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Cancel Trellis: Step-by-Step Guide
How to cancel Trellis in south africa and protect your consumer rights
Understanding Trellis and your subscription
Trellis operates as a subscription-based software platform offering coworking memberships, event management tools, and ticketing solutions across South Africa. If you use Trellis services, identifying which product you hold is your essential first step toward a straightforward cancellation. At Yafee, we guide thousands of consumers through subscription terminations each month, and we recognise that multi-product platforms create confusion around exit routes and refund eligibility.
What Trellis actually offers in south africa
Trellis is not a single service. Instead, the platform operates a collection of subscription offerings under one corporate structure. In South Africa, you are most likely to encounter Trellis Coworking and Events memberships, which grant access to shared workspaces and event facilities, or Trellis Event Solutions subscriptions, which allow you to manage events and ticketing through their software interface. Each product operates under different cancellation rules, refund policies, and notice periods.
This distinction matters because cancelling a coworking membership requires a different process and timeframe than terminating an event solutions subscription. Before you take action, confirm which Trellis service appears on your billing statement or most recent invoice. Check your email receipts or log into your Trellis account to verify your product type.
Why you might be cancelling Trellis
Your circumstances may have changed: you no longer require desk space, your event management needs have shifted, or you are consolidating software tools. Whatever your reason, Trellis subscriptions can lock you in through contractual notice periods unless you follow the cancellation process precisely. At Yafee, we recommend documenting your cancellation reason so you can reference it in writing if a dispute arises later.
Your consumer rights under south african law
South Africa's Consumer Protection Act (CPA) grants you specific protections when cancelling distance or online transactions, and understanding these rights is your legal leverage if Trellis resists your cancellation request.
The 14-day cooling-off period and when it applies
If you purchased your Trellis subscription online or through distance marketing (email, web form, or phone), you may have a 14-day cooling-off period under section 5(1) of the Consumer Protection Act. This means you can cancel within 14 calendar days of purchase and receive a full refund, provided Trellis has not yet rendered the service in full. However, Trellis does not explicitly advertise CPA cooling-off rights in its standard terms, which represents a compliance gap.
The cooling-off period applies to "distance transactions" - any transaction concluded without the consumer and supplier meeting face-to-face. If you signed up online, you fall within this protection. The 14 days runs from the date you received the service agreement or first confirmation of your subscription, whichever is later.
What happens if Trellis refuses to honour your rights
If Trellis denies a refund you believe you are entitled to under the Consumer Protection Act, the National Consumer Commission (NCC) is your formal escalation channel. You can lodge a complaint with the NCC if informal negotiation fails. Include your order confirmation, cancellation request email, and any written response from Trellis in your complaint. The NCC can order a refund or impose a penalty if it finds Trellis has breached the CPA.
Your legal position: Under the Consumer Protection Act section 5(1), you have the right to cancel a distance contract within 14 days without penalty or justification. Trellis cannot exclude this right in its terms and conditions. If the company refuses, the NCC has statutory authority to compel compliance.
Cancellation methods and notice periods for Trellis
Trellis offers cancellation through written notice, but the specific method and notice period depend on your product and membership tier.
Cancelling a Trellis coworking and events membership
This membership grants you access to coworking spaces and event facilities. Cancellation requires written notice submitted to Trellis within strict notice periods that vary by membership tier and contract length.
- Locate your membership agreement or latest invoice to determine your notice period. Open seating memberships typically require 30 days' notice, whilst dedicated desk and private office memberships may require 60 or 90 days' notice.
- Check the "Membership Terms" or "Agreement" section in your account dashboard or email confirmation.
- Note the notice period, billing frequency, and renewal date.
- Draft a cancellation email addressed to the Trellis support team. Include your full name, membership ID, the date you wish to cancel (at least the required number of days from now), and your reason for cancellation.
- Example subject line: "Cancellation Request - Membership ID [Your ID] - Effective [Date]"
- Specify the cancellation date clearly so there is no ambiguity about when your membership ends.
- Send your cancellation email to [email protected] or the support email listed on your invoice. If no email is available, submit a cancellation request through your Trellis account dashboard.
- Keep a copy of your email and the timestamp of sending for your records.
- Take a screenshot of your account dashboard showing the cancellation request, if you submit through the platform.
- Wait for written confirmation from Trellis that your cancellation has been accepted and processed. Confirmation should include the effective cancellation date and any refund details.
- Follow up after 5 business days if you have not received confirmation.
- If Trellis fails to confirm, send a second email (cc'd to yourself) or use a courier service to send your cancellation by registered mail to the address listed below.
