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Frequently asked questions
Cancel Our Time: Step-by-Step Guide
How to cancel Our Time and reclaim your dating freedom
About Our Time and why members cancel
Our Time is a dating platform designed exclusively for singles over 50 in the UK, operated by Match Group through its People Media division. Unlike swipe-based dating apps, it emphasises detailed profiles and meaningful connections tailored to mature daters who prioritise substance over superficial judgement. The service operates across the entire UK and attracts thousands of members seeking companionship, friendship, or romance in their later years.
The platform's core strength lies in its accessibility. You do not need to be tech-savvy to navigate it. You can browse profiles, send unlimited messages, and use ConnectMe to phone potential matches without sharing your personal telephone number. Advanced search filters help you narrow results by location, age, interests, and relationship goals.
However, cancellation rates remain high. Some members find a compatible match and no longer need the service. Others grow frustrated with inactive profiles, repetitive browsing in smaller UK regions, or the sheer volume of low-quality matches. Financial pressures also drive cancellations, especially among those living on fixed retirement incomes who find monthly subscription fees creeping upwards without delivering tangible results.
Most troublingly, many members report that Our Time employs automatic renewal tactics that make cancellation deliberately obscure. Understanding your exact cancellation rights and the proper process ensures you terminate your membership cleanly without hidden charges or confusion. Yafee has helped thousands of consumers navigate precisely this scenario.
Reasons members choose to leave Our Time
You have found a partner and no longer need the platform. This is the ideal scenario and means Our Time delivered on its promise.
You have exhausted the active member pool in your region. Smaller UK towns and rural areas have far fewer daily active users, so you end up browsing the same profiles repeatedly. Research shows this frustration peaks within 3 to 6 months of joining.
You have received unsolicited contact from inactive or bot-generated accounts. Our Time's verification process does not always filter out dormant memberships or suspicious profiles, leading to wasted time messaging unresponsive users.
The monthly subscription fee no longer represents value. At £27.99 per month for a basic 1-month plan, the cost can accumulate significantly over a year, particularly if you are not receiving genuine matches.
When to cancel versus when to pause
Cancellation is permanent and removes your profile immediately. If you think you might return in the future, contact Our Time support to ask about account suspension instead. Suspension keeps your profile and messaging history intact but pauses automatic charges.
Our Time pricing and subscription plans explained
Our Time operates a tiered subscription model where basic profile creation and browsing remain free, but all meaningful interaction requires paid membership.
Subscription costs and membership tiers
Our Time offers three primary subscription lengths, with longer commitments delivering lower monthly costs. Prices fluctuate based on promotional activity and seasonal offers, so current rates may differ from these figures.
| Subscription length | Monthly cost | Total cost | Key features |
|---|---|---|---|
| 1 month | £27.99 | £27.99 | Full messaging, basic search |
| 3 months | £18.99 | £56.97 | Profile highlighting, priority support |
| 6 months | £12.99 | £77.94 | Advanced filters, priority placement |
Automatic renewal and why it matters
Every paid subscription renews automatically on its anniversary date unless you actively cancel beforehand. This is the single largest complaint we receive from Our Time members. You pay the first charge willingly, then discover a second charge weeks or months later on your bank statement or credit card with no reminder email.
The law is on your side here. The Consumer Rights Act 2015 requires companies to obtain explicit consent before charging you for automatic renewals, and to make cancellation as easy as the original purchase. Many members discover that Our Time fails this test.
Beyond the monthly subscription, you may also encounter charges for premium add-ons like virtual gifts or profile boosts, which stack on top of your main renewal. These must be cancelled separately.
Your legal position and consumer rights
Your cancellation rights are protected by UK consumer law, which sets a clear standard for fairness.
The consumer rights act 2015 and automatic renewal
The Consumer Rights Act 2015 establishes that before any automatic renewal charge is levied, the company must obtain your explicit informed consent. "Informed" means you understand the price, the frequency, and how to cancel.
Crucially, the Act states that cancellation must be "as easy as concluding the contract in the first place." If you subscribed with three mouse clicks, you should be able to cancel with three mouse clicks. If Our Time makes you phone customer service or send a letter, that likely breaches the Act.
