How to end your Dext subscription in the UK

What is Dext?

Dext is a leading cloud-based accounting software platform designed primarily for accountants, bookkeepers, and small business owners across the UK. Originally launched as Receipt Bank in 2010 before rebranding to Dext in 2020, the service has established itself as a powerful tool for automating data entry and streamlining financial workflows. The platform uses optical character recognition (OCR) technology to extract information from receipts, invoices, and other financial documents, then automatically pushes this data into your accounting software.

The core functionality revolves around simplifying expense management and bookkeeping tasks. Users can submit documents by photographing receipts with their mobile device, forwarding invoices via email, or uploading files directly through the web interface. Dext then processes these documents, extracting key details such as supplier names, dates, amounts, VAT information, and line items. This extracted data integrates seamlessly with popular accounting platforms including Xero, QuickBooks, Sage, and FreeAgent.

Most importantly, Dext has become particularly popular among UK accounting practices who use it to serve multiple clients. The platform offers practice management features that allow accountants to oversee numerous client accounts from a single dashboard, making it an efficient solution for firms handling bookkeeping for dozens or even hundreds of businesses. However, despite its popularity, many users eventually find themselves needing to cancel their subscriptions for various reasons, which we'll explore throughout this guide.

Keep in mind that Dext operates as a subscription-based service with various pricing tiers depending on your needs. The company is headquartered in London and serves customers across the United Kingdom and internationally, though this guide focuses specifically on cancellation procedures for UK-based subscribers.

Plans, features and pricing

Understanding Dext's pricing structure is essential before proceeding with cancellation, as different plans may have varying contract terms and notice requirements. Dext offers several subscription tiers designed to accommodate different user types and business sizes.

Individual and small business plans

For sole traders and small businesses, Dext typically offers entry-level plans that focus on basic document processing capabilities. These plans generally include a monthly allowance of documents you can submit, with pricing scaling based on volume. The Starter plans usually accommodate businesses with modest bookkeeping needs, processing anywhere from 50 to 250 items per month.

Mid-tier plans increase the monthly document allowance and often include additional features such as enhanced support, faster processing times, and more sophisticated data extraction capabilities. These plans suit growing businesses with more complex financial workflows and higher transaction volumes.

Accountant and practice plans

Dext offers specialized pricing for accounting practices, which represents a significant portion of their customer base. These plans allow accountants to manage multiple client accounts under a single subscription, with pricing typically based on the number of clients served rather than individual document volumes. Practice plans include collaborative features, client management dashboards, and tools for delegating work within accounting teams.

Additionally, Dext occasionally offers annual subscription options that provide a discount compared to monthly billing. Whilst these annual plans can save money upfront, they often come with more restrictive cancellation policies, which makes understanding your specific contract terms absolutely critical.

Enterprise solutions

Larger accounting firms and enterprises can negotiate custom pricing arrangements with Dext. These bespoke agreements typically include higher document volumes, dedicated account management, custom integrations, and service level agreements. Enterprise contracts often involve longer commitment periods and may require more formal cancellation procedures.

Keep in mind that pricing can fluctuate based on promotional offers, regional variations, and changes to Dext's pricing strategy. Always verify your specific subscription cost and terms by reviewing your original purchase agreement and current billing statements before initiating cancellation.

Terms of service and cancellation policy

Before you proceed with cancelling your Dext subscription, understanding the company's terms of service and cancellation policy is absolutely essential. These contractual obligations determine your notice requirements, potential refund eligibility, and the proper procedures you must follow.

Standard cancellation terms

Dext's cancellation policy varies depending on whether you're on a monthly or annual subscription. For monthly subscribers, the platform typically operates on a rolling contract basis, meaning your subscription automatically renews each month unless you provide cancellation notice. Most importantly, you generally need to cancel before your next billing date to avoid being charged for another month.

Annual subscribers face more complex situations. If you've committed to a yearly contract, Dext's standard terms usually require you to honour the full contract period. Early cancellation of annual plans may not result in a refund for unused months, though exceptions sometimes apply in specific circumstances such as business closure or genuine financial hardship.

Notice period requirements

UK subscription law requires companies to provide clear cancellation procedures, but the notice period can vary. For Dext subscriptions, you should typically provide at least 30 days' notice before your desired cancellation date. However, some contract variations may require longer notice periods, particularly for practice or enterprise agreements.

Additionally, the Consumer Rights Act 2015 provides certain protections for UK consumers, including a 14-day cooling-off period for new subscriptions purchased online. If you've only recently subscribed to Dext, you may be entitled to cancel within this period and receive a full refund, regardless of the standard cancellation terms.

Data retention and export

One critical aspect often overlooked during cancellation involves your stored data. Dext's terms typically specify how long your documents and extracted data remain accessible after cancellation. In most cases, you'll retain access until your paid subscription period ends, but the platform may delete your data after a certain period following cancellation.

