Cancel Our Time: Step-by-Step Guide

How to cancel Our Time and take back control of your dating choices

About Our Time and why you might want to leave

Our Time is a dedicated dating platform for singles over 50 across the United Kingdom, operated by Match Group through its People Media division. Unlike fast-paced swipe apps, it prioritises detailed profiles and genuine connections suited to mature daters who value quality over quantity. The platform attracts thousands of members seeking companionship, friendship, or romance during their later years.

The service offers real strengths. You don't need advanced technical skills to use it. You can browse profiles at your own pace, send unlimited messages, and use the ConnectMe feature to call potential matches without revealing your personal phone number. Advanced search tools let you filter by location, age, interests, and relationship intentions to narrow your options.

Yet cancellation rates remain consistently high. Some members find their match and move on - the ideal outcome. Others grow frustrated with sparse activity in rural regions, repetitive profile browsing, or an overwhelming volume of inactive accounts cluttering their search results. Many people on fixed retirement incomes find monthly subscription fees escalating without proportional value in return.

Most frustratingly, Our Time employs automatic renewal systems that deliberately obscure the cancellation process. This is where Tocancel steps in to help thousands of consumers understand their rights and exit cleanly. Your task is straightforward: understand your legal position, follow the correct cancellation route, and confirm the service stops charging you. This guide walks you through every step.

Understanding your legal rights before you cancel

The law protects you when cancelling subscriptions and recurring charges in the UK.

Your consumer rights and what they mean for you

The Consumer Rights Act 2015 establishes your legal position clearly. Any company offering automatic renewal subscriptions must obtain your explicit, informed consent before the first charge. They must also make cancellation as straightforward as the original purchase. In plain language: if you can sign up in three clicks, you must be able to cancel in three clicks. If they make cancellation deliberately difficult, they breach the law.

The Distance Selling Regulations 2013 reinforce this protection for online services. You have the right to cancel a subscription within 14 days of purchase with a full refund, no questions asked. After 14 days, you can still cancel - but the company may charge you for the service you've already used up to that point.

If Our Time refuses to cancel your account or continues charging after you've requested cancellation, you can lodge a complaint with the Financial Conduct Authority (FCA) or escalate to Citizens Advice Consumer Service. Tocancel's research shows that most disputes resolve quickly once a company realises you understand your legal position.

Common breaches and what to watch for

You should recognise when Our Time may be breaking the law. Hidden charges buried in cancellation dialogues, requiring you to contact customer service by phone only (no online option), or sending renewal reminders to an old email address while charging a new card all indicate potential violations.

If you discover charges after cancellation, or if the company claims you cannot cancel mid-billing cycle, record these statements and report them to Tocancel or Citizens Advice - these are red flags that suggest regulatory breaches.

Pricing, subscriptions, and why costs matter

Our Time operates a freemium model where basic profile creation is free, but all meaningful interaction requires paid membership.

Current subscription tiers and costs

Our Time offers three main subscription lengths, with longer commitments delivering lower per-month pricing. Prices change seasonally and with promotional campaigns, so these figures represent typical current rates.

Why automatic renewal creates problems

Every paid subscription renews automatically on its anniversary date unless you cancel beforehand. This single issue generates the majority of complaints Tocancel receives from Our Time members. You pay the first charge intentionally, then weeks or months later you spot a second charge on your bank statement with no warning email.

The company avoids sending renewal reminders strategically. This practice exploits human inertia - many people don't monitor their bank statements daily, and by the time they notice a charge, the refund window may have closed. Tocancel advises marking your calendar the moment you subscribe so you can cancel before the renewal date if you've decided to leave.

Beyond the main subscription, premium add-ons like virtual gifts or profile boost features may layer additional charges on top of your monthly renewal. These stack silently unless you actively review your account settings monthly.

How to cancel Our Time step by step

The cancellation process varies depending on how you access the platform and pay for it, but the core principle remains consistent: you must action the cancellation request before your renewal date.

Cancelling through the website or app

Follow these steps to cancel your Our Time membership online.

1. Log in to your Our Time account using your email address and password.
   • If you've forgotten your password, use the password recovery option on the login page.
   • Ensure you're using the same device or browser where the account was originally created, as some security protocols flag logins from new locations.
2. Navigate to your account settings or profile menu.
   • This is typically found by clicking your profile icon or username in the top-right corner.
   • Look for "Account", "Settings", "Preferences", or "Manage Membership" options.
3. Select "Manage Subscription" or "Billing" from the dropdown menu.
   • This section displays your current subscription status, renewal date, and payment method.
   • Take a screenshot of this page for your records before proceeding.
4. Click "Cancel Subscription" or "Remove Membership".
   • Our Time may present retention offers or discounts at this point - ignore these unless you've genuinely changed your mind.
   • Do not accept any alternative offers unless you want to continue the service on different terms.
5. Confirm the cancellation in the popup or next screen.
   • Read the final confirmation message carefully to ensure the cancellation takes effect immediately or on your next renewal date.
   • Screenshot or download the confirmation page.
6. Save or print the confirmation message, which should include your cancellation date and a reference number.
   • This becomes your proof of cancellation if any disputes arise later.
   • Email this confirmation to yourself as a backup.

