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Frequently asked questions
Cancel Trustpilot: The Right Way
How to cancel Trustpilot in malaysia and reclaim control of your business account
What Trustpilot is and why malaysian businesses are signing up
Trustpilot is an online review management platform headquartered in Copenhagen, Denmark, that allows customers to post feedback about companies and businesses to pay for tools to manage, collect, and display those reviews across the web.
For Malaysian SMEs, Trustpilot offers a freemium model. You can claim a free business profile and display customer reviews, or you can upgrade to a paid subscription plan to access review invitations, custom widgets, multiple user accounts, domain support, and integrations. The confusion often starts because the free profile and the paid subscription operate side by side, and many businesses do not realise they have signed up for automatic renewal until they receive an unexpected charge.
The Trustpilot freemium structure
Trustpilot's free tier allows you to claim your business profile and respond to reviews. You do not pay anything. Nevertheless, if you choose to upgrade, the platform moves you onto a paid subscription that renews automatically at the end of each billing cycle unless you cancel in advance.
Paid subscription plans and pricing in malaysia
Trustpilot offers three main paid plans. The Starter plan costs USD 99.00 (approximately RM 467) per month on a 12-month commitment. The Plus plan costs USD 319.00 (approximately RM 1,506) per month, and the Premium plan costs USD 799.00 (approximately RM 3,771) per month. All paid plans operate on a 12-month fixed commitment, which means you are legally obliged to pay for the full 12 months unless you meet specific cancellation conditions under Malaysia's consumer protection law.
For a typical Malaysian business owner, the practical question is straightforward: do the paid features-review invitations, branded widgets, and integrations-deliver genuine business value, or are you simply paying for a badge and cosmetic tools? If your main goal is to appear in search results and Google Maps, Google Business Profile already provides basic review functionality at no cost. If you need workflow automation and branded review displays, then a paid platform may justify the investment.
Your legal position and consumer protection in malaysia
Your right to cancel Trustpilot and recover charges is protected under Malaysia's Consumer Protection Act 1999 and reinforced by the Ministry of Domestic Trade and Consumer Affairs (MDTCA), which enforces consumer rights across the country.
How the consumer protection act 1999 protects you
Under the Consumer Protection Act 1999, you have the right to cancel a distance contract (a contract entered into without face-to-face negotiation, such as an online subscription) within 10 calendar days of signing up, provided you have not started using the service. This period is called the "cooling-off period." If you signed up for Trustpilot, received your confirmation, and then changed your mind within 10 days, you have a legal right to cancel and receive a full refund.
Furthermore, if Trustpilot charges you automatically without clear, prior written consent to the recurring payment, those charges may be considered unfair under Section 139 of the Consumer Protection Act 1999. The law requires that any automatic renewal subscription must be disclosed transparently, and you must be able to cancel easily.
What happens if Trustpilot refuses to refund you
If you cancel within 10 days and Trustpilot refuses to refund your payment, you can lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA) at the Federal Trade Descriptions Office (FTDO). The FTDO investigates unfair trading practices and can compel refunds if Trustpilot has breached the Consumer Protection Act 1999. You can file a complaint online at www.mdtca.gov.my or visit your nearest MDTCA office in person.
Your legal position is strong if you can prove that you were not given clear notice of the automatic renewal terms or the cancellation process. Yafee advises that you gather all email confirmations, screenshots of the terms you agreed to, and your payment receipt before filing a complaint.
Methods to cancel Trustpilot and when they apply
Trustpilot provides multiple cancellation routes, and the method you use depends on your account status and whether you are still within the cooling-off period or in an active subscription term.
Cancellation within the 10-day cooling-off period
If you signed up for a paid plan fewer than 10 calendar days ago, you fall under the Consumer Protection Act 1999 cooling-off period. You can cancel immediately and request a full refund without providing a reason. This is your strongest legal position.
Cancellation after the cooling-off period
If you are cancelling after 10 days, your right to a refund depends on your contract terms. Most Trustpilot subscriptions are sold on a 12-month fixed commitment. If you cancel mid-term, Trustpilot may charge an early termination fee or decline to refund any unused portion of your subscription. Nevertheless, you still have the right to cancel and stop future charges. Yafee recommends that you review your specific contract terms before proceeding, as early cancellation may result in a penalty.
Cancellation of auto-renewal only
If your current 12-month term is nearing its end and you simply want to prevent automatic renewal, Trustpilot provides a cancellation option in your business account settings. This cancellation method stops the subscription from renewing at the end of your current billing cycle but does not refund any charges already incurred.
