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Frequently asked questions
Cancel Trustpilot: The Right Way
How to cancel your Trustpilot subscription in south africa and protect your rights
What Trustpilot is and why south african businesses subscribe
Trustpilot is a global online review platform that allows customers to publish reviews of your business and enables you to collect, manage, and respond to customer feedback in one centralised space. If you operate in South Africa, you may have signed up for a Business account to monitor your online reputation and engage with customer reviews across various industries.
Trustpilot offers both free and paid Business plans, ranging from basic review collection tools to advanced analytics and customisation features. Consumer accounts exist for individuals who simply want to write and read reviews. Understanding which account type you hold is your first step towards cancelling with confidence. Yafee specialises in helping businesses navigate subscription cancellation across platforms, and Trustpilot subscriptions are no exception.
Business accounts versus consumer accounts
Business accounts come in two varieties: free and paid subscription plans. Paid plans unlock features including customer invitation campaigns, advanced analytics, competitor benchmarking, and customised review widgets for your website. Consumer reviewer accounts are free and allow individuals to post reviews without any contractual obligation to Trustpilot.
If you subscribed to a paid Business plan directly from Trustpilot, you must follow a formal cancellation process governed by their Terms of Use and Sale for Businesses. Free Business accounts and consumer accounts have simpler removal procedures. Yafee recommends checking your email invoices or account dashboard to confirm which plan type you hold before you initiate cancellation.
How Trustpilot fits into your online reputation strategy
Many South African businesses use Trustpilot to build trust with potential customers and collect authentic feedback. However, if your reputation management strategy has shifted, your budget constraints have tightened, or you have found alternative review platforms, cancelling makes practical sense. Yafee understands that subscriptions change and you deserve a clear, hassle-free exit route.
Your consumer rights and protections in south africa
As a South African business, you are protected by the Consumer Protection Act 68 of 2008, which safeguards your rights when purchasing services like Trustpilot subscriptions.
What the consumer protection act means for your Trustpilot subscription
The Consumer Protection Act requires service providers to act fairly, honestly, and professionally in all dealings. If Trustpilot has failed to deliver promised features, experienced extended downtime, or breached the terms of your contract, you may have grounds to request a refund or cancellation without penalty. Additionally, you have the right to cancel if Trustpilot has materially breached the agreement and failed to remedy the breach within a reasonable timeframe as defined by law.
You must document all service failures, missed features, or technical issues in writing. Keep copies of your subscription contract, invoices, and all email correspondence with Trustpilot. If the company refuses your cancellation request or withholds a refund you believe you are entitled to, you can escalate your complaint to the National Consumer Commission (NCC), which is the enforcement body tasked with protecting consumer rights across all sectors in South Africa.
Your legal position under south african law
You have the legal right to cancel your Trustpilot subscription under the following circumstances:
- Material breach: Trustpilot fails to provide core features listed in your contract or service level agreement.
- Extended downtime: The platform is unavailable for longer than stated in the service terms.
- Breach of fairness: The cancellation terms themselves are unreasonably restrictive or punitive and lack transparency.
- Service cessation: Trustpilot ceases operations in South Africa, entitling you to a pro-rata refund for unused time.
The Consumer Protection Act also prohibits unfair contract terms. If Trustpilot's cancellation clause is unconscionable or one-sided, the NCC may intervene on your behalf. You must follow the proper cancellation procedure to strengthen your legal position.
Trustpilot pricing and plan types
Understanding your current plan and its cost structure is essential before you cancel.
Trustpilot business plans and costs
Trustpilot offers tiered paid plans for businesses, typically including features such as review invitations, analytics dashboards, and API access. Exact pricing in South African Rand (ZAR/R) varies by plan tier and contract term. Most paid subscriptions are billed monthly or annually, with discounts for longer commitments. Free Business accounts include basic review moderation but no advanced analytics or invitation tools.
Yafee advises you to log into your Trustpilot account and navigate to Billing or Account Settings to view your current plan, monthly cost, and next billing date. Screenshot this information for your records before you proceed with cancellation.
| Plan type | Key features | Cost (approximate) | Commitment |
|---|---|---|---|
| Free Business | Basic review moderation, no analytics | Free | None |
| Basic Paid | Review invitations, basic analytics | R500-R1,500/month | Monthly or annual |
| Professional Paid | Advanced analytics, competitor benchmarking, API access | R2,000-R5,000/month | Monthly or annual |
| Enterprise Paid | Bespoke integrations, priority support, custom reporting | Negotiated | Annual contract |
Should you cancel your Trustpilot subscription?
