Manage Preply

How to cancel your preply account and recover unused lesson credits

Why you might want to cancel preply

Deciding to cancel your Preply subscription is a personal choice, and you have the right to make it without pressure or penalty. Whether your circumstances have changed, you've found a tutor who isn't the right fit, or your budget no longer stretches to language lessons, Stopee is here to walk you through the process clearly and confidently.

You may decide to leave Preply for several legitimate reasons. Perhaps you've achieved your learning goals, your work schedule has become too unpredictable to commit to regular sessions, or you've discovered that the tutor's teaching style doesn't match your learning preferences. Some students cancel because they've found a more affordable alternative, whilst others step back temporarily due to financial constraints. Whatever your reason, you deserve a straightforward cancellation process and transparent information about your refunds.

Common reasons for cancellation

Understanding your motivation helps you determine the best cancellation approach. If you're dissatisfied with your current tutor, Preply allows you to switch to another tutor without cancelling your entire account. If your trial lesson didn't meet expectations, UK consumer law protects your right to request a refund within 14 days of purchase. If your lesson package is unused and you know you won't return, a full cancellation makes financial sense. Stopee advises taking a moment to clarify which scenario applies to you before proceeding.

What happens to your unused credits

When you cancel your Preply account, your primary concern is likely the fate of any unused lesson credits or pre-paid funds. Preply's terms specify that lesson credits are tied to your active account. Once you cancel, you lose access to schedule future lessons, which means those credits become inaccessible unless you formally request a refund. This is where UK consumer protection law becomes your ally, and why understanding your rights is essential before you initiate cancellation.

Your consumer rights and preply cancellation law

As a UK consumer purchasing online tutoring services from Preply, you are protected by robust legislation that shields you from unfair terms and gives you cancellation rights.

Consumer rights act 2015 and your protection

The Consumer Rights Act 2015 is your legal foundation when dealing with Preply. This law requires that services provided by Preply must be performed with reasonable skill and care, and that any information given to you about those services must be accurate and not misleading. If a tutor's profile misrepresents their qualifications or experience, or if Preply's service falls below a reasonable standard, you have grounds to request a refund or cancellation without penalty.

Critically, the Act also covers your cancellation rights if you haven't yet started lessons or if you're within a defined cancellation window. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 extend these protections by giving you a 14-day cooling-off period from the date you purchased your lesson package. This means you can cancel without reason and receive a refund within that timeframe, provided you haven't started lessons with that tutor.

Cooling-off period: your 14-day window

The 14-day cooling-off period is one of your most powerful consumer protections. It begins on the day you complete your purchase (not the day of your first lesson), and it runs for exactly 14 calendar days. During this period, you can cancel your lesson package and request a full refund without providing justification. You must act in writing, either through the Preply platform's cancellation tool or by submitting a formal written cancellation notice.

Important: If you have already had a lesson with the tutor during this 14-day window, your cooling-off protection may be compromised. Preply's terms state that once lessons commence, your right to cancel under the cooling-off period is limited. Stopee recommends cancelling before your first lesson if you're uncertain about proceeding.

After the 14-day window: your ongoing rights

Once the 14-day cooling-off period expires, your cancellation rights shift. You are no longer entitled to a refund simply for changing your mind. However, you retain the right to cancel if Preply has breached its contract with you or failed to provide services to a reasonable standard. If your tutor consistently misses lessons, provides tuition below the advertised skill level, or if Preply's platform experiences persistent technical faults that prevent you from accessing lessons, you have grounds for cancellation and refund under breach of contract provisions.

How to cancel your preply account: step-by-step

Cancelling your Preply account involves a clear process, though the exact method depends on your circumstances and whether you're within the cooling-off period.

Cancellation through the preply platform

The fastest and most direct way to cancel your account is through Preply's online platform or mobile app. This method creates a digital record of your cancellation request, which is important for protecting your rights.

