Manage Trustpilot

How to cancel your trustpilot subscription in australia and protect your refund

What trustpilot is and why you might need to cancel

Trustpilot is a global review platform that lets businesses collect customer feedback, manage their online reputation and display ratings across their websites. You can use Trustpilot for free to post reviews, but if you're a business owner, you've likely signed up for a paid plan to access features like automated review invitations, detailed analytics and custom review widgets.

The platform offers tiered subscriptions ranging from Plus through to Enterprise, with pricing starting from around A$209 per month for basic features and climbing to A$899 per month or more for advanced plans. Most Trustpilot business plans operate under a 12-month commitment, which means you're locked into a contract term and auto-renewal is the default unless you actively cancel. If you've decided Trustpilot isn't delivering the value you expected, or if you've found a better alternative, cancelling promptly protects you from unwanted charges and gives you clarity on your refund eligibility.

The difference between trial, monthly and annual contracts

Your Trustpilot cancellation rights depend heavily on which plan you signed. Some plans include a 14-day trial that converts automatically to paid billing once the trial ends. Monthly plans renew every month unless you cancel, while 12-month contracts lock you into a longer commitment. Understanding your specific contract type is the first step to cancelling without surprises. Stopee recommends checking your Trustpilot invoice or account settings immediately to confirm which plan type you're on.

Why cancellation timing matters

Trustpilot requires you to give at least 30 days' written notice before your subscription renews to prevent automatic charges. If you miss this deadline, you'll be charged for another term and will face a more difficult refund process. This is why acting quickly and documenting everything is essential to your cancellation success.

Your consumer rights under australian consumer law

Australian Consumer Law (ACL) protects you when you cancel a subscription, regardless of whether Trustpilot's terms say otherwise.

Unfair contract terms and automatic renewals

Under the ACL, subscription services must not use unfair contract terms, and automatic renewal terms must be transparent and fair. The ACCC has specifically targeted "subscription traps" where cancellation is deliberately difficult or where renewal notices are vague. If Trustpilot's cancellation process is unreasonably hard to find, or if you were not given clear information about the renewal date and the cancellation method before you signed up, you may have grounds to challenge the charge.

Refunds and cooling-off periods

While the ACL does not automatically grant a cooling-off period for online purchases (unlike some other countries), it does protect you if the service was not provided as described, or if the service is substantially unfit for purpose. If Trustpilot failed to deliver the analytics features you paid for, or if the review invitation system malfunctioned, you can dispute the charge. Stopee recommends documenting any service failures in writing before you request a refund.

When to escalate to the ACCC or your state regulator

If Trustpilot refuses your cancellation request or delays your refund beyond 30 days, you can lodge a complaint with the Australian Competition and Consumer Commission (ACCC) or your state's fair trading office. These bodies have enforcement powers and can pressure the company to honour consumer protections. Keep all email correspondence as evidence.

How to cancel your trustpilot subscription

Cancellation at Trustpilot is straightforward if you purchased directly from the platform, but requires different action if you bought through a partner or reseller.

Cancelling a direct trustpilot subscription

If you signed up directly on Trustpilot's website or via their sales team, follow these steps to cancel:

1. Log in to your Trustpilot business account using your email and password.
2. Navigate to your account settings or billing section (usually found in the top-right menu under your profile name).
3. Locate your current subscription plan and billing details.
   • Note the exact renewal date shown on your invoice or billing page.
   • Screenshot or save a copy of this information for your records.
4. Send a formal cancellation email to cancellation@trustpilot.com.
   • Include your full name, business name and the email address registered on your Trustpilot account.
   • State clearly: "I request cancellation of my Trustpilot subscription effective [date at least 30 days before renewal]."
   • Attach a copy of your most recent invoice showing the renewal date.
   • Send the email at least 30 days before your renewal date to avoid being charged for another term.
5. Wait for a confirmation email from Trustpilot's cancellation team within 5-7 business days.
   • Warning: Do not assume your cancellation is complete until you receive written confirmation. Trustpilot's processes can be slow; follow up with a second email if you don't hear back within a week.
6. Verify that your account access is set to end on the date you requested, and that no renewal charge appears on your next billing statement.

Cancelling a subscription purchased through a trustpilot partner

If you bought your Trustpilot plan through a reseller, agency or bundled service package, you must contact that partner directly to cancel. Trustpilot's cancellation email address will not process these cancellations.

1. Locate your original invoice or confirmation email from the partner or reseller you purchased from.
2. Find the partner's cancellation contact details or support email in that document.
3. Send a cancellation request to the partner using the same format described above: your details, account email, and the requested end date (at least 30 days before renewal).
4. Request written confirmation from the partner that they have processed your cancellation with Trustpilot.
5. Follow up directly with Trustpilot's cancellation team if the partner does not respond within 10 days, and provide Trustpilot with proof that you asked the partner to cancel.

