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Frequently asked questions
Cancel Our Media: The Right Way
How to cancel Our Media and reclaim control of your subscription
What you need to know about Our Media
Our Media is a UK-based membership platform that delivers independent journalism, documentaries, and investigative reporting outside the mainstream media landscape. The service operates on a subscription model where your membership fees directly support content creation, enabling the platform to avoid traditional advertising revenue and corporate ownership structures. If you've decided that Our Media no longer meets your needs, understanding the proper cancellation process is essential to avoid being charged for periods you do not intend to use.
This guide walks you through exactly how to cancel your Our Media membership, what rights you hold as a UK consumer, and how to reclaim any money you're owed. Yafee has helped thousands of consumers navigate subscription cancellations with confidence, and we're here to do the same for you.
Why consumers cancel Our Media
People cancel subscriptions for many legitimate reasons. You might discover that the content does not match your interests, your financial circumstances may have changed, or you're simply reducing the number of subscriptions you manage each month. Whatever your reason, you have the right to cancel without pressure or penalty, provided you follow the proper procedure.
Why timing matters for your cancellation
Our Media operates on an auto-renewal system, which means your subscription renews automatically on the anniversary of your membership unless you cancel first. If you miss the cancellation window, you will be charged for another billing period. Understanding when and how to cancel ensures you won't accidentally pay for time you do not intend to use.
Our Media pricing and membership options
Our Media offers two straightforward membership plans with transparent pricing so you can choose the option that works best for your budget and commitment level.
Current membership plans and costs
| Membership plan | Monthly cost | Annual cost | Billing cycle | Best for |
|---|---|---|---|---|
| Monthly membership | £6.99 | N/A | Charged monthly | Testing the service |
| Annual membership | N/A | £69.99 | Charged once yearly | Best value (saves £14 per year) |
All membership levels include the same core benefits: unlimited access to the entire video library, full articles and investigations, downloadable podcasts, and streaming on multiple devices. There are no tiered access levels or restricted content, which keeps the service simple and transparent.
What your membership includes
Members gain access to live-streamed events, early releases of new documentaries, and participation in member forums where you can discuss current events and content with other subscribers. You can stream on your computer, tablet, and smartphone using the Our Media website or dedicated apps for iOS and Android.
Additionally, Our Media sometimes offers promotional pricing for new members or special campaigns. If you signed up during a promotional period, you may be paying less than the standard rates shown above. This information is important if you're planning to cancel before your promotional period ends, as you may be charged the standard price when it renews.
Your consumer rights when cancelling Our Media
As a UK consumer, you hold explicit legal protections when cancelling subscription services, and Our Media must respect these rights regardless of their terms and conditions.
What the consumer rights act 2015 means for you
The Consumer Rights Act 2015 is your legal foundation for protecting yourself when cancelling subscriptions. This law gives you the right to cancel a distance contract (such as an online subscription) within 14 calendar days of purchase without providing a reason. Furthermore, you can cancel at any time after the initial 14-day period, provided you give notice in accordance with the terms you agreed to at purchase.
If Our Media charges you after your cancellation takes effect, you have the right to demand a refund under Section 62 of the Consumer Rights Act 2015. The company must process this refund within 14 days of receiving your cancellation notice.
Your legal position
You are entitled to cancel your subscription without penalty. If you cancel during the initial 14-day cooling-off period, you receive a full refund. After this period, you can still cancel, but you remain liable for charges up to the date your cancellation takes effect. If Our Media continues to charge you after you've cancelled, you have the right to raise a complaint with the Financial Conduct Authority (FCA) or, if appropriate, the Citizens Advice Consumer Service.
Unfair contract terms and automatic renewal
The Consumer Rights Act 2015 also protects you against unfair contract terms. Automatic renewal practices are subject to the Consumer Contracts Regulations 2013. Our Media must obtain your explicit, informed consent before charging you for renewal. This means the company cannot impose unreasonable barriers to cancellation or hide the renewal date in fine print.
