Ending your Acronis membership made easy

About Acronis

Acronis is a global technology company that specialises in cyber protection solutions, offering cloud backup and disaster recovery services to both individual consumers and businesses across the United Kingdom. Founded in 2003, the company has established itself as a leading provider of data protection software, helping users safeguard their digital information against ransomware, hardware failures, accidental deletions, and other data loss scenarios.

The company's flagship consumer product, Acronis Cyber Protect Home Office (formerly known as Acronis True Image), provides comprehensive backup solutions for personal computers, smartphones, and tablets. This means your photos, documents, videos, and system files can be automatically backed up to secure cloud storage, ensuring you never lose important data. In practice, Acronis creates complete disk images of your computer, allowing you to restore your entire system to a previous state if something goes wrong.

Acronis operates in the UK market with a subscription-based model, offering various tiers of service depending on storage capacity and the number of devices you need to protect. The service includes features such as continuous data protection, ransomware protection, and the ability to access your backed-up files from anywhere with an internet connection. As a result, many UK consumers choose Acronis for peace of mind regarding their digital assets.

However, circumstances change, and you may find yourself needing to cancel your Acronis subscription. Common reasons UK customers decide to cancel include finding more cost-effective alternatives, no longer requiring the storage capacity they're paying for, experiencing technical difficulties with the service, or simply deciding to use built-in backup solutions provided by their operating system or cloud storage provider. Whatever your reason, understanding your rights and the proper cancellation procedure is essential to avoid unwanted charges.

Subscription plans and pricing

Acronis offers several subscription tiers for UK consumers, each designed to meet different storage needs and device requirements. Understanding which plan you're currently subscribed to is the first step in the cancellation process, as different plans may have varying terms and conditions. Therefore, reviewing your current subscription details before proceeding with cancellation will help you understand any financial implications.

Current pricing structure

Acronis Cyber Protect Home Office is available in multiple configurations, with pricing that reflects the amount of cloud storage and number of computers you can protect. The company typically offers both annual and monthly billing options, with annual subscriptions generally providing better value per month. This means that if you're on an annual plan, you'll need to consider the timing of your cancellation carefully to maximise the value you've already paid for.

As a consumer, you should be aware that Acronis subscriptions typically auto-renew unless you take action to cancel them. This is a standard practice in the software-as-a-service industry, but it means you must be proactive about cancellation if you don't wish to continue. In practice, many customers discover they've been charged for another year because they forgot about the auto-renewal feature.

Understanding your billing cycle

Your billing cycle determines when you'll next be charged and therefore impacts the optimal timing for cancellation. If you subscribed directly through Acronis, your renewal date will be exactly one year (for annual plans) or one month (for monthly plans) from your original purchase date. Therefore, checking your account details or email confirmation from when you first subscribed will help you identify this crucial date.

Some UK customers purchase Acronis subscriptions through third-party retailers or during promotional periods, which may affect their billing arrangements. As a result, it's important to verify where your subscription originated and who processes your payments. This information will be essential when drafting your cancellation letter, as you need to ensure your request reaches the correct department.

Cancellation terms and conditions

Understanding Acronis's cancellation terms and conditions is fundamental to protecting your consumer rights and ensuring you don't face unexpected charges. Under UK consumer protection law, you have specific rights when it comes to cancelling subscription services, and these rights work alongside the company's own cancellation policy to provide you with protection.

Your legal rights in the UK

The Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 provide you with important protections when purchasing digital services like Acronis. If you purchased your subscription online or over the phone, you have a 14-day cooling-off period during which you can cancel for any reason and receive a full refund. This means that if you've only just subscribed to Acronis and decide it's not right for you, you have an automatic right to cancel within these first two weeks.

However, this cooling-off period only applies if you haven't started using the service. In practice, because Acronis is a digital service that you typically begin using immediately after purchase, the company may have asked you to waive this right when you signed up. Therefore, most customers who wish to cancel after the initial 14 days will need to follow the standard cancellation procedure outlined in Acronis's terms of service.

Acronis cancellation policy

Acronis's standard cancellation policy requires customers to provide notice before their next billing date to avoid being charged for another subscription period. The company typically requires you to cancel at least 24 to 48 hours before your renewal date, though it's advisable to provide more notice to ensure your cancellation is processed in time. As a result, waiting until the last minute could result in an unwanted charge that may be difficult to reverse.

When you cancel your Acronis subscription, you generally retain access to the service until the end of your current billing period. This means you won't receive a pro-rata refund for any unused time remaining on your subscription. In practice, this policy is standard across the software industry, but it's important to understand so you can time your cancellation appropriately and continue to use the service you've already paid for.

