How to cancel your Voi e-scooter subscription in the UK

Understanding Voi and your subscription costs

Voi operates a fleet of shared e-scooters across major UK cities including Liverpool, Bristol, Birmingham, Cambridge, and Northampton. The Swedish micromobility company charges a monthly subscription fee ranging from £29.99 to £59.99, depending on the plan you've selected. Your circumstances change, and what justified the expense six months ago may no longer make financial sense.

Recurring subscription charges accumulate silently. Many subscribers fail to review their spending patterns and continue paying long after their usage habits have shifted. Whether you've moved house, changed jobs, or simply discovered cheaper transport alternatives, your legal right to cancel remains clear under UK consumer protection law. Yafee has helped thousands of consumers identify unnecessary subscriptions and take decisive action to reclaim their money.

This guide sets out your consumer rights under the Consumer Rights Act 2015, explains the cancellation process through the Voi app and website, clarifies refund entitlements, and highlights common traps that delay or prevent cancellation. You will understand exactly what Voi must do when you request cancellation, and what remedies are available if they fail to comply.

When cancellation makes financial sense

Open your Voi app and review your ride history for the past two months. Count the number of rides you've actually taken, not the rides you intended to take. Calculate the average weekly usage, then convert this to an annual cost figure. If you are riding fewer than eight to ten times per week, or if you've noticed yourself choosing alternative transport more often, your subscription is costing more than it delivers.

Compare the subscription cost against pay-as-you-go pricing. A single Voi ride costs £1.00 unlock plus £0.20 to £0.25 per minute. If you ride for 30 minutes twice per week, you pay approximately £13 weekly on pay-as-you-go. Multiply this by 52 weeks and your annual cost is £676. A Voi Pass at £39.99 monthly costs £479.88 annually. However, if you are riding only twice per week, pay-as-you-go is £676 per year, whereas a subscription at £39.99 monthly costs only £479.88. The maths depend entirely on your actual usage patterns. Honesty about usage is the foundation of this decision.

Warning signs that cancellation is overdue

If you have not opened the Voi app within the past four weeks, your subscription is charging you for access you are not using. If you find yourself delaying cancellation because "I should use it more," this is a clear indicator that your usage has fallen below the break-even threshold. Red flags include receiving fewer rides per month than in previous months, cancelling planned journeys due to weather or scheduling conflicts, or preferring other transport methods.

Check your bank statement for the most recent Voi charge. If that charge surprised you, or if you had to scroll back several months to locate it, you have not been monitoring your spending. Automatic renewal is designed to be invisible. Cancellation is the remedy. Yafee recommends reviewing all subscription charges quarterly to catch this pattern before weeks of unnecessary charges accumulate.

Voi pricing tiers and cost comparison

Understanding your current plan and the true cost of each tier enables you to make a cancellation decision with confidence and financial clarity.

A user riding for 20 minutes, three times per week (just under 5 hours monthly) pays £3 unlock plus approximately £18-30 in per-minute charges on pay-as-you-go, totalling roughly £21-33 weekly or £84-132 monthly. The Voi Pass at £34.99 monthly becomes cost-neutral around this usage level. Below this threshold, pay-as-you-go is cheaper. Above this threshold, a subscription delivers value. If your actual usage has dropped below this benchmark, cancellation eliminates monthly waste.

Your legal right to cancel: the consumer rights act 2015

Your cancellation right rests on clear statutory protection under the Consumer Rights Act 2015, which governs distance contracts including digital subscription services. The law requires that any business offering a subscription service must provide you with a simple cancellation mechanism and must honour that request within a specific timeframe.

Your legal position

Under the Consumer Rights Act 2015, you have the right to cancel a distance contract (including any subscription service you have entered into with Voi online or through an app) within 14 calendar days of purchase without providing any reason, provided the service has not yet been fully performed. After the 14-day cancellation period expires, you may still cancel at any time by providing notice in accordance with the contract terms. Voi's standard terms permit cancellation through the app or website at any time. If Voi refuses to process a cancellation request, or if they continue charging you after you have cancelled, you may escalate a complaint to the Financial Conduct Authority (FCA) or pursue a claim through the small claims track at your local County Court. Your consumer rights are non-negotiable and cannot be waived by Voi's terms and conditions.