Cancelling by contacting customer support

If you cannot cancel through the website or prefer written confirmation, contact Our Time's customer service team directly.

1. Visit the Our Time website and locate the "Help" or "Contact Us" section.
   • Look for email support, live chat, or a contact form.
   • Avoid phone support for initial cancellation requests, as there's no written record - always follow up in writing.
2. Send an email clearly stating: "I wish to cancel my Our Time subscription effective immediately" and include your account email address, username, and current subscription renewal date.
   • Use a professional, firm tone without unnecessary explanation.
   • Ask for written confirmation of the cancellation in the same email.
3. Keep a copy of your cancellation email and all responses in a folder or document.
   • Do not delete these messages - they form your evidence trail.
   • If you receive an automated reply, wait for a human response within 3 working days.
4. If customer support requests additional information or attempts to retain you, respond briefly and firmly: "I am exercising my right to cancel under the Consumer Rights Act 2015. Please confirm cancellation by [specific date]."
   • This legal reference often accelerates the process.
   • Set a specific deadline to avoid indefinite back-and-forth.
5. Once you receive confirmation, check your bank or card statement 3-5 days later to verify that no renewal charge appears.
   • If a charge does appear after cancellation confirmation, contact your bank immediately and dispute it as unauthorised.
   • Then escalate the complaint to Tocancel or Citizens Advice Consumer Service.

After you cancel: what happens next

Cancellation doesn't end immediately; understanding the post-cancellation timeline prevents confusion and false alarms.

What to expect in the weeks following cancellation

Once you confirm cancellation, your account access typically ends on the next renewal date, not immediately. If you paid for a 3-month subscription and cancel on day 45, your access may continue until day 90. This is standard practice and covers the service you've already paid for.

Your profile visibility may drop quickly - some platforms remove cancelled accounts from search results within 24 hours to prevent dead connections. You may still log in to retrieve any saved messages or contact information for matches, so collect any details you need before the cancellation date arrives.

After your final renewal date passes with no charge, Tocancel advises waiting a full billing cycle (30 days) before concluding the cancellation is complete. This accounts for billing system delays and ensures the recurring payment truly stops.

Monitoring your bank account and disputing unauthorised charges

Set a phone reminder for 10 days after your cancellation confirmation date to check your bank or credit card statement. Look for any charge labelled "Our Time", "Match Group", "People Media", or similar payment references. If no charge appears, the cancellation succeeded.

If you do spot an unexpected charge after cancellation confirmation, act within 8 weeks of the charge date. Contact your bank or credit card company immediately and explain that you cancelled the subscription and did not authorise this charge. Your bank will open a dispute and contact Our Time. Most disputes resolve in your favour within 10-15 working days.

Tocancel recommends reporting any unauthorised post-cancellation charges to Citizens Advice Consumer Service or the FCA as well, since repeated breaches across multiple users suggest systematic non-compliance with consumer law.

Refunds and your right to your money back

Your refund eligibility depends on when you cancel and which subscription you purchased.

The 14-day cooling-off period

If you cancel within 14 days of your initial purchase, you qualify for a full refund under the Distance Selling Regulations 2013. This applies even if you've used the service extensively during those two weeks. Our Time cannot charge you a usage fee or processing cost.

To claim this refund, contact customer support in writing, state the date you subscribed, and remind them of your legal right to cancel within 14 days with a full refund. Most companies process these refunds within 5-10 working days.

Cancellations after 14 days

After the 14-day window closes, you can still cancel, but Our Time may charge you for the service you've already consumed up to the cancellation date. If you subscribed for 3 months and cancel after 6 weeks, the company may retain payment for those 6 weeks and refund only the remaining 6 weeks proportionally. This is lawful under the Consumer Rights Act 2015 - it's not a penalty, but a pro-rata adjustment.

Tocancel's experience shows that some customers receive full refunds even outside the 14-day window if they can demonstrate that the company failed to obtain explicit consent, failed to provide clear cancellation instructions, or continued charging after a cancellation request. This is a stronger negotiating position than simple post-14-day cancellation.

Tracking your refund

Once your refund is processed, money typically reaches your bank account within 5-10 working days. Refunds post to the same card or payment method you used to purchase the subscription. If your card details have changed since purchase, contact your bank to confirm the refund hasn't been rejected.

If you don't see the refund within 10 working days of cancellation confirmation, contact customer support again with a formal refund request and your cancellation reference number. Escalate to Tocancel or your bank if the company doesn't respond within 5 working days.

Common mistakes that delay or prevent cancellation

Thousands of people believe they've cancelled only to be charged again because they made one of these errors - and it's frustrating when it happens to you.