1. Log into your Preply account using your email address and password.
   • If you've forgotten your password, click "Forgot password" on the login screen and follow the email reset instructions.
2. Navigate to your account settings, typically found in the top-right corner under your profile icon or username.
   • Look for a menu option labelled "Settings", "Account", or a gear icon.
3. Locate the "Billing" or "Payment" section within account settings.
   • This section displays your active lesson packages, purchase history, and payment methods.
4. Find the option to "Cancel subscription" or "Cancel account".
   • Preply typically offers this in a dedicated section labelled "Subscriptions and lessons" or "Lesson packages".
   • Click the cancellation button next to any active lesson package you wish to cancel.
5. Select your cancellation reason from the dropdown menu.
   • Preply asks you to choose from options such as "No longer need lessons", "Too expensive", "Found another tutor", or "Other reasons".
   • Your reason doesn't affect your eligibility for a refund if you're within the 14-day window, but it helps Preply improve their service.
6. Review the cancellation terms and confirm your request.
   • Preply will display the final balance of any unused credits and clarify your refund eligibility based on the cooling-off period.
   • Click "Confirm cancellation" to complete the process.
7. Save or screenshot the confirmation page that appears.
   • This confirmation serves as proof of your cancellation request and is essential if you need to escalate a refund dispute later.

Pro tip: Perform these steps on a desktop browser rather than the mobile app if possible. Desktop versions of Preply's account settings often display cancellation options more clearly, and you'll have an easier time capturing a full-page screenshot for your records.

Written cancellation by post

If you prefer a formal, documented approach or if the online cancellation option doesn't appear in your account, you can submit a written cancellation request by post to Preply's registered UK office.

1. Prepare a formal letter or email that clearly states your intent to cancel.
   • Include your full name, email address associated with your Preply account, and your account ID (found in your profile settings).
   • Write a simple statement: "I am writing to formally cancel my Preply account and request a refund of all unused lesson credits."
   • If you're within the 14-day cooling-off period, reference the Consumer Contracts Regulations 2013 to strengthen your position.
   • Date the letter and keep a copy for your records.
2. Send the letter to Preply's registered office address.
   • Address your letter to: Preply, Kemp House, 160 City Road, London, EC1V 2NX, United Kingdom.
   • Send via Royal Mail Special Delivery (Guaranteed by 9am next working day) so you receive a signature confirmation and tracking number.
   • This proof of delivery is invaluable if you later need to demonstrate that Preply received your cancellation request.
3. Allow 5 to 10 working days for Preply to process your written cancellation.
   • Preply should acknowledge receipt of your letter and confirm the cancellation within this timeframe.
   • If you don't hear back within 10 days, follow up with an email to their customer support address.
4. Expect a refund notification once your cancellation is processed.
   • If you qualify for a refund under the cooling-off period, Preply will credit your original payment method within 14 days of confirming your cancellation.

Warning: Posting a cancellation letter takes time, and this method is slower than online cancellation. Stopee recommends using the online platform first, then escalating to a postal cancellation only if your online request isn't processed within 7 days.

Email cancellation to customer support

If the online cancellation option is unavailable or you encounter technical issues, contacting Preply's customer support via email provides a middle ground between online and postal cancellation.

1. Locate Preply's customer support email address from their "Contact Us" page on the main website.
   • This is typically listed as support@preply.com or help@preply.com.
2. Write a clear, professional email requesting account cancellation.
   • Include your full name, email address linked to your account, and account ID.
   • State: "I am requesting the cancellation of my Preply account effective immediately and wish to pursue a refund of all unused lesson credits."
   • If within the 14-day cooling-off period, mention this in your email to signal your legal entitlement to a refund.
3. Send the email and wait for a response within 24 to 48 hours.
   • Preply's support team should acknowledge your request and provide a confirmation of cancellation via email.
   • If you don't receive a response within 48 hours, resend your email and mark it as urgent.
4. Once support confirms your cancellation, ask them to provide a refund timeline in writing.
   • Request that they specify the refund amount, the date it will be processed, and the account it will be credited to.

