Cancel Trustpilot: The Right Way

How to cancel your Trustpilot business subscription and reclaim control of your account

Understanding Trustpilot and why you may want to cancel

Trustpilot is an online review platform where customers leave feedback about your business, and you pay for tools to collect, manage, and showcase those reviews across your website and marketing channels. The platform started in 2007 in Copenhagen, Denmark, and has grown into a global service. Many Malaysian small and medium enterprises use Trustpilot for review widgets, automated invitation campaigns, and public reputation management.

The confusion often begins because Trustpilot operates a freemium model-you can have a free business profile alongside a paid subscription. When you sign up for a paid plan, your subscription renews automatically at the end of each billing cycle unless you actively cancel. This means money leaves your account every month or year without a second approval, which catches many business owners off guard.

What trustpilot's paid plans actually cost

Trustpilot's pricing varies by plan tier. The Starter plan costs approximately RM467 per month, the Plus plan costs around RM1,506 per month, and the Premium plan reaches RM3,771 per month. All paid plans require a 12-month commitment as standard. For a Malaysian business, this represents a significant annual investment-potentially RM5,604 to RM45,252 depending on which tier you choose.

The paid features include review invitation quotas, customizable widgets, support for multiple users, domain customization, and third-party integrations. If you only need basic public reviews visible on search results, Google Business Profile offers similar functionality at no cost. Your decision to keep or cancel should depend on whether those paid features deliver real value to your business operations.

When cancellation makes sense for your business

You should consider cancelling Trustpilot if you are not actively using the review collection features, if the monthly cost no longer fits your budget, or if you have found a cheaper alternative that meets your needs. You may also want to cancel if you signed up by mistake, if your business focus has shifted away from online reviews, or if customer feedback is now being managed through a different platform entirely.

Common reasons Malaysian business owners reach out to Tocancel include discovering they were auto-billed after a free trial ended, realizing they purchased a plan they never intended to use, or finding that promised features do not work as advertised. Whatever your reason, you have the right to cancel your subscription, and Tocancel can help you understand your options and execute the cancellation cleanly.

Your consumer rights under malaysian law

When you purchase a subscription from Trustpilot, you enter into a consumer contract governed by the Consumer Protection Act 1999 (Act 599). This law protects you from unfair terms, hidden charges, and misleading information about pricing and cancellation.

What the consumer protection act 1999 guarantees you

Under the Consumer Protection Act 1999, you have the right to clear, honest information about what you are buying-including the full cost, the term length, how renewal works, and how to cancel. If Trustpilot has not made these terms visible and easy to understand before you paid, that may breach the Act. You also have the right to cancel any distance contract (including online purchases) within 14 days of signing up, as long as the service has not yet been substantially performed.

In practice, this 14-day cooling-off period is your strongest legal position. If you signed up within the last 14 days and Trustpilot has not yet provided significant services, you can demand a full refund by invoking this right. Even after 14 days, you can cancel the contract at any time, though you may not recover what you have already paid for that billing cycle.

The Domestic Trade and Consumer Affairs Ministry (KPDNKK) enforces consumer protection in Malaysia. If Trustpilot refuses to refund you, ignores your cancellation request, or continues charging after you have cancelled, you can lodge a complaint with KPDNKK or escalate to the Consumer Claims Tribunal if the disputed amount is within their jurisdiction (typically up to RM5,000).

Your legal position on automatic renewal

Trustpilot's business terms state that your subscription renews automatically unless you cancel. However, Malaysian consumer law requires businesses to seek your informed, explicit consent before charging you again. If Trustpilot has not made the auto-renewal terms crystal clear in plain language before you paid, or if the cancellation process is deliberately hidden, you may have grounds to dispute charges under the Consumer Protection Act 1999.

Your strongest approach is to cancel now, keep evidence of the cancellation, and dispute any further charges through your payment method (credit card chargeback) or KPDNKK if needed. Tocancel recommends documenting every step to build a clear record for any future dispute.

How to cancel your Trustpilot subscription step by step

Cancelling Trustpilot requires you to access your business account online and navigate to the billing or membership section. The process is straightforward once you know where to look, and you can complete it in under five minutes.

Prepare your account before cancelling

Before you click cancel, take these protective steps. Log into your Trustpilot Business account and locate your current plan details, renewal date, and payment method. Take screenshots of your Membership or Billing page, your latest invoice, and any confirmation that shows your subscription period. Export any review data, reports, performance metrics, or custom widget settings you may need after cancellation, because Trustpilot's terms do not clearly explain how long they retain your data once your subscription ends.