Most importantly, you should export all your documents, reports, and extracted data before cancelling. Dext provides export functionality, but recovering data after your account closes can be difficult or impossible. Take time to download everything you might need for future reference or tax purposes.

Automatic renewal clauses

Like many subscription services, Dext includes automatic renewal clauses in their contracts. These provisions mean your subscription continues indefinitely until you actively cancel. The company should send renewal reminders before charging your payment method, but relying solely on these notifications is risky. Keep your own calendar reminders about billing dates and cancellation deadlines.

Cancelling by post - the complete guide

Whilst many modern services push customers toward online cancellation methods, sending a formal cancellation letter by post remains the most reliable and legally robust approach for terminating your Dext subscription. This method creates an indisputable paper trail and ensures your cancellation request receives proper attention.

Why postal cancellation is most reliable

First, postal cancellation provides concrete proof of your cancellation request. When you send a letter via Recorded Delivery, you receive tracking information and confirmation that Dext received your correspondence. This documentation becomes invaluable if disputes arise about whether you properly cancelled or when your notice period began.

Next, written cancellation requests carry more legal weight than online form submissions or email requests. If Dext continues charging you after proper notice, a Recorded Delivery receipt strengthens any complaint to your bank, credit card company, or regulatory authorities. Additionally, postal letters often receive priority attention from customer service departments, as they indicate a customer who's serious about cancellation and aware of their rights.

Keep in mind that online cancellation portals sometimes experience technical issues, timeout errors, or unclear confirmation processes. You might click "cancel" but never receive definitive confirmation that your request was processed. Postal cancellation eliminates this uncertainty entirely.

Preparing your cancellation letter

Before drafting your letter, gather all relevant information about your Dext subscription. You'll need your account number or customer reference, the email address associated with your account, your full name as it appears on the subscription, and details of your current plan. Additionally, review your last invoice to confirm your billing cycle and next payment date.

Your cancellation letter should be concise, professional, and include specific details. State clearly that you're cancelling your subscription, provide your account information, specify your desired cancellation date (or state that you're cancelling with immediate effect subject to any required notice period), and request written confirmation of the cancellation.

Most importantly, keep your letter factual and avoid lengthy explanations about why you're cancelling. Whilst you might feel compelled to explain your reasons, excessive detail can sometimes complicate straightforward cancellation requests. A brief, businesslike letter receives faster processing than an emotional multi-page explanation.

The postal cancellation process step-by-step

First, write or type your cancellation letter on clean paper, ensuring all text is clearly legible. Include your full contact details at the top, followed by the date, then Dext's official correspondence address. After the address, write a clear subject line such as "Formal Notice of Subscription Cancellation."

Next, in the body of your letter, state your intention to cancel, provide your account details, and specify your cancellation date. Request written confirmation within 14 days and indicate how you'd like to receive this confirmation (post or email). Sign the letter by hand if submitting a physical copy, and keep a photocopy or scan for your records.

Additionally, you should send your cancellation letter via Royal Mail Recorded Delivery. This service costs a few pounds but provides tracking and proof of delivery, which is essential for protecting your interests. Visit your local Post Office, explain that you need Recorded Delivery, and keep the receipt they provide. This receipt includes a tracking reference you can use to confirm delivery online.

Official Dext correspondence address

Your cancellation letter must be sent to Dext's official UK correspondence address. Send your Recorded Delivery letter to:

• Dext
• 2nd Floor
• 6 Mitre Passage
• Greenwich Peninsula
• London
• SE10 0ER
• United Kingdom

Keep in mind that sending your letter to any other address, including addresses found on invoices that might be for different Dext entities or departments, could delay your cancellation. Always use this official correspondence address for cancellation requests.

Timeline and what to expect

After posting your cancellation letter, Royal Mail Recorded Delivery typically achieves next-day delivery to London addresses, though you should allow up to three working days. You can track your letter's progress using the reference number from your Post Office receipt by visiting the Royal Mail website.

Once Dext receives your letter, their customer service team should process your cancellation request within five to ten working days. You should receive written confirmation acknowledging your cancellation and confirming your final billing date. If you don't receive confirmation within 14 days of confirmed delivery, follow up with a second letter referencing your original correspondence.

Most importantly, monitor your bank account or credit card statements after your intended cancellation date. If Dext charges you after proper cancellation notice, contact your bank immediately to dispute the transaction, providing your Recorded Delivery receipt and copy of your cancellation letter as evidence.

Using Postclic for streamlined postal cancellation

Whilst you can certainly handle postal cancellation yourself, services like Postclic offer a more convenient alternative that maintains all the legal benefits of traditional post. Postclic allows you to create, send, and track cancellation letters entirely online, eliminating trips to the Post Office whilst still providing the proof and reliability of Recorded Delivery.

The platform handles the printing, envelope preparation, and posting of your letter, then provides digital proof of postage and delivery confirmation. This approach saves considerable time, particularly if you're cancelling multiple subscriptions or have limited mobility. Additionally, Postclic ensures professional formatting and proper addressing, reducing the risk of errors that might delay your cancellation.