Furthermore, the company must send you a reminder email at least 15 calendar days before your renewal date. This reminder must clearly state the renewal price and provide direct cancellation instructions. Many Our Time members report receiving no such reminder, which is a breach.
Your legal position
You have the right to cancel your Our Time subscription at any time before your next renewal date. You do not need to provide a reason. If the company has charged you without sending a 15-day reminder email, or if it has made cancellation deliberately difficult, you have grounds to request a refund under the Consumer Rights Act 2015. The relevant enforcement body is the Competition and Markets Authority (CMA), which investigates breaches of the Act and can pursue legal action against companies.
If Our Time refuses your refund request, you can escalate the complaint to your bank or credit card provider (chargeback) or to the Financial Ombudsman Service if your payment method falls under their remit. Yafee recommends keeping copies of all correspondence with Our Time, including screenshots of the cancellation process, to support any future dispute.
How to cancel your Our Time account
Cancellation involves three distinct steps: accessing your account settings, submitting your cancellation request, and confirming the process through email.
Step 1: log in to your account and locate settings
- Open your web browser and navigate to the Our Time website.
- Enter your email address and password to log in to your account.
- Look for the menu icon (three horizontal lines) in the top left or top right corner of the page, depending on whether you are using a desktop or mobile device.
- Select "Settings" or "Account Settings" from the dropdown menu.
- Scroll down to find the "Membership" or "Subscription" section.
Step 2: initiate the cancellation request
- Within the Membership section, look for a button or link that says "Cancel Membership" or "Manage Subscription".
- Click on this button. Our Time will display a cancellation confirmation screen that may include a brief survey asking why you are leaving.
- Complete the survey if prompted, then click the "Confirm Cancellation" or "Proceed with Cancellation" button.
- Do not close the browser tab until you receive a confirmation message. Take a screenshot of this confirmation for your records.
Step 3: verify cancellation via email
- Check your email inbox (including spam and promotions folders) for a cancellation confirmation email from Our Time.
- This email should confirm your cancellation date and state that no further charges will be applied.
- Save this email and keep it for your records for at least 12 months.
- If you do not receive a confirmation email within 24 hours, log back into your account and verify that the subscription status now shows "Cancelled" or "Inactive".
Cancelling via mobile app
If you subscribed through the Our Time mobile app (iOS or Android), you may need to cancel through your device's app store rather than the website.
- For Apple (iOS): Open the App Store, tap your profile icon (top right), select "Subscriptions", find Our Time, and select "Cancel Subscription".
- For Android (Google Play): Open Google Play, tap your profile icon (top right), select "Payments and subscriptions", tap "Subscriptions", find Our Time, and select "Cancel subscription".
App Store cancellations are processed immediately, but you will still receive an email confirmation from Our Time within 24 hours. Do not assume cancellation is complete until you receive this email.
What happens after you cancel
Cancellation takes effect immediately, but your access varies depending on your subscription tier and remaining balance.
Access to your account post-cancellation
Once you cancel, your profile becomes invisible to other members within 24 hours. However, you retain read-only access to your account and messaging history for 90 days. You cannot send new messages or interact with other profiles after cancellation.
If you cancel mid-subscription (for example, you subscribed for 3 months but cancel after 4 weeks), you lose access to premium features immediately. You cannot request a refund for unused time under UK consumer law, because you have had the opportunity to use the service and are exercising your right to cancel.
Checking your bank or credit card statement
Monitor your bank or credit card statement for 30 days after cancellation. If a charge appears under "Our Time" or "Match Group" after your cancellation date, contact your bank immediately to dispute it as an unauthorised transaction.
Save the cancellation confirmation email you received from Our Time. Your bank will request this as proof that you cancelled before the charge was applied.
Refund eligibility and claiming your money back
Refund rights depend on when you cancel and whether Our Time breached its legal obligations.
Scenarios where you can claim a refund
You cancelled more than 14 days after your subscription started and did not receive a 15-day renewal reminder email. The Consumer Rights Act 2015 requires this reminder. If it is missing, you have grounds to request a refund of the renewal charge.
You cancelled before your next renewal date, but Our Time charged you anyway. This is an unauthorised charge and must be refunded in full.
You cancelled within 14 days of the purchase and the company did not honour your cancellation request. The Consumer Rights Act grants you a right to cancel within 14 days of purchase if you ordered online (though dating services are sometimes exempt; see below).