This preparation serves two purposes: it gives you a clear record of what you owned and when it renews, and it ensures you do not lose important business information during the transition. Tocancel strongly advises keeping these screenshots for at least 12 months in case you need to dispute a charge later.

Cancel through your Trustpilot business account

1. Open your web browser and go to corporate.trustpilot.com. Log in with your business email and password.
   • If you have forgotten your password, use the "Forgot password" link on the login page and follow the reset email sent to your inbox.
2. Once logged in, locate the Membership or Billing section in your account dashboard. This may be listed under Account Settings, Plans, or Subscription.
   • If the menu is not obvious, look for a gear icon (settings) or click on your business name at the top right.
3. Find your current subscription plan and look for a Cancel Subscription, Downgrade, or End Plan button. Click it.
   • Trustpilot may ask you to confirm the cancellation or fill out a brief survey about why you are leaving. You are not required to answer the survey, but it can help you document your reason for cancellation.
4. Confirm the cancellation when prompted. Trustpilot will show you a confirmation message with an end date for your access.
   • Your access typically continues until the end of your current billing period. For example, if you cancel on 15 March and your plan renews on 30 April, you retain access until 30 April, then it stops.
5. Check your email for a cancellation confirmation from [email protected]. Save this email as proof of your cancellation request.
   • If you do not receive a confirmation email within 24 hours, contact Trustpilot support to confirm the cancellation was processed.

Contact Trustpilot support if the web cancellation fails

If you cannot find the cancel button, if the system gives you an error, or if you have concerns about your specific contract, contact Trustpilot directly. You can reach their support team by email at [email protected], by phone at +31 20 299 1600 (note: this is an international number), or through live chat in your Business account (live chat may require an upgraded plan).

When you contact support, use this template email to make your cancellation crystal clear:

Subject: Cancellation request for Trustpilot Business account [your business name]

Dear Trustpilot Support,

I request immediate cancellation of my Trustpilot Business subscription, effective at the end of my current billing cycle on [insert date]. Please confirm this cancellation in writing and confirm the exact date my access will end. Please also confirm whether any refund is due for unused portions of my subscription. My business account email is [your email]. Thank you.

Send this from the email address registered to your account. Keep a copy for your records. This creates a clear paper trail and holds Trustpilot accountable for processing your request accurately.

What happens to your account and data after cancellation

Understanding what happens after you cancel reduces anxiety and helps you plan your next steps. Trustpilot's approach is generally clear, though some areas remain fuzzy.

Access and data retention after cancellation

Once your subscription ends, your access to paid features stops immediately. You lose the ability to send review invitations, use advanced widgets, manage multiple user accounts, and access analytics dashboards. However, your existing reviews do not disappear-they remain publicly visible on Trustpilot's website, which may actually benefit your online reputation even after you cancel.

Trustpilot does not clearly state how long they retain your historical data, account information, and analytics. Tocancel recommends exporting everything you need before cancellation and asking Trustpilot in writing how long they store your data and whether you can request deletion. Under Malaysian data protection laws (Personal Data Protection Act 2010), you have the right to request that Trustpilot delete your personal data, though business reviews may be treated differently.

Transitioning to a free profile or alternative platform

After your paid subscription ends, your business can remain on Trustpilot's free tier. You will have a public profile, and customers can still leave reviews-you simply cannot actively invite them or use paid distribution tools. This free profile has real value for SEO and customer trust, so consider keeping it even if you cancel the paid plan.

If you want to move completely away from Trustpilot, export your reviews and ratings through your account before cancellation. You can then upload this data to Google Business Profile (free), Yelp, or another review platform. This transition preserves your reputation history and ensures customer reviews work for you across multiple channels.

Refunds and billing after cancellation

Refunds from Trustpilot are not automatic, and your eligibility depends on when you cancel and how much of your billing cycle remains. Understanding the refund policy protects you from unnecessary losses.

When you are entitled to a refund

If you cancel within 14 days of your original purchase and Trustpilot has not yet provided substantial services, you can demand a full refund under the Consumer Protection Act 1999's cooling-off period. "Substantial services" is subjective, but generally means Trustpilot has actively provided the service you paid for (e.g., sent review invitations, displayed your widget, provided analytics). Simply having access to the platform for a few days without using it typically qualifies as "not yet substantially performed."

After 14 days, you can still cancel, but Trustpilot is not legally required to refund the remainder of your billing cycle. Malaysian consumer law does not force refunds for paid services once the service period has begun, unless the service is defective or not as advertised. However, many businesses offer pro-rata refunds as a courtesy-cancelling on day 20 of a 30-day cycle may return 33% of that month's cost, for example.

