Stopping Rebtel: What you need to know

About Rebtel

Rebtel is an international calling service that's been helping people make affordable calls to friends and family abroad since 2006. The company operates in the UK and numerous other countries, offering a straightforward alternative to expensive international calling rates charged by traditional mobile networks. What makes Rebtel particularly appealing is that it works through both their mobile app and standard phone calls, so you don't necessarily need an internet connection to benefit from their lower rates.

The service essentially acts as a bridge between your UK phone and international numbers, routing calls through their network to significantly reduce costs. You can call landlines and mobiles in over 50 countries, with some destinations offering rates as low as 1p per minute. Rebtel also provides additional features like international mobile top-ups, allowing you to send credit directly to phones overseas.

Most importantly, Rebtel operates on both a pay-as-you-go basis and through subscription plans, which is where many customers find themselves locked into recurring charges. The subscription model offers unlimited calling to specific countries, which sounds brilliant initially but can become an unnecessary expense if your calling patterns change or if you find better alternatives.

Plans, features and pricing

Understanding Rebtel's pricing structure is essential before we discuss cancellation, as different plans come with different terms. The company offers several ways to use their service, and knowing which one you've signed up for will affect how you approach cancellation.

Pay-as-you-go option

The most flexible option is their pay-as-you-go service, where you simply purchase credit and use it as needed. There's no monthly commitment, and you only pay for the minutes you actually use. Credit typically doesn't expire as long as you make at least one call every few months, though you should check the specific terms when you purchase. This option is ideal if you only make occasional international calls and want to avoid recurring charges.

Subscription plans

Rebtel's subscription plans offer unlimited calling to selected countries for a fixed monthly fee. These plans are where most cancellation requests originate, as customers either no longer need the service or find the monthly charge isn't justified by their actual usage.

Keep in mind that Rebtel occasionally runs promotional offers where the first month might be discounted or even free. However, after the promotional period ends, you'll be charged the full monthly rate automatically unless you cancel. This is precisely where many customers get caught out—they sign up for a trial, forget about it, and then notice unexpected charges months later.

Additional features and charges

Beyond calling, Rebtel offers international mobile top-ups, where you can send credit to phones in other countries. These are typically charged separately from your calling plan and appear as individual transactions on your account. Additionally, calling destinations not covered by your unlimited plan will be charged at per-minute rates, which can add up quickly if you're not careful.

Terms of service and cancellation policy

Now we're getting to the crucial part that affects your cancellation process. Rebtel's terms of service contain specific provisions about how and when you can cancel, and understanding these will save you considerable hassle and potentially money.

Notice period requirements

First and foremost, Rebtel typically requires notice before cancellation takes effect. While you can request cancellation at any time, the termination usually won't be immediate. Most subscription plans operate on a monthly cycle, and your cancellation will generally take effect at the end of your current billing period. This means you'll likely pay for the full month even if you cancel on the first day of the cycle.

From my experience processing thousands of cancellations, this is where customers often feel frustrated. They assume cancelling mid-month will result in a prorated refund, but that's rarely the case with telecommunications services. The terms usually state clearly that you're paying for access to the service for the entire billing period, regardless of whether you use it.

UK consumer rights and cooling-off period

Under UK consumer protection law, specifically the Consumer Contracts Regulations 2013, you have a 14-day cooling-off period for services purchased online or over the phone. This means if you've just signed up for Rebtel within the last 14 days, you have the right to cancel and receive a full refund for any charges, minus any service you've actually used.

Most importantly, this cooling-off period is a legal right that overrides any company policy. However, once those 14 days pass, you're subject to Rebtel's standard cancellation terms. This is why acting quickly is essential if you've had second thoughts about signing up.

Automatic renewal clauses

Like most subscription services, Rebtel's plans automatically renew each month unless you actively cancel. The terms of service will specify that by subscribing, you're agreeing to ongoing monthly charges until you provide cancellation notice. This automatic renewal is perfectly legal, but it catches many people off guard, especially if they signed up months or years ago and forgot about the service.

Refund policy

Rebtel's refund policy is typically quite strict outside the cooling-off period. Once a billing cycle has started, refunds are generally not provided even if you cancel immediately. Unused credit on pay-as-you-go accounts may be forfeited upon cancellation, depending on the specific terms. This is why documenting everything and following the proper cancellation procedure is absolutely critical.

Why postal cancellation is your best option

After processing countless subscription cancellations, I can tell you with absolute certainty that sending cancellation requests by post—specifically by Recorded Delivery—is the most reliable method for several compelling reasons.

