How do I cancel my plan?

We're sorry to hear you're thinking of cancelling your plan with us.

We'd love to look into possible options to keep you with us, like lowering or changing your premium for you. If you'd like us to send you some quotes, then please let us know. 

To request a cancellation, you can either call us or cancel online.

You can call us on 0345 340 4090. We're open 9am - 5:45pm, Monday - Friday and 9am - 12:45pm on Saturdays. We're closed on Sundays.

You can request a cancellation online through My Account.

Cancelling at renewal
We do our best to keep our premiums as fair as possible at renewal. If you decide not to renew with us, please let us know. If we don't hear from you then your plan will automatically renew.

You can let us know over the phone or through My Account.

To make sure there's no gap in your pet's cover, please don't cancel your Direct Debit Mandate before your renewal date. This will automatically cancel your plan and stop any cover before your renewal date.

Cancelling your auto-renewal
We can only cancel your auto-renewal if you let us know. You need to do this within 28 days of us sending you the renewal invite. We accept auto-renewal cancellations during the 14-day cooling-off period, too. This will lapse your plan with us, meaning you won't get cover.

You can cancel through My Account, online through email or by contacting us. We recommend contacting us ASAP if you're near the end of the 28-day period.

If you're struggling to find our information on cancelling and auto-renewals (don't worry, it happens), you can check the documents we sent you at renewal or when you joined us. Our handbook mentions it, too.

Cancelling during the first 14 days 
If you cancel your plan within the 14-day cooling-off period, we'll refund any payments you've made, as long you haven't made a claim.

If you've claimed, we won't refund your premium. Refunds can take between five and 10 working days to reach your account.

Cancelling during your policy year
You can cancel your plan at any time over the phone or through My Account without any additional charges or penalties unless you've claimed for something. In this case, we'll ask for the full annual premium. If you pay annually and are due a refund, we'll automatically process this for you. Again, refunds can take five to 10 working days to appear in your account.

Our team are here to help with any questions you may have about your plan and premiums. If you'd like to call, you can reach us on 0345 340 4090 (9am - 5:45pm, Monday - Friday and 9am - 12:45pm on Saturdays). 🐾