Step-by-step cancellation process via your web account
The primary cancellation route is through your Trustpilot Business account on the web. Follow these steps in order to submit your cancellation request officially.
Step 1: log in and access your membership page
- Open your web browser and navigate to your Trustpilot Business account login page.
- Enter your email address and password to log in.
- Once logged in, locate and click on the "Membership" or "Billing" section (usually found in account settings or dashboard navigation).
- Take a screenshot of your current subscription plan, renewal date, and subscription period for your records.
Step 2: locate and initiate the cancellation option
- Within the Membership section, search for a button or link labeled "Cancel subscription," "Cancel plan," or "Manage subscription."
- Click on the cancellation link or button.
- Review any warning messages or termination fees displayed on the screen and take screenshots.
- If you do not see a clear cancellation option, proceed to contact Trustpilot support (see section below).
Step 3: confirm your cancellation request
- Trustpilot will display a confirmation screen summarizing the effective date of cancellation and any outstanding charges or refunds.
- Review this screen carefully. Verify that your cancellation is scheduled for the date you intend.
- If the displayed date is incorrect, do not proceed; contact Trustpilot support instead.
- Click "Confirm cancellation" or a similar button to submit your request officially.
- Trustpilot will display a confirmation message and send you a confirmation email to your registered account email address.
- Save this email and any confirmation number provided.
Step 4: verify cancellation via email confirmation
- Check your email inbox (including spam and promotions folders) for a confirmation email from Trustpilot within 24 hours of your cancellation request.
- The email must state the cancellation effective date and any charges or refunds that apply.
- Save this email permanently as proof of your cancellation request.
- If you do not receive a confirmation email within 48 hours, send an email to [email protected] with the subject line "Cancellation confirmation request" and include your account email and any cancellation reference number provided during the web process.
Cancellation via email and phone support
If the web cancellation process fails or you need support from a Trustpilot representative, you can cancel by contacting Trustpilot support directly using the contact methods below.
Email cancellation method
- Compose an email to [email protected] with the subject line "Cancellation request for [your business name]."
- In the body of the email, state your intention to cancel your paid subscription plan clearly and provide your business account email address.
- Include your current subscription plan name (Starter, Plus, or Premium) and your preferred cancellation effective date.
- If you are within the 10-day cooling-off period, state this explicitly and request a full refund.
- Request a written confirmation of your cancellation request and the effective cancellation date.
- Send the email and save a copy for your records.
- Expect a response within 5 business days. If you do not receive a reply within 7 business days, escalate the request (see section below).
Phone cancellation method
- Call Trustpilot's support team at +31 20 299 1600 (this is the international support number; costs may apply).
- When you reach a representative, state your intention to cancel your paid subscription plan.
- Provide your business account email address and confirm your current subscription plan.
- Request a cancellation confirmation number and confirmation email.
- Ask the representative to specify the effective cancellation date in writing.
- After the call, send a follow-up email to [email protected] summarising the conversation and referencing the confirmation number provided.
Understanding refunds and what you can recover
Your refund eligibility depends on when you cancel and the terms of your specific subscription agreement with Trustpilot.
Refunds within the 10-day cooling-off period
If you cancel within 10 calendar days of purchasing your plan, you are entitled to a full refund under the Consumer Protection Act 1999. Trustpilot must return any payment you made, and this refund does not depend on whether you used the service. You must receive your refund within 30 days of cancelling. If Trustpilot delays the refund beyond 30 days, contact the MDTCA.
Refunds after the cooling-off period
If you cancel after 10 days, refund eligibility is governed by your contract terms. Most Trustpilot plans sold on a 12-month commitment do not offer pro-rata (proportional) refunds for cancellation mid-term. In other words, if you cancel 6 months into a 12-month plan, Trustpilot will not refund the 6 unused months. Consequently, you may lose the full amount remaining on your subscription unless your contract includes an explicit early termination clause.
Nevertheless, if you can prove that Trustpilot failed to disclose automatic renewal terms clearly, or if the cancellation process was intentionally hidden or confusing, you may be entitled to a refund under unfair contract terms provisions in the Consumer Protection Act 1999. Yafee recommends that you gather evidence of the original promotional materials, signup page, and terms presented to you at the time of purchase.
Processing time for refunds
Once Trustpilot approves your refund, the payment should be returned to your original payment method within 5 to 10 business days. If your original card no longer exists or has been cancelled, the refund may be delayed pending manual processing. Contact your bank or payment provider if you do not see a refund within 10 business days of cancellation approval.