Understanding your refund entitlements

Your refund depends on timing, the number of lessons completed, and your specific circumstances under UK consumer law.

Refunds within the 14-day cooling-off period

If you cancel your Preply lesson package within 14 days of purchase and haven't yet completed any lessons, you're entitled to a full refund under UK consumer protection regulations. Preply must return all funds to your original payment method within 14 days of your cancellation request being received and confirmed.

This full refund applies regardless of whether you've watched tutor profiles, booked a trial session, or communicated with a tutor. The key factor is that lessons haven't commenced. Stopee emphasises that this 14-day window is absolute and non-negotiable under law, so use this time wisely if you're uncertain about your purchase.

Partial refunds after 14 days

Once the 14-day cooling-off period expires, your entitlement to a refund for unused lessons becomes more complex. Preply's standard terms state that lesson credits are non-refundable after this period. However, this term may be unfair if it's applied rigidly without considering your circumstances.

If you've only completed one or two lessons from a large package and can demonstrate that you've had limited opportunity to use your credits, you may have grounds for a partial refund under unfair contract terms provisions. The key is arguing that Preply has kept a disproportionate amount for services not yet rendered.

Refunds for service failure or breach

If you're cancelling because your tutor was unreliable, lessons were poor quality, or Preply's platform experienced persistent faults, you have the right to a refund even after the 14-day period. Under the Consumer Rights Act, services must be provided with reasonable skill and care. If Preply has breached this obligation, you can demand a refund for lessons affected by the poor service.

Document every instance of service failure: missed sessions, cancelled lessons, technical problems, or tutor behaviour that fell short of the promised standard. Screenshot these incidents and compile them into an email to Preply's support team, requesting a refund or credit corresponding to the proportion of service that failed.

Refund processing timeline

Once Preply approves your refund, they will credit your original payment method. For most payment cards, this takes 3 to 5 working days. If you paid by bank transfer or PayPal, the timeline may extend to 5 to 10 working days. Stopee recommends checking your bank account 10 days after your cancellation confirmation. If the refund hasn't appeared, contact your bank first to confirm it hasn't been delayed on their end, then escalate to Preply if necessary.

Preply pricing and lesson packages at a glance

Understanding Preply's pricing structure helps you calculate your refund entitlements and decide whether cancellation is financially advantageous.

The table above shows that your refund eligibility is strongest immediately after purchase. A 20-lesson package at £500 is significant money, and cancelling within the first two weeks protects your entire investment.

What happens after you cancel your account

Cancellation is the beginning of your exit process, not the end. Several practical steps follow to ensure your refund is processed and your account is fully closed.

Account access after cancellation

Once you confirm your cancellation through Preply's platform or in writing, your account remains visible to you for a limited time. You retain the ability to view your cancellation confirmation, historical lesson records, and any communication with tutors. However, you lose the ability to book new lessons, access lesson credits, or communicate with tutors going forward.

Stopee recommends taking screenshots of your lesson history and any feedback from tutors before your account is fully closed. If you need evidence of tuition received (for example, for tax or visa purposes), download this information from your account before the cancellation is finalised.

Refund status tracking

After confirming cancellation, log back into your account and check your billing or payment section for a refund status indicator. Preply should display the refund amount, the reason it's being issued, and the expected date it will appear in your bank account. If this information isn't shown, email support and ask them to provide a detailed refund receipt.

Set a reminder for 10 working days after cancellation to check whether the refund has appeared. If it hasn't, contact your bank first to rule out delays on their end, then follow up with Preply if necessary.

Communication from preply after cancellation

Preply may send follow-up emails offering you incentives to reactivate your account, such as discounted lessons or tutor credits. You don't need to respond to these. They're standard marketing attempts and don't affect your cancellation or refund status. If you'd like to stop receiving these emails, click "Unsubscribe" at the bottom of any message.

