Ending your Drift membership made easy

About Drift

Drift is a conversational marketing and sales platform that helps businesses connect with potential customers through live chat, chatbots, and automated messaging. Founded in 2015, Drift has positioned itself as a leader in what they call "conversational marketing" – essentially replacing traditional web forms with real-time conversations that happen directly on your website.

The platform integrates chat functionality, email marketing, video messaging, and meeting scheduling into one system. When visitors land on your website, Drift's tools can automatically engage them with personalised messages, qualify leads through chatbot conversations, and route high-value prospects directly to your sales team. It's particularly popular among B2B companies and SaaS businesses looking to accelerate their sales pipeline.

Drift operates globally, including throughout the UK, where businesses of all sizes use the platform to manage customer interactions. The software integrates with major CRM systems like Salesforce, HubSpot, and Marketo, making it a comprehensive solution for companies wanting to centralise their customer communication strategy.

However, many UK businesses find themselves needing to cancel their Drift subscription for various reasons. The platform can be quite expensive, especially for smaller companies or those who haven't seen the expected return on investment. Some organisations discover that their team doesn't have the resources to manage and optimise the platform effectively, whilst others simply find that their customers prefer more traditional communication methods. Additionally, businesses going through restructuring or budget cuts often need to eliminate non-essential software subscriptions, and Drift frequently falls into this category.

Plans, features and pricing

Drift offers several pricing tiers designed to accommodate different business sizes and needs. Understanding what you're paying for is crucial when you're considering cancellation, as it helps you evaluate whether you're getting value from the features you're actually using.

Pricing structure overview

Drift's pricing model is notably complex and often requires speaking with their sales team for exact quotes, which is itself a red flag for many businesses seeking transparency. However, the general structure includes multiple tiers with varying capabilities.

Most importantly, Drift typically requires annual contracts, which means you're committing to substantial expenditure upfront. This annual commitment is one of the primary reasons businesses seek cancellation guidance – they want to ensure they're not automatically renewed for another expensive year.

Common features across plans

All Drift plans include basic live chat functionality, allowing your team to communicate with website visitors in real-time. You'll get access to their chatbot builder, though the sophistication of what you can create varies significantly between tiers. Email integration is standard, as is the meeting scheduler that lets prospects book time directly with your sales team.

The platform also provides conversation routing, which directs chats to appropriate team members based on rules you set. Analytics dashboards show conversation volumes, response times, and conversion metrics. However, many users find these features overwhelming or underutilised, particularly if they don't have dedicated staff to manage the platform.

Why businesses cancel Drift subscriptions

From my experience processing cancellations, several patterns emerge consistently. First, the cost-to-value ratio simply doesn't work for many businesses. Paying £30,000 or more annually for a chat platform feels excessive when you're not seeing proportional revenue increases.

Additionally, Drift requires significant time investment to set up properly and maintain. Businesses often sign up expecting a plug-and-play solution but discover they need dedicated resources to write chatbot scripts, monitor conversations, and continuously optimise performance. Smaller teams particularly struggle with this commitment.

Technical complexity is another common complaint. Whilst Drift markets itself as user-friendly, many businesses find the learning curve steep and the interface cluttered. When team members avoid using the platform because it's confusing, you're essentially paying for software that sits idle.

Finally, some businesses discover their customers simply don't engage with chat interfaces as expected. If your target audience prefers phone calls, emails, or in-person meetings, a sophisticated chat platform becomes an expensive solution to a non-existent problem.

Terms of service and cancellation policy

Understanding Drift's contractual terms is absolutely essential before you attempt cancellation. This is where many businesses make costly mistakes, so pay close attention to these details.

Contract duration and renewal terms

Drift typically operates on annual contracts with automatic renewal clauses. This means unless you provide proper notice before your renewal date, you'll be committed to another full year of service. The automatic renewal is a significant issue because it catches many businesses off guard – suddenly you're locked into another £30,000+ commitment you weren't planning for.

Keep in mind that Drift's terms usually require written notice of cancellation, and this notice must be provided within a specific timeframe before your renewal date. Most commonly, you'll need to give 30 to 60 days' notice, though this varies depending on your specific contract. Check your agreement carefully for the exact requirement.

Notice period requirements

The notice period is where postal cancellation becomes particularly important. When you send cancellation notice by post, especially via Recorded Delivery, you create indisputable proof of when you provided notice. This matters enormously if there's any dispute about whether you cancelled within the required timeframe.

For example, if your contract renews on 1st March and requires 60 days' notice, you must ensure your cancellation letter is received by 1st January at the latest. However, I always recommend adding extra buffer time – send your letter at least 75-90 days before renewal to account for postal delays and processing time on Drift's end.

UK legal protections for business contracts

In the UK, business-to-business contracts like your Drift subscription aren't covered by the same consumer protection laws that apply to personal purchases. This means you can't rely on the Consumer Rights Act or the 14-day cooling-off period that consumers enjoy. Your cancellation rights are determined entirely by the contract you signed.