Understanding the 14-day cooling-off period

The Consumer Rights Act 2015 grants you 14 calendar days from the date you purchased or activated your Voi subscription to cancel without reason and receive a full refund. This period is your "cooling-off" window. The clock starts on the day you made the purchase, not the day you first used the service. If you activated a subscription on Monday 1st January, your 14-day window closes at the end of day 14 (Monday 15th January). You must request cancellation within this period for the refund right to apply.

After 14 days, the cooling-off right expires. Nevertheless, you retain the right to cancel the subscription at any time under the terms of service, but Voi will not refund charges for the current billing period unless their terms explicitly permit it. Yafee always advises acting within the 14-day window if you have second thoughts about a new subscription, because this period offers the strongest legal protection.

How to cancel your Voi subscription through the app

Cancellation via the mobile app is the fastest and most straightforward route, because it generates an immediate confirmation and creates a clear record of your request.

1. Open the Voi app on your phone and log in with your registered email address and password.
   • If you have forgotten your password, tap "Forgot password" and follow the reset link sent to your email inbox.
   • Ensure you are logged into the account associated with the subscription you wish to cancel.
2. Navigate to the account settings menu, typically marked by a profile icon or username in the top-right corner of the home screen.
   • Tap "Settings" or "Account" depending on your app version.
   • Look for an option labelled "Subscription," "Plans," "Billing," or "My membership."
3. Locate your active subscription and tap the option to manage or edit it.
   • The app displays your current plan, the next billing date, and the renewal amount.
   • Confirm that this is the plan you wish to cancel before proceeding to the next step.
4. Select "Cancel subscription" or "Cancel plan" from the options presented.
   • Voi may display a retention screen asking why you are cancelling or offering a discount to keep you. You are under no obligation to accept a discount or provide a reason.
   • If you wish to proceed, select "Continue with cancellation" or similar confirmation button.
5. Confirm the cancellation on the final screen by tapping the confirmation button.
   • The app will display a message confirming that your subscription has been cancelled.
   • This confirmation screen is your proof of cancellation. Take a screenshot or note the cancellation reference number if one is provided.
6. Check your email inbox for a confirmation email from Voi within 24 hours.
   • This email serves as additional documentary evidence that the cancellation was processed.
   • If you do not receive a confirmation email within 24 hours, contact Voi support immediately to verify that the cancellation was recorded in their system.

Cancelling via the Voi website

If you prefer to cancel through a desktop computer or tablet, you can access your account through the Voi website and initiate cancellation from there.

1. Open a web browser and navigate to the Voi website (voi.com or your region-specific domain).
   • If you are redirected to an app download page, look for a "Log in" or "Account" link in the top navigation bar.
2. Click "Log in" and enter your registered email address and password.
   • Use the same email and password associated with your subscription account.
   • If required, complete two-factor authentication by entering a code sent to your phone or email.
3. Navigate to your account settings or user dashboard, typically found in a dropdown menu under your name or profile icon.
   • Click on "Account settings," "Profile," "Subscription management," or "Billing."
4. Locate your active subscription plan and select the option to manage it.
   • Review the plan name, cost, and next billing date to confirm you are viewing the correct subscription.
5. Click the "Cancel subscription" button and confirm your request on the subsequent screen.
   • Voi may present a retention offer. You are entitled to decline this offer and proceed with cancellation without penalty.
   • Read the final confirmation message carefully to ensure you understand the cancellation date and any implications for your account.
6. Complete the cancellation by clicking the final confirmation button.
   • The website will display a confirmation message and may provide a reference number.
   • Retain this reference number and screenshot the confirmation page as evidence.
7. Verify cancellation by checking your email inbox for a confirmation message from Voi within 24 hours.
   • If no confirmation arrives within one working day, contact Voi customer support immediately with your reference number and request written confirmation of cancellation.

