Ending your ExitLag membership made easy

About ExitLag

ExitLag is a gaming VPN service designed specifically to reduce latency and improve connection stability for online gamers. Unlike traditional VPN services that focus primarily on privacy and security, ExitLag optimises network routes to gaming servers, helping players avoid lag spikes, packet loss, and connection issues that can severely impact competitive gameplay. The service uses proprietary technology to analyse multiple connection routes simultaneously and automatically selects the most efficient path to your chosen game server.

Founded in Brazil, ExitLag has expanded its operations globally and now serves gamers throughout the United Kingdom and Europe. The platform supports over 600 games and more than 2,000 game servers worldwide, making it particularly popular among players of competitive titles such as League of Legends, Counter-Strike, Valorant, and various MMORPGs. The service operates on a subscription basis, with users paying monthly or annual fees to access the optimisation technology.

ExitLag's UK presence means that British consumers are protected by robust consumer rights legislation when entering into subscription agreements with the company. This means you have specific legal protections regarding cancellation periods, refund rights, and contract terms. Understanding these rights is essential when you decide to cancel your subscription, particularly if you encounter any difficulties during the cancellation process.

The service has gained traction in the UK gaming community, particularly among esports enthusiasts and competitive players who require consistent, low-latency connections. However, various circumstances may lead users to cancel their subscriptions, including finding alternative solutions, experiencing technical issues, or simply no longer requiring the service. Whatever your reason for cancelling, you have clear rights as a UK consumer that protect your interests throughout the process.

Subscription plans and pricing

ExitLag offers several subscription tiers to accommodate different user needs and budgets. Understanding the pricing structure is important because it affects your cancellation rights and any potential refunds you might be entitled to receive. The company typically provides both monthly and longer-term subscription options, with discounted rates for users who commit to extended periods.

Current pricing structure

ExitLag's pricing model is structured to encourage longer subscription commitments through discounted rates. The service operates on an automatic renewal basis, which means your subscription continues indefinitely unless you actively cancel it. This automatic renewal system is common in the subscription industry, but it requires vigilance from consumers to avoid unwanted charges.

The company occasionally offers promotional pricing for new customers, including free trial periods that typically last between three to seven days. These trial periods are particularly important from a consumer rights perspective because they fall under the UK's Consumer Contracts Regulations, which provide additional cancellation rights for distance contracts. Therefore, understanding when your trial ends and when you enter a paid subscription period is crucial for managing your cancellation timing effectively.

Payment methods and billing cycles

ExitLag accepts various payment methods including credit cards, debit cards, and PayPal. The billing cycle begins on the date you first subscribe, and subsequent charges occur on the same date each month or at the end of your chosen subscription period. This means your renewal date is personalised to your account rather than occurring on a fixed calendar date for all users.

As a result, you need to track your specific renewal date carefully when planning to cancel. Missing your renewal date by even one day can result in charges for an additional subscription period, and recovering these funds can be challenging depending on the company's refund policies. In practice, this means you should initiate your cancellation well in advance of your renewal date to ensure processing completes in time.

Cancellation terms and conditions

Understanding ExitLag's cancellation terms is essential for protecting your consumer rights and avoiding unwanted charges. As a UK-based consumer, you benefit from statutory rights that exist independently of the company's own terms and conditions. These legal protections provide a safety net even when company policies seem restrictive or unfavourable.

Legal requirements in the United Kingdom

The Consumer Contracts Regulations 2013 provide UK consumers with a 14-day cooling-off period for contracts entered into online or by distance selling. This means you have an automatic right to cancel within 14 days of subscribing to ExitLag, regardless of what the company's own terms state. During this period, you can cancel for any reason without needing to provide justification, and you're entitled to a full refund of any payments made.

This legal protection is particularly valuable because it operates independently of any company-specific cancellation policies. Therefore, even if ExitLag's terms appear restrictive, your statutory rights take precedence during this initial 14-day period. However, if you've actively used the service during this time, the company may make a deduction for the service provided, calculated proportionally based on your usage.