Common mistakes to avoid when cancelling

Cancellation sounds simple but it's easy to make errors that delay your refund or leave you without proof of your request.

Delaying past the 14-day window without realising

Many consumers underestimate how quickly the 14-day cooling-off period passes. If you purchase lessons on a Monday and wait until the following Sunday thinking you have "two weeks", you may discover that your cooling-off period has already expired. The 14 days are calendar days, not business days, and they count from the moment your purchase is confirmed, not from the date you scheduled your first lesson.

If you're at all uncertain about your purchase, cancel within the first 3 or 4 days of purchase to avoid any risk of running out of time. Stopee advises that it's far easier to reactivate an account and repurchase lessons than to fight for a refund after the period has expired.

Completing lessons before confirming cancellation

Your right to a full refund under the cooling-off period ends the moment your first lesson begins. If you complete even a 30-minute trial session, you've acknowledged the service has commenced and your cooling-off protection weakens. Some students mistakenly book and attend their first lesson thinking they can cancel afterwards risk-free. This isn't the case.

If you're unsure about a tutor, cancel your lesson package before the first session, not after. Once the lesson is complete, Preply will argue that you've consumed part of the service and a full refund is no longer justified.

Cancelling through the wrong channel

Posting a cancellation letter to Preply's registered office is valid but slow and creates a communication gap. Relying solely on a verbal cancellation mentioned to a tutor via message is not enough. Cancellations must be submitted through official channels: the online platform, customer support email, or a formal letter with recorded delivery.

If you message your tutor saying "I want to cancel", that message doesn't count as a formal cancellation. Tutors cannot process cancellations; only Preply's support team can. Always use an official channel and keep proof of your request.

Not requesting a refund explicitly

Some users cancel their account but don't explicitly ask for a refund of their unused credits. Cancellation and refund are separate processes. You can cancel your account and still request a refund for credits you haven't used, but you must ask for it in writing. Don't assume Preply will automatically return your money simply because you've cancelled.

When you cancel, use language such as "I wish to cancel my account and request a full refund of my unused lesson credits" to make your intent crystal clear.

Cancellation checklist: ensure you've covered everything

Use this checklist to ensure your cancellation is complete and your refund is on track.

• Calculated your cancellation date: Do I have more than 5 days remaining in the 14-day cooling-off period? If not, decide whether to cancel immediately or accept a partial refund after 14 days.
• Reviewed your lesson history: How many lessons have I completed? If fewer than two, my case for a full refund is stronger even after the 14-day window.
• Downloaded account records: Have I screenshotted or saved my lesson history, tutor feedback, and payment records for my records?
• Submitted cancellation officially: Have I cancelled through the Preply platform, sent a formal email, or posted a letter with recorded delivery? Do I have proof of submission?
• Explicitly requested a refund: Did my cancellation message clearly state "I request a refund of unused credits"?
• Noted the refund amount: Does Preply's confirmation specify the exact amount being refunded and the expected timeline?
• Confirmed the processing date: Have I set a reminder to check my bank account 10 working days after my cancellation was confirmed?
• Checked my bank account: Has the refund appeared? If not, have I contacted my bank and then Preply?

When to escalate your cancellation to consumer authorities

If Preply refuses your refund request or fails to respond within 14 days, you have escalation options backed by UK law.

Direct escalation with preply

Before involving external authorities, try escalating within Preply itself. If your email to support@preply.com goes unanswered for 5 days, resend your cancellation and refund request marked as urgent. Include a simple statement: "This is my second request for cancellation and refund. Please respond within 48 hours or I will escalate this matter to the relevant consumer authority."

This approach often prompts a faster response because Preply recognises you're serious and aware of your rights.