Cancelling a Trellis event solutions subscription
Event Solutions is a software-as-a-service platform that allows you to manage events and ticketing. Cancellation requires written notice and typically allows for cancellation without penalty if you provide notice before the next billing cycle.
- Log into your Trellis Event Solutions account and navigate to Account Settings or Billing to identify your subscription plan, billing date, and cancellation policy.
- Open the "Subscription" or "Billing" tab in your account settings.
- Record the next billing date and your contract length (monthly, annual, etc.).
- Draft a cancellation request in writing addressed to Trellis Events Support. Include your account email, account ID, the effective cancellation date, and confirmation that you understand any refund terms.
- Example opening: "I request cancellation of my Event Solutions account [Account ID] effective [Date], in accordance with section [X] of the service agreement."
- Submit your cancellation request to [email protected] or through the support portal within your account.
- Retain all submission confirmations and timestamps.
- Request and retain written confirmation that your cancellation has been processed, including the final cancellation date and details of any refund due.
- Most SaaS platforms honour cancellations effective immediately or at the end of the current billing cycle.
- If you cancel mid-cycle, confirm whether Trellis will prorate refunds.
What to expect after you cancel Trellis
Once you have submitted your cancellation and received confirmation, your account will transition through a wind-down period.
Timeline and access during cancellation
Trellis typically grants you access to your account until the effective cancellation date. If you cancel a coworking membership, your access card or biometric entry will be deactivated on the specified date. If you cancel Event Solutions, your account will become read-only after cancellation, allowing you to export event data and historical records for a limited period (usually 30 days).
Before the cancellation date, export all essential data - attendee lists, event configurations, ticket sales records, and any custom reporting. Do not rely on Trellis to retain this data after your account is terminated.
Refunds and billing after cancellation
Refund policy depends on your product and timing. If you cancel within the 14-day cooling-off period, you are entitled to a full refund of fees paid. If you cancel after the cooling-off period but before the next billing cycle, most platforms prorate your refund, although Trellis's terms may exclude this.
Check your cancellation confirmation email for the refund timeline. Refunds typically process within 5 to 10 business days to your original payment method. If you do not see a refund after 10 business days, contact Trellis support to request a refund status update and provide your transaction reference.
Confirmation you should retain
Keep all cancellation-related emails and confirmations indefinitely. Store a copy of your final invoice showing a zero balance, screenshots of your account showing "Cancelled" status, and any refund confirmation from Trellis or your bank. This documentation protects you if Trellis attempts to charge you after cancellation or if you need to dispute a charge.
Pricing breakdown and refund eligibility
Trellis pricing varies by product and membership tier. The table below outlines typical South African pricing (in ZAR) and refund eligibility based on cancellation timing.
| Product | Typical monthly cost (ZAR) | Notice period | Refund if you cancel within 14 days | Refund if you cancel after 14 days |
|---|---|---|---|---|
| Coworking - Open seating | R1,500-R2,500 | 30 days | Full refund | None (unless prorated by provider) |
| Coworking - Dedicated desk | R3,000-R5,000 | 60 days | Full refund | None (unless prorated by provider) |
| Coworking - Private office | R6,000-R12,000 | 90 days | Full refund | None (unless prorated by provider) |
| Event Solutions - Standard | R800-R1,200 | Monthly, cancel anytime | Full refund | Prorated refund to month-end |
| Event Solutions - Pro | R2,000-R3,500 | Annual contract, 60 days' notice | Full refund | None unless within notice period |
| Event Solutions - Enterprise | Custom pricing | Negotiable per contract | Full refund | Depends on agreement terms |
These figures are indicative and based on current market rates in South Africa. Your actual costs may differ. Always verify your exact pricing and cancellation terms in your original service agreement or account settings.
Common mistakes to avoid when cancelling Trellis
Cancellation is straightforward when you follow the proper process, but these common errors can delay or block your exit.
Mistake 1: cancelling via phone without written confirmation
If you call Trellis support and request cancellation verbally, there is no documented proof of your request. If Trellis continues to charge you or disputes your cancellation, you have no record to enforce your rights. Always submit cancellation in writing and retain the confirmation email. Written requests also protect you under the Consumer Protection Act, which requires distance suppliers to honour cancellations confirmed in writing.
Mistake 2: missing the notice period deadline
Coworking memberships require 30 to 90 days' notice depending on your tier. If you submit your cancellation request after the notice period window has passed, Trellis may treat your request as effective only after the next notice period elapses. Calculate your effective cancellation date carefully: if you submit notice on 15 June and require 30 days' notice, your effective cancellation is 15 July. If you miss this calculation, you may be locked in for another month.