If you believe Our Media has violated these protections, you can escalate your complaint to the Citizens Advice Consumer Service, which investigates breaches of consumer law on your behalf.
How to cancel your Our Media subscription
Our Media requires cancellation requests to be submitted in writing to their Cardiff office as of 4 March 2024. This section walks you through the exact process.
Step 1: gather your account information
Before you submit your cancellation, you need to have your account details to hand. Locate your membership number and the email address associated with your Our Media account. You'll find this information in your account settings or on your most recent invoice. Having these details ensures Our Media can process your cancellation quickly and without delay.
Step 2: draft your cancellation notice
Write a clear, concise letter requesting cancellation of your subscription. Include the following information in your letter:
- Your full name
- Your membership number
- The email address associated with your account
- Your request to cancel effective immediately or on a specific date
- A request for written confirmation of cancellation
You do not need to provide a reason for cancellation. Keep your letter brief and professional. A template cancellation letter ensures the company has no excuse to reject your request on procedural grounds.
Step 3: submit your cancellation by post
Our Media requires all cancellation documents to be sent via post to their Cardiff office. Send your letter via Royal Mail Special Delivery Guaranteed by 9am or another tracked postal service. This ensures you have proof of delivery, which is essential if Our Media later disputes that they received your cancellation request.
Address your letter to:
Our Media
Cardiff Office
Wales
United Kingdom
Note: As of 4 March 2024, Our Media has centralized all postal communications through their Cardiff office. Do not send cancellation requests to any other address.
Step 4: request written confirmation
After you send your cancellation letter, allow 5 to 7 working days for Our Media to process the request. Once processed, the company must send you written confirmation of your cancellation. This confirmation should include the date your membership ends and confirmation that no further charges will be applied to your account.
If you do not receive confirmation within 10 working days, contact the company's main office and request an update on your cancellation request. Yafee recommends keeping copies of all correspondence, including your original letter and any replies from Our Media.
Step 5: verify that charges have stopped
After your cancellation takes effect, monitor your bank or payment card statement for 2 to 3 billing cycles to ensure Our Media has stopped charging you. If you see a charge after your cancellation date, contact the company immediately and request a refund. If Our Media refuses, you can dispute the charge with your bank under the chargeback scheme.
Your timeline for cancellation and refunds
Understanding the timeline for cancellation and refunds helps you plan your finances and avoid unexpected charges.
Cancellation during the 14-day cooling-off period
If you cancel within 14 days of your purchase, you are entitled to a full refund under the Consumer Rights Act 2015. Our Media must process this refund within 14 days of receiving your cancellation notice. The refund applies to the entire subscription fee you paid, with no deductions.
Cancellation after the 14-day period
After 14 days, you can still cancel your subscription at any time. However, you remain liable for charges up to the date your cancellation takes effect. Our Media will not refund the current billing period, but no further charges will be applied after your cancellation date.
Processing timeframes and payment methods
Our Media processes cancellations within 5 to 7 working days of receiving your written request. Refunds are returned to your original payment method. If you paid by credit card or debit card, the refund appears on your statement within 5 to 10 working days. If you paid by direct debit, the refund is processed within 5 working days and appears in your bank account by the next business day.
What happens after you cancel
Cancellation is not the end of the story. You should take steps to ensure your access is removed and no further charges are applied.
When does your access end
Your access to Our Media ends on the date specified in your cancellation confirmation. After this date, you cannot log into your account, stream content, or access any member-only features. You may receive a reminder email the day before your access ends. This is normal and does not mean your cancellation has been reversed.
Reclaiming your data
Under the UK General Data Protection Regulation (GDPR), you have the right to request a copy of your personal data that Our Media holds. You can request this data by writing to the company's privacy officer at their Cardiff office. Our Media must provide your data within 30 days of your request. This includes your viewing history, account preferences, and any personal information you provided during registration.
Unsubscribing from marketing emails
After cancellation, Our Media may still send you marketing emails unless you explicitly unsubscribe. You can click the unsubscribe link at the bottom of any marketing email, or you can write to the company requesting removal from their mailing list. Yafee recommends doing this to avoid being tempted to re-subscribe or receiving unwanted promotional offers.
