Cancel Trustpilot: The Right Way

How to cancel your Trustpilot subscription and protect your business in south africa

What is Trustpilot and why you might want to cancel

Trustpilot is a global online review platform where customers publish feedback about your business. If you operate in South Africa, you may have signed up for a Business account to monitor your online reputation, collect customer reviews, and respond to feedback in one place. The platform offers both free and paid subscription plans, ranging from basic review collection tools to advanced analytics and customization features.

Many South African businesses use Trustpilot to build customer trust and gather authentic feedback. However, if your reputation management strategy has shifted, your budget constraints have changed, or you have found alternative review platforms that better suit your needs, cancelling your subscription makes sense. Understanding your account type and your cancellation rights is the first step toward a confident exit.

Business accounts versus consumer accounts

Trustpilot offers two distinct account types. Business accounts come in free and paid subscription plans. Paid plans unlock features like customer invitation campaigns, advanced analytics, competitor benchmarking, and customized review widgets for your website. Consumer reviewer accounts are free and allow individuals to post reviews without any contractual obligation or cancellation requirement.

If you subscribed to a paid Business plan directly from Trustpilot, you will need to follow a formal cancellation process governed by your contract terms. Free Business accounts and consumer accounts have simpler removal procedures. Check your email invoices or account dashboard to confirm which plan type you hold before you cancel.

How Trustpilot fits into your business operations

Trustpilot integration depends on your business model. You may have connected it to your website, embedded review widgets, or used it to send customer invitation campaigns. If you decide to cancel, you will want to understand what happens to your existing reviews and data. Your reviews remain on the Trustpilot platform even after cancellation, but you lose the ability to respond to new reviews or access your paid analytics dashboard.

This means you should download or document any business intelligence you need before you submit your cancellation request.

Your consumer rights under south african law

As a business purchasing services in South Africa, you are protected by the Consumer Protection Act 68 of 2008, which safeguards your rights when buying subscriptions like Trustpilot.

What the consumer protection act means for your subscription

The Consumer Protection Act requires service providers to act fairly, honestly, and professionally. Your legal position is clear: if Trustpilot has failed to deliver promised features, experienced extended downtime, or breached the terms of your contract, you may have grounds to request a refund or cancellation without penalty. Additionally, you have the right to cancel if Trustpilot has materially breached the agreement and failed to remedy the breach within a reasonable timeframe, typically 30 days.

Document all service failures, missed features, or technical issues in writing. Keep copies of your subscription contract, invoices, and all email correspondence with Trustpilot support. If the company refuses your cancellation request or withholds a refund you believe you are entitled to, you can escalate your complaint to the National Consumer Commission (NCC), which enforces consumer protection law in South Africa.

Your right to cancel and refund protection

You have the right to cancel your Trustpilot subscription if the service fails to meet the standard of quality reasonably expected for the price you pay. If Trustpilot becomes permanently unavailable or the company ceases operations in South Africa, you may qualify for a pro-rata refund for unused time. The Consumer Protection Act also protects you from unfair contract terms, so if Trustpilot's cancellation clause is unreasonably restrictive or punitive, the NCC may intervene on your behalf.

Your right to cancel is yours to exercise, regardless of what a service provider claims in their terms-but you must follow the proper procedure to strengthen your position.

Trustpilot pricing and plan comparison

Understanding your current plan and its cost helps you determine whether cancellation is the right choice and whether you qualify for a refund.

Standard Trustpilot business plans

Trustpilot offers tiered pricing for South African businesses, though exact ZAR amounts vary based on your company size, industry, and contract date. The free Basic plan includes core review collection features. Paid plans (Standard, Professional, and Enterprise) add progressively advanced features like API access, custom workflows, and dedicated support.

If you are on a paid plan, your cancellation must be requested at least 30 days before the end of your subscription period, as stated in Trustpilot's Terms of Use and Sale for Businesses (November 2025).

Should you cancel your Trustpilot subscription?

Consider cancelling if your annual cost is not justified by the reviews you collect, if you have found a cheaper alternative platform, if your business is downsizing, or if you no longer value the analytics and reporting features. However, if you rely heavily on customer feedback for your online reputation, or if your contracts or team workflows are integrated with Trustpilot, weigh the switching cost before you cancel.