Mistake 3: not exporting your data before cancellation
Trellis limits access to your account after cancellation. If you manage events through the platform, export your attendee lists, ticket sales data, and event configurations before your cancellation date. Do not assume you can retrieve this information later.
Mistake 4: ignoring renewal charges before cancellation
If your subscription renews before your cancellation takes effect, you will be charged for the next billing period. Coordinate your cancellation date to align with your billing cycle or request that Trellis refund the renewal charge. At Yafee, we recommend submitting cancellation at least 5 days before your renewal date to prevent unexpected charges.
Escalation steps if Trellis refuses to cancel
Most cancellations are processed smoothly, but if Trellis denies your request or continues charging after you cancel, follow this escalation path.
Step 1: send a formal cancellation demand letter
If Trellis does not respond to your initial cancellation email within 5 business days, send a second email marked "FORMAL CANCELLATION DEMAND" to [email protected]. Reference the Consumer Protection Act section 5(1), cite your original cancellation email date, and request written confirmation within 5 business days. Keep a record of this email.
Step 2: send a registered letter to trellis's registered office
If email does not yield results, send your cancellation demand by registered mail to Trellis SOS's registered business address (see "Contact details" section below). Include copies of your original service agreement, all cancellation emails, and a statement that you are invoking your Consumer Protection Act rights. Request a response within 10 business days.
Step 3: lodge a complaint with the national consumer commission
If Trellis fails to honour your cancellation or refund within 10 business days of your registered letter, lodge a formal complaint with the National Consumer Commission (NCC). Visit www.ncc.org.za, complete the online complaint form, and attach all supporting documentation. The NCC can investigate, mediate, or take enforcement action against Trellis if it finds a breach of the Consumer Protection Act.
Why yafee helps you cancel Trellis with confidence
At Yafee, we understand the frustration of locked-in contracts and unresponsive support teams. Our platform is built to demystify cancellation, connect you with the right contact channels, and ensure you understand your rights under South African consumer law. Yafee has helped thousands of consumers cancel SaaS subscriptions, coworking memberships, and event platforms, and we specialise in cases where providers try to retain unwilling customers.
If Trellis does not respond to your cancellation or disputes your refund claim, Yafee provides templates, escalation support, and documentation assistance to strengthen your case with the National Consumer Commission. Your cancellation should not require legal expertise or months of back-and-forth - Yafee makes the process clear, fast, and legally grounded.
Contact details for Trellis SOS in south africa
Use the following contact information to submit your cancellation request to Trellis. For the most current address and support email, verify the details on your latest invoice or log into your account.
| Contact method | Details |
|---|---|
| Email (general support) | [email protected] |
| Email (events support) | [email protected] |
| Registered office address | Trellis SOS (Pty) Ltd, [Confirm current address from latest invoice or company registration - typically Johannesburg or Cape Town based] |
| Company registration number | [Verify with CIPC - Companies and Intellectual Property Commission] |
| Billing enquiries | [email protected] |
If support contact details are not listed on your invoice, check your original confirmation email or log into your account and navigate to "Help" or "Contact Us". Trellis must provide you with contact details upon request under the Consumer Protection Act.
Summary: your cancellation checklist
Before you submit your cancellation, use this checklist to ensure you have completed every step and retained all necessary documentation.
- Confirm which Trellis product you hold (Coworking, Events, or Event Solutions).
- Locate your membership agreement or service agreement and note the notice period and effective cancellation terms.
- Calculate your cancellation date (today plus the required notice period).
- Export all essential data from your account (attendee lists, event data, payment records).
- Draft a written cancellation request including your name, account ID, and effective cancellation date.
- Send your cancellation email to the appropriate Trellis support email address and retain a copy with timestamp.
- Wait for written confirmation from Trellis confirming your cancellation and refund eligibility.
- Verify that no charges appear on your next billing statement after the cancellation date.
- If no refund is received within 10 business days, follow up with Trellis and request a refund status.
- If Trellis refuses to cancel or refund, escalate to the National Consumer Commission with copies of all documentation.
- Keep all cancellation emails, confirmations, and refund receipts for at least one year.
Cancelling Trellis is your right under South African consumer law. Whether you no longer need coworking space, are switching event platforms, or simply wish to consolidate tools, you are entitled to a clean exit if you follow the proper procedure. Yafee has walked thousands of consumers through this process and stands ready to support you - from initial cancellation through escalation to the National Consumer Commission if needed. Start your cancellation today with confidence, knowing your legal position is strong and your documentation is secure.
Important warning
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