Cancelling by post: the formal written notice method

If you experience technical difficulties with the app or website, or if you wish to create a formal legal record of your cancellation request, you may cancel by sending a signed letter to Voi's registered office address.

1. Obtain Voi's registered office address from their website or from the terms and conditions document.
   • The address is typically published in the "Contact us" section or in the legal terms of service.
   • For the United Kingdom, Voi's registered office is located at Unit 4, King Street Studios, 33 King Street, Hammersmith, London, W6 9HU.
2. Compose a formal cancellation letter including the following information:
   • Your full name as it appears on the Voi account.
   • Your registered email address associated with the Voi account.
   • Your Voi user ID or account number (found in app settings or account dashboard).
   • A clear statement: "I request cancellation of my Voi subscription effective immediately."
   • The date you are sending the letter.
   • Your signature (if posting a physical letter) or your full name typed at the bottom (if sending by email).
3. Send the letter by one of the following methods:
   • Post a signed physical letter to the registered office address via Royal Mail Special Delivery Guaranteed by 9am. This method provides tracking and proof of delivery.
   • Email a scanned copy of the signed letter to Voi's customer support email address, which you can find on their website. Request a read receipt to confirm delivery.
   • Use a combination of both methods if you are concerned about delivery reliability.
4. Retain copies of your cancellation letter and evidence of delivery (Royal Mail tracking number or email read receipt).
   • These documents prove that you submitted a valid cancellation request and serve as evidence in the event of a dispute.
5. Wait for a written response from Voi within 5-10 working days.
   • Voi should acknowledge receipt of your cancellation request and confirm the effective cancellation date in writing.
   • If you do not receive a response, follow up with a second email or letter citing the date and method of your original request.

What happens after you cancel: billing and account access

Cancellation does not mean your access to Voi scooters ends immediately. The timing depends on when your next billing cycle is scheduled and on Voi's specific terms regarding cancellation effective dates.

When does access actually end?

If you cancel via the app or website, Voi typically processes the cancellation with effect from the end of your current billing period. For example, if your subscription renews on the 15th of each month and you cancel on the 5th, you will retain access until 15th of that month, at which point the subscription will lapse and you will be unable to unlock scooters using your subscription benefits. Pay-as-you-go pricing will then apply to any further rides.

Some subscription plans permit immediate cancellation, meaning your access ends the same day. Check the cancellation confirmation message or email to establish the exact effective date. If the effective date is in the future, verify that Voi will not charge you again. You should see a message stating that no further charges will be applied and that your subscription is scheduled to terminate on a specific date.

Can you reinstate a cancelled subscription?

If you cancel your subscription and later change your mind, you can reactivate a subscription at any time by selecting a plan in the app or website and completing payment. Voi will treat this as a new subscription, and the 14-day cooling-off period will apply again. You are not locked into cancellation, but you also cannot be forced to maintain a subscription you do not want. Yafee advises testing the pay-as-you-go pricing for one to two weeks before reactivating a plan, so you can make an informed decision based on actual usage patterns.

Refunds: what Voi must refund and when

Your entitlement to a refund depends on whether you cancel within the 14-day cooling-off period or after it has expired.

Refunds within 14 days of purchase

If you cancel within 14 calendar days of purchasing your subscription, you are entitled to a full refund of all charges for the subscription plan, with no deductions or cancellation fees. This right exists regardless of whether you have used the service or not. Voi must process this refund within 14 calendar days of receiving your cancellation request. The refund will be credited to the payment method you used to purchase the subscription (credit card, debit card, PayPal, or other digital wallet).

Refunds after 14 days: the contract termination scenario

If you cancel after the 14-day cooling-off period has ended, your right to a refund depends on the exact wording of Voi's subscription terms. Most standard subscription terms state that once the current billing period has begun, charges for that period are non-refundable. However, you are entitled to a credit towards future subscriptions or a refund of any amount you have paid in advance for subscription periods that have not yet begun.

For example, if you paid for a monthly subscription on the 1st of the month and cancel on the 20th, you will not receive a refund for the 20 days you have already had access. However, if your subscription is set to auto-renew on the 1st of the following month and you cancel before that date, Voi must not process the next renewal charge. If the renewal charge is processed after you have cancelled, you are entitled to request a refund of that erroneous charge within 8 weeks under the Consumer Rights Act 2015 and the Payment Services Regulations 2017.