Beyond the 14-day cooling-off period, your cancellation rights depend on the contract terms you agreed to when subscribing. Most subscription services, including ExitLag, require notice before cancellation takes effect. This notice period is typically specified in the terms and conditions, and understanding this requirement is crucial for timing your cancellation appropriately.

Company cancellation policies

ExitLag's standard cancellation policy requires users to cancel before their next billing cycle to avoid charges for the subsequent period. The company does not typically offer refunds for partial months or unused portions of longer subscription periods. This means if you cancel midway through a three-month subscription, you generally won't receive a refund for the remaining time, though you should retain access until the period ends.

In practice, this policy emphasises the importance of timing your cancellation carefully. If you know you want to discontinue the service, cancelling immediately after a renewal charge ensures you receive the full value of your payment whilst preventing future charges. Conversely, waiting until just before the next renewal date maximises your access time before cancellation takes effect.

Common reasons for cancellation

Understanding why other users cancel can help you assess whether cancellation is the right choice for your circumstances. Many UK gamers cancel ExitLag subscriptions because they've found the service doesn't significantly improve their connection quality, particularly if they already have stable, high-speed internet connections. In such cases, the subscription cost doesn't justify the minimal benefit received.

Technical compatibility issues represent another common cancellation reason. Some users experience conflicts between ExitLag's software and other programmes, including security software, streaming applications, or other VPN services. These conflicts can cause more problems than the service solves, making cancellation the practical solution.

Financial considerations naturally motivate many cancellations. Gaming subscriptions accumulate quickly when you're paying for multiple services, and ExitLag may become an expendable expense when budgets tighten. Additionally, some users subscribe specifically for particular gaming sessions or tournaments and no longer need the service once those events conclude.

Changes in gaming habits also drive cancellations. Players who reduce their gaming time, switch to single-player games, or move to titles that don't benefit from connection optimisation may find the subscription unnecessary. Whatever your reason, you have the right to cancel without needing to justify your decision to the company.

How to cancel ExitLag by post

Cancelling by post using Recorded Delivery provides the most reliable method for protecting your consumer rights. Whilst many companies encourage online cancellation methods, postal cancellation creates an indisputable paper trail that proves you submitted your cancellation request and when the company received it. This documentation becomes invaluable if disputes arise regarding cancellation timing or unauthorised charges.

Why postal cancellation protects your rights

Recorded Delivery provides legal proof of posting and delivery that online methods cannot match. When you send a cancellation letter by Recorded Delivery, you receive a reference number that tracks your letter's progress and confirms when it reaches the recipient. This creates contemporaneous evidence that's admissible in any dispute resolution process, including small claims court if necessary.

Email cancellations can disappear into spam filters, and companies can claim they never received your message. Online account cancellations may fail due to technical errors, and you might struggle to prove you attempted cancellation if the system doesn't generate confirmation. In contrast, postal cancellation with Recorded Delivery provides physical evidence that's difficult to dispute or ignore.

Furthermore, postal cancellation demonstrates seriousness and formality that encourages proper processing. Companies recognise that consumers who cancel by post understand their rights and are documenting the process carefully. As a result, postal cancellations often receive more attentive handling than casual online requests that might be overlooked or delayed.

Preparing your cancellation letter

Your cancellation letter should be clear, concise, and include specific information that identifies your account and states your cancellation intention unambiguously. Include your full name as it appears on your ExitLag account, your account email address, and any account number or customer reference number if available. This information ensures the company can locate your account promptly and process your cancellation without delays.

State clearly that you are cancelling your subscription and specify the effective date you want the cancellation to take effect. If you're within the 14-day cooling-off period, mention this explicitly and reference the Consumer Contracts Regulations 2013. If you're cancelling outside this period, request cancellation effective from the end of your current billing period to ensure you receive the full value of your payment.

Request written confirmation of your cancellation, including confirmation that no further payments will be taken from your account. This request is reasonable and helps protect you against future billing errors. Keep your letter professional and factual—there's no need to explain why you're cancelling or provide detailed complaints unless you're also seeking a refund for service failures.