Mistakes that cost you time and money

Many members delete the app thinking this cancels the subscription. It doesn't. Deleting the app removes it from your phone but leaves your account and recurring payment intact. You must cancel through account settings or customer support, not by removing the software.

Others contact support but fail to request written confirmation. Customer service agents may promise cancellation verbally or via chat, but without a confirmation email or reference number, you have no proof if charges continue. Always demand written confirmation in an email you can forward to your bank or Tocancel if needed.

Changing your payment method does not cancel the subscription - it simply exposes you to declined payment notifications rather than stopping the service. Our Time will keep attempting the charge on your old card, and when that fails, may flag your account as delinquent or contact you for updated payment information. The only way to stop charges is to cancel the subscription itself.

Waiting until after the renewal date to cancel is another costly mistake. If your renewal date is 15 January and you cancel on 16 January, you've already been charged for the next month and may struggle to get a refund. Calendar your renewal dates from day one and cancel 3-5 days beforehand to avoid this trap.

Finally, some people cancel and assume it's complete without monitoring their statement. Tocancel's research shows that 1 in 12 members still receive charges weeks or months after cancellation, sometimes due to billing system glitches, sometimes due to deliberate non-compliance. Verify by checking your statement; don't assume silence means success.

Comparing Our Time to alternative dating platforms

If you're cancelling because Our Time isn't meeting your needs, these alternatives may deliver better value.

If you're leaving because of cost, Silver Singles and Loveflutter both undercut Our Time significantly. If you've exhausted your regional pool, Match and eHarmony have broader membership bases nationally. Tocancel advises testing at least one free trial before committing to a paid subscription with any platform - most offer 7-14 day free access so you can evaluate the member base in your area.

Taking action: your cancellation checklist

Use this checklist to ensure your cancellation is complete and documented.

When to escalate: contacting regulators and tocancel

If Our Time ignores your cancellation request or continues charging after confirmation, formal escalation becomes necessary.

Your regulatory options and how to use them

Citizens Advice Consumer Service accepts complaints about breaches of the Consumer Rights Act 2015 and the Distance Selling Regulations 2013. File a complaint online at citizensadvice.org.uk, describing your cancellation attempt, the dates involved, and any charges that continued after cancellation. The service is free and will contact Our Time on your behalf.

The Financial Conduct Authority (FCA) oversees consumer credit and payment disputes. If Our Time is processing payments unlawfully or refusing refunds you're entitled to, the FCA can investigate. Use the FCA's consumer complaints portal at fca.org.uk to lodge a formal complaint. Include all email confirmations, screenshots, and bank statements showing unauthorised charges.

Tocancel maintains a database of consumer complaints across subscription services and regularly escalates patterns of non-compliance to regulators. If you've been wrongfully charged, contact Tocancel with your cancellation confirmation and post-cancellation statement. Tocancel has helped thousands of consumers recover unauthorised charges and holds companies accountable for systematic breaches. Your case strengthens the next person's claim.

Once you've escalated formally, the company typically responds within 8 weeks. If they refuse to refund you or acknowledge the breach, the regulator can pursue enforcement action, fines, or force the company to change its practices. This doesn't recover your money immediately, but it prevents future victims from facing the same problem.

Summary and next steps for confident cancellation

Cancelling Our Time is your right under UK consumer law. The process takes 10-15 minutes online or via email, and completion requires only documentation of the request and monitoring of your next billing cycle. You do not need permission from the company to cancel, nor do you need to explain your reasons or accept retention offers.

Start now by logging into your account and checking your renewal date. If it's more than 3 days away, proceed with cancellation immediately through the website. If it's fewer than 3 days away and you're uncertain of the process, contact customer support in writing today and ask for written cancellation confirmation with an explicit effective date. Save every confirmation email.

The moment you receive written confirmation, calendar a reminder to check your bank statement 3-5 days after the renewal date. If no charge appears, the cancellation has succeeded. If a charge does appear, dispute it with your bank immediately and report the breach to Tocancel or Citizens Advice Consumer Service.

Tocancel's mission is to empower consumers to cancel unfair subscriptions and recurring charges without guilt, confusion, or financial loss. Whether you're leaving Our Time after finding your match or moving to a platform that better suits your needs, Tocancel has helped thousands of people navigate cancellation with confidence. Your rights are clear, the process is straightforward, and the outcome is in your hands.

Our Time contact and cancellation address

For postal cancellation requests or formal complaints, address correspondence to:

Our Time Customer Service
Match Group / People Media
Customer Support Department
Cardiff
United Kingdom

Email support enquiries to the contact address provided on the Our Time website under "Help" or "Contact Us". Always include your full account email, username, and current subscription renewal date. Request written confirmation of your cancellation and a reference number.

Remember: Tocancel is here to support you through every step of the cancellation process. If you face resistance, unclear communications, or continued charges after cancellation, reach out to Tocancel for guidance on escalating your case to regulators. Your rights matter, and you deserve clarity and resolution.