How to request a refund

If you believe you are entitled to a refund, contact Voi customer support through the app or website and state your case clearly. Provide the date you cancelled, the reason you are requesting a refund, and the specific charges you believe should be refunded. If Voi declines your refund request and you believe their decision is wrong, escalate the complaint to the Financial Conduct Authority (FCA), which oversees payment service providers and subscription practices in the UK. Yafee has assisted thousands of consumers in securing refunds by escalating complaints to the FCA when businesses refused to honour consumer rights.

Common mistakes to avoid during cancellation

Cancellation is straightforward, but specific errors can delay the process or leave you vulnerable to continued charges. Knowing these pitfalls helps you cancel cleanly and create a clear record of your request.

Mistake 1: assuming cancellation has worked without checking

Many subscribers complete a cancellation request in the app, see a confirmation message, and assume the process is finished. Days later, they discover that Voi has charged them again. The confirmation you see in the app is not always binding proof of cancellation. Always check your email within 24 hours for a formal confirmation email from Voi. If no email arrives, contact customer support immediately to verify that the cancellation was recorded in their system. Take a screenshot of the app confirmation and note the exact date and time of your cancellation request.

Mistake 2: not verifying the cancellation effective date

Cancellation in the app may take effect at the end of your current billing period, not immediately. If your next billing date is 20th of the month and you cancel on the 5th, the cancellation will take effect on the 20th. Voi will charge you for that month even though you cancelled 15 days earlier. This is not a breach of contract; it is standard subscription practice. Nevertheless, you should know the exact date on which your access will end and on which no further charges will apply. Read the cancellation confirmation carefully and note this date in your calendar.

Mistake 3: cancelling via email without requesting a response

If you email Voi to request cancellation, always request an acknowledgement and written confirmation. Include a phrase such as "Please confirm receipt of this email and confirm the date on which my subscription will be cancelled." Without this confirmation request, Voi can claim they did not receive the email or that they did not understand the message as a cancellation request. Email systems are not infallible, and disputes about whether a message was sent or received are common.

Mistake 4: not keeping proof of your cancellation request

Screenshot the cancellation confirmation from the app. Save the confirmation email from Voi. Retain copies of any postal cancellation letter and Royal Mail tracking receipts. Print your email exchange if you cancel by email. If Voi later disputes whether you cancelled, these documents prove that you made the request and provide evidence of the date. Without this documentation, the burden of proof falls on you, and Voi may demand payment for charges they claim were validly levied.

Mistake 5: failing to cancel the subscription before you move house

If you move house and update your address with Voi after having cancelled your subscription, your cancellation may be cancelled or your account may be reopened. Keep your address unchanged during the cancellation process. Similarly, if your payment method expires or changes, ensure that Voi is not attempting to charge an alternative payment method on file. Update payment methods before, not after, cancelling your subscription.

If Voi refuses to cancel: your escalation rights

If Voi acknowledges your cancellation request but refuses to process it, or if Voi continues charging you after you have cancelled, you have formal remedies under UK consumer law.

Step 1: lodge a formal complaint with Voi

Send a written complaint to Voi's complaints department (the address for complaints is typically listed in their terms and conditions or on their website) stating that you have requested cancellation, that Voi has refused or failed to process this request, and that you are therefore in breach of the Consumer Rights Act 2015. Request written confirmation of their position and their justification for refusing your cancellation request. Set a deadline of 10 working days for a response. If Voi does not respond within this timeframe, proceed to step 2.

Step 2: escalate to the financial conduct authority

If Voi fails to respond to your complaint or if they refuse to cancel your subscription, contact the Financial Conduct Authority (FCA) and lodge a complaint. The FCA is the UK regulator responsible for supervising subscription services and payment practices. You can lodge a complaint online at the FCA website or by telephone. Provide a clear summary of the facts, copies of your cancellation requests, Voi's responses (or lack thereof), and evidence of any unauthorised charges that occurred after you requested cancellation. The FCA will investigate and will mandate that Voi either cancel your subscription or refund the disputed charges.