Consider cancelling if you no longer derive value from the platform, if review management is not a priority for your business, or if you have found a more cost-effective alternative. You should also cancel if Trustpilot has failed to deliver promised features or if your marketing budget has been restructured. Yafee helps thousands of South African business owners evaluate when cancellation is the right financial decision.
How to cancel your Trustpilot subscription
Trustpilot requires cancellation requests to be submitted via email at least 30 days before the end of your subscription period as per their Terms of Use and Sale for Businesses (November 2025).
Step 1: verify your subscription end date and plan details
Log into your Trustpilot Business account and navigate to the Billing section. Note the exact date your current subscription period ends. Trustpilot requires you to submit your cancellation request at least 30 days before this date. If your subscription ends on 31 January, you must submit your cancellation request by 1 January at the latest. Record this deadline in writing and set a calendar reminder.
Step 2: prepare your cancellation email
Draft a formal email to Trustpilot's support team with the following information:
- Your full name and the name of your business.
- Your Trustpilot Business account email address and account ID (visible in account settings).
- The subscription plan you currently hold.
- Your requested cancellation date (ensure it falls at least 30 days before your subscription end date).
- A statement requesting formal cancellation of your subscription effective immediately or on your specified date.
- A request for written confirmation of the cancellation.
Keep your email professional and clear. Do not include emotional language or complaints at this stage; this is a formal notice. Yafee recommends using plain language and numbered points to ensure clarity.
Step 3: submit your cancellation request via email
Send your cancellation email to Trustpilot's support address. Trustpilot's standard support channel is typically available on their website or in your account settings. Use a professional email account associated with your business. Request a read receipt or delivery confirmation so you have proof of submission. Include a CC to your own email address if possible.
Retain a copy of your sent email, the full headers (including timestamp), and any delivery confirmation. This documentation is vital if Trustpilot disputes the timing or content of your cancellation request later.
Step 4: document the 30-day notice period and wait for confirmation
From the date you submit your email, Trustpilot has no specified response timeframe in their standard terms, but best practice is to expect confirmation within 5 business days. If you do not receive written confirmation of your cancellation within 7 days, send a follow-up email referencing your original request and asking for immediate acknowledgment.
During the 30-day notice period, your subscription will remain active and you will continue to be charged. Confirm that Trustpilot does not cancel you mid-cycle; your cancellation should take effect at the end of the current billing period unless you have negotiated otherwise.
Step 5: monitor your billing and account access
Check your bank or credit card statement on the date your subscription was due to renew. If Trustpilot charges you after your cancellation date has passed, you have grounds to dispute the charge with your bank and escalate to the National Consumer Commission. Log into your Trustpilot account to confirm that your plan has reverted to the free tier or that your account is marked as cancelled.
Yafee advises keeping screenshots of your account status and billing records for at least 12 months after cancellation in case you need to prove you cancelled if a dispute arises.
Refunds and pro-rata billing
Your right to a refund depends on the timing and reason for your cancellation.
When you are entitled to a refund
If you cancel within the 30-day notice period and your subscription is billed monthly, you should not be charged for the following month. If you cancel mid-month and Trustpilot's terms permit pro-rata refunds, you may be entitled to a partial refund for unused days. However, if your subscription is billed annually and you cancel part-way through the year, Trustpilot may retain a portion or all of your prepayment unless their contract or consumer law grants you an exception.
Under the Consumer Protection Act, if Trustpilot has breached your contract materially or failed to remedy a breach, you are entitled to request a refund of all fees paid since the breach began. Document the breach in writing before you request the refund.
How to request a refund
Include a refund request in your cancellation email or submit a separate email to Trustpilot's billing team within 14 days of your cancellation effective date. State the reason for the refund request (unused days, service breach, or non-delivery of features) and cite the clause in Trustpilot's terms or the Consumer Protection Act that entitles you to it. Request the refund be issued to your original payment method within 14 days. If Trustpilot refuses, escalate to the National Consumer Commission.
Common mistakes to avoid when cancelling Trustpilot
Many businesses cancel subscriptions incorrectly and lose their right to a refund or face hidden charges later. Yafee has helped thousands of consumers avoid these pitfalls; follow these guidelines to protect yourself.
Mistake 1: failing to meet the 30-day notice deadline
Trustpilot's terms require 30 days' notice before the end of your subscription period. If you submit your cancellation request fewer than 30 days before your renewal date, Trustpilot may reject your request and charge you for another full period. Set a calendar reminder 35 days before your renewal date so you have a safety buffer.
Mistake 2: not requesting written confirmation
If you cancel verbally, via chat, or through a web form without requesting written confirmation, Trustpilot may claim they never received your cancellation. Always use email and request a confirmation email in response. Do not rely on a "cancellation button" in your account unless Trustpilot provides instant email confirmation.