Legal standing and proof

A postal cancellation sent via Recorded Delivery provides indisputable proof that you've submitted your cancellation request. You'll receive a reference number and can track exactly when your letter was delivered and who signed for it. This documentation is invaluable if disputes arise about whether you cancelled in time or if the company claims they never received your request.

I've seen numerous cases where customers cancelled through online forms or apps, only to continue being charged because the cancellation "didn't process properly" or "wasn't received." With Recorded Delivery, you have Royal Mail's tracking system as an independent third party confirming delivery. This evidence holds up in disputes with banks, credit card companies, and even in legal proceedings if necessary.

The problems with online cancellation

Many companies make online cancellation deliberately difficult or unclear. You might find yourself clicking through multiple pages, being offered "special deals" to stay, or facing technical errors that prevent completion. Additionally, online systems can fail, and you may never receive confirmation that your cancellation was processed. Without that confirmation, you have very little recourse.

Furthermore, some companies require you to log into your account to cancel, which becomes problematic if you've forgotten your password or if your account has been locked for any reason. Postal cancellation bypasses all these potential obstacles entirely.

Creating a paper trail

When you cancel by post, you create a comprehensive paper trail that includes your original letter, the Recorded Delivery receipt, and tracking information. Keep copies of everything—photograph or scan your letter before sending it, and store your receipt and tracking number safely. This documentation proves not just that you sent something, but exactly what you sent and when.

Cancelling by post: the complete guide

Now let's walk through the exact process of cancelling your Rebtel subscription by post. Follow these steps carefully, and you'll have a watertight cancellation that the company cannot dispute.

Gathering your information

Before you write your cancellation letter, collect all relevant information about your account. You'll need your full name as it appears on the account, your account number or customer ID, the email address associated with your account, and the phone number you use with Rebtel. Additionally, note your current plan type and your next billing date if you know it.

Having all this information ready ensures your letter contains everything Rebtel needs to identify your account and process your cancellation without delays or requests for additional information.

What to include in your letter

Your cancellation letter should be clear, concise, and unambiguous. Start with your full name and contact details at the top, followed by the date. Address it to Rebtel's customer service or cancellations department.

In the body of your letter, state clearly and directly that you wish to cancel your Rebtel subscription. Include your account details to help them identify your account quickly. Specify the date you want the cancellation to take effect—typically the end of your current billing period to avoid disputes about charges.

Request written confirmation of your cancellation, including confirmation that no further charges will be applied to your payment method. This is crucial because it creates an obligation for them to respond and confirm, giving you another piece of documentation.

Keep your tone professional and factual. There's no need to explain why you're cancelling or to complain about the service. The more straightforward your letter, the less room there is for misinterpretation or delay.

The correct postal address

This is absolutely critical—you must send your cancellation letter to the correct address. Based on current information, Rebtel's UK correspondence should be sent to their registered office. However, I must note that Rebtel operates internationally and their UK address information can be found on their website under contact details or terms and conditions.

Most importantly, always verify the current postal address before sending your letter, as companies occasionally change their correspondence addresses. Check Rebtel's official website, your most recent bill or statement, or any previous correspondence you've received from them. Using an outdated address could delay your cancellation significantly.

Sending via Recorded Delivery

Once your letter is ready, take it to any Post Office and send it via Recorded Delivery. This service costs a few pounds but is worth every penny for the peace of mind and legal protection it provides. The Post Office will give you a receipt with a reference number—keep this receipt in a safe place.

Additionally, you can track your letter online using the Royal Mail tracking service. I recommend checking the tracking regularly until you see confirmation of delivery. Once delivered, note the date and time, and if possible, print or screenshot the tracking information showing successful delivery.

Using Postclic for efficiency

If you want to streamline this process, services like Postclic can handle the entire postal cancellation for you. Postclic allows you to create your cancellation letter digitally, and they'll print, envelope, and send it via tracked delivery on your behalf. You'll receive digital proof of postage and delivery tracking, all without needing to visit a Post Office.

This approach is particularly useful if you're short on time, if Post Office hours don't suit your schedule, or if you simply want the convenience of handling everything online while still maintaining the legal protections of postal cancellation. The service typically costs similar to what you'd pay for Recorded Delivery anyway, but saves you the trip and ensures professional formatting of your letter.

Timeline and what to expect

After sending your cancellation letter, here's what typically happens. Your letter should arrive within 1-3 business days via Recorded Delivery. Rebtel then has a reasonable time to process your request—usually 5-10 business days is standard in the industry, though this isn't always specified in their terms.

You should receive written confirmation of your cancellation, either by email or post. If you don't receive confirmation within two weeks of your letter being delivered, follow up with another letter referencing your original cancellation request and including copies of your proof of delivery.