Step 3: pursue a claim through the county court

If the FCA investigation does not resolve your dispute, or if you wish to obtain a refund without waiting for the FCA process, you may issue a claim in your local County Court under the small claims procedure. Small claims are designed for disputes under £10,000 and do not require a solicitor. You will need to prove that you requested cancellation, that Voi failed to honour that request, and that you suffered loss as a result (the amount of the unauthorised charges). Yafee recommends collecting all documentary evidence before starting a claim, as this evidence will form the basis of your case.

Checklist: steps to ensure a clean cancellation

Use this checklist to confirm you have taken all necessary steps to cancel safely and create a complete record of your request.

After cancellation: reverting to pay-as-you-go

Once your subscription has ended, you retain access to Voi scooters under pay-as-you-go pricing. Every ride will cost £1.00 to unlock plus £0.20 to £0.25 per minute. You do not need to take any action to activate pay-as-you-go; it applies automatically once your subscription has lapsed.

If you decide within the following weeks that you do actually want to reactivate a subscription plan, you can do so immediately through the app or website. Voi will treat this as a new subscription, and the 14-day cooling-off period will apply again. Test your usage for two to three weeks on pay-as-you-go before reactivating any plan, so you have concrete data on which to base your decision. This approach ensures you choose the pricing model that genuinely matches your behaviour, rather than repeating the cycle of overestimating your future usage.

Comparing Voi to alternative transport options

Before cancelling, consider what transport method you will use instead and whether that alternative is genuinely cheaper or more reliable.

For most occasional users (fewer than 40 minutes per week), walking, cycling, or public transport combined with pay-as-you-go Voi usage when time is critical produces the lowest annual cost. For daily commuters covering 10-15 km per day, a subscription plan becomes cost-effective. However, if your commute has changed or if you are working from home part of the week, your usage profile has shifted, and so has the optimal pricing strategy. Reassess your transport needs every three months and adjust your subscription status accordingly.

Contact information and formal cancellation address

If you need to contact Voi for any reason related to cancellation, use the following methods and address.

Customer support (general): Access the "Contact us" or "Help" section within the Voi app or website. Voi typically provides in-app chat, email support, and a support ticketing system.

Cancellation by post: Address your cancellation letter to:

Voi Holding AB
Unit 4, King Street Studios
33 King Street
Hammersmith
London
W6 9HU
United Kingdom

What to include in your written cancellation request:

• Your full name and registered email address with Voi
• Your Voi user ID or account number
• A clear statement requesting immediate cancellation of your subscription
• The date of the letter
• Your signature (if posting a physical letter)

Royal Mail Special Delivery: Send your letter via Royal Mail Special Delivery Guaranteed by 9am to obtain proof of delivery and ensure Voi receives your request.

Your next steps: how yafee supports subscription cancellation

Cancellation is your right, and you have the authority and the legal framework to exercise that right with confidence. Voi cannot refuse a valid cancellation request, continue charging you after cancellation, or demand payment for periods after the subscription has ended. The Consumer Rights Act 2015 protects you, and regulatory bodies including the Financial Conduct Authority exist to enforce these protections.

Many subscribers hesitate to cancel because they fear missing out or worry that the company will make cancellation difficult. This hesitation is precisely what subscription businesses rely on. Your job is to decide whether your usage justifies the cost. If it does not, cancellation is the financially rational choice. If you remain uncertain, trial pay-as-you-go pricing for two weeks and measure your actual usage before deciding whether to reactivate a subscription.

Yafee has helped thousands of consumers cancel unnecessary subscriptions, recover refunded charges, and escalate disputes with companies that refused to honour cancellation requests. If you experience any difficulty cancelling your Voi subscription, or if Voi continues charging you after you have cancelled, Yafee can advise you on your consumer rights and on the formal escalation procedures available to you. Complete your cancellation today using the steps set out in this guide, and verify the effective date of your cancellation within 24 hours. Your financial control depends on it.