Mistake 3: deleting your account instead of cancelling your subscription
Account deletion and subscription cancellation are not the same. Deleting your account may delete your review history but does not stop your billing. Cancel your subscription first, then delete your account only if you wish.
Mistake 4: ignoring your bank statement after cancellation
If Trustpilot charges you after your cancellation date, you have the right to dispute the charge with your bank. Do this within 30 days of the unauthorised charge. Do not assume the charge is correct; verify against your cancellation confirmation email.
After you cancel Trustpilot
Cancellation is complete, but your responsibilities do not end immediately. Take these steps to close out cleanly and protect your business.
Update your business records and communication
Inform your team that Trustpilot has been cancelled. If customers or staff are directing reviews to Trustpilot, notify them of your review platform changes. Update your website and email signature to remove any reference to Trustpilot if necessary. Keep your cancellation confirmation email and all billing records in a dedicated folder for your accounting team.
Export your review data if required
Before your account access expires, download any review data or reports you wish to retain. Trustpilot may limit your access to historical data once you cancel, so act promptly. Check your account settings for an export or download option.
Transition to an alternative review platform
If you are moving to Google Reviews, Yelp, or another review platform, ensure the transition is complete before your Trustpilot access ends. Yafee can advise you on the cancellation terms and data portability of alternative platforms to ensure a smooth handover.
Key checklist before you cancel
Use this checklist to ensure you have completed every step correctly and protected yourself legally.
- Billing deadline: Confirm your subscription end date and ensure your cancellation request will reach Trustpilot at least 30 days before renewal.
- Account information: Record your account ID, email address, plan type, and current billing amount.
- Email draft: Prepare your cancellation email with all required information and save a copy.
- Submission proof: Send via email with delivery confirmation and screenshot the sent message with timestamp.
- Confirmation receipt: Wait for Trustpilot's written confirmation of cancellation and save it.
- Refund eligibility: Determine whether you are entitled to a pro-rata refund or have grounds for a full refund based on breach.
- Bank monitoring: Set a reminder to check your bank statement on the date your subscription would normally renew.
- Data export: Download any review reports or data you wish to retain before access expires.
- Account status check: Log in after your cancellation date to confirm your plan has reverted to free tier or shows as cancelled.
Contact information for Trustpilot support and escalation
If Trustpilot refuses to cancel your subscription or withholds a refund you believe you are entitled to, escalate your complaint using the following channels.
Direct escalation with Trustpilot
Contact Trustpilot's customer support team via your account settings or their website. Request to speak with a billing manager or supervisor. Provide your cancellation request email, the date you sent it, and any evidence that Trustpilot has breached their contract or charged you without authorisation.
Escalation to the national consumer commission
If Trustpilot does not resolve your complaint within 10 working days, lodge a formal complaint with the National Consumer Commission (NCC). The NCC is South Africa's statutory body responsible for protecting consumer rights and enforcing the Consumer Protection Act 68 of 2008. You can file a complaint online at the NCC's website or by post. Provide copies of your cancellation emails, billing statements, Trustpilot's response (or lack thereof), and a clear description of how Trustpilot has breached the Consumer Protection Act or their contractual obligations. There is no fee to file a complaint with the NCC.
Dispute your bank charge
If Trustpilot charges your bank account or credit card after your cancellation date, contact your bank within 30 days of the unauthorised transaction and request a chargeback or reversal. Provide your cancellation confirmation email and the date the charge occurred. Your bank is required to investigate and typically resolves chargeback disputes within 30 to 60 days.
Summary and next steps
Cancelling your Trustpilot subscription in South Africa is straightforward if you follow the correct procedure. You must submit your cancellation request via email at least 30 days before your subscription end date, as required by Trustpilot's Terms of Use and Sale for Businesses. Retain all evidence of your cancellation request and monitor your billing to ensure you are not charged after your cancellation takes effect. If Trustpilot refuses to cancel or withholds a refund, escalate to the National Consumer Commission under the Consumer Protection Act.
Yafee has helped thousands of consumers cancel their subscriptions successfully across all major SaaS platforms in South Africa. Our team understands the nuances of local consumer law and ensures you receive the outcome you are entitled to. If you encounter resistance from Trustpilot or require guidance on your consumer rights, Yafee is here to advise you every step of the way. Contact us today to discuss your cancellation and explore your options for recovery if Trustpilot has failed to deliver or overcharged you.
For assistance with your Trustpilot cancellation or to escalate a billing dispute, visit Yafee at yafee.com or contact our team directly. Yafee specialises in subscription cancellation and consumer rights protection for businesses across South Africa.
Important warning
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- Yafee cannot prevent the recipient from disputing the legal scope.
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