Ending your Crumb.pet membership made easy

About Crumb.pet

Crumb.pet is a UK-based subscription service that delivers personalised pet food directly to your door. Founded with the mission of providing tailored nutrition for dogs and cats, the company creates custom meal plans based on your pet's specific characteristics including age, weight, breed, activity level, and any dietary requirements or sensitivities they might have. The service has gained popularity among pet owners who want to move away from generic supermarket brands towards more individualised feeding solutions.

The company operates entirely online, with customers completing a detailed questionnaire about their pet when they first sign up. This information is then used to formulate recipes that claim to meet your pet's unique nutritional needs. Meals arrive in regular deliveries, typically every few weeks, with the frequency depending on your pet's size and the plan you've selected. Each delivery contains pre-portioned meals that are designed to be stored in your freezer until needed.

What sets Crumb.pet apart from traditional pet food is their focus on fresh, human-grade ingredients. The company emphasises transparency about what goes into their recipes, listing all ingredients clearly and avoiding the fillers and by-products often found in conventional pet foods. They work with veterinary nutritionists to ensure their formulations meet industry standards for complete and balanced nutrition.

However, despite the appealing concept, many subscribers find themselves needing to cancel for various reasons. Some discover their pets simply won't eat the food, no matter how nutritionally balanced it might be. Others find the cost adds up significantly over time, particularly for larger dogs or multi-pet households. Freezer space can become an issue, especially if you live in a smaller property or already use your freezer extensively. Additionally, some pet owners find the commitment of regular deliveries doesn't suit their lifestyle, particularly if they travel frequently or have unpredictable schedules.

Plans, features and pricing

Understanding what you're paying for is essential before you commit to cancelling. Crumb.pet structures their pricing based on your pet's daily food requirements, which varies considerably depending on size and activity level. This means there isn't a simple one-size-fits-all price list, but rather a customised quote generated after you complete their online questionnaire.

How pricing works

The cost per day typically ranges from around £1.50 for a small dog to £5 or more for a large, active dog. For cats, the daily cost usually falls between £1.20 and £2.50. These daily rates are then multiplied by the number of days in your delivery cycle to calculate your total order cost. Most customers receive deliveries every two to four weeks, meaning individual orders can range from £40 to well over £150 depending on your pet's needs.

First-time customers often receive a discounted trial box to test whether their pet enjoys the food. This introductory offer typically provides a 50% discount on the first box, which can make the service seem more affordable initially. However, it's the ongoing regular price that you need to consider when evaluating long-term value. Keep in mind that promotional pricing doesn't continue indefinitely, and you'll be paying full price from your second or third delivery onwards.

What's included in your subscription

Each delivery contains pre-portioned meals based on your pet's daily requirements. The food arrives frozen in recyclable packaging, with each meal typically sealed in individual pouches or containers. You'll also receive feeding guidelines specific to your pet, along with information about the ingredients and nutritional breakdown of their particular recipe.

The subscription includes access to Crumb.pet's customer support team, who can answer questions about feeding, adjust portion sizes if your pet's weight changes, or modify recipes if your pet develops new dietary requirements. You can also pause deliveries through your online account if you need a break, though this doesn't constitute a full cancellation.

Terms of service and cancellation policy

Before you begin the cancellation process, you need to understand Crumb.pet's terms and conditions regarding subscription termination. Like most subscription services, they have specific requirements about notice periods and timing that can affect when you'll receive your final delivery and when charges will stop.

Notice period requirements

Crumb.pet typically requires notice before your next scheduled delivery date. The exact timing can vary, but most customers need to provide at least five to seven days' notice before their next box is due to be dispatched. This is crucial because if you miss this window, you'll likely receive and be charged for one more delivery before your cancellation takes effect.

Check your account or recent email communications to identify your next delivery date. This information is essential for timing your cancellation letter correctly. If your next delivery is scheduled within the next week, you might want to consider whether it's worth cancelling immediately or waiting until after that delivery to avoid any complications.

Outstanding payments and refunds

Most importantly, understand that cancelling your subscription doesn't automatically entitle you to a refund for food you've already received. If you've been charged for a delivery that's already been dispatched, that payment is generally non-refundable. However, if you cancel before a payment has been processed and before the food has been sent, you shouldn't be charged for that delivery.

Some customers have reported issues with being charged for deliveries after they believed they'd cancelled. This is precisely why postal cancellation with proof of delivery is so important. You need documented evidence of when your cancellation request was sent and received, particularly if you later need to dispute any charges with your bank or credit card company.

Legal protections under UK law

Under the Consumer Contracts Regulations 2013, you have certain rights when dealing with subscription services. You're entitled to cancel within 14 days of your first order without providing a reason, and you should receive a refund for any products you haven't used. However, this cooling-off period only applies to your initial order, not to ongoing subscription renewals.

