Cancel Preply: The Right Way

How to cancel your Preply account and recover unused lesson credits

Why you might want to cancel Preply

You have the right to cancel your Preply subscription at any time, without pressure or penalty. Whether your circumstances have changed, you've found a tutor who isn't the right fit, or your budget no longer stretches to language lessons, you deserve a straightforward cancellation process and transparent information about your refunds. Tocancel is here to walk you through your options clearly and confidently.

You may decide to leave Preply for several legitimate reasons. Perhaps you've achieved your learning goals, your work schedule has become too unpredictable to commit to regular sessions, or you've discovered that the tutor's teaching style doesn't match your learning preferences. Some students cancel because they've found a more affordable alternative, whilst others step back temporarily due to financial constraints. Whatever your reason, Tocancel ensures you understand exactly what happens when you cancel.

Common reasons for cancellation

Understanding your motivation helps you determine the best cancellation approach. If you're dissatisfied with your current tutor, Preply allows you to switch to another tutor without cancelling your entire account. If your trial lesson didn't meet expectations, UK consumer law protects your right to request a refund within 14 days of purchase. If your lesson package is unused and you know you won't return, a full cancellation makes financial sense. Take a moment to clarify which scenario applies to you before proceeding.

What happens to your unused credits

When you cancel your Preply account, your primary concern is likely the fate of any unused lesson credits or pre-paid funds. Preply's terms specify that lesson credits are tied to your active account. Once you cancel, you lose access to schedule future lessons, which means those credits become inaccessible unless you formally request a refund. This is where UK consumer protection law becomes your ally, and why Tocancel emphasises understanding your rights before you initiate cancellation.

Your consumer rights and Preply cancellation law

As a UK consumer purchasing online tutoring services from Preply, you are protected by robust legislation that shields you from unfair contract terms and gives you statutory cancellation rights.

The consumer rights act 2015 and your protection

The Consumer Rights Act 2015 is your legal foundation when dealing with Preply. This law requires that services provided by Preply must be performed with reasonable skill and care, and that any information given to you about those services must be accurate and not misleading. If a tutor's profile misrepresents their qualifications or experience, or if Preply's service falls below a reasonable standard, you have grounds to request a refund or cancellation without penalty.

Critically, the Act also covers your cancellation rights if you haven't yet started lessons or if you're within a defined cancellation window. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 extend these protections by giving you a 14-day cooling-off period from the date you purchased your lesson package. This means you can cancel without reason and receive a full refund within that timeframe, provided you haven't started lessons with that tutor.

The 14-day cooling-off period: your legal window

The 14-day cooling-off period is one of your most powerful consumer protections under UK law. It begins on the day you complete your purchase (not the day of your first lesson), and it runs for exactly 14 calendar days. During this period, you can cancel your lesson package and request a full refund without providing justification.

Your legal position: If you purchase a lesson package and complete your purchase on a Monday, your 14-day cooling-off period ends at 11:59 pm on the second Sunday following that purchase. You must submit your cancellation notice in writing-either through the Preply platform or by sending a formal written request-before this deadline expires.

Important exception: If you have already started lessons or attended your first session with a tutor, your cooling-off right is forfeited, and you lose the statutory 14-day protection. This is why Tocancel recommends cancelling immediately if you're unsure, rather than waiting and losing this right.

How to cancel your Preply account: step-by-step methods

Preply offers multiple cancellation methods, and you should choose the approach that works best for you and leaves a clear paper trail of your request.

Cancel through the Preply website or mobile app

The easiest way to cancel is directly through your Preply account. Follow these steps to initiate your cancellation:

1. Log in to your Preply account using your email and password
   • If you've forgotten your password, click "Forgot password" and reset it before proceeding
2. Navigate to your account settings or profile menu (usually in the top-right corner)
   • On desktop, look for a gear icon or "Settings"
   • On mobile, tap the menu icon (three horizontal lines) to reveal the settings option
3. Select "Account settings" or "Manage my account"
4. Look for a "Cancel account" or "Delete account" option
   • This may be under a "Billing," "Subscription," or "Account" tab
   • If you cannot find it, scroll down-it is often at the bottom of the settings page
5. Click the cancellation button and confirm your request
   • Preply will ask you why you're leaving-this feedback is valuable but not mandatory
   • You may be offered a discount or incentive to stay; you can decline this and proceed with cancellation
6. Confirm your cancellation by clicking the final confirmation button
   • Keep a screenshot of this confirmation page as proof of your cancellation date

Cancel by written request to preply's registered address

If you prefer a formal, documented cancellation or if the online method does not work, you can send a written cancellation request via post. This method creates a clear, timestamped record of your cancellation notice.