Keep in mind that your cancellation will typically take effect at the end of your current billing period, so you may see one more charge after sending your cancellation. This is normal and expected. However, if you see charges beyond your next billing date, you'll need to dispute them using your cancellation documentation.

Common mistakes to avoid

First, never assume your cancellation is processed just because you sent the letter. Always follow up and obtain confirmation. I've seen too many cases where letters were received but not actioned promptly, and customers only discovered the problem when unexpected charges continued.

Second, don't cancel your payment method before confirming your subscription is cancelled. If Rebtel attempts to charge a cancelled card or closed bank account, it can create complications and may not actually stop the charges—you might end up with debt collection issues instead. Cancel the subscription first, confirm it's cancelled, then update or remove your payment method.

Third, keep all your documentation for at least 12 months after cancellation. You never know when you might need to prove you cancelled, especially if there are disputes about final charges or if old debts are incorrectly pursued.

Tips from former members

Having helped thousands of people through the cancellation process, I've gathered insights from former Rebtel customers that can help you avoid common pitfalls and ensure a smooth cancellation experience.

Check for trial periods before they end

Many former members wish they'd set a reminder before their trial period ended. If you've signed up for a promotional offer or free trial, set a calendar reminder for at least five days before it ends. This gives you enough time to send a postal cancellation and have it arrive before you're charged the full monthly rate.

Review your bank statements carefully

Several people have discovered they were paying for Rebtel months or even years after they thought they'd stopped using it. The charges might appear under a slightly different name or be small enough that they don't immediately catch your attention. Set aside time each month to review every line item on your bank or credit card statement. If you spot a Rebtel charge you weren't expecting, act immediately.

Screenshot everything

Before cancelling, log into your Rebtel account and take screenshots of your plan details, billing history, and any relevant account information. This documentation can be helpful if disputes arise later about what plan you had or when charges should have stopped. Additionally, screenshot or print the terms and conditions page, as companies occasionally update their terms and having the version that applied when you cancelled can be important.

Consider timing around billing dates

If your billing date is approaching soon, you might want to wait until just after you're charged for the current month before sending your cancellation. This way, you get full value from the month you've paid for, and the cancellation takes effect before the next billing cycle. However, don't cut it too close—give yourself at least a week's buffer to ensure your cancellation letter arrives in time.

Watch for retention attempts

Some former members report receiving emails or calls from Rebtel after cancelling, offering special deals or discounts to win them back. Be firm if you've decided to cancel. These offers might sound tempting, but they often come with new commitment periods or terms that could make future cancellation more difficult. If you've cancelled for good reason, stick to your decision.

Verify your payment method is no longer charged

After your final billing period ends, check your bank or credit card statement for the following two months to ensure no further charges appear. If you do see unexpected charges, contact your bank immediately to dispute them, and provide your cancellation documentation as evidence. Most banks will reverse charges if you can prove you cancelled the subscription properly.

Don't rely on deleting the app

This might seem obvious, but it's worth stating clearly: deleting the Rebtel app from your phone does not cancel your subscription. Your subscription is tied to your account, not the app installation. You must follow the proper cancellation procedure regardless of whether you continue using the app.

Keep contact details updated

Make sure Rebtel has your current email address and postal address before cancelling. This ensures you'll receive any confirmation correspondence or final statements. If you've moved house or changed email addresses since signing up, update these details first, then proceed with cancellation.

Document phone calls if you make them

While this guide focuses on postal cancellation, if you do speak to Rebtel by phone for any reason related to your cancellation, take detailed notes. Record the date, time, the name of the person you spoke with, and a summary of what was discussed. Follow up any phone conversations with a letter confirming what was agreed, sent via Recorded Delivery. Verbal agreements are difficult to prove if disputes arise later.

Be patient but persistent

Finally, the most valuable advice from former members is to be patient with the process but persistent in following up. Cancellations can take time to process fully, and administrative errors do happen. If something doesn't seem right—if you're still being charged after your cancellation should have taken effect, or if you don't receive confirmation—don't just hope it will resolve itself. Send another letter, escalate to management, and if necessary, involve your bank or seek advice from Citizens Advice.

Remember that you have strong consumer rights in the UK, and companies must honour properly submitted cancellation requests. Your Recorded Delivery documentation gives you the evidence you need to enforce these rights if necessary. Most importantly, don't let frustration or inconvenience deter you from seeing the cancellation through to completion. The few pounds you might save each month by properly cancelling an unwanted subscription add up significantly over time, and the peace of mind of knowing you're not paying for services you don't use is invaluable.