Manage Trellis

How to cancel trellis in south africa and protect your rights

Understanding trellis and what you're cancelling

Trellis operates as a subscription-based platform across multiple service lines, from coworking memberships to event management tools. If you are based in South Africa and use Trellis services, understanding exactly which product you hold is your first step toward a clean cancellation. At Stopee, we help thousands of consumers navigate subscriptions like this every month, and we know the confusion around multi-product platforms can delay your exit.

What trellis actually offers

Trellis is not a single service. Instead, it runs a collection of subscription offerings under one corporate umbrella. In South Africa, you are most likely to encounter Trellis Coworking and Events memberships (which give you access to shared workspaces and event facilities) or Trellis Event Solutions subscriptions (which allow you to manage events and ticketing through their platform). Each operates under different cancellation rules, refund policies, and notice periods.

The key distinction matters because cancelling a coworking membership requires a different process and timeframe than dropping an event solutions subscription. Before you take action, confirm which Trellis service appears on your billing statement or invoice.

Why you might be cancelling

You may no longer need desk space, your event management needs have changed, or you are simply consolidating tools. Whatever your reason, Trellis subscriptions can lock you in unless you follow the cancellation window precisely. Stopee advisors recommend reviewing your cancellation reason so you can reference it in writing if a dispute arises later.

Your consumer rights under south african law

South Africa's Consumer Protection Act (CPA) gives you specific protections when cancelling distance or online transactions, and knowing these rights is your legal leverage if Trellis resists your cancellation.

The 14-day cooling-off period

If you purchased your Trellis subscription online or through distance marketing (email, web form, or phone), you may have a 14-day cooling-off period under section 5(1) of the CPA. This means you can cancel within 14 days of purchase and receive a full refund, provided the service has not yet been rendered in full. However, Trellis does not explicitly advertise CPA cooling-off rights in its standard terms, which is a red flag.

Pro tip: If you cancel within 14 days of signing up, write to Trellis citing the CPA cooling-off period. Keep copies of all communication. Stopee has observed that many platforms comply once the CPA is invoked in writing, even if their terms try to exclude it.

What happens if trellis refuses to honour your rights

If Trellis denies a refund you believe you are entitled to under the CPA, the National Consumer Commission (NCC) is your escalation point. You can lodge a complaint at the NCC if informal negotiation fails. Include your order confirmation, cancellation request, and any written response from Trellis. The NCC can order a refund or penalty if it finds Trellis has breached the CPA.

How to cancel trellis: step-by-step for each service

The cancellation path depends on which Trellis product you hold, and Stopee recommends following your specific product track precisely to avoid delays and disputes.

Cancelling a trellis coworking and events membership

This membership gives you access to coworking spaces and event facilities. Cancellation requires written notice sent to Trellis within strict notice periods that vary by membership tier.

1. Locate your membership agreement or latest invoice. Note whether you hold an open seating membership, a dedicated desk, or a private office. This determines your notice period.
2. Draft a cancellation email addressed to membership@trellis.social. Include:
   • Your full name (exactly as registered)
   • Your membership ID (if you have it)
   • Your membership type (open seating, dedicated desk, or private office)
   • Your desired cancellation end date
   • A short statement: "I wish to cancel my membership effective [date]. Please confirm receipt and provide written cancellation confirmation."
3. Send the email from the email address linked to your Trellis account. Take a screenshot of the sent email with timestamp.
4. Wait for a written confirmation email from Trellis. If you do not receive confirmation within 48 hours, send a follow-up marked "RESEND: Cancellation Request".
5. Once confirmed, check your next billing date. Trellis should not charge you after your effective cancellation date. If a charge appears, dispute it immediately with your bank and forward your cancellation confirmation.
6. Disable auto-renewal in your account settings if the option exists. Even though you have cancelled, some platforms keep auto-renew on in the background.

Cancelling a trellis event solutions subscription

Event Solutions subscriptions are managed through your account dashboard or via support escalation if no self-serve cancellation exists. This product is often used by event organisers and venue managers.