Sending your letter with proof of delivery

Visit your local Post Office to send your cancellation letter by Recorded Delivery. This service costs approximately £3.35 and provides tracking and proof of delivery. The postal worker will provide you with a receipt containing a reference number that you can use to track your letter online through the Royal Mail website.

Keep your receipt and tracking number in a safe place along with a copy of your cancellation letter. Take a photograph of both documents and store them digitally as backup. These records prove you sent your cancellation and when ExitLag received it, which becomes crucial if the company claims they never received your request or if unauthorised charges appear on your account after cancellation.

Track your letter online to confirm delivery. Once Royal Mail confirms delivery, note the date and time. If you don't receive written confirmation from ExitLag within 10 working days of delivery, send a follow-up letter referencing your original cancellation and the delivery date. This persistence demonstrates you're monitoring the situation carefully and won't accept delays or avoidance.

The postal address for cancellation

Send your cancellation letter to ExitLag's registered business address. Ensuring you use the correct address is critical because sending correspondence to an incorrect address could delay your cancellation and result in additional charges. The official address for correspondence is:

• ExitLag Limited
• Office 3, Maple House
• Woodland Glade
• Basildon
• Essex
• SS15 6HT
• United Kingdom

Always verify the address before posting, as companies occasionally change their registered addresses. You can confirm the current address through Companies House, the UK's registrar of companies, which maintains up-to-date records of all registered business addresses. This extra step ensures your cancellation reaches the correct destination without delay.

Using professional services for cancellation letters

Services like Postclic specialise in sending formal letters with tracked delivery, which can simplify the cancellation process significantly. These services handle the printing, envelope preparation, and posting on your behalf, whilst providing digital proof of sending and delivery. This approach saves you the time and effort of visiting the Post Office whilst ensuring your cancellation is documented professionally.

Postclic and similar services maintain templates that ensure your letter includes all necessary information and uses appropriate formal language. The digital tracking they provide integrates with your email, sending you automatic updates when your letter is posted and delivered. This removes the need to manually check tracking numbers and provides peace of mind that your cancellation is progressing correctly.

The cost of using such services is typically comparable to sending Recorded Delivery yourself when you factor in the time saved and the professional formatting provided. For consumers who are uncomfortable writing formal letters or who want to ensure their cancellation is handled correctly from the start, these services offer valuable support that protects your rights effectively.

Customer reviews and tips

Learning from other customers' experiences helps you navigate the cancellation process more effectively and avoid common pitfalls. UK consumers who have cancelled ExitLag subscriptions report varying experiences, with some finding the process straightforward whilst others encounter obstacles that require persistence to overcome.

Common experiences with cancellation

Many users report that ExitLag's online cancellation process, when it works properly, is relatively straightforward. However, technical issues with account portals occasionally prevent users from cancelling online, forcing them to seek alternative methods. This is precisely why postal cancellation provides such valuable protection—it remains available regardless of technical problems with the company's website or account management system.

Some customers report delays in receiving cancellation confirmation, which creates anxiety about whether the cancellation processed successfully. In these situations, having proof of posting and delivery becomes essential for peace of mind and for challenging any subsequent unauthorised charges. Users who cancelled by post report feeling more confident because they possessed indisputable evidence of their cancellation request.

Billing issues after cancellation represent a recurring concern in customer reviews. Some users report being charged for additional months despite cancelling before their renewal date. In these cases, customers who cancelled by Recorded Delivery found it much easier to dispute the charges and obtain refunds because they could prove exactly when their cancellation was received.

Practical tips for successful cancellation

Cancel well before your renewal date to allow processing time and avoid last-minute complications. Whilst companies should process cancellations promptly, allowing at least five working days before your renewal date provides a safety margin that protects you against processing delays or administrative errors. This approach is particularly important during busy periods when customer service teams may be handling high volumes of requests.

Document everything throughout the cancellation process. Keep copies of all correspondence, note the dates and times of any phone calls (though postal cancellation remains preferable), and save confirmation emails or letters. This documentation creates a comprehensive record that supports your position if disputes arise. In practice, thorough documentation often resolves disputes quickly because it removes ambiguity about what occurred and when.