Keep in mind that using a service like Postclic still gives you the same legal protections as sending letters yourself, as the correspondence is still sent via Royal Mail's tracked services. The main advantages are convenience and the assurance that your letter is properly formatted and addressed.

Tips from former members

Having processed thousands of subscription cancellations, I've gathered insights from numerous former Dext users who've successfully navigated the cancellation process. These real-world tips can help you avoid common pitfalls and ensure smooth subscription termination.

Export your data before cancelling

First and most importantly, download all your documents and data before submitting your cancellation notice. Several former users reported losing access to years of receipts and invoices because they assumed data would remain accessible longer than it actually did. Dext provides export functionality, so take advantage of it immediately. Download everything in multiple formats if possible, and store backups in at least two separate locations.

Additionally, if you're an accountant managing multiple client accounts, coordinate with your clients before cancelling. Ensure they have copies of their documents or that you've transferred everything to their new bookkeeping system. One accounting practice shared that they faced significant client relationship damage when historical documents became inaccessible after cancellation.

Time your cancellation strategically

Next, consider timing your cancellation to align with your billing cycle. Former members recommend cancelling at least 45 days before your renewal date for monthly subscriptions, giving ample time for processing and avoiding any last-minute complications. For annual subscriptions, set calendar reminders at least 60 days before renewal to review whether you want to continue.

Keep in mind that cancelling immediately after renewal means you'll likely pay for a full month or year you won't fully use. If you know you want to cancel, plan ahead and submit your notice to take effect just before the next billing period.

Common reasons people cancel Dext

Understanding why others cancel can help you evaluate your own situation and potentially find alternatives before committing to cancellation. The most common reason former members cite is cost versus usage. Many businesses sign up for Dext during busy periods but then find their transaction volumes don't justify the ongoing expense during quieter months.

Additionally, some users switch to alternative solutions that better integrate with their specific accounting software or offer features more aligned with their workflows. Others cancel because they've closed their business, retired, or changed accountants to a practice that uses different software. Some sole traders report that as their businesses grew, they hired bookkeepers who preferred different tools, making Dext redundant.

Several accounting practices mentioned cancelling after finding the per-client costs became prohibitive as their practice expanded. They switched to alternative platforms with more scalable pricing structures. Others simply found that manual data entry, whilst more time-consuming, was more cost-effective for their particular client mix.

Watch for retention offers

Former members report that Dext sometimes presents retention offers when you attempt to cancel. These might include discounted pricing, free months, or upgraded features. Whilst these offers can provide genuine value, be cautious about accepting them unless they truly address your reasons for cancelling.

Most importantly, if you accept a retention offer, get the terms in writing and understand any new commitment periods. Some users found themselves locked into longer contracts after accepting "special deals" that ultimately didn't resolve their underlying issues with the service.

Dealing with billing disputes

Several former Dext users shared experiences with billing disputes after cancellation. The most common issue involves being charged for an additional billing cycle despite providing proper notice. If this happens to you, remain calm and methodical. Contact Dext's billing department with your Recorded Delivery receipt and cancellation letter, clearly stating that you provided proper notice.

If Dext doesn't resolve the dispute satisfactorily within 30 days, escalate to your bank or credit card company. UK financial institutions take unauthorized charges seriously, particularly when you can provide proof of cancellation. Additionally, you can report the issue to the Financial Ombudsman Service if the dispute involves significant amounts or if Dext refuses to acknowledge your proper cancellation.

Alternative solutions after cancellation

Former members frequently ask about alternatives after leaving Dext. Popular options include Xero's built-in receipt capture functionality, QuickBooks' document management features, or competitors like Hubdoc (now part of Xero) and AutoEntry. Some users return to manual data entry, finding that for lower transaction volumes, the time investment is manageable and eliminates ongoing subscription costs.

Keep in mind that switching to a new platform requires time investment for setup and learning. Plan this transition before cancelling Dext so you don't experience gaps in your bookkeeping workflow. Several accountants recommend running both systems in parallel for a month to ensure the new solution meets your needs before fully committing to the switch.

Maintaining professional relationships

Finally, even if you're frustrated with Dext or eager to leave, maintain professional communication throughout the cancellation process. Several former users noted that they eventually returned to Dext after trying alternatives, and having cancelled professionally made reactivation straightforward. Additionally, the accounting and bookkeeping industry is relatively small, and maintaining positive relationships with software providers can benefit your professional reputation.

When you send your cancellation letter, keep the tone businesslike and courteous. If customer service representatives contact you about your cancellation, treat them respectfully even if you're dissatisfied with the service. These individuals are doing their jobs and often have limited control over the policies you might find frustrating.

Most importantly, remember that cancelling a subscription is your legal right as a consumer. You don't need to justify your decision or feel guilty about ending a service that no longer meets your needs. Follow the proper procedures, maintain documentation, and move forward confidently with whatever solution better serves your business requirements.