Refund eligibility

Acronis's refund policy is typically restrictive outside the initial cooling-off period. If you're cancelling mid-subscription, you should not expect to receive a refund for the remaining months unless there are exceptional circumstances, such as the service failing to perform as advertised or a breach of contract by the company. Therefore, documenting any service issues you've experienced can be valuable if you believe you're entitled to a refund.

Notice period requirements

To protect yourself as a consumer, you should always provide written notice of cancellation well in advance of your renewal date. While Acronis may not legally require more than 24-48 hours' notice, providing at least 7-14 days' notice demonstrates good faith and gives the company adequate time to process your request. This approach also protects you if there are any delays in postal delivery or internal processing.

How to cancel Acronis by post

Cancelling your Acronis subscription by post is the most reliable method for UK consumers who want documented proof of their cancellation request. While many companies encourage online cancellation methods, postal cancellation provides you with tangible evidence that you've fulfilled your obligation to notify the company of your intention to cancel. This means you have protection if any disputes arise about whether your cancellation was received or processed.

Why postal cancellation is recommended

Sending your cancellation request by post, specifically using Royal Mail Recorded Delivery or Special Delivery, creates an official paper trail that online methods cannot match. When you cancel online, you're often dependent on receiving a confirmation email, which may go missing or could be disputed. In practice, email confirmations can end up in spam folders, servers can experience issues, and screenshots can be questioned. As a result, postal cancellation with proof of delivery provides the strongest evidence that you've met your contractual obligations.

Furthermore, UK consumer law recognises written postal communication as a formal method of contract termination. This means that if Acronis were to claim they never received your cancellation request, your proof of postage and delivery serves as legal evidence. Therefore, despite living in a digital age, traditional post remains the gold standard for important contractual communications like subscription cancellations.

Preparing your cancellation letter

Your cancellation letter should be clear, concise, and include all necessary information to identify your account and process your request. At minimum, you must include your full name as it appears on your Acronis account, your email address associated with the account, your customer reference number or subscription ID if available, and a clear statement that you wish to cancel your subscription. This means gathering this information from your account dashboard or confirmation emails before drafting your letter.

Additionally, you should specify the date from which you want the cancellation to take effect. In practice, requesting cancellation from the end of your current billing period is most straightforward and ensures you receive the full value of your current subscription. Include the date you're writing the letter and request written confirmation of your cancellation, including confirmation that no further payments will be taken from your account.

Information to include in your letter

To ensure your cancellation is processed smoothly, your letter must contain specific details that allow Acronis to locate your account and action your request without delay. Therefore, being thorough in your initial communication reduces the likelihood of back-and-forth correspondence that could delay your cancellation.

• Your full name exactly as it appears on your Acronis account
• The email address registered to your Acronis account
• Your postal address for correspondence
• Your Acronis customer ID, subscription number, or order reference
• A clear statement: "I am writing to cancel my Acronis subscription"
• Your preferred cancellation date (typically end of current billing period)
• Request for written confirmation of cancellation
• Request for confirmation that no further payments will be collected
• Your signature and the date

Sending your cancellation letter

Once you've prepared your cancellation letter, you must send it using a tracked postal service to ensure you have proof of delivery. Royal Mail Recorded Delivery is the recommended option for UK consumers, as it provides tracking information and requires a signature upon delivery. This means you'll receive confirmation that your letter reached Acronis, which is crucial evidence if any disputes arise about whether they received your cancellation request.

Special Delivery is an alternative option that provides even faster delivery and enhanced tracking, though it costs more than Recorded Delivery. In practice, either service is suitable for cancellation letters, and the choice depends on how urgently you need the letter to arrive and your budget. The key point is that you must use a tracked service rather than standard post, as standard post provides no proof of delivery.

The postal address for Acronis cancellations

When sending your cancellation letter, you must ensure it reaches the correct address for Acronis's UK operations or their registered office. As a consumer, using the correct postal address is essential because sending your cancellation to the wrong location could delay processing and potentially result in additional unwanted charges. Therefore, always verify the current postal address before sending your letter.

For Acronis International GmbH (which operates in the UK), correspondence should be sent to their European office. However, if you purchased through a UK-specific entity or reseller, you may need to send your cancellation to a different address. In practice, checking your original purchase confirmation or subscription agreement will often indicate the correct address for correspondence.

