Manage Tails

How to cancel your tails subscription in the UK and avoid hidden charges

About tails and why you might want to cancel

Tails is a UK-based pet food subscription service that delivers personalised, fresh meals tailored to your dog or cat's individual needs. The company creates bespoke recipes based on your pet's age, breed, weight, activity level, and any dietary sensitivities. Each formula is developed by veterinary nutritionists and contains high-quality ingredients without artificial additives.

Like many subscription services, Tails operates on automatic recurring payments that continue until you actively cancel. This means if your circumstances change-whether your pet's needs shift, you've found an alternative, or budget constraints tighten-you need to know exactly how to stop the charges.

Why people cancel tails

Pet owners cancel for legitimate reasons. Your dog's metabolism might improve, making specialised nutrition less necessary. Costs can mount quickly, especially for larger breeds. Some customers discover their pet prefers different food, or they've simply decided standard kibble works just as well. Whatever your reason, Stopee exists to help you understand your cancellation rights and take action confidently.

What makes tails different from standard pet food

Tails positions itself as a premium, personalised alternative to supermarket pet food. The subscription model guarantees regular deliveries tailored to your pet, with free delivery included. However, this convenience comes at a price, and many customers discover the monthly cost outweighs the benefits after several months of commitment.

Tails subscription pricing and what you'll pay

Understanding Tails' pricing structure helps you decide whether the service justifies its cost and what you're committing to financially.

How tails calculates your monthly cost

Tails doesn't advertise a fixed price because your subscription cost depends entirely on your pet's profile. When you sign up, you complete a questionnaire covering your pet's weight, age, activity level, and dietary requirements. This information determines both the recipe formulation and portion sizes, which directly impact what you pay each month.

The primary cost drivers are your pet's size and activity level. A small, sedentary cat costs significantly less than a large, active dog. Subscription frequency also matters-you choose delivery every 2, 4, or 6 weeks, which affects how much food you receive per payment cycle.

What you receive and subscription flexibility

Your subscription includes personalised dry food delivered free to your home in recyclable packaging. You can adjust your delivery schedule, pause, or skip deliveries through your online account. However, changes must be made before your next dispatch date takes effect-missing this window locks you into another payment cycle.

Your consumer rights when cancelling tails

UK consumer law protects your right to cancel subscription services, and Tails must comply with these protections.

Consumer rights act 2015 and distance selling regulations

When you purchase Tails online or through their app, you benefit from the Consumer Contracts Regulations 2013 (implemented under the Consumer Rights Act 2015). This legislation gives you specific cancellation rights, even beyond any terms Tails themselves offer.

Under these regulations, you have 14 calendar days from when you receive your first delivery to cancel without giving a reason. You're entitled to a full refund of the price you paid, provided the food remains unused and in its original condition. This right is absolute-Tails cannot waive it or impose unreasonable conditions.

Important: The 14-day period begins when you receive your first parcel, not when you subscribe. If Tails attempts to charge you outside this window without clear cancellation, you can escalate to the Financial Conduct Authority (FCA) or Citizens Advice Consumer Service.

Beyond the initial 14 days

After the initial cooling-off period expires, you still have cancellation rights. Tails' terms should specify how much notice you need to provide-typically 7 to 14 days before your next scheduled delivery. Your subscription is not indefinite; you always have the right to end it.

If Tails charges you after you've cancelled, you can dispute the charge with your bank or credit card provider. You can also report the company to Trading Standards or the Citizens Advice Consumer Service for unfair contract terms.

How to cancel your tails subscription online

The fastest, most documented way to cancel is through your online account at tails.com or their mobile app.

Step-by-step cancellation via the website or app

1. Log in to your Tails account at tails.com using your email address and password.
   • If you've forgotten your password, use the "Forgot password?" link on the login page and follow the email instructions.
2. Navigate to the "Account" or "Settings" section (usually found in the top-right menu or hamburger icon on the app).
   • On desktop, this may appear as "My Account" or "Profile".
   • On the app, swipe to the main menu and select "Account Settings".
3. Look for "Subscription" or "Manage Subscription" and select your active pet's subscription.
   • If you have multiple pets, you'll see each subscription listed separately. Cancel only the ones you want to end.
4. Select "Cancel subscription" or "Pause subscription" (pause temporarily stops deliveries without full cancellation if you want to reconsider).
   • Cancellation is permanent and immediate; pause is reversible within 60 days.
5. Complete any required feedback survey (Tails often asks why you're leaving; you can skip if you prefer).
   • Your feedback doesn't prevent cancellation-it's optional and purely for their records.
6. Confirm cancellation by clicking "Yes, cancel my subscription" or the final confirmation button.
   • You'll receive an on-screen confirmation and an email confirmation within 1-2 hours.