What to do if you cannot find your renewal date

If you no longer have access to your Trustpilot account or cannot locate your invoice, email support@trustpilot.com (not the cancellation address) and request a copy of your current contract terms and renewal date. Provide your business name and registered email address. Once you have this information, proceed with the cancellation email as outlined above.

Timeline and what to expect after you cancel

Cancelling Trustpilot is not instantaneous, and understanding the timeline protects you from being blindsided by unexpected charges.

The 30-day notice requirement

Trustpilot requires a minimum of 30 days' notice before your renewal date. If your renewal is on 15 March, you must send your cancellation email by 13 February to avoid being charged for another term. If you cancel after the 30-day window has closed, you will be charged automatically and will need to dispute the charge or request a refund separately.

What happens to your account after cancellation

Once Trustpilot confirms your cancellation, your account will remain active until the end of your current billing period. You retain full access to all features (Plus, Premium, Advanced, or Enterprise) until your subscription officially ends. On the final day of your billing period, your access is removed and your reviews and analytics will transfer to read-only status unless you downgrade to a free Trustpilot account.

Monitoring your bank statements

After you receive cancellation confirmation, monitor your credit card or bank account for the next two billing cycles to ensure no renewal charge appears. Pro tip: Set a phone reminder for three days before your old renewal date so you can check your statement immediately and dispute any unauthorised charge if one occurs. Stopee recommends keeping all cancellation emails and confirmation messages in a separate folder for at least 12 months in case you need to prove cancellation later.

Refund eligibility and how to claim your money back

Refunds are the most contentious part of cancelling Trustpilot, and your eligibility depends on timing, plan type and how much of the term you've used.

When you're entitled to a refund

You are entitled to a refund if:

• You cancel within 14 days of signing up (trial or introductory offer period).
• You cancel during a trial and have not been charged yet.
• Trustpilot failed to deliver the promised features or service was substantially unfit for purpose.
• You were charged without consent or after the agreed cancellation date.
• The cancellation email address did not respond to your request within 30 days of your final billing date.

When refunds are not automatically issued

Trustpilot typically does not refund prepaid annual fees once the contract has commenced and you have used the service. If you paid A$2,508 for a 12-month plan in January and cancel in March, Trustpilot will allow you to stop using the service but will not refund the unused portion unless you invoke consumer protection law or dispute the charge with your bank.

How to request a refund if you're eligible

1. Send a follow-up email to cancellation@trustpilot.com with the subject line: "Refund request for account [your email]".
2. Include:
   • The date you signed up and the date you sent your original cancellation request.
   • A clear explanation of why you believe you're entitled to a refund (e.g., within 14-day trial, service failure, or ACL grounds).
   • Copies of all invoices, confirmation emails and correspondence with Trustpilot.
3. Request a response within 14 days.
4. If Trustpilot refuses or does not respond, escalate to your bank or credit card provider and initiate a chargeback dispute. Warning: Chargebacks take 60-90 days but often succeed if you can prove you cancelled in writing and Trustpilot cannot demonstrate you agreed to the charge.

Disputing via your bank or credit card provider

If Trustpilot ignores your refund request, contact your bank's disputes team and ask to lodge a chargeback or dispute claim. Provide your bank with:

• Your cancellation email and Trustpilot's confirmation (if issued).
• Copies of all invoices and billing statements.
• A statement explaining that you formally cancelled the subscription.

Your bank will investigate and typically requires Trustpilot to prove the charge was authorised. Many chargeback disputes succeed because Trustpilot fails to respond to the bank's enquiry. Stopee has seen customers recover refunds through this route even when Trustpilot's direct support was unhelpful.

Trustpilot pricing and what you pay

Understanding what you've been paying helps you assess whether cancellation saves money and whether a refund is justified.

Pro tip: If you signed up for an annual plan, your total annual cost may be 8-12% lower than the monthly equivalent. This means cancelling early may cost you more because you paid a discounted rate for the full year. Request a pro-rata refund calculation (refund for unused months only) when you dispute the charge.

Common mistakes to avoid when cancelling trustpilot

Cancelling a subscription should be simple, but missteps can cost you money and add weeks of frustration. Here are the traps Stopee sees customers fall into repeatedly.

Mistake 1: cancelling only through the account dashboard

Trustpilot does not have a one-click "Cancel" button in your account settings. If you simply stop logging in or delete the app, your subscription will renew automatically and you'll be charged. You must send a formal email to cancellation@trustpilot.com at least 30 days before your renewal date. Nothing else counts as official cancellation.