As Acronis's corporate structure includes multiple entities serving different regions, and as companies occasionally relocate offices, it's important to verify the current postal address before sending your cancellation. You can typically find the correct address on your most recent invoice, in the terms and conditions you agreed to when subscribing, or on the company's official website under their contact information or legal notices section.

Using Postclic for tracked cancellation letters

For UK consumers who want to ensure their cancellation letter is properly formatted, tracked, and delivered without the hassle of visiting a post office, services like Postclic offer a convenient alternative. Postclic allows you to send your cancellation letter digitally, and they handle the printing, envelope preparation, and posting using Royal Mail Tracked 24 service. This means you get the reliability of postal cancellation with the convenience of digital submission.

The benefit of using such a service is that you receive digital proof of postage and delivery tracking, all accessible through your online account. In practice, this combines the legal strength of postal communication with modern convenience. You don't need to worry about correct formatting, printing, or queuing at the post office, yet you still receive the same legal protections as if you'd sent the letter yourself. As a result, services like Postclic can save time while ensuring your cancellation is handled properly.

Keeping records of your cancellation

Maintaining comprehensive records of your cancellation is essential for protecting your consumer rights. You should keep copies of your cancellation letter, your proof of postage receipt, tracking information showing delivery, and any subsequent correspondence from Acronis. This means creating a dedicated folder (physical or digital) where you store all cancellation-related documents together.

If you sent your letter by Recorded Delivery or Special Delivery, you'll receive a receipt with a tracking number. Keep this receipt safe and check the Royal Mail tracking website to confirm when your letter was delivered and who signed for it. In practice, this tracking information serves as proof that Acronis received your cancellation request, which is invaluable if they later claim they never received it.

Following up on your cancellation

After sending your cancellation letter, you should monitor your email for confirmation from Acronis. Most companies will send an email acknowledging receipt of your cancellation and confirming the effective date. However, if you don't receive confirmation within 5-7 working days of delivery, you should follow up. Therefore, checking your tracking information to confirm delivery, then allowing a reasonable processing time before following up, strikes the right balance.

If you don't receive confirmation and your renewal date is approaching, you may need to send a second letter or escalate your concern. In practice, mentioning in your follow-up that you have proof of delivery of your original cancellation request often prompts faster action. As a consumer, you're entitled to timely responses to cancellation requests, and persistence is sometimes necessary to ensure your rights are respected.

What to do if charges continue

If Acronis takes payment after you've cancelled, you have several options to recover your money. First, contact your bank or credit card provider immediately to dispute the charge. UK banks have processes for handling disputed transactions, and you can typically file a chargeback claim if you have evidence that you cancelled the service. This means your proof of postage and delivery becomes crucial evidence in your dispute.

Additionally, you should write to Acronis again, referencing your original cancellation letter and providing your proof of delivery. Request an immediate refund and warn that you'll escalate the matter if necessary. In practice, companies often resolve these issues quickly when presented with clear evidence of proper cancellation. If this doesn't work, you can file a complaint with your bank's dispute resolution service or seek assistance from Citizens Advice.

Customer reviews and tips

Understanding other UK customers' experiences with Acronis can help you navigate the cancellation process more effectively and avoid common pitfalls. Many consumers have shared their experiences online, providing valuable insights into what works and what challenges you might face. Therefore, learning from others' experiences can save you time and frustration.

Common customer experiences

Many UK customers report that Acronis provides reliable backup services but find the cancellation process less straightforward than they'd like. A recurring theme in customer reviews is difficulty finding clear cancellation instructions on the Acronis website, with some users reporting that the cancellation option is buried deep within account settings or not clearly explained. As a result, many customers resort to contacting customer service, which can involve wait times and multiple interactions.

Some customers have reported positive experiences where their cancellation was processed smoothly after sending a written request, with confirmation received within a few days. Others, however, have encountered situations where their cancellation wasn't processed correctly, resulting in unwanted renewal charges. In practice, these mixed experiences highlight why maintaining thorough documentation of your cancellation is so important.

Auto-renewal concerns

A significant number of customer complaints relate to auto-renewal charges that customers weren't expecting or had forgotten about. While auto-renewal is disclosed in Acronis's terms and conditions, some customers report not receiving adequate advance notice that their subscription was about to renew. This means that staying proactive about tracking your renewal date, rather than relying on reminder emails, is essential.

Several customers have successfully disputed auto-renewal charges by demonstrating they sent cancellation requests before the renewal date but the company failed to process them. Therefore, this underscores the importance of sending your cancellation well in advance and using a tracked postal service that provides proof of delivery. Your evidence becomes your protection if processing errors occur.