Additionally, if you're experiencing difficulty cancelling through normal channels, the Consumer Rights Act 2015 protects you from unfair contract terms. A company cannot make it unreasonably difficult to exit a subscription, and they must process legitimate cancellation requests promptly. Keep this in mind if you encounter any resistance to your cancellation.

Cancelling by post - the complete guide

Postal cancellation is the most reliable method for terminating your Crumb.pet subscription, and I always recommend it to customers who want absolute certainty that their request has been received and processed. Unlike online forms that can malfunction or phone calls that leave no paper trail, a properly sent postal cancellation provides indisputable proof of your intentions.

Why postal cancellation is most reliable

First, let me explain why sending a physical letter is often your best option. When you cancel online, you're dependent on the company's website functioning correctly, your account access working properly, and the cancellation being processed through their automated systems without errors. I've seen countless cases where customers clicked "cancel subscription" only to receive another delivery weeks later because of a technical glitch or because they didn't complete all the required steps.

Phone cancellations present different problems. You're relying on the customer service representative correctly entering your cancellation into their system, and you have no proof of the conversation unless you record it. If there's any dispute later about whether you actually cancelled, it becomes your word against theirs. Additionally, some companies make phone cancellation deliberately difficult by having long wait times or representatives who try to talk you out of leaving.

Postal cancellation, particularly when sent via Recorded Delivery, gives you physical proof that cannot be disputed. You have a record of exactly what you said, when you sent it, and confirmation that it was received. This documentation is invaluable if charges continue after your cancellation date or if the company claims they never received your request.

Preparing your cancellation letter

Your cancellation letter needs to include several essential pieces of information to be effective. Start with your full name exactly as it appears on your Crumb.pet account. Include your account email address and any customer reference number you've been assigned. This helps the company identify your account quickly and reduces the chance of your letter being misfiled or delayed.

Next, clearly state your intention to cancel your subscription. Use direct, unambiguous language such as "I am writing to cancel my Crumb.pet subscription with immediate effect" or "Please cancel my subscription and ensure no further deliveries are sent." Avoid vague phrasing that could be misinterpreted as a pause request or a complaint rather than a definitive cancellation.

Include the date you're writing the letter and specify when you want the cancellation to take effect. If you want to avoid receiving your next scheduled delivery, mention the date it's due and explicitly state that you do not want to receive it. Request written confirmation of your cancellation, including confirmation that no further charges will be applied to your payment method.

Additionally, if you've been experiencing any issues that prompted your cancellation, you can briefly mention them, but keep this section short. The letter's primary purpose is to cancel, not to lodge a detailed complaint. Save your account details and payment information by noting the last four digits of the card used for payment, which helps the company identify which payment method to stop charging.

Sending your letter via Recorded Delivery

Once your letter is written, you need to send it properly. Take your letter to a Post Office and request Recorded Delivery service. This costs a few pounds but is absolutely worth the investment. The postal worker will provide you with a receipt containing a unique tracking reference number. Keep this receipt in a safe place, as it's your proof of sending.

Recorded Delivery provides confirmation that your letter was delivered and signed for by someone at the recipient's address. You can track your letter's progress online using the Royal Mail website, and you'll be able to see exactly when it was delivered. This tracking information can be saved or printed as evidence if needed later.

Most importantly, send your letter well in advance of your next delivery date. If your next box is due in five days and Recorded Delivery takes two to three days, you're cutting it very close. Ideally, send your cancellation at least seven to ten days before your next scheduled delivery to allow time for postal transit and for the company to process your request.

The correct postal address for cancellation requests

Send your cancellation letter to Crumb.pet's registered business address. Make sure you copy this address exactly as shown, including all punctuation and postcode formatting:

• Crumb.pet
• Unit 3, Beehive Ring Road
• Gatwick
• West Sussex
• RH6 0PA
• United Kingdom

Double-check you've written the postcode correctly, as an incorrect postcode can delay delivery significantly. Write the address clearly and legibly, or better yet, print a label to ensure there's no confusion. Remember to include your return address on the envelope so the letter can be returned to you if there are any delivery issues.

Following up after sending

After you've sent your cancellation letter, monitor your tracking information daily. Once Royal Mail confirms delivery, wait two to three business days and then check your email for confirmation from Crumb.pet. They should send you an email acknowledging your cancellation and confirming that your subscription has been terminated.

If you don't receive confirmation within five business days of your letter being delivered, you need to follow up. Send an email to their customer service team referencing your postal cancellation. Include the date you sent the letter, the Recorded Delivery tracking number, and the date it was confirmed as delivered. Request immediate confirmation that your cancellation has been processed.

Keep monitoring your bank or credit card statements for at least two billing cycles after cancellation. If any charges appear after your cancellation date, contact your bank immediately to dispute them. Provide your bank with copies of your cancellation letter, your Recorded Delivery receipt, and the delivery confirmation from Royal Mail. This documentation gives you a strong case for a chargeback if the company refuses to refund unauthorised charges.

