Manage Trustpilot

How to cancel Trustpilot and stop recurring charges in malaysia

What Trustpilot is and why malaysian businesses sign up

Trustpilot is a Copenhagen-based review platform where customers leave feedback about your business, and you pay for tools to collect, manage, and display those reviews across your website and search results. Since 2007, it has become a standard reputation tool for thousands of Malaysian SMEs who want verified customer feedback visible to potential buyers.

The confusion starts here: Trustpilot runs a freemium model. You can create a free business profile and collect reviews without paying a ringgit. But if you upgrade to a paid plan, the subscription renews automatically every month or year unless you cancel before the renewal date. Many Malaysian business owners sign up thinking they are getting a free widget, then discover a monthly charge they do not remember authorising.

At Stopee, we have seen this pattern repeat across dozens of subscription services, and it always ends the same way: the business owner finds an unexpected charge, then struggles to find the cancellation button. This guide cuts through that frustration and shows you exactly how to cancel Trustpilot on your own terms, protect your wallet, and know your rights under Malaysian consumer law.

The Trustpilot freemium trap

Trustpilot clearly separates free and paid tiers, but the transition between them is where things get blurry. A free business profile gives you a public review page and basic widgets. A paid subscription adds review invitation quotas, advanced display tools, multiple user accounts, domain support, and integrations. The pricing is published in USD, which can disguise how much you are actually paying in ringgit.

If you signed up during a free trial or clicked "upgrade" without reading the full terms, you may now be locked into automatic renewal. Trustpilot's standard terms state that all subscriptions renew automatically at the end of each billing cycle unless you or Trustpilot terminate the subscription. That means if you do not cancel before your renewal date, your payment method will be charged again.

Trustpilot pricing in malaysia

Trustpilot does not publish local MYR pricing on their public pages. Instead, they quote USD rates and let your payment provider handle the currency conversion. Here is what you are likely paying if you have an active plan:

All paid plans come with a 12-month commitment, which means if you cancel before your commitment period expires, Trustpilot may apply an early termination penalty. Check your original purchase confirmation and invoice to confirm which plan you are on and when your renewal date falls due.

Your consumer rights under malaysian law

The consumer protection act 1999 and your cancellation rights

Malaysia's Consumer Protection Act 1999 gives you clear rights when you buy a service, including digital subscriptions. If Trustpilot misled you about pricing, auto-renewal terms, or cancellation procedures, you have grounds to request a refund or pursue compensation. The law requires businesses to disclose material facts before you agree to a contract, and hidden or unclear auto-renewal clauses are a common violation.

If Trustpilot charged you without your informed consent, or if you cancelled but were still charged after your cancellation date, contact the Federation of Malaysian Consumers Associations (FMCA) or file a complaint with the Domestic Trade and Consumer Affairs Ministry (KPDNHEP). These bodies can investigate and pressure Trustpilot to refund you, even if their own cancellation process is slow.

At Stopee, we advise you to keep all proof of your cancellation attempt: screenshots of your account, cancellation confirmation emails, and your payment statements. This evidence becomes crucial if Trustpilot disputes your claim or continues to charge you after you have cancelled.

Early termination and refund entitlements

Trustpilot's 12-month commitment means you are legally obligated to pay for the full term unless you invoke a statutory right (such as a cooling-off period) or Trustpilot itself breaches the contract. However, Malaysian law grants you a seven-day cooling-off period for distance contracts, which digital subscriptions fall under. If you signed up in the last seven days and want to cancel, you may be entitled to a full refund without penalty.

After the seven-day window, your cancellation rights depend on your specific contract and whether Trustpilot allows mid-term cancellation without penalty. Most paid plans do not, which means you may have to pay out the remainder of your commitment. However, if Trustpilot misrepresented the service or failed to deliver promised features, you can request a refund based on breach of contract or misrepresentation under the Consumer Protection Act 1999.

How to cancel Trustpilot from your business account

Prepare your account before you cancel

The cancellation process itself is straightforward, but the setup takes five minutes and saves you hours of regret later. Before you log in and click cancel, you need to understand what you will lose and what you need to export.

1. Log in to your Trustpilot Business account at business.trustpilot.com.
2. Navigate to the Membership or Billing section (usually found in account settings or the main dashboard).
3. Take screenshots of your current plan, renewal date, payment method, and any active reviews or widgets you have set up.
4. Export any reports, review data, or custom widget settings you may need after cancellation, because Trustpilot does not clearly state how long they retain your data after you cancel.
5. Note your cancellation date and the date your account access will end (usually the end of your current billing cycle).

Pro tip: If you have automatic invoicing or accounting software linked to Trustpilot, disable those integrations before you cancel. This prevents duplicate charges or sync errors after your account closes.

Cancel your Trustpilot subscription via the web portal

The main cancellation route is through your business account dashboard. Trustpilot's interface has changed over time, so if the steps below do not match your screen exactly, look for a Membership, Billing, Subscription, or Plan section in your account settings.

