Manage Trustpilot

How to cancel trustpilot and protect your business in south africa

What is trustpilot and why south african businesses use it

Trustpilot is a global online review platform that allows customers to publish reviews of your business and lets you collect, manage, and respond to customer feedback in one place. If you operate in South Africa, you may have signed up for a Business account to monitor your online reputation and engage with customer reviews across industries.

Trustpilot offers both free and paid Business plans, ranging from basic review collection tools to advanced analytics and customization features. Consumer accounts exist for individuals who simply want to write and read reviews. Understanding which account type you hold is your first step towards cancelling with confidence.

Business accounts versus consumer accounts

Business accounts come in two flavours: free and paid subscription plans. Paid plans unlock features like customer invitation campaigns, advanced analytics, competitor benchmarking, and customized review widgets for your website. Consumer reviewer accounts are free and allow individuals to post reviews without any contractual obligation.

If you subscribed to a paid Business plan directly from Trustpilot, you will need to follow a formal cancellation process. Free Business accounts and consumer accounts have simpler removal procedures. Stopee recommends checking your email invoices or account dashboard to confirm which plan type you hold before you cancel.

How trustpilot fits into your online presence

Many South African businesses use Trustpilot to build trust with potential customers and collect authentic feedback. However, if your reputation management strategy has shifted, your budget constraints have tightened, or you have found alternative review platforms, cancelling makes sense. Stopee understands that subscriptions change and you deserve a clear, hassle-free exit.

Your consumer rights and protections in south africa

As a South African business, you are protected by the Consumer Protection Act 68 of 2008, which safeguards your rights when purchasing services like Trustpilot subscriptions.

What the consumer protection act means for your trustpilot subscription

The Consumer Protection Act requires service providers to act fairly, honestly, and professionally. If Trustpilot has failed to deliver promised features, experienced extended downtime, or breached the terms of your contract, you may have grounds to request a refund or cancellation without penalty. Additionally, you have the right to cancel if Trustpilot has materially breached the agreement and failed to remedy the breach within a reasonable timeframe.

Stopee advises you to document all service failures, missed features, or technical issues in writing. Keep copies of your subscription contract, invoices, and all email correspondence with Trustpilot. If the company refuses your cancellation request or withholds a refund you believe you are entitled to, you can escalate your complaint to the National Consumer Commission (NCC).

Your right to cancel and what it protects

You have the right to cancel your Trustpilot subscription if the service fails to meet the standard of quality reasonably expected. If Trustpilot becomes permanently unavailable or the company ceases operations in South Africa, you may qualify for a pro-rata refund for unused time. The Consumer Protection Act also protects you from unfair contract terms, so if Trustpilot's cancellation clause is unreasonably restrictive or punitive, the NCC may intervene.

Stopee emphasises that your right to cancel is yours to exercise, regardless of what a service provider claims in their terms. However, you must follow the proper procedure to strengthen your position.

Trustpilot pricing and plan options

Understanding your current plan and its cost helps you calculate what you might save by cancelling.

Trustpilot business plan pricing in USD

Trustpilot publishes its pricing in United States dollars, not South African rands. The exact cost to your business in ZAR depends on the current exchange rate and your account configuration. Below is a snapshot of the main paid tiers available:

How to find your ZAR pricing

Trustpilot does not publicly display South African rand pricing on its website. To find your exact monthly or annual cost in ZAR, contact Trustpilot sales directly via their website or your account representative. Stopee recommends requesting a detailed quote that shows both the USD amount and the ZAR conversion before you commit to renewal or decide whether cancellation is worthwhile.

When cancelling trustpilot makes sense

Deciding whether to cancel requires you to weigh the value you receive against the cost.

Reasons south african businesses cancel

You may decide to cancel if you have switched to a competitor review platform, your marketing budget has been cut, you are consolidating tools with another platform that includes review management, or you simply are not seeing sufficient customer engagement through Trustpilot. Some businesses cancel because they believe the invitation campaigns are not driving enough reviews, or they prefer managing reputation through social media instead.