However, UK contract law does require that terms be fair and clearly communicated. If Drift included cancellation terms that weren't clearly explained when you signed up, you may have grounds to challenge them. Additionally, if Drift has materially breached the contract – for example, by failing to provide services as promised – you might have grounds for early termination without penalty.

Refund policies and final billing

Most importantly, understand that Drift typically doesn't offer refunds for unused portions of annual contracts. If you've paid £36,000 for a year of service and cancel after six months, you generally won't receive £18,000 back. This is standard practice for enterprise software, but it's worth knowing upfront.

Your final bill should reflect any outstanding charges but shouldn't include renewal fees if you've cancelled properly within the notice period. Review your final invoice carefully and challenge any charges that seem incorrect. Having postal proof of your cancellation date is invaluable if billing disputes arise.

Cancelling by post - the complete guide

Postal cancellation is unquestionably the most reliable method for terminating your Drift subscription, particularly for a high-value business contract. Here's why this matters and exactly how to do it properly.

Why postal cancellation is your best option

First, postal cancellation creates a permanent paper trail that's legally recognised and difficult to dispute. When you send a cancellation letter via Recorded Delivery, you receive proof of posting and confirmation of delivery. This documentation is crucial if Drift claims they never received your cancellation or that you provided it too late.

Additionally, written cancellation forces you to include all necessary information in one comprehensive document. You'll reference your account details, contract number, desired cancellation date, and any relevant terms. This completeness reduces back-and-forth communication and potential misunderstandings.

Phone cancellations, by contrast, rely on verbal communication that's easily misunderstood or conveniently "forgotten" by the company. Online cancellation options often don't exist for enterprise software contracts, or they're deliberately hidden to make cancellation difficult. Email can be filtered to spam, ignored, or claimed as never received. Post, especially Recorded Delivery, eliminates these issues entirely.

Gathering necessary information before you write

Before drafting your cancellation letter, collect these essential details. First, locate your original contract and identify your account number, contract start date, and renewal date. You'll need to reference these specifically in your letter.

Next, check your contract for the exact cancellation notice period required. This might be 30, 60, or even 90 days depending on your agreement. Calculate backwards from your renewal date to determine your cancellation deadline, then add extra buffer time as mentioned earlier.

Additionally, review your payment history to confirm you're current on all invoices. Drift might claim you can't cancel if there are outstanding payments, so resolve any billing issues before sending your cancellation letter.

Keep in mind you should also note any issues you've experienced with the service. Whilst not strictly necessary for cancellation, documenting problems can be helpful if disputes arise later about early termination or billing.

What to include in your cancellation letter

Your cancellation letter must be clear, professional, and comprehensive. Start with your company name, account number, and contract reference number at the top. This immediately identifies your account and prevents any confusion.

State explicitly that you're providing formal notice of cancellation and reference the specific contract clause that governs cancellation. For example: "In accordance with Section 8.2 of our Service Agreement dated 15th March 2023, we hereby provide formal notice of our intention to cancel our Drift subscription."

Specify the exact date you want the cancellation to take effect. This should align with your contract terms – typically the end of your current contract period. Be explicit: "We request cancellation effective 31st December 2024, at the conclusion of our current contract term."

Request written confirmation of your cancellation, including confirmation that no further charges will be applied after the cancellation date. Ask for this confirmation to be sent to a specific email address and postal address.

Most importantly, keep your letter factual and unemotional. Don't elaborate on reasons for cancelling or criticise the service – this just creates opportunities for sales retention teams to contact you. Simple, direct cancellation notice is most effective.

Sending your letter via Recorded Delivery

Once your letter is prepared, send it via Royal Mail Recorded Delivery. This service costs approximately £3-4 and provides proof of posting plus confirmation when the letter is delivered. You'll receive a reference number that you can use to track delivery online.

Address your letter to Drift's official registered office or customer service address. Unfortunately, Drift doesn't prominently publish a UK postal address for cancellations, as they're a US-based company operating globally. For UK customers, correspondence should typically be sent to their main corporate address:

• Drift.com, Inc.
• 222 Berkeley Street
• Suite 600
• Boston, MA 02116
• United States

Keep in mind that sending international Recorded Delivery requires an International Signed service from Royal Mail, which provides similar tracking and proof of delivery for international destinations. This costs more than domestic Recorded Delivery – approximately £7-8 – but it's essential for creating your paper trail.

Additionally, consider sending a duplicate letter via regular international post as backup, though this won't provide delivery confirmation. Some businesses also send a PDF copy via email simultaneously, though the postal letter remains your primary legal notice.

Using Postclic for streamlined cancellation

Whilst you can certainly handle postal cancellation yourself, services like Postclic simplify the entire process significantly. Postclic specialises in sending tracked cancellation letters on your behalf, which saves considerable time and ensures professional formatting.

The service handles international postage complications, provides digital proof of sending and delivery, and ensures your letter includes all necessary information. For busy business owners or office managers handling multiple subscription cancellations, this streamlined approach prevents mistakes and reduces administrative burden.