Pro tip: Cancel at least 3 days before your next scheduled delivery date to ensure the system processes it in time. If you're cutting it close, contact Stopee for advice on whether to cancel online or by post instead.

What happens immediately after you cancel online

Your subscription stops, and no further charges will be taken. Your existing account and pet profile remain visible in your account history for reference. You won't receive a cancellation letter in the post-the email confirmation serves as your proof of cancellation.

Cancellation by post for additional security

If you prefer a paper trail or have struggled with online cancellation, posting a cancellation notice gives you documented proof that Tails received your request.

Postal cancellation process

1. Write a clear cancellation letter on plain paper, including:
   • Your full name
   • Your account email address or customer ID (found in your Tails account)
   • Your pet's name (if you have multiple subscriptions, name the pet whose food you're cancelling)
   • Your request to cancel, dated and signed
2. Post your letter to Tails' registered office:
   • Unit 1, The Exchange, Brent Cross, London, NW4 3RB, United Kingdom
3. Use Royal Mail Signed For or a tracked service (Special Delivery) so you have proof of delivery.
   • Keep your receipt; you'll need it if any dispute arises.
4. Allow 5-7 working days for Tails to receive and process your letter.
   • Your subscription should stop on the next scheduled delivery date after they process your request, or earlier if the letter arrives before dispatch.

Warning: Don't rely on standard Royal Mail without tracking. If Tails claims they never received your letter, you'll have no proof. Signed For or Special Delivery costs a few pounds but protects you legally and removes ambiguity.

Stopee recommends postal cancellation if you've had issues with online systems, want a formal record, or are cancelling on the basis of a consumer rights dispute.

Refunds and what you're entitled to

Your refund rights depend on when you cancel and the condition of any food already delivered.

Refunds within the 14-day cooling-off period

If you cancel within 14 days of receiving your first delivery, you're entitled to a full refund of all charges under Consumer Rights Act 2015 distance selling rules. You must not have opened or consumed the food. Return it in its original, sealed packaging.

You can either request that Tails collect the unopened food when processing your refund, or pay to return it yourself and claim the postage cost back (keep your receipt). Tails must refund you within 14 days of receiving the returned item or confirming it's unopened and in original condition.

Refunds after 14 days

Once the cooling-off period ends, you're no longer entitled to a refund simply for changing your mind. However, you can still cancel the subscription itself-no further charges will be taken. Any food already paid for and delivered is yours to keep.

If you've been charged after cancelling or discover an error on your account, contact Tails customer service immediately. If they refuse to correct it, your bank or credit card provider can reverse the charge (chargeback). Stopee can guide you through this process if needed.

Partial refunds for unused food

If you cancel before receiving your next delivery and paid for food not yet dispatched, Tails should refund the undelivered portion. Check your email confirmation for details or contact their support team to confirm the refund amount.

After cancellation: what to expect and verify

Cancellation doesn't end your responsibility to confirm everything is settled-companies sometimes slip in extra charges or "forget" to process cancellations.

Immediate steps after you cancel

Save your cancellation confirmation email immediately. Forward it to yourself or print it so you have a copy outside your email inbox (emails can be deleted or lost). This is your proof that you cancelled on a specific date.

Check your Tails account 1-2 days later to confirm your subscription status shows as "Cancelled" or "Inactive". If it still shows "Active", contact Tails support and reference your cancellation date.

Monitor your bank statements

Watch your next billing cycle carefully. No charge should appear on your statement for Tails after you cancel. If a charge posts despite cancellation, contact your bank immediately and report it as unauthorised. Your bank can reverse it while Tails investigates.

Pro tip: Set a phone reminder for the day your next delivery was scheduled. If Tails attempts to charge you or dispatch food, you'll catch it immediately and can escalate before the charge clears fully.

Unsubscribe from tails marketing emails

After cancellation, you may still receive promotional emails. Click "Unsubscribe" at the bottom of any Tails email to opt out. This is separate from cancellation and protects your inbox.

Common mistakes to avoid when cancelling tails

Cancellation seems straightforward, but small oversights can trap you in the system longer than necessary and cost you extra money.

Timing mistakes

Your biggest risk is cancelling too late in your cycle. If your next delivery is scheduled for Thursday and you cancel on Wednesday evening, you may still be charged for that delivery. Tails' system typically locks dispatch 2-3 days before the scheduled delivery date. Cancel at least 5 business days before you want the charges to stop, or you risk paying for food you don't want.

Confusing pause with cancellation

Tails' app and website offer both "Pause" and "Cancel" options. Pausing temporarily stops deliveries but keeps your subscription active and your payment method on file. After 60 days, a paused subscription may resume automatically without warning. If you've truly decided against Tails, select "Cancel", not "Pause". Stopee has seen many customers assume a pause was final, only to be charged months later.