1. Log into your Trellis Event Solutions account dashboard.
2. Look for a "Billing", "Subscription", or "Account Settings" section. Many SaaS platforms hide the cancellation option here rather than in a prominent menu.
3. If you find a self-serve cancellation or "downgrade" button, click it and note the effective date. Trellis Event Solutions typically cancels at the end of your current billing term (usually 30 days from today, even if you have paid for a month in advance).
4. If no self-serve option is visible, email Trellis support directly. Use the contact email listed in your account or on the website. State:
   • Your account email and account ID
   • Your current plan name
   • The statement: "I request cancellation of my Event Solutions subscription effective [your preferred date or end of current billing term]. Please confirm in writing."
5. Save all email confirmations. Stopee recommends screenshotting the confirmation email and forwarding it to your personal email archive as backup.
6. Three days before your cancellation effective date, log in and verify that your subscription status shows "Cancelled" or "Will Cancel On [Date]".

What to expect after you cancel trellis

Once cancellation is confirmed, your access and billing follow a defined timeline. Understanding this timeline prevents panic if you cannot access your account on day one after cancellation.

Access and service end dates

For Trellis Coworking and Events memberships, your access ends after the required notice period passes. Open seating members must give 10 days' notice; dedicated desk and private office holders must give 30 days' notice. This means if you cancel on 1 January and hold a dedicated desk, your access ends on 31 January (30 days later). You can still use the space until that date.

For Trellis Event Solutions, your cancellation takes effect at the end of your current billing cycle. If you are mid-month, you retain access to the platform until the last day of that month. You cannot access the platform on the first day of the next month.

Data, account records, and account deletion

Your account and data typically remain accessible for 30 days after cancellation. Trellis may retain metadata for legal compliance (invoices, attendance records) but should not use your personal data for marketing. If you want to delete your account entirely (not just cancel the subscription), send a separate data deletion request citing the Protection of Personal Information Act (POPIA).

Warning: Do not assume "cancellation" means "data deletion". These are separate requests. If you do not explicitly ask Trellis to delete your personal information within 30 days of cancellation, they may retain it indefinitely.

Will you receive a refund from trellis?

Refund policy is where Trellis frustrates most cancellers, so Stopee breaks down each scenario clearly so you know what to expect and whether you have grounds to escalate.

Standard refund policies for each service

Trellis Coworking and Events: Trellis states that memberships are non-refundable once paid. If you cancel and have already paid for the full month or quarter, you do not receive a pro-rata refund. The exception is if you cancel within the CPA cooling-off period (14 days from purchase) or if you discover a material breach by Trellis (e.g., the facility was closed unexpectedly).

Trellis Event Solutions: Subscriptions are non-refundable. Cancellation takes effect at the end of your current term, meaning you do not receive a refund for the remainder of that term.

When you may have a refund case

If you signed up fewer than 14 days ago and have not yet used the service materially, invoke the CPA cooling-off period in writing. If the coworking facility was closed during your membership period (e.g., due to maintenance or power outage lasting more than a day), request a refund for that period. If you were charged twice in one month or charged after your cancellation effective date, those are refund disputes Trellis must address.

Write to Trellis with specific evidence (screenshots of duplicate charges, closure notices, your cancellation confirmation email). Give them 10 business days to respond. If they refuse, escalate to the NCC with your supporting documents.

Trellis pricing and billing information for south africa

Transparent pricing helps you decide whether cancellation makes financial sense, and Stopee always recommends comparing cost before exit.

Current pricing in south africa

Trellis does not publish standardised ZAR pricing on a public price page. Instead, quotes are customised based on membership tier, location, and contract term. Coworking memberships vary by branch and available seat type. Event Solutions pricing depends on your monthly event volume and feature tier.

To get a current quote, email Trellis directly and ask for a formal pricing schedule including all VAT, setup fees, and early termination fees (if any). Request this in writing so you have a record before signing or cancelling.

Common mistakes when cancelling trellis

Cancelling a multi-product subscription platform is more error-prone than cancelling a single service, and we understand the frustration when a mistake costs you money. Here are the traps Stopee sees repeatedly.

Assuming email requests are automatically processed

You send an email to membership@trellis.social and assume it is logged in a system. It may not be. Trellis receives high email volume, and your cancellation can slip through if not clearly marked. Always send cancellation requests with "CANCELLATION REQUEST" in the subject line, use bullet points, and request written confirmation. If you do not hear back within 2 business days, call or send a follow-up marked "URGENT: Confirmation of Cancellation Request Sent [Date]".