Others cancel because service issues have gone unresolved, such as widgets breaking on their website, analytics data being inaccurate, or customer support being unresponsive. If you fall into this category, Stopee encourages you to document those failures before you cancel, as they strengthen your case for a refund.

Reasons to keep your subscription

You might keep your Trustpilot subscription if your business regularly collects customer feedback, you actively respond to reviews to improve customer relationships, or you see a measurable uplift in leads or sales attributed to your Trustpilot profile. Many South African businesses find value in the analytics tools, especially if they track reviews over time and use that data to make service improvements.

If you are on the fence, consider pausing your subscription for a month or two, if Trustpilot allows it, to see whether the absence of the platform affects your customer acquisition or reputation monitoring. Stopee helps you make informed cancellation decisions by weighing both sides.

How to cancel your trustpilot subscription

The cancellation method depends on whether you purchased directly from Trustpilot or through a reseller partner.

If you bought directly from trustpilot

Direct purchases are the most common route for South African businesses. You must submit your cancellation request in writing at least 30 days before the end of your current billing period. Here is how to do it:

1. Open your email client and compose a new message to cancellation@trustpilot.com.
   • Do not use a general support email address; the dedicated cancellation email ensures your request reaches the right team.
2. Include the following information in the body of your email:
   • Your registered company name (exactly as it appears on your Trustpilot Business account).
   • Your account domain or profile URL (for example, www.trustpilot.com/review/yourbusiness.co.za).
   • Your current subscription plan name (Plus, Premium, or Advanced).
   • The date you want the cancellation to take effect (must be at least 30 days from today).
3. Send the email from the email address associated with your Trustpilot Business account.
   • This link between your account and the sender email strengthens verification.
4. Wait for a confirmation email from Trustpilot within 5-7 business days.
   • Pro tip: Save this confirmation email to your computer or cloud storage. It is your proof that you cancelled on time and will protect you if Trustpilot attempts to bill you after the cancellation date.
5. Check your invoice or account settings on the cancellation date to confirm your access has ended.
   • Your account should revert to a free plan (if one exists) or go inactive after your final paid period ends.

If you bought trustpilot via a reseller or partner

Some South African businesses purchase Trustpilot through a marketing agency, web developer, or digital reseller rather than directly. In this case, Trustpilot is not your contracting party; the reseller is. You must cancel with the reseller, not Trustpilot.

1. Locate your original purchase invoice or contract with the reseller.
   • Check your email for the initial sales agreement or service delivery confirmation.
2. Identify the notice period required by the reseller's terms.
   • The reseller may require 30, 60, or 90 days' notice, which could differ from Trustpilot's direct requirements.
3. Contact your reseller's account manager or support team by phone or email.
   • Reference your account number or invoice number for quick identification.
4. Request written confirmation of your cancellation in the same format (email).
   • Do not rely on verbal cancellation promises; email creates an audit trail.
5. Ask the reseller to confirm the effective cancellation date in writing.
   • Warning: If the reseller refuses to cancel or claims they cannot, escalate to their finance or legal department. You have the right to cancel, and no intermediary can override that right.

What happens after you cancel your trustpilot subscription

Cancelling does not instantly cut off your access. Understanding the transition period protects you from surprise service losses.

Your access during and after the cancellation period

Once you have submitted your cancellation request and received confirmation, you retain full access to your Business account until the end of your current paid billing period. If your subscription renews on 30 June and you cancel on 15 June, you will have access until 30 June at no additional cost. After 30 June, your account will either downgrade to a free plan (if available) or go inactive entirely.

No service interruption occurs mid-period, provided you submitted your cancellation at least 30 days before the renewal date. Stopee emphasises that this grace period is your safety net; you have time to download your reviews, analytics reports, or any other business data before access changes.

Deleting your account and reviews

Cancelling your paid subscription is not the same as deleting your account. You will need to decide separately whether you want to keep your Business profile active or remove it entirely.

For paid Business plans, you must contact Trustpilot directly via email (cancellation@trustpilot.com) to request account deletion. For free Business plans, you can delete your account through the account settings menu in your Trustpilot dashboard. If you are a consumer reviewer with a personal account, you can delete it directly from your account settings, which will remove all reviews you have posted.

