Adam Frankel
General Counsel · Technology & AI
15+ years as General Counsel to technology, cloud & AI companies
Letter to cancel a service arranged online, over the phone or by mail order by Citizens Advice
Open Legal LibraryUpdated 3 Nov 2025
The Citizens Advice template letter to cancel a service arranged online, by phone, or by mail order helps consumers terminate the contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It is part of Citizens Advice’s widely trusted library of open, lawyer-vetted letter templates.
Letter to cancel a service arranged online, over the phone or by mail order
[consumer name]
[consumer address line 1]
[consumer address line 2]
[consumer phone]
[consumer email]
[provider name]
[provider address line 1]
[provider address line 2]
[letter date]
Reference number: [reference number]
To whom it may concern,
Re: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
I recently entered into a contract to buy the following service:
[describe service purchased]
Under the above Regulations, I would like to cancel the contract.
Yours faithfully,
[consumer name]
About this template
What is this template?
This is a formal notice of cancellation for service contracts concluded away from business premises. It is not a request for a refund on faulty goods or a general complaint letter. It contains a specific reference to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
When should you use it?
Use this when you have changed your mind about a service like a mobile phone contract or broadband within the statutory 14-day cooling-off period. Use a formal complaint letter instead if the service provider has breached the terms of the agreement.
What's inside
| Clause | Name | What it does |
|---|---|---|
| Body Paragraph | Notice of Cancellation | Invokes a formal request to cancel a contract for services based on specific legal regulations. |
| Subject Line | Statutory Citation | Identifies the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 as the legal basis for the cancellation. |
Who it's for
- a consumer in the United Kingdom canceling a service bought online or by telephone
- an individual invoking their statutory rights under the 2013 Consumer Contracts Regulations
How long it runs and how it's signed
How long
Used once
Signed by
consumer
Witness
Not required
Notarisation
Not required
Law it's drafted under
Governed by
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
England & Wales note
This version is drafted for England & Wales. Scotland and Northern Ireland differ on some points — for example notice periods and tribunal procedure. Tell GitLaw where you hire and it adjusts the draft.
Jurisdiction
England & Wales
Source
Document info
HTML document. Document created on Fri Sep 26th, 2025. Last updated on Mon Nov 3rd, 2025.
This document is public
Licensed under Proprietary / All Rights Reserved.
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