Cancelling the wrong service by accident

If you hold both a Coworking membership and Event Solutions, ensure you cancel only the one you want to exit. Trellis emails often do not clearly separate the two products. Double-check your invoice or account page to confirm which service is active before submitting your cancellation request.

Not disabling auto-renewal

You receive cancellation confirmation but Trellis still charges you next month. This happens because auto-renewal was not switched off in your account settings. After you cancel, log in once more and ensure auto-renewal is disabled. Screenshots are your proof.

Forgetting the notice period

Coworking memberships require 10 or 30 days' notice depending on tier. If you email a cancellation request and simply say "cancel immediately", Trellis will reject it or charge you for the full notice period anyway. Specify an exact cancellation date that respects the notice window (10 or 30 days from today).

Your cancellation checklist

Use this list to ensure you do not miss a step and protect yourself against billing disputes.

1. Confirm which Trellis service you hold (Coworking, Event Solutions, or both).
2. Check your notice period requirement (10 days for open seating, 30 days for dedicated desk or private office, end of cycle for Event Solutions).
3. Draft your cancellation email with full name, membership ID, desired end date, and a request for written confirmation.
4. Send the email to membership@trellis.social (Coworking) or your account support contact (Event Solutions).
5. Screenshot the sent email with timestamp.
6. Await written confirmation from Trellis (expect 24-48 hours).
7. Log into your account and disable auto-renewal if the option exists.
8. Mark your calendar for the cancellation effective date.
9. On the effective date, verify that your access is removed and auto-renewal is off.
10. Check your next billing statement to confirm no charge appears.
11. If a post-cancellation charge appears, dispute it with your bank and forward your cancellation confirmation.
12. Archive all cancellation correspondence for at least 12 months.

What consumers say about cancelling trellis

Real feedback from South African users reveals patterns in how Trellis handles cancellations, and Stopee believes transparency from the community strengthens your negotiating position.

Many coworking members report that cancellation was smooth once they sent a formal email with all required details. Others describe delays when they did not include their membership ID or were unclear about their membership tier. Event Solutions users note that self-serve cancellation is straightforward if your account has that feature enabled, but support-based cancellations can take 3-5 days to process.

A common theme is that Trellis does honour cancellation requests and the notice periods, but only if you follow the process exactly. Casual "I want to cancel" emails sent to generic support addresses are often ignored. Formal, documented cancellation requests sent to the correct email (membership@trellis.social for coworking) are acted on promptly.

Contact information and escalation for trellis in south africa

Use these addresses and contact methods to send your cancellation request or lodge a complaint if Trellis refuses to comply.

Where to send your cancellation request

Trellis Coworking and Events: membership@trellis.social

Trellis Event Solutions support: Contact email listed in your account dashboard, or the support portal on the Trellis website.

If trellis does not respond or comply

If Trellis ignores your cancellation request or continues charging after your effective cancellation date, escalate as follows:

1. Send a final written notice via email (cc yourself) stating: "This is a final notice to cancel my subscription effective [date]. If this request is not processed within 5 business days, I will dispute all charges with my bank and lodge a complaint with the National Consumer Commission under the Consumer Protection Act."
2. If Trellis still does not act, contact your bank and dispute the post-cancellation charges as unauthorised transactions. Provide your cancellation confirmation email.
3. Lodge a formal complaint with the National Consumer Commission (NCC) at complaints@thencc.org.za. Include copies of your cancellation requests, confirmations, and billing statements showing charges after the effective date.

Conclusion: take control of your trellis cancellation today

Cancelling Trellis does not have to be complicated. By following the process outlined here, respecting notice periods, and keeping meticulous records, you ensure a clean exit without surprise charges or disputes. Stopee has helped thousands of consumers cancel subscriptions like this, and we know that clarity and documentation are your best tools.

Your South African consumer rights under the CPA are real leverage if Trellis resists. Whether you are within the 14-day cooling-off period or you believe a material breach has occurred, write down your claim, keep copies, and escalate to the NCC if necessary. Stopee stands with you in asserting your right to cancel without penalty or obstruction.

Start your cancellation today by sending a formal email to the correct Trellis address. Follow the checklist above. Keep your confirmation. And if you face resistance, let your consumer protection authority know. Stopee and thousands of empowered consumers like you have proven that transparency and persistence win.