You were charged for add-on services (virtual gifts, profile boosts) that you did not explicitly authorise. These must be refunded if you did not consent to each charge separately.
The 14-day cooling-off period and its limits
The Consumer Contracts Regulations 2013 (which implemented EU distance-selling rules that remain in UK law) grant you a 14-day right to cancel most online purchases without penalty. However, dating services are explicitly listed as exempt from this rule.
In practical terms, this means you cannot cancel an Our Time subscription within 14 days simply because you changed your mind. You must have a stronger reason (e.g., the company breached the Consumer Rights Act 2015 by failing to send a renewal reminder).
How to request a refund from Our Time
- Log into your Our Time account (if still accessible) or use the contact form on the website.
- Send a written request to Our Time's customer service team. Include your account email address, your full name, the date the disputed charge was applied, and the amount in GBP.
- Clearly state the reason for your refund claim (e.g., "No renewal reminder email was sent before the charge on [date]").
- Attach screenshots of your cancellation confirmation and any relevant email correspondence.
- Send this via email with subject line: "Refund Request - Unauthorised Renewal Charge".
- Our Time should respond within 14 days. If they refuse or do not respond, escalate to your bank or the Financial Ombudsman Service.
Escalating a refund dispute
If Our Time refuses your refund request, contact your bank or credit card provider directly. Provide the bank with a copy of your cancellation confirmation, the disputed charge statement, and a summary of your refund request and Our Time's response.
Your bank can file a chargeback, which reverses the unauthorised transaction and investigates the dispute. This process typically takes 8 to 12 weeks but succeeds in most cases where the company failed to send a renewal reminder.
Alternatively, you can file a complaint with the Financial Ombudsman Service (FOS) if your card issuer is FCA-regulated. The FOS can award up to £350,000 in compensation for breaches of consumer law.
Common mistakes to avoid when cancelling
Cancellation is straightforward if you follow the proper steps, but small oversights can create headaches later.
Mistake 1: assuming deletion equals cancellation
Deleting the Our Time mobile app does not cancel your subscription. The app is simply the interface; your subscription contract remains active with Match Group. You must cancel through the website or app store settings, not by uninstalling the app.
Mistake 2: not saving your cancellation confirmation
Screenshot or forward your cancellation confirmation email to a safe location. If Our Time later disputes your cancellation or charges you again, this email is your proof. Without it, disputing a charge becomes harder.
Mistake 3: cancelling through customer service only
If you email customer service asking to cancel, get a written response confirming your cancellation. Do not rely on a phone call or informal message. Customer service teams do not always process cancellation requests properly, and you need documentation if a charge appears later.
Mistake 4: ignoring post-cancellation charges
Check your bank statement every 7 to 14 days for 2 months after cancellation. If an Our Time charge appears, dispute it immediately. The longer you wait, the harder it becomes to prove the charge was unauthorised.
Mistake 5: paying a "cancellation fee"
Our Time should not charge you a fee to cancel. If a support agent tells you there is a cancellation fee, refuse to pay it. This is not permitted under UK consumer law. Escalate the request to the CMA or your bank immediately.
How yafee can help you cancel
Yafee specialises in helping UK consumers cancel subscriptions and recover refunds when companies breach consumer law. If you encounter resistance from Our Time, Yafee can assist you by preparing a formal complaint letter citing the Consumer Rights Act 2015, chasing the company on your behalf, and escalating the matter to the CMA or the Financial Ombudsman Service.
Yafee has helped thousands of consumers cancel dating subscriptions and similar services. Our legal team knows the tactics companies use to delay or deny cancellations and can help you navigate them.
Comparison of cancellation methods
Different cancellation routes offer different timelines and success rates.
| Method | Timeline | Difficulty | Likelihood of success |
|---|---|---|---|
| Online (website or app) | Immediate | Very easy | Very high (95%+) |
| Email to customer service | 24 to 48 hours | Easy | High (85%) |
| Phone to customer service | Immediate (on call) | Medium | Medium (70%) |
| Formal complaint letter | 10 to 14 days | Medium | High (90%) |
| Chargeback via bank | 8 to 12 weeks | Medium | Very high (92%) |
| Financial Ombudsman Service complaint | 12 to 20 weeks | Hard | High (85%) |
Checklist for cancelling your Our Time subscription
Work through this checklist to ensure your cancellation is complete and protected.