Tips from experienced customers

Based on collective customer experiences, several practical tips emerge for UK consumers cancelling Acronis subscriptions. First, set a calendar reminder at least 30 days before your renewal date to begin the cancellation process. This buffer gives you ample time to prepare and send your letter, account for postal delivery, and follow up if necessary. In practice, this advance planning prevents the stress of last-minute cancellation attempts.

Second, always download any important files from your Acronis cloud storage before cancelling, as you'll lose access once your subscription ends. While Acronis typically maintains your access until the end of your paid period, it's wise to retrieve your data early in case of any processing errors. This means you won't be in a position where you need to maintain your subscription longer than intended just to access your files.

Dealing with customer service

If you need to contact Acronis customer service for any reason during the cancellation process, several customer tips can make the interaction more productive. Always reference your cancellation letter and proof of delivery in any communications. This immediately establishes that you've followed proper procedures and shifts the burden to the company to explain any processing issues. Therefore, leading with evidence tends to produce faster resolutions.

Keep detailed notes of any customer service interactions, including the date, time, name of the representative you spoke with, and what was discussed or promised. In practice, this documentation becomes valuable if you need to escalate your complaint or demonstrate that the company failed to honour commitments made during customer service calls. UK consumer protection relies partly on your ability to evidence what occurred, so thorough record-keeping serves your interests.

Alternative backup solutions

Many customers who cancel Acronis do so because they've found alternative backup solutions that better suit their needs or budget. Popular alternatives among UK consumers include built-in operating system backup tools like Windows Backup or Time Machine for Mac users, which are free but require external storage drives. Cloud storage services like Google Drive, Microsoft OneDrive, or Dropbox offer varying amounts of free storage and can serve basic backup needs for important documents.

Other customers switch to competing backup services such as Backblaze, Carbonite, or IDrive, which may offer different pricing structures or features. In practice, comparing alternatives before cancelling ensures you have a backup solution in place, as going without any data protection is risky. Therefore, researching and implementing your alternative solution before cancelling Acronis ensures continuity of protection for your important files.

Learning from cancellation challenges

Some customers have shared experiences where their cancellation process encountered obstacles, providing valuable lessons for others. One common issue is discovering that cancellation terms differ depending on where you purchased your Acronis subscription. If you bought through a third-party retailer or as part of a bundle with other software, your cancellation process might need to go through that retailer rather than directly to Acronis. As a result, checking your purchase confirmation to identify who actually processes your subscription payments is an important first step.

Another lesson from customer experiences is the importance of cancelling payment authorisations with your bank after successfully cancelling your subscription. While Acronis should stop attempting to collect payment once your subscription is cancelled, some customers report that having a payment authorisation on file can occasionally lead to erroneous charges. Therefore, contacting your bank to cancel any recurring payment authority to Acronis provides an additional layer of protection, though you should only do this after your cancellation is confirmed to avoid breaching your contract.

Final recommendations for UK consumers

Drawing on both consumer rights principles and practical customer experiences, several final recommendations will help ensure your Acronis cancellation proceeds smoothly. First, treat cancellation as a formal contractual matter requiring the same care you'd give to any important legal correspondence. This means being thorough, keeping records, and following up to ensure completion. In practice, this professional approach minimises the risk of problems and demonstrates your seriousness if disputes arise.

Second, understand that while cancellation can sometimes feel like an adversarial process, most issues result from administrative errors rather than deliberate obstruction. Therefore, maintaining a polite but firm tone in your communications typically produces better results than aggressive demands. However, don't hesitate to assert your legal rights if the company fails to honour your cancellation or attempts to charge you after proper notice.

Finally, remember that as a UK consumer, you have strong legal protections under consumer rights legislation. If you follow proper cancellation procedures, maintain evidence of your actions, and the company still fails to process your cancellation or refund inappropriate charges, you have recourse through your bank's dispute process, regulatory complaints to relevant authorities, and ultimately through small claims court if necessary. This means you're not powerless if problems occur, but your evidence and documentation determine how effectively you can exercise these rights.

Cancelling any subscription service requires attention to detail and proactive management, but by understanding your rights, following proper procedures, and maintaining thorough records, you can successfully cancel your Acronis subscription and avoid unwanted charges. The postal cancellation method, while perhaps seeming old-fashioned, remains the most reliable approach for UK consumers who want certainty and proof that their cancellation request was received and should be actioned. Whether you handle the posting yourself or use a service like Postclic to manage the process, the key is ensuring you have documented evidence of your cancellation request being delivered to Acronis before your next billing date.