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How to recover unwanted subscription charges, cancel auto-renewals, and refund faulty digital content under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. Section 75, chargeback, and small claims as the backstop.
Auto-renewed subscription you forgot about
If the trader did not give clear, prominent notice of auto-renewal at sign-up, the renewal charge may be unfair under the CMA's consumer protection regime and the Consumer Rights Act 2015. Recovery prospects depend on the strength of the original disclosure.
Software / digital content that did not work
Sections 33–47 of the Consumer Rights Act 2015 cover digital content. It must be of satisfactory quality, fit for purpose, and as described. Right to repair, then replacement, then refund. Includes apps, software, e-books, music, and streaming.
Service cancelled within 14 days online
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give a 14-day cooling-off period for most online and distance contracts. Cancel in writing within 14 days of conclusion for a full refund (less reasonable use for services already started).
Subscription you cannot cancel
A trader making cancellation difficult (no online cancel option, hidden cancel pages, refusing to action a cancellation request) is likely in breach of consumer law. Document every cancellation attempt and any successful charge after.
How to recover an unwanted subscription charge through small claims court
Steps to cancel an auto-renewal, get a refund for a subscription, and use section 75 or the small claims court as a backstop.
Cancel the payment method immediately
Call your bank to revoke the direct debit or continuous payment authority. This stops further charges while you pursue the refund.
Demand the refund in writing
Email the company citing the Consumer Rights Act 2015 (ss.33-47 for digital content) or the Consumer Contracts Regulations 2013 (reg 29 for cooling-off cancellation).
Use section 75 for credit card payments over £100
Under the Consumer Credit Act 1974 s.75, your credit card issuer is jointly liable. Contact your bank and raise a section 75 claim.
Raise a chargeback for debit card payments
Contact your bank within 120 days and request a chargeback. Provide evidence that the service was not as described or that cancellation was not properly honoured.
Send a Letter Before Action and file via MCOL
If the trader and bank both refuse, send a formal Letter Before Action giving 14 days, then issue via Money Claim Online. Most subscription claims are under £10,000.
Four typical subscription disputes
Each route uses a different consumer-protection statute. Identify yours, then apply the matching remedy.
Step-by-step: recover a subscription charge
Digital content rights at a glance (CRA 2015)
- — must be of satisfactory quality.
- — must be fit for any particular purpose made known to the trader.
- — must be as described.
- — right to repair or replacement (within reasonable time, without significant inconvenience).
- — right to price reduction (up to 100%) if repair/replace fails.
- — compensation for damage to your device or other content caused by faulty digital content.
These cannot be excluded by trader T&Cs (section 47).
Section 75 and chargeback
Section 75 of the Consumer Credit Act 1974 applies to credit card purchases between £100 and £30,000. The card issuer is jointly liable with the trader, so you can claim from the card company directly even if the trader has gone bust or refuses to engage. The time limit is six years and you do not need the trader to cooperate.
Chargeback works on any card (credit or debit) for any amount, but you must raise it within 120 days of the transaction and the card network can reject it. It is a scheme rule rather than a legal right, so it is the weaker option. That said, for amounts under £100 where section 75 does not apply, chargeback is still worth attempting before going to the small claims court.