Mistake 2: missing the 30-day notice window

This is the single most expensive error. If your renewal date is 1 April and you cancel on 5 April, you've missed the window and will be billed for another full year (or month if on a monthly plan). Set a calendar reminder for 45 days before your renewal date so you have a two-week buffer to submit your cancellation email.

Mistake 3: not confirming your cancellation in writing

A phone call to Trustpilot's support team does not constitute official cancellation. You must have written proof (an email) that you asked to cancel and (ideally) that Trustpilot acknowledged your request. Without this, you have no evidence if the company "loses" your cancellation and charges you again.

Mistake 4: assuming a refund is automatic

Trustpilot does not automatically refund unused months unless you're within the trial period or can invoke consumer law. If you paid for a year upfront and cancel after two months, you'll need to dispute the charge with your bank or prove service failure. Do not assume your money is coming back.

Mistake 5: ignoring partner reseller agreements

If you signed up through an agency, bundle or reseller, contacting Trustpilot directly will not cancel your subscription. You must go through the partner first. If the partner refuses or delays, then escalate to Trustpilot with proof that you asked the partner to cancel. Stopee recommends always keeping copies of your original purchase receipt to confirm whether you bought directly or through a third party.

After you cancel: what happens next

Cancellation is stressful and it's natural to feel uncertain about whether you did it right. Here's exactly what to expect in the weeks after you hit send on that cancellation email.

Your access and data after cancellation

You keep full access to your Trustpilot account until your billing period ends. Your reviews, ratings and customer feedback remain on the public Trustpilot website permanently (you cannot delete them through cancellation). If you want to remove negative reviews or close your business page entirely, you'll need to make those requests separately through Trustpilot's support team.

Exporting your data before the final day

Before your access ends, export any analytics reports, review lists or customer data you want to keep. Log in to your Trustpilot account, navigate to your reports section and download your data in CSV or PDF format. Trustpilot may not allow you to access this data once your subscription ends, so act during your final billing month.

Moving to a free trustpilot account

You can downgrade from a paid plan to a free Trustpilot account at any time. This means your business page remains visible and customers can still leave reviews, but you lose access to advanced analytics, automated invites and custom widgets. If you want to stay on Trustpilot but reduce costs, email cancellation@trustpilot.com and ask about downgrading instead of cancelling entirely.

Checklist: cancelling trustpilot safely

Use this step-by-step checklist to ensure you cancel correctly and protect your refund rights.

1. Log in to your Trustpilot account and take screenshots of your current plan type and renewal date.
2. Calculate the cancellation deadline: 30 days before your renewal date. Write this date in your calendar and set a phone reminder for three days before.
3. Check whether you purchased directly from Trustpilot or through a partner or reseller. If you're unsure, find your original invoice or confirmation email.
4. Draft your cancellation email:
   • Subject: "Trustpilot subscription cancellation request"
   • Include your full name, business name, registered email and account renewal date.
   • State: "I formally request cancellation of my Trustpilot [plan name] subscription, effective [date at least 30 days before renewal]."
   • Attach a screenshot of your most recent invoice.
5. Send the email to cancellation@trustpilot.com (or to your partner's cancellation contact if you purchased through a reseller).
6. Save a copy of your sent email and the timestamp in a folder titled "Trustpilot cancellation".
7. Wait for a confirmation reply within 5-7 business days. If you don't receive one, send a follow-up email asking for confirmation.
8. Check your bank statement two weeks after your old renewal date to confirm no charge appeared.
9. If you're entitled to a refund, send a follow-up email with your evidence and ACL grounds within 30 days of the renewal date.
10. If Trustpilot refuses or delays beyond 30 days, lodge a chargeback dispute with your bank and file a complaint with the ACCC if the dispute is unsuccessful.

Key takeaways and how stopee can help you

Cancelling Trustpilot requires 30 days' notice sent by email to a specific address, clear documentation and persistence if a refund is disputed. You have rights under Australian Consumer Law to challenge unfair contract terms and automatic renewals, and your bank and the ACCC can enforce those rights if Trustpilot ignores you.

The most important steps are: confirm your renewal date immediately, send a formal cancellation email at least 30 days early, keep all correspondence, and monitor your bank statement for unwanted charges. If Trustpilot refuses a refund you're entitled to, escalate to your bank's disputes team and lodge a formal complaint with the ACCC.

Stopee is here to walk you through cancellation step-by-step and help you recover refunds if the company stalls. Our team knows the common traps, the legal levers available to you, and how to persist when companies try to avoid honouring their commitments. Stopee has helped thousands of consumers cancel unwanted subscriptions and recover money. If you're unsure whether you've done cancellation correctly, or if Trustpilot is refusing to process your request, visit stopee.com and let us guide you through the next steps. Your subscription doesn't have to control you-take action today and reclaim your peace of mind.