Cancellation and Negotiation Service Terms

NetQuiid helps you cancel subscriptions, free trials and other contracts, and helps you ask providers for a better price (negotiation). These terms explain what that help includes and what it does not. They form part of our Terms of Service.

We help you communicate your decision to the provider. We do not have power to end your contract ourselves, and we never act without your instruction for that specific cancellation.

Depending on the provider and how you pay, the cancel screen offers one or more of these:

• Official steps. The provider's or app store's own cancellation steps, taken from its official help pages. You follow them yourself. For App Store and Google Play subscriptions, this is the way to cancel, and it is free.
• A notice you send yourself. We prepare a cancellation notice from the details you give us. You review it and send it from the email you use with the provider.
• A signed letter we send for you, where we offer it on your account. You sign a Letter of Authority for that one provider and that one request, and we send that letter to the provider by email or, where the provider only accepts letters by post, by post with a covering letter. When we post it, we email you a copy of what we sent. Your authority covers only that letter and ends after 60 days or when the request is closed.

The cancel screen tells you which way you are using before you confirm. We only offer to send something for you when we can actually do so.

Before you confirm or send anything, please check the provider, the account details, the cancellation timing and the wording.

Only cancel accounts that are yours, or that you are authorised to act for. Do not ask us to send something you know is false.

Confirming one cancellation does not authorise anything else, such as other messages or other providers.

The app keeps these stages separate:

• Ready to review: we have prepared what is needed.
• Opened or sent: you have opened the official steps or sent the notice, or we have sent your signed letter.
• Being verified: you told us you submitted it, or the provider has not yet confirmed.
• Confirmed: we have evidence from the provider that the contract has ended or will end.

A message being prepared, sent or delivered is not proof that the provider accepted it.

The provider controls its own systems and decisions. We cannot guarantee that a provider will:

• receive, read or accept a request;
• respond within a particular time;
• end the contract on a particular date;
• stop future payments before the next one is due, or stop a trial turning into a paid plan;
• refund a past payment, or waive a minimum term, notice period or amount you owe.

Contract terms, notice periods, identity checks and amounts already owed can all affect the outcome.

Please:

• keep a copy of what was sent and any reply;
• watch for emails from the provider and finish any extra steps it asks for;
• check the date the cancellation takes effect;
• check your next statements, and contact the provider straight away if payments continue.

If a provider ignores you, you may need to contact it again through its official channels, or get help from an independent advice service such as Citizens Advice.

Asking a provider to end a contract does not block a card payment or cancel a direct debit. Stopping a payment does not end a contract, and you may still owe money under it.

NetQuiid does not stop or block payments.

Preparing or sending a cancellation is administrative help. We are not acting as your solicitor, and a letter is not a guarantee that every legal or contractual requirement is met. For a dispute or a large amount, consider independent legal or consumer advice.

On Lower your bills, we prepare a case for the bill you choose, using your own information. This may include what you pay, your contract dates, any price rise recorded for the bill and any better price you tell us you have found. We also provide general information about your rights.

You choose how to proceed.

You contact the provider yourself

You can contact your provider by phone, online or from your own email, using the script or email we prepare.

A signed request we send for you

Where this service is available on your account, you can ask NetQuiid to send a signed request to your provider. You sign a Limited Letter of Authority for one provider and one price-review request. It asks the provider to review your price and tell you its best available offer for you to stay.

We send the request from negotiations@netquiid.com, with a PDF copy of your signed letter. Where the provider only accepts letters by post, we post the signed request with a covering letter instead and email you a copy of what we sent. Where the provider replies to the request-specific email address, we route the reply to your request and make it available to you.

Your authority covers that one price-review request only. It ends when you close the request, when 60 calendar days have passed since signing, or when you withdraw it. We stop taking further action under that authority as soon as we receive your withdrawal, subject to actions already taken and any applicable legal or record-retention obligations.

A negotiation request never allows NetQuiid to accept an offer, agree a new contract, change your plan, cancel your account or make or agree to any payment on your behalf. You decide on every offer yourself and agree any changes directly with your provider.

When you tell us about an offer, we estimate what it could save you each month, each year and over any new contract, using the information you provide. We also highlight whether the offer introduces a new minimum term.

These figures are estimates based on your information. They are not financial advice or a recommendation that you should accept the offer.

We only count a saving as confirmed when the provider confirms the new price in writing. Once connected banking is available for your account, a supported connected bank account may also provide evidence of the lower charge, where the available transaction information is sufficient to verify it.

Until connected banking is available for your account, savings must be confirmed through written confirmation from the provider.

When a saving is confirmed, we update the price NetQuiid tracks for that bill.

We cannot guarantee that a provider will lower your price, reply to a request or keep an offer open.

Cancellation help and the negotiation case, scripts and offer checker are free.

Signed letters and requests that NetQuiid sends to your provider are included in NetQuiid Plus, as set out in the Paid Plan Terms.

Nothing in these terms removes your rights under consumer law.

If you think we handled a cancellation or a negotiation badly, email cancellations@netquiid.com. We will look at the records we hold and explain what happened. See our Complaints Procedure.

Veto Swarm Intelligence Ltd, trading as NetQuiid

• Company number 17002319, registered in England and Wales
• ICO registration ZC189766
• Registered office: 5 Brayford Square, London, E1 0SG, United Kingdom
• General enquiries: contact@netquiid.com
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