Preventing future charges and disputing unwanted payments

After you cancel, verify that no further charges appear on your next billing date. If Trustpilot charges you again after you have cancelled, you have the right to dispute the charge. Here is how:

If you paid by credit card: Contact your card issuer and request a chargeback, citing "service cancelled" or "unauthorized charge." Provide your cancellation confirmation email as evidence. Most credit card companies refund unauthorized charges within 30 days.

If you paid by bank transfer or direct debit: Ask your bank to reverse the transaction. You will need to provide evidence of cancellation.

If Trustpilot refuses to acknowledge your cancellation: File a complaint with KPDNKK (Domestic Trade and Consumer Affairs Ministry) or the Consumer Claims Tribunal. Tocancel can help you prepare this complaint if needed.

Document every step: keep the cancellation confirmation email, screenshots of the cancellation, your invoice, and any communication with support. This record is your evidence if you need to escalate.

Pricing comparison and alternatives to Trustpilot

Before you cancel, consider whether an alternative platform might serve you better. This table compares Trustpilot with other review management options available to Malaysian businesses.

For most Malaysian small businesses, Google Business Profile covers your essential review needs at no cost. If you need more sophisticated review workflows, consider Yelp or a support platform with review modules built in. Cancelling Trustpilot does not mean losing your online reputation-it means moving that reputation to platforms your customers already use.

Common mistakes to avoid when cancelling Trustpilot

Cancellation often goes wrong because of small oversights. Knowing these pitfalls helps you cancel cleanly without losing money or access to your data.

Mistake 1: cancelling without exporting your data first

Once you cancel, you lose access to your analytics, review reports, and account insights. If you need this data for business records, compliance, or moving to another platform, export it before you hit cancel. Tocancel has helped thousands of consumers recover lost data after cancellation only to realize they needed it-do not join that group.

Mistake 2: assuming cancellation stops charges immediately

Cancellation typically ends your access and charges at the end of your current billing period, not immediately. If you pay monthly and cancel on the 15th but your billing date is the 30th, you will be charged once more on the 30th for that final month. Only then does the subscription stop. Read the cancellation confirmation carefully to see your exact end date.

Mistake 3: not keeping cancellation confirmation

If you cancel through the web interface and do not receive an email confirmation, you have no proof you cancelled. Trustpilot may later claim you never requested cancellation and charge you anyway. Always save the confirmation screen, email, or support ticket number. This is your only defense if charges continue.

Mistake 4: confusing cancellation with account deletion

Cancelling your subscription does not delete your business account or remove your reviews from Trustpilot. If you want complete removal, contact support and ask explicitly for account deletion. Even then, Trustpilot may keep reviews on the platform (because they are part of the public record), but your profile can be hidden.

Mistake 5: ignoring charges after cancellation

If you see a charge after your cancellation date has passed, contact support immediately. Do not assume it is a system error that will resolve itself. Act within 30 days to dispute the charge with your bank or card issuer, or your right to recover the money may expire.

Checklist: cancelling Trustpilot safely and completely

Use this checklist to ensure your cancellation is clean and you retain all necessary information.

Key takeaway and next steps

You have the right to cancel your Trustpilot subscription at any time. Malaysian consumer law, particularly the Consumer Protection Act 1999, protects you from unfair billing, hidden charges, and delayed refunds. If Trustpilot continues charging you after cancellation or refuses to process your cancellation request, you can escalate to KPDNKK or dispute the charge through your payment method.

Tocancel recommends cancelling through your business account first, keeping proof of the cancellation, and monitoring your next billing cycle. If problems arise, use the escalation steps outlined above. Tocancel has helped thousands of consumers cancel unwanted subscriptions and recover overcharges-your situation is solvable.

For additional support navigating the cancellation process, compliance with Malaysian consumer law, or preparing a complaint to KPDNKK, visit Tocancel.com. Our resources, guides, and expert advisors are available to help you take confident action. Start your cancellation today and reclaim control of your business expenses.

Contact information for Trustpilot support and malaysian consumer authorities

Trustpilot support

Email: [email protected]
Phone: +31 20 299 1600 (international; local Malaysia rates apply)
Web: corporate.trustpilot.com
Live chat: Available in your Trustpilot Business account (may require upgraded plan)

Malaysian consumer protection contacts

Domestic Trade and Consumer Affairs Ministry (KPDNKK)
Phone: +603 8882 7777
Email: [email protected]
Website: kpdnkk.gov.my

Consumer Claims Tribunal
Phone: +603 8883 2211
Website: konsumer.ptd.gov.my
Jurisdiction: Claims up to RM5,000

Tocancel stands with you. Cancel with confidence and get your money back.