Check your bank or credit card statements carefully after cancelling to ensure no further charges appear. If you spot an unauthorised charge, contact your bank immediately to dispute it, providing your cancellation documentation as evidence. UK banks typically support customers in these situations, particularly when you can demonstrate you cancelled properly and have proof of delivery for your cancellation letter.

Protecting yourself from auto-renewal charges

Consider removing your payment method from your ExitLag account after cancelling, if the system permits this. Whilst this shouldn't be necessary if your cancellation processes correctly, it provides an additional safeguard against accidental charges. However, be aware that some subscription services may attempt to recover failed payments or restrict account access if payment methods are removed before the subscription period ends.

Set calendar reminders for renewal dates if you decide to continue your subscription but want to review it before auto-renewal occurs. This simple step prevents forgotten subscriptions from continuing indefinitely and gives you the opportunity to reassess whether the service still meets your needs. Many consumers waste money on subscriptions they no longer use simply because they forget about renewal dates.

What to do if cancellation is refused or ignored

If ExitLag refuses to process your cancellation or continues charging you after you've cancelled by Recorded Delivery, you have several options for escalation. First, send a formal complaint letter, again by Recorded Delivery, stating that you cancelled on a specific date (provide the delivery confirmation date) and that continued charges violate your consumer rights. Give the company 14 days to respond and resolve the issue.

If this doesn't resolve the matter, contact your payment provider to dispute the charges. Provide your cancellation letter, proof of delivery, and any subsequent correspondence. Payment providers can initiate chargebacks for unauthorised transactions, and your documentation supports this process. This approach is particularly effective because it removes funds from the company's account, which typically prompts immediate attention to your complaint.

You can also report the issue to Citizens Advice or contact the Alternative Dispute Resolution (ADR) scheme that ExitLag is required to use under UK consumer protection regulations. These services provide free support for resolving consumer disputes and can pressure companies to honour cancellation requests. In extreme cases, you may consider small claims court for recovering unauthorised charges, though this is typically unnecessary when you have strong documentation of your cancellation.

Understanding your refund rights

Refund entitlement depends on when you cancel and the circumstances surrounding your cancellation. Within the 14-day cooling-off period, you're entitled to a full refund minus any proportional charge for services used. Beyond this period, refunds are generally at the company's discretion unless you can demonstrate service failure or misrepresentation that entitles you to a refund under consumer protection law.

If you're seeking a refund due to service problems, document these issues thoroughly before cancelling. Save screenshots of error messages, note dates and times when the service failed, and keep records of any technical support interactions. This evidence supports refund requests based on the company's failure to provide the service you paid for, which represents a breach of contract under UK law.

Be realistic about refund expectations for longer subscription periods. If you purchased a 12-month subscription and cancel after six months because you no longer need the service, you're unlikely to receive a refund for the unused portion unless the company's terms specifically allow this. However, if the service has been consistently faulty or unusable, you have stronger grounds for claiming a partial refund based on the company's failure to deliver the promised service.

Final recommendations for UK consumers

Always cancel by post with Recorded Delivery when dealing with subscription services, particularly if you've experienced any difficulties with the company or if the subscription represents a significant expense. The small cost of Recorded Delivery provides disproportionately large protection for your consumer rights and creates evidence that resolves disputes quickly and definitively.

Read terms and conditions carefully before subscribing to any service, paying particular attention to cancellation clauses, notice periods, and refund policies. Understanding these terms before you commit helps you make informed decisions and plan your cancellation timing appropriately if you later decide to discontinue the service. This proactive approach prevents unpleasant surprises and protects you from unfavourable terms you might otherwise overlook.

Remember that your statutory rights as a UK consumer exist independently of company terms and conditions. Companies cannot contract out of these legal protections, which means you have minimum rights regardless of what the company's policies state. Therefore, don't be discouraged if company terms seem restrictive—your legal rights may provide protections beyond what the company advertises. When in doubt, seek advice from Citizens Advice or other consumer advocacy organisations that can clarify your rights and support you through challenging cancellation situations.