- Log into your Our Time account and locate the Membership or Subscription settings.
- Click the "Cancel Membership" or equivalent button and confirm cancellation through the on-screen prompt.
- Take a screenshot of the cancellation confirmation page before closing the browser.
- Check your email inbox (and spam folder) within 24 hours for a cancellation confirmation email from Our Time.
- Forward this email to yourself or save it to a secure location (cloud storage, external drive).
- Log back into your account after 24 hours and verify that your subscription status shows "Cancelled" or "Inactive".
- Check your bank or credit card statement 7 days after cancellation to confirm no further charge has been applied.
- Repeat the bank statement check at 14 days and 30 days post-cancellation.
- If a charge appears, gather your cancellation confirmation email and contact your bank to dispute it as unauthorised.
- Keep all documentation (cancellation email, screenshots, bank statements) for at least 12 months.
Before you cancel: consider these alternatives
Cancellation is permanent, so pause your account if you think you might return.
Account suspension or pause
Contact Our Time customer service and ask if you can suspend your account instead of cancelling. This typically hides your profile from other members and pauses automatic renewal, but keeps your messages and preferences intact. Suspension usually lasts 30 to 90 days and can be resumed with a single click.
Downgrading to a free account
You can cancel your paid membership and retain a free account that allows you to browse profiles but not message other members. This is useful if you want to check the platform occasionally without paying.
Requesting a discount or loyalty offer
Before you cancel, try asking Our Time customer service for a discount or special offer to stay. Many companies offer reduced rates to at-risk members. There is no harm in asking; the worst they can say is no.
What to expect after cancellation
Once your cancellation takes effect, several things happen automatically.
Timeline of post-cancellation events
Your profile becomes invisible to other members within 24 hours of cancellation. New messages sent to you are rejected or held in the sender's outbox.
Within 48 hours, your profile may be completely removed from search results and the public database. Other members will no longer be able to find you by name or ID.
You retain read-only access to your account and message history for 90 days. After 90 days, Our Time may delete your account and all associated data, in line with GDPR requirements.
After 30 days, your cancellation is finalised and irreversible. You cannot reactivate a cancelled account; you must create a new one with a fresh profile.
Contact details and escalation
If Our Time refuses to process your cancellation or disputes a refund claim, use these official channels to escalate.
Our Time customer support
Email: [email protected] (primary contact for cancellation requests and refund queries)
Website contact form: Visit ourtime.com, scroll to the footer, and select "Contact Us"
Mailing address: Match Group Limited, 8 Northumberland Avenue, London, WC2N 5BY, United Kingdom
Regulatory bodies and escalation
If Our Time fails to honour your cancellation or refund request within 14 days, escalate to the Competition and Markets Authority (CMA), which enforces the Consumer Rights Act 2015. The CMA can investigate breaches and force companies to refund consumers and change their practices.
CMA complaint portal: www.gov.uk/cma
For payment disputes, escalate to the Financial Ombudsman Service (FOS) if your card issuer is FCA-regulated.
FOS contact: www.financial-ombudsman.org.uk
For chargebacks, contact your bank or credit card provider directly.
Summary
Cancelling Our Time is straightforward if you follow the correct procedure: log in, navigate to Membership settings, click Cancel, confirm your request, and save the confirmation email. Monitor your bank statement for 30 days to ensure no further charges are applied.
Your rights are protected by the Consumer Rights Act 2015, which requires Our Time to make cancellation as easy as purchase and to send renewal reminder emails 15 days before charging you. If the company breaches these rules, you can claim a refund through your bank (chargeback) or the Financial Ombudsman Service.
Common mistakes-such as deleting the app, ignoring post-cancellation charges, or paying a cancellation fee-can undermine your position, so work through the checklist above to stay protected.
Yafee is here to support you if you encounter resistance or need help claiming a refund. Yafee has helped thousands of consumers cancel dating subscriptions, negotiate refunds, and escalate complaints to regulators. If you have questions or need legal guidance on your cancellation rights, Yafee's contract law specialists are ready to advise you. Visit yafee.com to learn more or contact Yafee's team directly for a free consultation on your cancellation options.