilot buried the cancellation instructions in fine print or made the process deliberately obscure, the ACCC considers this an unfair term. Document the effort you took to find the cancellation method, because this evidence strengthens your case if you need to escalate.

Refunds and service failures

While the ACL does not automatically grant a cooling-off period for online purchases, it does protect you if the service was not provided as described or if the service is substantially unfit for purpose. If Trustpilot failed to deliver the analytics features you paid for, or if the review invitation system malfunctioned, you can dispute the charge and request a refund.

Before you request a refund, document any service failures in writing. Take screenshots of features that don't work, note dates when the service was down, and keep records of how the service failed to meet your reasonable expectations. This evidence is invaluable when you contact Trustpilot or escalate to a regulator.

Escalation to the ACCC or your state regulator

If Trustpilot refuses your cancellation request or delays your refund beyond 30 days, you can lodge a complaint with the Australian Competition and Consumer Commission (ACCC) or your state's fair trading office. These bodies have enforcement powers and can pressure the company to honour consumer protections. Keep all email correspondence as evidence, because regulators will ask to see your communication record with Trustpilot.

How to cancel your Trustpilot subscription

Cancellation at Trustpilot is straightforward if you purchased directly from the platform. Follow these steps to cancel securely and on time.

Step-by-step cancellation process

1. Log into your Trustpilot account using your email and password.
   • Go to your account settings or profile menu (usually located in the top-right corner of the dashboard).
   • Look for a "Subscription", "Billing" or "Plan" section.
2. Locate your current subscription details and renewal date.
   • Note down the exact renewal date so you know your 30-day notice deadline.
   • Take a screenshot of this page for your records.
3. Send a cancellation email to [email protected].
   • Use this exact format: include your full name, account email address, company name, and the date you want the cancellation to take effect (at least 30 days from now).
   • Request written confirmation of cancellation in the same email.
   • Send from the email address linked to your account.
4. Wait for written confirmation from Trustpilot.
   • Expect a response within 3 to 5 business days.
   • Save this confirmation email in a dedicated folder for your records.
5. Verify your access has been disabled on or after your scheduled end date.
   • Log in again on your end date to confirm you no longer have access to paid features.
   • If you still have access, email Trustpilot immediately with a link to the cancellation confirmation.

If you purchased through a partner or reseller

If you bought your Trustpilot subscription through a third-party partner (such as a web design agency or digital marketing firm), you must contact that partner to cancel, not Trustpilot directly. Your cancellation rights and notice period are determined by your agreement with the partner, not with Trustpilot. Check your original invoice or purchase confirmation to see if you bought directly or through a partner.

Contact your partner in writing and request a cancellation confirmation in the same way you would with Trustpilot. If the partner refuses or delays unreasonably, Tocancel advises you to escalate to the ACCC, because the same Australian Consumer Law protections apply to the partner relationship.

What happens after you submit your cancellation

Once you've sent your cancellation notice, your subscription doesn't end immediately. Here's what to expect during the notice period and beyond.

Your access during the notice period

You retain full access to Trustpilot until the end of your notice period or your paid subscription term ends, whichever is later. This means you can continue to manage your reviews, download analytics reports and use all features you paid for until your final day. Use this time to export any data you need (review history, analytics reports, customer feedback) because you won't have access after your subscription ends.

Tocancel recommends backing up all important data at least one week before your scheduled end date. Most businesses need their review history and customer feedback, so don't lose this information during the transition.

Automatic renewal and how to avoid double billing

After you receive your cancellation confirmation, Trustpilot will not renew your subscription on the scheduled renewal date. Your account will move to a free tier or your access will be restricted to read-only status. However, if you don't receive written confirmation and the 30-day notice period passes, the automatic renewal will process and you'll be charged for another term.

If this happens, contact Trustpilot immediately and reference your cancellation email date. Request a refund within 14 days of the unexpected charge, and if Trustpilot refuses, escalate to your bank to dispute the charge as an unauthorised transaction.

Refund eligibility and timelines

Your refund depends on when you cancel and whether Trustpilot has breached its obligations. Here's what you can expect.

When you're eligible for a refund

If you cancel within the 30-day notice period before your renewal date, you will not be charged for the next term and no refund is due. If you cancel after the renewal has already processed, you may be eligible for a refund for the unused portion of your subscription, depending on Trustpilot's refund policy and whether a service failure occurred.

If Trustpilot charged you after you submitted a valid cancellation notice, you have the right to a full refund under Australian Consumer Law. Document the date you sent the cancellation email and the date of the unexpected charge, because this timeline proves Trustpilot failed to honour your request.

How to request a refund

Email [email protected] or your account manager with the subject line "Refund request for [Your Company Name]". Include the date you cancelled, the amount charged, the date of the charge, and a brief explanation of why you believe you're entitled to a refund. Ask for confirmation of receipt within 2 business days.