Warning: Deleting your Business account is permanent. If you have years of positive customer reviews, consider keeping the account in read-only or archived mode rather than deleting it outright. Stopee advises downloading a full export of your reviews and analytics before deletion, as you cannot recover this data afterwards.

Refund policy and when you qualify for money back

Trustpilot's standard refund terms are restrictive, but exceptions exist if the company has breached its obligations to you.

Trustpilot's standard refund policy

According to Trustpilot's Terms of Use and Sale for Businesses (November 2025), no refund or credit is automatically provided when you cancel a paid subscription. If you have prepaid for a full year of service and cancel mid-year, Trustpilot will not return the unused portion of your payment.

This policy applies regardless of whether you cancel for convenience or because you are dissatisfied. Stopee knows this feels unfair, but it is a standard industry practice for SaaS (Software as a Service) platforms. However, South African consumer law and your contract may override this policy in specific situations.

When you may qualify for a refund

You have a legitimate claim for a pro-rata refund if Trustpilot has materially breached the subscription agreement and failed to fix the problem within a reasonable timeframe. Examples include:

• The review invitation feature stops working for more than 30 days and Trustpilot does not repair it.
• Your profile page is deleted or made inaccessible due to a Trustpilot error (not a suspension for policy violation).
• Trustpilot ceases operations in South Africa or permanently discontinues your plan tier without offering a replacement.
• Your account is suspended without justification or proper notice, preventing you from using the service you paid for.

If you believe any of these situations apply to you, take these steps:

1. Document the breach with screenshots, email correspondence, and dates of when the problem began and when you reported it.
2. Send a formal written notice to cancellation@trustpilot.com and support@trustpilot.com, stating that Trustpilot has materially breached the agreement and requesting remediation within 14 days.
3. If Trustpilot does not fix the issue within 14 days, send a second email requesting a pro-rata refund and citing the Consumer Protection Act 68 of 2008, Section 61 (failure to perform in accordance with the agreement).
4. If Trustpilot refuses, lodge a complaint with the National Consumer Commission (NCC) and provide them with all documentation.

Pro tip: The NCC investigates disputes between consumers and service providers at no cost to you. Reference your case number in all future correspondence with Trustpilot.

Common mistakes when cancelling trustpilot

We understand that cancellations are stressful and easy to get wrong. Here are the pitfalls that trip up most South African businesses.

Mistake 1: missing the 30-day notice deadline

Trustpilot requires at least 30 days' written notice before your subscription renews. If your renewal date is 15 July and you email cancellation@trustpilot.com on 20 June, you have missed the deadline by 5 days. Trustpilot will charge you for another full year (or month, depending on your plan). You can then cancel for the following cycle, but you will be locked in for another billing period.

Stopee recommends setting a calendar reminder 40 days before your renewal date. This gives you a 10-day buffer to compose and send your cancellation email without rushing.

Mistake 2: not keeping your confirmation email

If you receive no response or confirmation from cancellation@trustpilot.com, and Trustpilot bills you again after the cancellation date, you will have no proof that you tried to cancel. Save the confirmation email in a dedicated folder and, if possible, print it and file it with your invoices.

Mistake 3: cancelling via the wrong email address or support channel

Sending your cancellation request to general support@trustpilot.com or your account manager may delay your request by days or weeks. Always use the dedicated cancellation@trustpilot.com address. This ensures your request reaches the team responsible for processing cancellations, not a support agent who may forget to pass it on.

Mistake 4: failing to state your account details clearly

If your email does not include your company name, account domain, and current plan, Trustpilot may ask you to re-send the information, wasting days. Be explicit and thorough in every cancellation email.

Mistake 5: confusing cancellation with account deletion

Cancelling your paid subscription does not automatically delete your Business profile or reviews. Your profile will remain live and visible to customers unless you explicitly request deletion. If you want your Trustpilot profile gone entirely, you must submit a separate account deletion request after you cancel the subscription.

Your pre-cancellation checklist

Before you hit send on that cancellation email, run through this checklist to ensure you do not lose critical business data.