Many businesses also pause rather than cancel, especially if they are uncertain about long-term needs. Tocancel recommends you contact Trustpilot support to ask about plan downgrades or temporary suspensions before you commit to full cancellation.

How to cancel your Trustpilot subscription

Trustpilot does not offer self-service cancellation via your account dashboard. Instead, you must submit a formal cancellation request by email, following the procedure outlined in your service agreement.

Step-by-step cancellation process

1. Log in to your Trustpilot Business account and navigate to your Account Settings or Billing page to confirm your subscription status and renewal date.
   • Note your next billing date-you must submit your cancellation request at least 30 days before this date to avoid being charged for the next period.
   • If your renewal is fewer than 30 days away, your cancellation may take effect at the following renewal date instead.
2. Compose a formal cancellation email to Trustpilot's support team. Address it to [email protected] or use the contact email listed in your original contract or invoice.
   • Include your full business name, registered email address, and Trustpilot Business account ID (visible in your account dashboard).
   • State clearly: "I request cancellation of my Trustpilot Business subscription effective [date 30+ days from today]."
   • Optionally, include a brief reason for cancellation (budget cuts, platform change, business closure)-this is not required but can be helpful if you later dispute a charge.
3. Send your email and keep a copy for your records. Trustpilot typically acknowledges cancellation requests within 2-5 business days.
   • If you do not receive a confirmation email within 5 days, follow up with a second email marked "URGENT: Cancellation Request Confirmation."
4. Verify your cancellation by checking your Trustpilot dashboard one week after your cancellation request. Your subscription status should change from "Active" to "Cancelled" or "Scheduled for Cancellation."
   • Take a screenshot of this confirmation for your records.
5. Monitor your bank account or credit card statement for the next billing cycle. If you are charged after your cancellation date has passed, contact Trustpilot immediately to request a refund and provide your cancellation confirmation email as proof.
   • Document the unwanted charge and keep all correspondence.
6. If Trustpilot refuses to cancel or continues charging you, escalate your complaint to the National Consumer Commission (NCC) at [email protected], providing copies of your cancellation request, confirmation emails, and billing evidence.
   • The NCC will investigate on your behalf and can compel Trustpilot to refund you if the company has violated consumer protection law.

The key to a successful cancellation is submitting your request at least 30 days before your renewal date and keeping detailed records of all communication.

Refund eligibility and what to expect after cancellation

Understanding your refund rights helps you recover money you may be owed and plan your cash flow after cancellation.

Refund policy and pro-rata adjustments

Trustpilot's standard refund policy does not offer pro-rata refunds for mid-cycle cancellations-this means if you cancel on day 15 of a 30-day billing period, you typically do not receive a refund for unused days. However, under the Consumer Protection Act, if you cancel within a reasonable time after discovering a material breach or service failure, you may request a full or partial refund. Tocancel recommends you check your signed service agreement for any refund clauses specific to your plan.

If you are cancelling because Trustpilot failed to deliver promised features or experienced unacceptable downtime, you have stronger grounds for a refund claim. Document the failures and reference them in your cancellation email: "I am cancelling due to [specific service failure]. I request a refund of [amount] for the period [dates] when the service was not available or fit for purpose."

What happens to your data and reviews after cancellation

Your reviews remain on the Trustpilot platform indefinitely, even after you cancel. However, you lose access to your Business account dashboard, meaning you cannot invite customers to review, respond to new reviews, or access analytics. Your existing review responses remain published. If you need to download your review data or response history, do this before your cancellation takes effect.

Trustpilot does not automatically delete your account. If you want complete account deletion for privacy reasons, send a separate Data Deletion Request to [email protected] citing GDPR Article 17 (right to erasure). This is a separate process from cancellation and may take 30 days.

Common cancellation mistakes and how to avoid them

Many South African businesses cancel without a clear plan, only to regret the decision later or face unexpected charges. Avoid these pitfalls to protect your interests.

Mistake 1: cancelling without checking your billing cycle

If you cancel after your renewal date has passed, you will still be charged for the next billing period. Trustpilot's 30-day cancellation notice rule means you must submit your request well in advance. Check your contract or invoice to confirm whether you are billed annually, monthly, or quarterly, then count backward 30 days from that date to determine your cancellation deadline.

