Ending your Bella and Duke subscription made easy

About Bella and Duke

Bella and Duke is a UK-based raw dog food delivery service that has built a substantial following among pet owners seeking natural feeding options for their dogs. Founded in 2015, the company specialises in delivering frozen raw food meals directly to customers' doors, promoting what they describe as a biologically appropriate diet for dogs. The service operates on a subscription model, with regular deliveries tailored to your dog's specific nutritional needs based on their breed, age, weight, and activity level.

The company positions itself as a premium provider in the raw feeding market, emphasising the quality of their ingredients and the health benefits associated with raw feeding. Their meals contain a combination of muscle meat, bone, offal, and vegetables, designed to mirror what dogs would naturally consume in the wild. This means customers receive carefully portioned meals that arrive frozen and require freezer storage.

As a result of their subscription-based business model, many customers find themselves needing to understand the cancellation process. Whether you're moving house, changing your pet's dietary requirements, managing your household budget, or simply finding the service doesn't suit your lifestyle, knowing your rights and the proper cancellation procedure is essential. This guide focuses specifically on cancelling your Bella and Duke subscription by post, which provides you with the strongest legal protection and documented proof of your cancellation request.

Subscription plans and pricing

Bella and Duke operates a flexible subscription service where pricing depends entirely on your dog's individual requirements. Unlike many subscription services with fixed tiers, their pricing structure is personalised based on several factors including your dog's weight, age, breed, and activity level. This means two customers may pay significantly different amounts depending on their pet's needs.

How pricing is calculated

When you first sign up, Bella and Duke uses an online calculator to determine your dog's daily feeding requirements. The system asks detailed questions about your pet to calculate the appropriate portion sizes. Generally speaking, larger and more active dogs require more food, which naturally results in higher monthly costs. Customers typically report monthly costs ranging from approximately £60 for small dogs to over £200 for large or multiple dogs, though these figures can vary considerably.

The subscription includes regular deliveries of frozen raw food, with delivery frequency adjusted to ensure you maintain an adequate supply. Most customers receive deliveries every two to four weeks, depending on their storage capacity and their dog's consumption rate. Therefore, understanding your commitment before signing up is crucial, as the costs can represent a significant ongoing household expense.

Subscription flexibility and modifications

Bella and Duke does offer some flexibility within their subscription model. Customers can typically pause deliveries for holidays, adjust portion sizes if their dog's weight changes, or modify delivery frequencies. However, these modifications still operate within the framework of an ongoing subscription agreement. This means that even with flexibility options, you remain contractually committed to the service until you formally cancel according to their terms and conditions.

Cancellation terms and conditions

Understanding your cancellation rights is fundamental to protecting yourself as a consumer. Bella and Duke's cancellation terms are governed by both their own company policies and UK consumer protection legislation. As a result, you have specific legal protections that apply regardless of what the company's terms state, and knowing these rights puts you in a stronger position.

Your legal rights under UK consumer law

Under the Consumer Contracts Regulations 2013, you have an automatic 14-day cooling-off period when you first sign up for any subscription service. This means you can cancel within 14 days of placing your order without providing any reason whatsoever. This is your statutory right and cannot be removed by any company terms and conditions. In practice, this cooling-off period gives new customers a safety net if they decide the service isn't suitable shortly after signing up.

Beyond the initial cooling-off period, your cancellation rights depend on the specific terms in Bella and Duke's contract. However, UK law requires that cancellation terms must be fair and transparent. Any terms that make cancellation unreasonably difficult or impose excessive penalties may be considered unfair under the Consumer Rights Act 2015, and such terms would not be legally enforceable.

Notice periods and timing requirements

Bella and Duke typically requires advance notice for cancellations to allow them to stop processing your next delivery. The standard notice period appears to be approximately 7 days before your next scheduled delivery date. This means you need to factor in both the time for your cancellation letter to reach them and their internal processing time. Therefore, sending your cancellation request well in advance of your next delivery date is crucial to avoid being charged for another order.

Many customers find that deliveries can be difficult to stop once they're in the processing or dispatch phase. As a result, timing your cancellation carefully protects you from unwanted charges and deliveries. If you've already been charged for a delivery that you don't want, you have additional rights to refuse delivery and request a refund, though this can create complications that are best avoided through timely cancellation.

Common reasons customers cancel

Understanding why others cancel can help you feel confident in your decision. Common reasons include the ongoing cost becoming unsustainable for household budgets, particularly as the cost of living increases. Some customers find the freezer space requirements impractical, especially in smaller homes or shared accommodation. Others discover their dog doesn't adapt well to raw feeding, experiencing digestive issues or simply refusing the food.

Changes in personal circumstances also drive cancellations. Moving house, relationship changes, or sadly, the loss of a pet all necessitate ending the subscription. Some customers simply prefer to source raw food locally or prepare it themselves once they understand the principles. Whatever your reason, you have the right to cancel, and you don't need to justify your decision to the company.

How to cancel Bella and Duke by post

Cancelling by post using Recorded Delivery provides you with the strongest possible evidence that you've submitted your cancellation request. This method creates an official paper trail that protects your consumer rights and provides proof of both sending and delivery. In practice, this documentation becomes invaluable if any disputes arise about whether you cancelled, when you cancelled, or whether the company received your cancellation.

Why postal cancellation is most reliable

Phone cancellations rely on the company's internal record-keeping and your memory of the conversation. There's no independent proof that you called or what was agreed. Online cancellations can be problematic if the website experiences technical issues, if your account access is restricted, or if confirmation emails fail to arrive. These methods put the burden of proof on you to demonstrate that you cancelled.

In contrast, Recorded Delivery provides independent Royal Mail tracking that confirms your letter was sent and when it was delivered. This means you have third-party evidence that cannot be disputed. If Bella and Duke claims they never received your cancellation or processes another payment after you've cancelled, your postal receipt and tracking information provide concrete proof of your cancellation request. Therefore, this method gives you the strongest legal position as a consumer.

What to include in your cancellation letter

Your cancellation letter should be clear, concise, and include all necessary information to identify your account. Start with your full name exactly as it appears on your account, along with your complete address including postcode. Include your email address associated with the account and any customer reference number or account number if you have one. This information ensures Bella and Duke can quickly locate your account and process your cancellation without delays.

State clearly and unambiguously that you are cancelling your subscription. Use direct language such as \