1. Log in to your Trustpilot Business account.
2. Locate the Membership or Subscription section in your account dashboard or settings menu.
   • If you see a card labeled "Your plan" or "Billing," click it.
   • If you see a settings icon or gear button, click it and search for Membership or Billing options.
3. Click on your current plan name or the "Manage subscription" button.
4. Look for a "Cancel plan," "Cancel subscription," or "Downgrade" option at the bottom of the page.
5. Read the cancellation warning carefully. Trustpilot will tell you when your access ends and whether you are eligible for a refund.
6. Click "Cancel" or "Confirm cancellation" and follow any additional prompts.
7. You should receive a cancellation confirmation email from [email protected] within 24 hours. Save this email.

Warning: If you do not see a clear cancellation button, do not assume your account has been cancelled. Contact Trustpilot support at [email protected] or call +31 20 299 1600 (international number) and ask for written confirmation that your subscription has been terminated and your account will not be charged on the renewal date.

Contact Trustpilot support if the web portal fails

If the cancellation button is missing, greyed out, or does not work, escalate directly to support. Trustpilot offers email support, phone support, and live chat (live chat may require an upgraded plan).

1. Email [email protected] with the subject line: "Cancellation request for business account [your email address]."
2. In your email, include:
   • Your full business name and account email.
   • Your current plan tier (Starter, Plus, or Premium).
   • Your desired cancellation date.
   • A clear statement: "I request immediate cancellation of my Trustpilot subscription, effective immediately or at the end of my current billing cycle."
3. Ask for a cancellation confirmation email from Trustpilot.
4. Keep all correspondence and confirmation emails for your records.

International phone support is available at +31 20 299 1600, but expect to wait and pay international calling rates. Email is faster and leaves a written trail, which is what you need if a dispute arises later.

What happens after you cancel

Timeline and access after cancellation

Cancelling your Trustpilot subscription does not instantly close your account. Instead, your access ends on the last day of your current billing cycle. If you cancel mid-month, you can still log in and use your paid features until your monthly renewal date passes. On that date, Trustpilot will downgrade you to a free account.

Your review data, business profile, and any collected reviews remain live on Trustpilot's platform indefinitely. You lose access to paid features like advanced review invitations, custom widgets, and analytics tools. Your free profile will still appear on Trustpilot's website and may still rank in Google search results, but you cannot manage it with the same level of control.

Pro tip: Before your cancellation date takes effect, download a backup of all your review data and any custom widget code. Log into your account, export what you need, and store it locally. Trustpilot does not guarantee to keep this data after your account closes, so do not rely on their servers to keep your history.

Confirming your cancellation and monitoring for phantom charges

After Trustpilot confirms your cancellation, monitor your payment method closely for the next three billing cycles. Sometimes subscription services process charges in batches or with delays, and a stray charge can slip through if you are not watching.

1. Check your bank or credit card statement 5-7 days after your cancellation date to confirm no charge appeared.
2. Set a phone reminder for your old renewal date (the date Trustpilot would have charged you) and check again that day.
3. If you see a charge from Trustpilot after your cancellation date, contact your bank immediately and report the charge as unauthorised or a billing error. Then forward the charge receipt to Trustpilot support with a demand for an immediate refund.
4. Keep all cancellation confirmations, payment statements, and support emails in a folder. At Stopee, we recommend storing these digitally for at least 12 months in case you need to escalate a dispute.

Refunds and your right to recover money

When Trustpilot will refund you

Trustpilot's official refund policy states that refunds are at their discretion and depend on your contract terms. However, Malaysian consumer law is stronger than Trustpilot's terms. Under the Consumer Protection Act 1999, you have the right to a refund if:

• You cancelled within seven days of purchase (cooling-off period) and Trustpilot has not yet delivered the service.
• Trustpilot failed to disclose auto-renewal terms clearly before you signed up.
• The service was not delivered as promised or was significantly different from what was advertised.
• Trustpilot misrepresented the plan, pricing, or features.

If any of these apply to your situation, you can request a refund directly from Trustpilot. If they refuse, you can escalate to the FMCA or KPDNHEP, which can compel them to refund you.

How to request a refund

1. Send a formal email to [email protected] titled "Refund request: [Your account email]."
2. State your reason for the refund (cooling-off period, misleading terms, service failure, or misrepresentation).
3. Include copies of your original purchase email, invoice, and cancellation confirmation.
4. Request a full refund and specify the date you want it processed by.
5. If Trustpilot refuses, reply with a formal demand letter citing the Consumer Protection Act 1999 and threatening to escalate to the FMCA. Often, this prompts a reversal.

At Stopee, we have seen businesses recover thousands of ringgit by simply citing Malaysian consumer law in their refund request. Many global companies like Trustpilot are unfamiliar with local regulations and will refund rather than risk a complaint with local authorities.