What happens to your account after cancellation
After you cancel Trustpilot, your paid features stop immediately, but your business profile and reviews remain visible on the platform unless you delete them manually.
Access to your account after cancellation
Once your cancellation takes effect, you lose access to paid features such as review invitation quotas, custom widgets, multiple user accounts, and priority support. You retain access to your free business profile, meaning customers can still see and write reviews about your business on Trustpilot, and you can respond to reviews using the free tier.
Data retention and export
Before your cancellation effective date, export any reports, review data, or custom widget settings you may need for your records or to use elsewhere. Trustpilot does not clearly document how long it retains your data after cancellation, so assume that all your paid feature data (invitation history, custom reports, analytics) may be deleted 30 days after cancellation. To safeguard your information, take screenshots or download reports from your account now.
Automatic deletion of your free profile
If you wish to remove your free business profile from Trustpilot entirely, you must submit a separate deletion request. Cancelling your paid subscription does not delete your profile automatically. Contact [email protected] with a request to delete your business profile if you no longer wish to appear on the platform.
Pricing comparison and what you are paying for
| Plan | Monthly cost (USD) | Monthly cost (MYR approx.) | Commitment | Key features |
|---|---|---|---|---|
| Free | USD 0 | RM 0 | None | Business profile, review responses, basic stats |
| Starter | USD 99.00 | RM 467 | 12 months | Monthly invitations, basic widgets, 1 user |
| Plus | USD 319.00 | RM 1,506 | 12 months | Higher invitation quota, advanced widgets, 5 users |
| Premium | USD 799.00 | RM 3,771 | 12 months | Unlimited invitations, custom domain, API access, 10 users, priority support |
Note: Exchange rates are approximate and based on USD 1 = RM 4.72. All paid plans require a 12-month upfront commitment or monthly billing at a higher rate.
Common cancellation mistakes and how to avoid them
Cancellation disputes are rarely pleasant, but most problems can be prevented by following a few straightforward precautions. Here is what catches most people off guard.
Mistake 1: assuming free profile = no automatic charges
Many Malaysian business owners claim their free profile on Trustpilot and later receive an unexpected charge for a paid upgrade they do not remember authorising. This happens when the signup flow presents an optional paid plan at the checkout stage and the business owner clicks through without reading the terms. Consequently, a subscription begins automatically and renews every month unless cancelled explicitly. To avoid this, check your Trustpilot email confirmation immediately after signing up. If it mentions a paid plan, you have 10 days to cancel and recover your money.
Mistake 2: cancelling via web but not verifying via email
Some users click "cancel" on the web, see a confirmation screen, and assume the process is complete. Nevertheless, Trustpilot's system may fail to process the cancellation if there is a technical glitch or if you accidentally close the page before final confirmation. Always verify that you receive a confirmation email from Trustpilot within 24 hours. If the email does not arrive, assume the cancellation did not go through and contact support immediately.
Mistake 3: missing the renewal date and losing the cooling-off window
If your subscription renews before you realise you were charged, you may fall outside the 10-day cooling-off period for that new charge. To protect yourself, log into your Trustpilot account right now and note your next renewal date. Set a calendar reminder 15 days before that date so you have time to cancel if you change your mind. Yafee recommends that you also monitor your bank or credit card statements for unexpected Trustpilot charges monthly.
Mistake 4: accepting a refund via credit note instead of cash back
If you contact Trustpilot support, some representatives may offer you a credit note (account credit to use on future Trustpilot services) instead of a full refund to your original payment method. Reject this offer if you no longer want to use Trustpilot. Under the Consumer Protection Act 1999, you have the right to a refund in the form of money returned to your original payment method, not a credit note. Insist on a cash refund and get confirmation in writing.
Escalation and complaint procedures if Trustpilot refuses to cancel
If Trustpilot ignores your cancellation request or refuses to refund your money, you have legal remedies under Malaysia's consumer protection framework.
Step 1: formal written demand to Trustpilot
- Compose a formal letter (email is acceptable) to [email protected] titled "Formal Demand for Cancellation and Refund."
- Include all relevant dates, amounts, account details, and evidence (screenshots, payment receipts, previous cancellation requests).
- State clearly that you are cancelling your subscription effective immediately and requesting a full refund.
- Specify a deadline of 10 business days for Trustpilot to respond and process the refund.
- Save a copy and send via email with a read receipt request.