• I have verified my current Trustpilot plan name (Plus, Premium, or Advanced) by checking my latest invoice.
• I know my next subscription renewal date (found in billing settings or on your invoice).
• I have calculated whether I will cancel on time (at least 30 days before renewal).
• I have downloaded a full export or screenshot of my customer reviews, analytics reports, and any customisation settings.
• I have checked my account to confirm it is purchased directly from Trustpilot (not via a reseller).
• I have decided whether to keep my profile live after cancellation or request full account deletion.
• I have drafted my cancellation email with company name, account domain, plan name, and desired cancellation date.
• I have set a reminder to check my email for Trustpilot's confirmation within 7 business days.
• I have created a folder on my computer or cloud storage to save the confirmation email and all related correspondence.

What customers say about cancelling trustpilot

Many South African businesses have successfully cancelled their Trustpilot subscriptions. Common themes in customer feedback include appreciation for the clear cancellation process once they find the right email address, frustration with the lack of refunds on prepaid annual subscriptions, and satisfaction with retaining access through the end of their paid period.

Some users report that Trustpilot's support team was responsive when they disputed charges, especially when they provided written cancellation confirmation. Others mention that switching to alternative platforms like Google Reviews, Facebook Reviews, or industry-specific review sites made more sense for their business model.

Stopee listens to real user experiences and uses this feedback to guide your cancellation strategy. If you share your own cancellation story, you help other South African business owners navigate the process with confidence.

Comparing trustpilot to alternative review platforms

Before you cancel, you may want to know how Trustpilot stacks up against other review and reputation management solutions available in South Africa.

Getting help if trustpilot refuses your cancellation

If you have sent your cancellation email and Trustpilot does not respond or claims it cannot cancel your account, you have rights and escalation paths.

Your escalation options

First, resend your cancellation email with a read receipt request, so you have proof Trustpilot received it. Wait 10 business days. If there is no response, escalate to Trustpilot's customer support team by phone (check their website for South Africa contact details) and reference your cancellation email. Document the date and name of the person you speak to.

If Trustpilot continues to refuse, lodge a formal complaint with the National Consumer Commission (NCC) online at www.ncc.org.za. Provide a detailed description of your cancellation attempt, copies of all emails, and proof of payment. Stopee advises keeping a copy of your complaint submission for your records.

Consumer protection act as your leverage

Reference Section 48 of the Consumer Protection Act, which grants you the right to cancel a contract for a service if the service provider has breached the agreement or if the contract term is unreasonably long. If Trustpilot locked you into a 12-month subscription with no break clauses, the NCC may find the contract term unreasonable and order Trustpilot to allow early cancellation or provide a refund.

Stopee has helped thousands of consumers cancel subscriptions by asserting their Consumer Protection Act rights. You are not powerless; documentation and persistence are your tools.

Summary and next steps

Cancelling your Trustpilot subscription is straightforward if you follow the proper steps: send a written cancellation request to cancellation@trustpilot.com at least 30 days before your renewal date, include your company name and account details, save the confirmation email, and plan your transition off the platform.

You do not automatically qualify for a refund under standard terms, but you may have grounds to request one if Trustpilot has materially breached the agreement or failed to deliver the service as promised. Use the Consumer Protection Act as your safety net and the National Consumer Commission as your escalation point.

Stopee has equipped you with the knowledge, process, and consumer rights to cancel Trustpilot with confidence. Whether you are switching to a competitor, cutting costs, or simply no longer need review management, you can exit on your terms. Take action today by scheduling your cancellation email to be sent 35 days before your renewal date, and mark your calendar to confirm the cancellation was processed.

Ready to cancel? Stopee has helped thousands of consumers and small business owners cancel unwanted subscriptions safely and recover refunds they did not think were possible. Visit Stopee online to find step-by-step guides for other services and get expert support with your cancellation journey. Your subscription freedom starts here.

Contact information

Trustpilot cancellation email: cancellation@trustpilot.com

Trustpilot support email: support@trustpilot.com

National Consumer Commission (South Africa): www.ncc.org.za or call 012 428 7000

Stopee consumer advocacy: www.stopee.com