1. Prepare a formal written cancellation letter
   • Include your full name, email address, and Preply account username
   • State clearly: "I wish to cancel my Preply account effective immediately"
   • Include the date of the letter and request a written confirmation of cancellation
   • If you are within your 14-day cooling-off period, state: "I am exercising my right to cancel under the Consumer Contracts Regulations 2013"
   • Request a refund of any unused lesson credits or pre-paid balance
2. Send your letter by Royal Mail Special Delivery
   • This method provides proof of posting and tracked delivery
   • Do not use standard Royal Mail, as it does not guarantee a timestamp
   • Keep your Special Delivery receipt as proof
3. Allow 5-7 working days for your letter to reach Preply
4. Follow up with an email to Preply's support team ([email protected]) confirming you've sent a written cancellation notice by post
   • Include your account details and the date you posted your letter
   • Request written confirmation of receipt and cancellation
5. Keep all correspondence-email confirmations, Special Delivery receipts, and copies of your cancellation letter

Cancel via Preply customer support email

You can also request cancellation directly through Preply's customer support email. This creates a documented trail of your request and is faster than postal cancellation.

1. Send an email to [email protected] with the subject line: "Account cancellation request"
2. In your email, include:
   • Your full name and registered email address
   • Your Preply account username or user ID
   • A clear statement: "I request immediate cancellation of my Preply account"
   • If within 14 days: "I am exercising my cooling-off right under the Consumer Contracts Regulations 2013"
   • Request written confirmation of cancellation and any refund details
3. Send the email and save it to a folder or mark it as important
4. Expect a response within 3-5 business days
   • Preply should confirm your cancellation and outline next steps for any refund
   • If you do not receive a response within 5 days, send a follow-up email
5. Once you receive confirmation, screenshot or download the email and keep it indefinitely

Understanding refunds and unused lesson credits

Your refund entitlement depends on when you cancel and whether you have started lessons. Tocancel breaks down the key scenarios so you know exactly what to expect.

Refunds within the 14-day cooling-off period

If you cancel within 14 days of your purchase and have not attended any lessons, you are entitled to a full refund under UK consumer law. Preply must return your money via the same payment method you used to purchase (usually your debit or credit card). This refund should be processed within 14 days of Preply receiving your cancellation notice.

If a lesson was scheduled but not yet attended: You are still within your cancellation window and entitled to a full refund, because you have not consumed the service.

If you attended even one lesson: Your cooling-off right ends, and Preply may claim that the service has been partly consumed. However, you may still have grounds to request a refund if the tutor's performance was below a reasonable standard under the Consumer Rights Act 2015.

Refunds after the 14-day cooling-off period

Once your 14-day cooling-off window closes, you lose the automatic statutory right to cancel and receive a refund. However, your rights do not disappear entirely. If Preply has failed to perform its service with reasonable skill and care, or if there is a breach of contract, you can still request a refund or compensation. Examples include:

• A tutor who does not possess the qualifications or experience advertised in their profile
• Consistently poor lesson quality that falls below a reasonable standard
• Preply cancelling or frequently rescheduling your lessons without justification
• Technical failures on Preply's platform that prevent you from accessing your tutor

If any of these apply, write to Preply's support team requesting a refund and citing the relevant breach. Tocancel recommends keeping detailed records of poor performance-lesson dates, notes on what went wrong, and any messages to your tutor-to support your claim.

Processing timelines for your refund

Once Preply approves your refund, the timeline depends on your payment method. Refunds are normally returned to your original payment method:

Check your bank or card statement after 10 days. If the refund has not appeared, contact Preply again with your cancellation confirmation and ask for a refund status update.

What to do after you cancel Preply

Cancellation is just the beginning. You'll need to confirm the cancellation went through and monitor your account and finances to ensure everything is complete.

Confirm your cancellation is complete

After you cancel, verify that your account has been fully deactivated. Log back into your Preply account (or attempt to) within 24 hours. If cancellation was successful, you should either be unable to log in, or you should see a message stating that your account is closed or pending deletion. If you can still access your lessons or tutoring platform normally, contact Preply immediately to confirm cancellation was processed.

Track your refund status

Once Preply confirms your cancellation, ask them for an estimated refund date. Use this as a reference point and check your bank or payment account 2-3 days before the deadline. If the refund has not appeared by the promised date, contact Preply's support team with your cancellation confirmation and request an urgent refund status update.

Cancel any renewal or auto-top-up settings

If you set up automatic lesson credits or a monthly subscription with Preply, ensure these are switched off when you cancel. Some users have reported that lessons continue to be charged after cancellation if auto-renewal was not explicitly disabled. Log in one final time (if possible) to check your billing preferences, or ask Preply's support team to confirm all auto-renewal settings have been disabled.