Expect Trustpilot to respond within 5 to 10 business days. If they approve your refund, it will be processed to your original payment method within 7 to 14 business days after approval. If Trustpilot refuses or doesn't respond within 14 days, Tocancel advises you to escalate to the ACCC or dispute the charge with your bank.

Pricing overview and your financial commitment

Common cancellation mistakes and how to avoid them

Cancelling a subscription can feel stressful, especially when money is involved. Here are the mistakes that trip up most people and how you can avoid them.

Mistake 1: missing the 30-day notice deadline

The most common error is waiting until the last minute to cancel. If you send your cancellation email after the 30-day notice period has passed, Trustpilot will process the automatic renewal and charge you for another term. Set a calendar reminder for 35 days before your renewal date, and send your cancellation email as soon as that reminder appears. This gives you a 5-day buffer in case Trustpilot is slow to respond.

Mistake 2: not sending written notice or using informal channels

Calling Trustpilot support or sending a message via their website chat does not constitute formal cancellation notice. You must send an email to [email protected] from the account holder's email address. Written email creates a paper trail and proof that you submitted the request on a specific date. Support chats and phone calls leave no record and Trustpilot may claim they never received your request.

Mistake 3: cancelling through the wrong email address

If you purchased through a partner or reseller, sending your cancellation to [email protected] won't work. You must contact your partner directly. Check your original invoice to confirm who you purchased from, and direct your cancellation notice to that entity. Tocancel has helped thousands of consumers resolve billing disputes that arose from sending cancellation notices to the wrong party.

Mistake 4: failing to confirm cancellation before the renewal date

Submitting a cancellation request is not the same as confirming it was processed. If you don't receive written confirmation within 5 business days, send a follow-up email asking for confirmation of cancellation. If Trustpilot ignores you and charges you on the renewal date, you have evidence that they failed to process your request, which strengthens your case for a refund.

Mistake 5: not downloading your data before cancellation

Once your subscription ends, you lose access to detailed analytics and your full review history in some cases. Before your cancellation date, export all reports, review data and customer feedback you need. Trustpilot provides an export function in most plans, so use it while you still have access. After cancellation, you may only be able to view your company profile on the Trustpilot website as a free user.

Comparison with alternative review platforms

If you're cancelling Trustpilot because you want to explore other options, here's how the main alternatives compare.

How to escalate if Trustpilot refuses to cancel

If Trustpilot ignores your cancellation request, charges you after you've submitted notice, or refuses to refund an erroneous charge, escalation is your next step. You have formal legal remedies available under Australian Consumer Law.

Document everything for your case

Before you escalate, gather all evidence: your cancellation email, any confirmation emails from Trustpilot, your account statements showing charges, and screenshots of your account settings showing the renewal date. Create a simple timeline showing when you cancelled, when you were charged, and when you requested a refund. This file becomes your evidence if you need to lodge a complaint.

Lodge a complaint with the ACCC

The Australian Competition and Consumer Commission (ACCC) investigates unfair subscription practices and can enforce your consumer rights. Visit accc.gov.au to lodge a complaint online, or contact your state's fair trading office. Include your evidence file and a clear explanation of what happened. Tocancel recommends being specific: "I sent cancellation notice 35 days before renewal but was still charged" is stronger than "They wouldn't cancel me".

Dispute the charge with your bank

If Trustpilot charged you after you submitted a valid cancellation notice, contact your bank and dispute the charge as an unauthorised or erroneous transaction. Most banks allow you to dispute charges within 90 days, and many will reverse the charge while they investigate. Provide your bank with copies of your cancellation email and the charge statement. Your bank's dispute process is often faster than waiting for Trustpilot to respond.

Key steps to take before and after cancellation

Use this checklist to ensure you cancel cleanly and protect yourself from surprise charges or data loss.

Contact information for cancellation

To cancel your Trustpilot subscription, send a formal written request to the following email address:

Cancellation email: [email protected]

What to include in your email:

• Your full name and company name
• The email address associated with your Trustpilot account
• Your account ID or company ID (if you have it)
• The date you want the cancellation to take effect (at least 30 days from now)
• A request for written confirmation of cancellation

If you need to escalate your complaint:

• Australian Competition and Consumer Commission (ACCC): accc.gov.au or 1300 302 502
• Your state's fair trading office (NSW: 1300 302 502; VIC: 1300 558 181; QLD: 1300 664 969; WA: 1300 304 054)

Tocancel has helped thousands of Australian consumers cancel subscriptions and recover refunds they didn't know they were entitled to. If Trustpilot is charging you unfairly or making cancellation difficult, remember that Australian Consumer Law is on your side. Act within the 30-day notice period, document every communication, and escalate to the ACCC if Trustpilot refuses to cooperate. You have the right to cancel, and you have the power to enforce it.