Step 2: complaint to the ministry of domestic trade and consumer affairs
If Trustpilot does not respond within 10 business days, file a formal complaint with the MDTCA's Federal Trade Descriptions Office. You can lodge a complaint online at www.mdtca.gov.my or visit a local MDTCA office in person. The complaint form requires you to provide your account details, payment evidence, and copies of all correspondence with Trustpilot. The MDTCA will investigate whether Trustpilot has breached the Consumer Protection Act 1999 and can compel a refund if wrongdoing is found.
Step 3: civil court claim if necessary
If the MDTCA investigation does not resolve your case, you can file a civil claim against Trustpilot in the Malaysian Small Claims Court (for claims under RM 5,000) or the District Court (for claims between RM 5,000 and RM 250,000). You do not need a lawyer for small claims, and Trustpilot will be required to respond to the court.
Checklist before and after cancellation
Use this checklist to ensure you complete every step and protect your legal position.
| Task | When to do it | Completed |
|---|---|---|
| Log into your Trustpilot account and screenshot your current plan and renewal date | Before cancellation | [ ] |
| Export or download any reports, review data, or widget code you need | Before cancellation | [ ] |
| Check the number of days since you signed up (if under 10 days, note this) | Before cancellation | [ ] |
| Submit cancellation via web account or email, save a copy of confirmation | Immediately | [ ] |
| Receive cancellation confirmation email from Trustpilot (within 24 hours) | After cancellation | [ ] |
| Follow up with support if no email received (within 48 hours) | After cancellation | [ ] |
| Monitor your bank or payment card for charges after the cancellation effective date | After cancellation | [ ] |
| If charged again post-cancellation, contact support and escalate to MDTCA | If needed | [ ] |
Reviews and user experiences with Trustpilot cancellation
Malaysian business owners have reported mixed experiences cancelling Trustpilot. Some users complete the process smoothly via the web account, while others struggle with slow email support responses or lack of clarity about renewal dates and termination fees.
Common themes in user reports include confusion about the difference between the free profile and paid subscriptions, surprise at automatic renewal charges, and frustration when contacting support to cancel. A few users reported that Trustpilot support did not respond to cancellation emails for several weeks, resulting in additional unwanted charges.
The consensus is that cancellation is straightforward if you act quickly and follow the web process, but slower if you rely on email support. Yafee has helped thousands of consumers navigate subscription cancellations and disputes. If you encounter resistance from Trustpilot or have not received a cancellation confirmation within 48 hours, escalate to the MDTCA immediately rather than waiting longer.
Summary and next steps
Cancelling Trustpilot requires three key actions: logging into your account and submitting a cancellation request via the web, receiving a written confirmation from Trustpilot, and verifying that no further charges appear on your bank statement after the effective cancellation date.
Your legal position is strongest if you cancel within 10 days of signup, in which case you are entitled to a full refund under the Consumer Protection Act 1999. If you cancel after 10 days, refund eligibility depends on your contract terms, though you always have the right to stop future charges.
If Trustpilot refuses to cancel or issue a refund, file a complaint with the Ministry of Domestic Trade and Consumer Affairs at www.mdtca.gov.my. The MDTCA has the authority to investigate and compel Trustpilot to comply with Malaysian consumer law.
Start your cancellation process today by logging into your Trustpilot Business account and navigating to the Membership section. If you need guidance or encounter resistance, Yafee provides independent contract advice tailored to Malaysian consumers and businesses. Visit yafee.com for more information on subscription cancellations, consumer rights, and contract disputes.
Contact information for Trustpilot support and escalation
Use the contact details below to cancel Trustpilot or escalate a dispute if your cancellation is not processed.
| Contact method | Details | Expected response time |
|---|---|---|
| Email support | [email protected] | 5-7 business days |
| Phone support (international) | +31 20 299 1600 | During business hours (CET) |
| Live chat (if available) | Inside your Trustpilot Business account | Varies; may require upgraded plan |
| Consumer complaint (Malaysia) | MDTCA / FTDO - www.mdtca.gov.my | 10-30 days for investigation |
Yafee is committed to helping you understand your rights and cancel unwanted subscriptions without stress. Yafee's guides cover subscription cancellations, contract disputes, and consumer protection for Malaysian consumers across dozens of services. Yafee recommends that you gather all evidence (emails, screenshots, payment receipts) before contacting any support team, as this evidence is essential if you need to escalate to the MDTCA or pursue a legal claim. Visit yafee.com today for more guidance.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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