Most importantly, Postclic maintains records of your cancellation correspondence, which is invaluable if you need to reference it months later during billing disputes. The small fee for the service often pays for itself by preventing costly automatic renewals or billing errors.

Following up after sending your letter

After posting your cancellation letter, monitor your Recorded Delivery tracking to confirm delivery. Once delivered, you should receive written confirmation from Drift within 7-10 business days acknowledging your cancellation request.

If you don't receive confirmation within two weeks, follow up with a phone call or email referencing your postal cancellation. Provide your Recorded Delivery reference number and delivery confirmation date as proof. This follow-up shouldn't be your primary cancellation method, but it ensures your letter wasn't overlooked.

Keep all documentation related to your cancellation in a dedicated folder: copies of your letter, Recorded Delivery receipt, tracking confirmation, and any email or written responses from Drift. You'll want this complete file if any disputes arise.

Tips from former members

Having processed numerous Drift cancellations, I've gathered practical insights from businesses who've successfully terminated their subscriptions. These tips help you avoid common pitfalls and ensure smooth cancellation.

Start the cancellation process early

The single biggest mistake businesses make is waiting until the last minute to cancel. Your contract might require 60 days' notice, but that doesn't mean you should send your letter exactly 60 days before renewal. International post can be unpredictable, Drift's processing might take time, and any errors in your letter require additional back-and-forth.

I recommend initiating cancellation at least 90 days before your renewal date, even if your contract only requires 60 days' notice. This buffer protects you from unexpected delays and gives you time to resolve any complications that arise.

Document everything meticulously

Create a comprehensive cancellation file from the start. Include your original contract, all payment receipts, any correspondence with Drift about service issues, and complete records of your cancellation process. This documentation becomes crucial if billing disputes arise.

Additionally, take screenshots of your Drift account showing your subscription details, renewal date, and any cancellation-related information displayed in the platform. These screenshots provide additional evidence of your account status at the time of cancellation.

Review your final invoice carefully

When you receive your final bill from Drift, examine it line by line before paying. Verify that you're not being charged for renewal periods beyond your cancellation date. Check that any pro-rated refunds you're entitled to are included. Look for unexpected fees or charges.

If anything seems incorrect, challenge it immediately with reference to your cancellation documentation. Companies often include erroneous charges hoping customers won't notice or won't bother disputing them. Your Recorded Delivery proof makes these disputes much easier to resolve in your favour.

Beware of retention attempts

After you submit cancellation notice, expect Drift's customer retention team to contact you. They'll offer discounts, additional features, or other incentives to keep you as a customer. These offers might be tempting, but remember why you decided to cancel in the first place.

If retention offers genuinely address your concerns and you're interested in staying, get any new terms in writing before agreeing. Don't accept verbal promises about pricing or features. Most importantly, if you do decide to stay, ensure your original cancellation is formally withdrawn in writing to avoid confusion later.

Monitor your bank account after cancellation

Even after successful cancellation, monitor your business bank account for several months to ensure Drift isn't continuing to charge you. Billing systems sometimes fail to process cancellations properly, resulting in charges appearing months after you've terminated service.

If unauthorised charges appear, contact your bank immediately to dispute them. Provide your cancellation documentation as evidence that the charges are erroneous. Most UK banks will reverse charges when you can prove you properly cancelled the service.

Export your data before cancellation takes effect

Before your Drift access terminates, export all data you might need: conversation histories, lead information, analytics reports, and chatbot configurations. Once your account closes, retrieving this information becomes difficult or impossible.

Drift should provide data export functionality within your account settings. If you can't locate it, contact support specifically requesting data export before your cancellation date. UK data protection laws give you rights to your data, so Drift must provide it upon request.

Consider timing around your business needs

Think strategically about when your cancellation takes effect. If you're launching a major marketing campaign next quarter, you might want to maintain Drift access through that period. Conversely, if you're entering a slow business period, that's an ideal time for cancellation.

Additionally, consider your team's capacity to transition to alternative solutions. Cancelling Drift means you'll need another way to handle website visitor communication. Ensure you have replacement systems in place before your Drift access ends to avoid gaps in customer service.

Learn from the experience

Finally, use your Drift cancellation as a learning opportunity for future software purchases. What warning signs did you miss during the sales process? Were there alternative solutions that would have been more appropriate? How can you better evaluate enterprise software before committing to expensive annual contracts?

Many businesses find that expensive, complex platforms like Drift aren't necessary for their actual needs. Simpler, more affordable alternatives often provide sufficient functionality without the overhead. Taking time to thoroughly evaluate your requirements before purchasing saves the hassle of cancellation down the line.

Remember that cancelling a business software subscription shouldn't be complicated, but companies often make it deliberately difficult to reduce customer churn. By following proper procedures, maintaining thorough documentation, and using reliable methods like Recorded Delivery post, you protect your business interests and ensure clean contract termination. The key is being proactive, detailed, and persistent throughout the cancellation process.