Using Postclic for easier postal cancellation

If you want to avoid the hassle of writing, printing, and posting a letter yourself, services like Postclic can handle the entire process for you. Postclic specialises in sending formal letters on your behalf, including subscription cancellations, with full tracking and proof of delivery included.

The service works by allowing you to create your cancellation letter through their online platform. You enter your details and cancellation request, and they professionally format the letter, print it, and send it via tracked postal service to Crumb.pet's address. You receive digital confirmation when the letter is sent and when it's delivered, giving you the same proof as Recorded Delivery but without needing to visit a Post Office.

This approach is particularly useful if you have mobility issues, live far from a Post Office, or simply want to save time. The cost is typically comparable to or only slightly more than sending Recorded Delivery yourself, but you gain the convenience of handling everything online. Additionally, Postclic maintains records of all correspondence sent through their service, giving you an additional layer of documentation if you need to prove your cancellation later.

Tips from former members

Common mistakes to avoid

Based on hundreds of cancellation cases I've handled, certain mistakes come up repeatedly. First, don't assume that pausing your subscription is the same as cancelling it. Many customers pause deliveries thinking they've ended their subscription, only to have deliveries resume automatically after the pause period ends. If you want to stop permanently, you must explicitly cancel, not just pause.

Another frequent error is cancelling too close to your next delivery date. Even with Recorded Delivery, if you send your letter only two or three days before your next box is due, there's a high chance you'll still receive that delivery and be charged for it. The postal system needs time to work, and the company needs time to process your request. Always build in extra time rather than cutting it fine.

Don't forget to check for any outstanding deliveries that have already been dispatched. If a box is already in transit when your cancellation letter arrives, you'll still receive it and be charged for it. This isn't necessarily the company being difficult; it's simply that the fulfilment process has already begun. Check your account for any "dispatched" notifications before sending your cancellation.

What to do if problems arise

If you continue to receive deliveries or charges after cancelling, act quickly. Contact your bank or credit card provider immediately and explain that you've cancelled the subscription with documented proof. Request that they block any further charges from Crumb.pet and initiate a chargeback for any unauthorised transactions that occurred after your cancellation date.

Simultaneously, send a follow-up letter to Crumb.pet, again via Recorded Delivery, reiterating your cancellation and demanding confirmation. Reference your original cancellation letter, including the date sent and tracking number. State clearly that any charges applied after your cancellation date are unauthorised and you expect immediate refunds.

If the company sends you food after your cancellation date, you're not obligated to return it or pay for it under UK consumer law. However, you should refuse delivery if possible or, if it's already been left, contact the company to arrange collection at their expense. Don't use or dispose of the food, as this could be interpreted as acceptance of the delivery.

Managing the transition to alternative feeding

Many former Crumb.pet customers worry about suddenly switching their pet's food, particularly if their animal has been eating the customised recipes for months. If you have advance notice that you'll be cancelling, start transitioning your pet to their new food gradually while you still have Crumb.pet deliveries available. Mix increasing amounts of the new food with decreasing amounts of Crumb.pet over seven to ten days to avoid digestive upset.

If you're cancelling because of cost concerns rather than dissatisfaction with the food itself, consider whether you can replicate some aspects of the diet more affordably. Some former customers have successfully worked with their vets to identify high-quality commercial foods that meet similar nutritional profiles at a lower cost. Others have explored home-cooking for their pets, though this requires careful planning to ensure nutritional completeness.

Freezer space liberation

One immediate benefit of cancelling is reclaiming your freezer space. If you have remaining Crumb.pet food that your pet will still eat, use it up according to the feeding guidelines. However, if your pet has refused the food or you're switching immediately for health reasons, you have a few options. Some customers donate unopened pouches to local animal shelters or rescue organisations, though check first whether they accept frozen pet food donations.

Alternatively, if you have friends or family with pets, they might appreciate trying the food for free. Just make sure the food is appropriate for their pet's species and that they understand how to store and serve it properly. Whatever you do, don't simply throw away large quantities of frozen pet food without considering whether someone else could use it.

Final recommendations

Looking back at successful cancellations, the customers who have the smoothest experience are those who plan ahead, document everything, and use tracked postal services. Don't rely on online cancellation forms or phone calls unless you're comfortable with uncertainty. The small investment in Recorded Delivery or a service like Postclic pays for itself in peace of mind and concrete proof of your cancellation.

Remember that cancelling a subscription isn't personal and you don't need to justify your decision extensively. Companies experience customer churn constantly, and while they may try to retain you with offers or discounts, you're under no obligation to continue a service that no longer meets your needs. Be polite but firm, keep your cancellation communication clear and direct, and maintain records of all correspondence. With these practices, you'll successfully end your Crumb.pet subscription without unnecessary complications or continued charges.