Common mistakes when cancelling Trustpilot

Cancelling a subscription should be simple, but most people trip over preventable errors that delay the process or lead to unexpected charges. Here are the traps to avoid.

Mistaking downgrade for cancellation

Trustpilot allows you to downgrade to a cheaper plan instead of cancelling entirely. If you click "Downgrade," you stay subscribed to a lower tier and your payment continues. If your goal is to stop all charges, make sure you click "Cancel subscription," not "Downgrade plan." These buttons are often near each other on the same page, and the wording can be confusing if English is not your first language.

Pro tip: If you accidentally downgraded, log back in and follow the cancellation steps again immediately. You still have time to cancel before your next charge posts.

Assuming your free account is cancelled

When you cancel a paid plan, Trustpilot downgrades you to a free account automatically. This is not the same as deleting your account. Your business profile, reviews, and data remain publicly visible on Trustpilot's platform. If you want your profile completely removed, you need to request account deletion separately, which is a different process and Trustpilot may refuse.

Not confirming the cancellation in writing

If you cancel through the web portal, you receive an automatic email confirmation. If you cancel by phone, ask the support agent to send you a written confirmation email immediately after the call. Never rely on a verbal cancellation promise. Email is the only proof that holds up if Trustpilot charges you again or disputes your cancellation request.

Cancelling too close to the renewal date

If you cancel on the same day as your renewal date, there is a narrow window where Trustpilot may process both your renewal charge and your cancellation request. To be safe, cancel at least three days before your renewal date. Check your invoice or account to confirm the exact renewal date, then set a calendar reminder to cancel a few days early.

Checklist for cancelling Trustpilot

Should you keep or cancel Trustpilot

Reasons to keep your Trustpilot subscription

Trustpilot makes sense for you if your business depends on customer reviews for credibility, you actively collect new reviews every month, and the monthly cost (RM467 to RM3,771) delivers clear value in new customers or trust. Paid features like review invitations and branded widgets do help smaller businesses build social proof faster than relying on organic reviews alone.

If you run a services business, e-commerce store, or hospitality venture where customer feedback drives bookings, Trustpilot can be a justified expense. The question is whether you need the paid tier or if Google Business Profile (free) covers your needs adequately.

Reasons to cancel Trustpilot

Cancel if you signed up by accident, do not actively manage your reviews, or do not see new customer enquiries traced back to Trustpilot. Cancel if Google Business Profile already serves your review needs. Cancel if you are paying RM467+ per month and only receive a handful of reviews. Cancel if you intended a free account and were surprised by a charge.

You do not need a paid review platform if you are just starting out, your customers rarely rely on third-party reviews, or you are on a tight budget. A free Trustpilot account still gives you a public profile and review page, which often is enough.

Contacting Trustpilot for support and complaints

Trustpilot's official support channels

Trustpilot operates out of Copenhagen, Denmark, and does not have a Malaysia-specific support office. However, you can reach them through multiple channels:

• Email: [email protected] (responds within 24-48 hours)
• Phone: +31 20 299 1600 (international, standard rates apply)
• Live chat: Available inside the Trustpilot Business account (may require an upgraded plan)
• Postal address: Trustpilot A/S, Pilestrde 58, 1112 Copenhagen K, Denmark

Email is your best option because it creates a written record. Always email from the account email address you used to sign up, and reference your account details in the subject line.

Escalating a complaint in malaysia

If Trustpilot refuses to refund you or does not respond within seven days, escalate to Malaysian authorities:

• Federation of Malaysian Consumers Associations (FMCA): Handles subscription and billing disputes for digital services. Visit www.fomca.org.my or call 03-7728 5000.
• Ministry of Domestic Trade and Consumer Affairs (KPDNHEP): The government body that enforces the Consumer Protection Act 1999. File a complaint at www.kpdnhep.gov.my.
• Your bank's dispute department: If Trustpilot continues to charge you after cancellation, your bank can reverse the charges as unauthorised transactions and open a dispute on your behalf.

Stopee recommends keeping all emails, screenshots, and payment receipts in a dedicated folder. If you need to file a formal complaint, this evidence becomes your strongest lever for recovery.

Conclusion: cancel with confidence

Cancelling Trustpilot is straightforward once you know where to look and what to protect. You now understand your Malaysian consumer rights, the exact steps to cancel through their web portal or support team, and what to do if they ignore your cancellation request or continue to charge you.

The key is to take action before your next renewal date, keep written proof of your cancellation, and monitor your bank statement for phantom charges. If Trustpilot refuses to cooperate, Malaysian law is on your side, and authorities like the FMCA and KPDNHEP can force them to refund you.

At Stopee, we have helped thousands of consumers cancel unwanted subscriptions, recover phantom charges, and understand their rights under local law. Whether you are cancelling Trustpilot because you signed up by accident, did not see value from the paid plan, or simply want to cut costs, Stopee is here to guide you through every step. Visit stopee.com to explore more cancellation guides for other subscription services, and remember: you have the right to cancel anytime, and your money is worth protecting.