Complaints to the financial conduct authority and ombudsman

If Preply continues to ignore your refund request after 14 days from cancellation confirmation, you can lodge a formal complaint with the Financial Ombudsman Service (FOS). The FOS investigates disputes between consumers and financial service providers, and whilst Preply isn't a bank, the FOS may accept jurisdiction if Preply is handling customer payments through a regulated payment processor.

Alternatively, contact Ofcom or your local Trading Standards office if the dispute involves a breach of consumer rights. Stopee advises documenting every interaction: emails sent, dates, times, and responses received. This evidence forms your complaint file.

Small claims court as a last resort

If your refund amount is under £10,000 and Preply refuses to cooperate, you can pursue a small claims court action in your local county court. The process is simpler than a standard civil case and doesn't require a lawyer. You'll need to demonstrate that Preply breached its contract by refusing your refund within the cooling-off period or by providing a service below a reasonable standard.

Stopee notes that reaching this stage is rare. The threat of legal action usually motivates companies to settle disputes before court involvement becomes necessary.

Should you cancel, pause, or switch tutors instead

Cancellation is sometimes the right choice, but it's not always your only option or your best one. Consider these alternatives.

Switching tutors without cancelling

If your issue is with a specific tutor rather than Preply itself, you don't need to cancel your account. You can simply stop booking with that tutor and switch to another. Your existing lesson credits remain valid and transfer to a new tutor. This preserves your investment whilst allowing you to find a better learning fit.

Pausing your account temporarily

Some students cancel because their current circumstances don't permit regular lessons, but they anticipate returning to learning in the future. If this applies to you, contact Preply support and ask whether they offer an account pause or hibernation option. This allows you to retain your credits and account without the pressure of active lessons. When your situation stabilises, you can reactivate your account and resume learning without having to repurchase everything.

Negotiating a partial refund

If you're beyond the 14-day window but have only completed one or two lessons from a large package, you may be able to negotiate a partial refund directly with Preply. Send a polite email to support explaining your circumstances and the proportion of unused lessons. Many companies will offer a compromise refund rather than lose a customer entirely.

Frequently cancelled moments: recognise when it's time to go

Some warning signs indicate that cancellation might be your best path forward.

Key consumer rights summary and your final checklist

As a UK consumer, your rights when cancelling Preply are protected by several layers of law designed to ensure fairness.

• You have a 14-day cooling-off period from purchase date (not lesson date) to cancel and receive a full refund, provided you haven't started lessons.
• The Consumer Rights Act 2015 requires that Preply deliver services with reasonable skill and care; if they breach this, you can demand a refund even after 14 days.
• Unfair contract terms that prevent refunds for services genuinely not rendered may be challengeable in court or through the Ombudsman.
• You must submit cancellation requests through official channels (online platform, email, or recorded post) and keep proof of your submission.
• If Preply fails to refund you within 14 days of confirming cancellation, you can escalate to the Financial Ombudsman Service or Trading Standards.

Getting help with your cancellation

If you're uncertain about any step in the cancellation process or if Preply has refused your refund request, Stopee is here to guide you. Our team at Stopee has helped thousands of consumers cancel unfairly binding subscriptions and recover money they thought was lost. We understand the frustration of paying for services you no longer need, and we're committed to ensuring you know your rights and how to exercise them.

Visit Stopee.com today to explore resources specific to your situation, connect with consumer advocates, or access templates for formal cancellation and refund requests. Whether you're within the cooling-off window or fighting for a refund months later, Stopee empowers you with the knowledge and support to succeed. Your money, your rights, and your peace of mind matter.

Preply's registered office address for formal cancellation

If you choose to submit a formal written cancellation by post, address your letter to:

Preply Limited
Kemp House
160 City Road
London
EC1V 2NX
United Kingdom

Send your letter via Royal Mail Special Delivery (Guaranteed by 9am) so you receive a signature confirmation and tracking number. Keep your proof of posting and allow 5 to 10 working days for Preply to process your request and send a refund confirmation.