Mistake 2: not requesting a refund for service failures

Many businesses assume they cannot get a refund after paying for a billing period. This is untrue if Trustpilot breached your contract. If the platform was down for several days, if promised features were not delivered, or if analytics were inaccurate, state your refund claim clearly in your cancellation email. The Consumer Protection Act entitles you to remedy-including refunds-for material breaches.

Mistake 3: cancelling via live chat or phone instead of email

Trustpilot support staff may note your cancellation request in a ticket, but without a written email confirmation, you have no proof of the request date if a dispute arises. Always cancel by email so you can produce evidence to the NCC if needed.

Mistake 4: forgetting to download your business intelligence

After cancellation, you lose access to your analytics dashboard, review trends, and customer feedback reports. If you need this data for your marketing team or board reporting, export it before your cancellation takes effect. There is no way to retrieve this information after your account access ends.

Mistake 5: ignoring unexpected charges after cancellation

If Trustpilot charges you after your confirmed cancellation date, contact them immediately. Do not assume it is a mistake that will resolve itself. The sooner you dispute the charge, the faster you can recover your money. Tocancel advises you to contact your bank to request a chargeback if Trustpilot does not refund within 14 days of your dispute.

Escalation: what to do if Trustpilot refuses to cancel

If Trustpilot ignores your cancellation request, claims you do not have the right to cancel, or continues charging you after your cancellation date, you have legal remedies under South African consumer protection law.

Step 1: send a formal demand letter

Email Trustpilot's support and legal teams (cc [email protected] if possible) with a formal demand letter. State your cancellation request date, the required 30-day notice period, your cancellation date, and the date they should cease charging. Demand a refund for any post-cancellation charges within 14 days. Keep a copy of this email.

Step 2: file a complaint with the national consumer commission

If Trustpilot does not respond within 14 days, lodge a formal complaint with the NCC at [email protected]. Include copies of your original cancellation email, all responses (or evidence of non-response), billing statements, and your demand letter. The NCC enforces the Consumer Protection Act and can order Trustpilot to refund you and cease illegal billing practices.

Step 3: request a chargeback from your bank

If you paid by credit card or bank debit, contact your bank and request a chargeback for unauthorized charges incurred after your cancellation date. Provide your bank with proof of your cancellation request and confirmation. Your bank will investigate and may recover the funds within 30-60 days.

Tocancel knows that escalation takes time, but your consumer rights are enforceable, and companies like Trustpilot must comply with the law or face NCC sanctions.

Checklist: before, during, and after your Trustpilot cancellation

Use this checklist to ensure a smooth cancellation process and protect your business interests.

Comparing Trustpilot to alternative review platforms in south africa

If you are considering cancellation because you want to switch platforms, compare your options before you cancel. Switching costs include data migration time, team retraining, and potential loss of historical review data.

Google Reviews is free and often sufficient for local businesses. Tocancel advises you to audit your current review volume and customer acquisition cost before cancelling Trustpilot in favor of a less established platform.

Key takeaways: your rights and next steps

Cancelling your Trustpilot subscription in South Africa is straightforward if you follow the correct process. You have the right to cancel under the Consumer Protection Act 68 of 2008, but you must submit your request at least 30 days before your renewal date to avoid being charged. Send your cancellation email to [email protected], keep a copy of your request, and verify cancellation in your dashboard.

If Trustpilot refuses to cancel, withholds a refund you are entitled to, or continues charging you after cancellation, you have the power to escalate. The National Consumer Commission enforces your rights and can compel Trustpilot to comply with the law.

Document everything, act decisively, and do not let a service provider ignore your legal rights. Tocancel has helped thousands of consumers cancel unwanted subscriptions and recover unauthorized charges by arming them with knowledge of consumer protection law and clear, actionable steps. Your cancellation is valid, your rights are enforceable, and you deserve a hassle-free exit from services that no longer serve your business.

How to contact Trustpilot for cancellation

Submit your cancellation request to: [email protected]

For data deletion requests, contact: [email protected]

For legal and escalation queries, reference the NCC: [email protected] | Tel: +27 (0)861 000 643

For further assistance with cancellation disputes and consumer rights guidance, Tocancel remains your trusted resource. Visit Tocancel today to access step-by-step guides, letter templates, and expert support for cancelling any subscription service in South Africa.