Common mistakes to avoid when cancelling Preply

Cancelling an online service can feel stressful, especially if you're worried about losing your money or missing a refund deadline. The good news is that most cancellation problems are avoidable if you follow a few simple rules.

Mistake 1: assuming cancellation is automatic once you stop using the service

Simply stopping your lessons or not logging in does not cancel your account. If you have a paid lesson package or an auto-renewal subscription, you will continue to be charged. You must actively cancel through one of the methods outlined above. Do not assume silence or inactivity equals cancellation.

Mistake 2: cancelling by email without requesting written confirmation

If you email Preply requesting cancellation but they simply reply saying "your account is cancelled" in a general support email, you may struggle to prove the cancellation date later. Always request a formal written confirmation that includes the exact date your cancellation was processed and any refund details. Screenshot or save this email in a separate folder.

Mistake 3: ignoring the 14-day cooling-off deadline

UK consumer law gives you 14 days to cancel without reason. After this period, Preply can argue that you've had time to use the service and may refuse a refund. If you're unhappy with your tutor or lesson quality, cancel immediately rather than waiting. If you miss this 14-day window, you'll need to prove a breach of contract or poor service quality to claim a refund, which is harder and takes longer. Tocancel advises marking your 14-day deadline in your calendar to avoid this costly mistake.

Mistake 4: not keeping copies of your cancellation request and confirmation

If Preply later claims they never received your cancellation or refuses to process your refund, your evidence will be your cancellation request, your confirmation, and any related emails. Screenshots, PDFs of emails, and Special Delivery receipts are your proof. Store these in a folder on your computer or phone, and do not delete them for at least 6 months after your refund is processed.

Mistake 5: cancelling through the app but not checking the website

Preply's app and website are sometimes linked differently. If you cancel through the app but Preply only recognises the cancellation on the website (or vice versa), you may end up with a partially cancelled account that continues to charge. Always cancel through the method that feels most secure to you, then verify the cancellation through at least one other method (email support or the website) to be certain.

When should you keep your Preply account instead of cancelling

Cancellation is not always the best option. Before you proceed, consider whether pausing, switching tutors, or adjusting your subscription might better suit your needs.

If Preply refuses to process your cancellation or refund

If you cancel correctly but Preply delays, ignores, or refuses to process your cancellation or refund, you have consumer protection recourse.

Step 1: contact preply's support team with evidence

Send a formal email to [email protected] titled "Formal complaint: cancellation and refund dispute." Include your cancellation confirmation, the date of your original cancellation request, and a clear statement of what you're owed. Ask for a response within 5 business days. Keep this email and any reply.

Step 2: escalate through preply's complaints procedure

If Preply does not respond satisfactorily, ask them for their formal complaints procedure and alternative dispute resolution (ADR) details. Companies are required by UK law to have a complaints process. Preply should provide a contact email or form where you can lodge a formal complaint. Submit your complaint in writing and request a final response within 8 weeks.

Step 3: contact your payment provider

If Preply refuses to refund you within reasonable time, contact your bank or card provider directly. You can request a chargeback (for credit and debit cards) or dispute (for PayPal), which reverses the payment. Explain that you cancelled your account, provided evidence, and Preply refuses to refund you. Most payment providers will refund you whilst they investigate Preply.

Step 4: report to the financial conduct authority or citizens advice

If Preply continues to refuse your refund and you've exhausted the above steps, report the company to the Financial Conduct Authority (FCA) or contact Citizens Advice Consumer Service. You can also file a complaint with Tocancel, which tracks and publicises unresolved refund disputes. The FCA and Citizens Advice can investigate unfair trading practices and force Preply to comply with UK consumer law.

Summary checklist: your Preply cancellation

Use this checklist to ensure you cancel correctly and protect your refund:

How tocancel helps you cancel with confidence

Cancelling an online service should be straightforward, but many companies make it deliberately difficult to protect their revenue. That's where Tocancel comes in. Tocancel has helped thousands of consumers cancel subscriptions, recover refunds, and understand their consumer rights. Whether you're cancelling Preply, a gym membership, or any other subscription service, Tocancel provides clear, step-by-step guidance backed by UK consumer law.

If you've cancelled Preply and Preply refuses to process your refund, or if you need help drafting a formal complaint, Tocancel is here to support you. Visit Tocancel today to access templates, checklists, and expert advice on recovering your money and exercising your rights as a consumer.

Preply cancellation contact information

Use these details to cancel your Preply account or request support:

If you need further assistance understanding your rights or resolving a dispute with Preply, Tocancel is your trusted partner in consumer empowerment. Cancel confidently, recover your money, and protect yourself with expert guidance from Tocancel.