Common mistakes to avoid when cancelling
Cancellation is straightforward when you follow the proper procedure, but small errors can delay the process or cause confusion.
Not providing clear account information
Our Media processes thousands of cancellations. If your letter does not include your membership number or email address, the company may struggle to identify your account and may contact you for clarification. This delays your cancellation. Always include your full name, membership number, and email address in your cancellation letter.
Failing to use tracked postal services
If you send your cancellation by standard Royal Mail letter post without tracking, you have no proof that Our Media received it. If the company claims it never arrived, you have no evidence to support your cancellation request. Always use Royal Mail Special Delivery Guaranteed by 9am or another tracked service. The small extra cost is worth the protection.
Cancelling through the website or email
Our Media requires all cancellation requests to be submitted in writing by post to their Cardiff office. Do not attempt to cancel through the website, by email, or by phone. The company will not process these requests, and you will remain charged. Only written letters sent by post to the Cardiff office are recognized as valid cancellation notices.
Not waiting for confirmation
Some consumers assume their cancellation is complete as soon as they post their letter. In fact, Our Media must receive, process, and confirm your cancellation in writing. Without this confirmation, you have no proof that your cancellation was accepted. Always wait for written confirmation before assuming your subscription has ended.
Refunds and what you're entitled to
Your refund entitlement depends on when you cancel and the terms of your membership.
Refunds during the 14-day cooling-off period
The Consumer Rights Act 2015 grants you 14 calendar days from the date of purchase to cancel and receive a full refund. This applies regardless of how much of the service you've used. If you signed up on 1 June and cancel on 14 June, you receive a full refund of your subscription fee, even if you watched every documentary available.
Refunds after the 14-day period
After 14 days, you do not receive a refund for the current billing period if you cancel. However, you do not pay for any period after your cancellation takes effect. For example, if your annual membership renews on 15 July and you cancel on 10 July, you can request a refund because your cancellation takes effect before the renewal charge is applied. If you cancel on 16 July, after the renewal charge has been applied, you are liable for the year's subscription, but you can still cancel to prevent future renewals.
How to claim a refund if Our Media refuses
If Our Media refuses to refund you after 14 days or disputes your cancellation, follow these steps:
- Write to the company's Cardiff office requesting a written explanation of why they've refused your refund.
- If the company does not respond within 10 working days, escalate your complaint to the Citizens Advice Consumer Service.
- The Citizens Advice Consumer Service investigates breaches of consumer law and can compel Our Media to refund you.
- If you paid by credit card or debit card, you can dispute the charge with your bank under the chargeback scheme.
- As a final recourse, you can take Our Media to the small claims court if the disputed amount is under £10,000.
Comparing cancellation methods and outcomes
The table below summarizes your options and the outcomes you can expect from each method.
| Cancellation method | Processing time | Refund eligibility | Evidence of delivery | Recommended |
|---|---|---|---|---|
| Royal Mail Special Delivery (tracked) | 5-7 working days | Full refund within 14 days; no refund after | Yes; proof of delivery available | Yes |
| Standard Royal Mail letter | 5-7 working days | Full refund within 14 days; no refund after | No; no proof of delivery | Not recommended |
| Email (not accepted) | Not processed | Not applicable | No | Not recommended |
| Website form (not available) | Not processed | Not applicable | No | Not recommended |
| Phone call (not accepted) | Not processed | Not applicable | No | Not recommended |
| Courier service (tracked) | 5-7 working days | Full refund within 14 days; no refund after | Yes; proof of delivery available | Yes |
Addressing common disputes with Our Media
Even when you follow the proper procedure, disputes can arise. This section explains how to resolve them.
Our Media claims they never received your cancellation
If Our Media disputes receiving your cancellation letter, provide your proof of delivery from Royal Mail or your courier. This shows the company that the letter arrived at their Cardiff office on a specific date. If Our Media still refuses to acknowledge receipt, escalate to the Citizens Advice Consumer Service with your proof of delivery. The service investigates non-delivery claims and can compel Our Media to honour your cancellation.