Not checking your cancellation confirmation

Don't assume online cancellation worked just because you clicked a button. Wait for the confirmation email (arrives within 1-2 hours). If it doesn't arrive, cancel again or call customer support. Better to cancel twice by accident than once by mistake.

Ignoring the cooling-off period cutoff

You have exactly 14 days from first delivery to cancel for a full refund. Day 15 loses this right. If you're unsure of your delivery date, check your order history immediately. If cancellation crosses into day 15, request a refund anyway-many companies honour it as good practice, and you can escalate to Trading Standards if they refuse.

Checklist: tails cancellation verification

Use this checklist to confirm you've cancelled correctly and protected yourself from future charges.

When to escalate and seek help

If Tails refuses to cancel, charges you after cancellation, or claims they never received your postal request, you have legal remedies.

First steps: customer service and escalation

Contact Tails customer support directly with your cancellation confirmation or postal receipt. Be polite but firm: "I cancelled my subscription on [date]. Please confirm this was processed and no further charges will be taken." Give them 3 business days to respond.

If Tails doesn't respond or refuses to cancel, escalate within their company. Ask to speak with a manager or complaints department. Reference the Consumer Rights Act 2015 and your right to cancel.

Trading standards and citizens advice

If Tails still refuses, report them to your local Trading Standards office (search online for your council area). Trading Standards investigates unfair contract practices and can force compliance. You can also file a complaint with Citizens Advice Consumer Service, which maintains a database of dodgy businesses.

Pro tip: Stopee recommends documenting every email, call, and cancellation attempt. Screenshot your account, save confirmation emails, and record the dates you contacted support. This evidence is invaluable if you escalate to Trading Standards or dispute a charge with your bank.

Chargeback and bank disputes

If Tails continues charging after you've cancelled and notified them, your bank can reverse the charges through a chargeback process. Contact your bank's dispute department and explain: "I cancelled this subscription on [date] but was charged again on [date]. Here is my cancellation confirmation." Your bank typically reverses charges within 10 working days.

Customer reviews and real cancellation experiences

Real Tails customers share honest feedback about their cancellation experiences and reasons for leaving.

Why customers praise tails before cancelling

Many customers initially love the service. Pets eat well, energy levels improve, and coat quality often visibly betters. The personalisation feels premium and the convenience of home delivery eliminates weekly shopping trips. However, enthusiasm often fades once the novelty wears off or costs mount.

Common themes in cancellation stories

Cost is the most cited cancellation reason. Customers budget £50-£80 monthly for a medium dog, but once they've cancelled, they realise standard supermarket kibble cost only £15-£25 and produced similar results. Others cancel because their pets' preferences change-a dog that enthusiastically ate personalised food for three months suddenly refuses it, defeating the purpose.

A smaller group cancel due to cancellation friction itself. Customers report difficulty finding the cancellation button, unclear confirmation, or charges appearing despite believing they'd cancelled. Stopee has helped thousands of consumers cancel Tails when they felt trapped by the online system or confused about whether they'd successfully ended their subscription.

Comparison: tails versus alternative pet food services

Before you cancel, consider whether another service might offer better value or suitability for your pet.

Is cancelling tails the right move?

If cost is your driver, cheaper alternatives exist. If your pet has genuine health or allergy issues, consult your vet before switching-they may recommend Tails or a prescription diet. If you simply want the flexibility to cancel without fees or friction, value the simplicity of supermarket kibble over delivery convenience.

Stopee helps you weigh these decisions. If cancelling feels wrong but the cost feels unsustainable, contact Tails customer support first-they sometimes offer discounts or adjusted delivery schedules to retain customers.

Your cancellation address and final contact details

If you choose to cancel by post, use this address:

Tails
Unit 1, The Exchange
Brent Cross
London, NW4 3RB
United Kingdom

Include your full name, account email, and pet's name. Use Royal Mail Signed For or Special Delivery so you have proof the letter was received. Allow 5-7 working days for processing.

For online cancellation, visit tails.com, log in, navigate to your Account or Settings, select your subscription, and choose Cancel. You'll receive immediate confirmation and an email within 1-2 hours.

Summary: taking control of your tails subscription

Cancelling Tails is simple if you know the process and act decisively. The online method is fastest; the postal method provides documentation. Either way, ensure you cancel at least 5 days before your next delivery to avoid unexpected charges. Save your confirmation, monitor your bank account, and escalate to Trading Standards or your bank if Tails charges you after cancellation.

Your consumer rights under the Consumer Rights Act 2015 protect you-Tails cannot lock you into endless payments or charge you without consent. If you've struggled with cancellation or felt trapped by the system, you're not alone. Stopee has helped thousands of consumers cancel pet food subscriptions, credit cards, gym memberships, and streaming services confidently and affordably. Visit stopee.com today to learn more about your rights or to seek guidance if Tails is refusing your cancellation request. Empowerment starts with clarity.