Our Media continues charging after you cancelled
If you see charges on your account after your cancellation date, contact Our Media immediately in writing and request a refund. Provide your cancellation confirmation letter as evidence. Allow 10 working days for a response. If Our Media does not refund you, dispute the charge with your bank under the chargeback scheme. You can also file a complaint with the Financial Conduct Authority if you believe the company has breached consumer protection rules.
Our Media charges you a cancellation fee
Our Media cannot legally charge you a cancellation fee. Under the Consumer Rights Act 2015, any cancellation fee imposed by a company is an unfair contract term and is not binding on you. If Our Media attempts to charge you, refuse payment and report the company to the Citizens Advice Consumer Service.
Before you cancel: should you really go
Cancellation is permanent, so take a moment to consider whether cancelling is the right decision.
Reasons to stay subscribed
If you've only tested Our Media for a few weeks, you may not have explored the full range of content available. The platform regularly releases new documentaries and investigations. If you're on the annual plan and unhappy with recent content, consider waiting a month to see if your interests align with upcoming releases. Additionally, if you signed up during a promotional period, renewing at the standard price may not represent good value, but you can always cancel before renewal and rejoin during the next promotion.
Reasons to cancel immediately
If you've used the service for several weeks, explored the content library, and determined that it does not meet your interests or financial needs, cancellation is the right choice. Continuing to pay for a service you don't use wastes money. Yafee recommends that you cancel as soon as you're certain, rather than procrastinating and accidentally being charged for another period.
Contacting Our Media and escalating complaints
If you encounter issues during cancellation, knowing how to contact Our Media and escalate complaints is essential.
Contacting Our Media directly
All cancellation requests must be sent in writing by post to:
Our Media
Cardiff Office
Wales
United Kingdom
For non-cancellation enquiries, you can contact Companies House at +44 (0)303 1234 500 or email [email protected]. However, for cancellation specifically, you must use the Cardiff office postal address.
Escalating complaints to consumer authorities
If Our Media refuses to honour your cancellation or refund, escalate your complaint to the Citizens Advice Consumer Service. This organization investigates breaches of consumer law and can compel companies to comply with statutory obligations. You can file a complaint online at the Citizens Advice website or by telephone. There is no cost for this service.
If you believe Our Media has breached financial services regulations, you can report the matter to the Financial Conduct Authority (FCA). The FCA oversees consumer credit and payment services.
Your cancellation checklist
Use this checklist to ensure you've completed every step correctly.
| Step | Completed |
|---|---|
| Gather your membership number and email address | Yes / No |
| Draft your cancellation letter with all required information | Yes / No |
| Send via Royal Mail Special Delivery or tracked courier to Cardiff | Yes / No |
| Keep proof of delivery | Yes / No |
| Wait for written confirmation from Our Media (5-7 working days) | Yes / No |
| Monitor your bank statement for unauthorized charges after cancellation date | Yes / No |
Key takeaways and next steps
Cancelling Our Media is straightforward when you understand your legal rights and follow the proper procedure. As a UK consumer, you are protected by the Consumer Rights Act 2015, which grants you the right to cancel within 14 days for a full refund and to cancel at any time thereafter with notice. Our Media requires all cancellation requests to be submitted in writing by post to their Cardiff office as of 4 March 2024.
Take action today by gathering your account information, drafting your cancellation letter, and sending it via Royal Mail Special Delivery Guaranteed by 9am. Keep your proof of delivery and wait for written confirmation. If Our Media refuses to honour your cancellation or continues charging you, escalate your complaint to the Citizens Advice Consumer Service.
Yafee has helped thousands of consumers navigate subscription cancellations with confidence and clarity. We provide detailed guides on cancelling dozens of services, ensuring you understand your rights and the exact steps to follow. Visit Yafee at yafee.com for additional resources on subscription cancellation, consumer rights, and contract law. Our team of legal specialists is ready to support you every step of the way, from initial cancellation through to refund recovery if needed.