Cancellation service n°1 in United Kingdom
Tracked Letter
Ending your Tails membership made easy
About Tails
Tails is a UK-based pet food subscription service that delivers personalised, nutritionally balanced meals directly to your door for dogs and cats. Founded with the mission to provide fresh, tailored nutrition for pets, Tails creates bespoke recipes based on your pet's specific needs, including their age, breed, weight, activity level, and any dietary requirements or sensitivities they may have.
The company operates on a subscription model, sending regular deliveries of dry food that's formulated specifically for your individual pet. Each recipe is developed by veterinary nutritionists and contains high-quality ingredients without artificial colours, flavours, or preservatives. This means your pet receives food that's designed exclusively for their nutritional requirements, rather than a one-size-fits-all approach.
As a result of their personalised approach, many pet owners initially find Tails appealing. However, circumstances change, and you may find yourself needing to cancel your subscription for various reasons. Perhaps your pet's dietary needs have changed, you've found a more suitable alternative, or financial considerations have shifted your priorities. Whatever your reason, understanding your rights and the proper cancellation process is essential to protect yourself as a consumer.
Tails operates from their registered office at Unit 1, The Exchange, Brent Cross, London, and serves customers throughout the United Kingdom. As with any subscription service, knowing how to properly terminate your agreement ensures you won't face unexpected charges or complications down the line.
Subscription plans and pricing
Tails operates a flexible subscription model designed to adapt to your pet's feeding requirements. The pricing structure is personalised based on several factors, making it difficult to provide exact figures that apply to every customer. However, understanding the general framework helps you know what you're committing to and what charges you might expect.
How Tails pricing works
When you first sign up to Tails, you complete a detailed questionnaire about your pet. This information determines the recipe formulation and portion sizes, which directly impact the cost of your subscription. Therefore, two customers with different pets will likely pay different amounts, even for the same delivery frequency.
The main factors affecting your subscription cost include your pet's weight, their activity level, whether they're a dog or cat, and any special dietary requirements. Larger, more active dogs naturally require more food, resulting in higher subscription costs. In practice, monthly costs can range significantly, with smaller pets costing less to feed than larger breeds.
| Pet size | Approximate monthly cost range | Delivery frequency options |
|---|---|---|
| Small dogs/cats (under 10kg) | £25-£45 | Every 2, 4, or 6 weeks |
| Medium dogs (10-25kg) | £45-£75 | Every 2, 4, or 6 weeks |
| Large dogs (over 25kg) | £75-£120+ | Every 2, 4, or 6 weeks |
What's included in your subscription
Your Tails subscription includes the personalised dry food delivered directly to your home, with free delivery on all orders. The food arrives in recyclable packaging, and you can adjust your delivery schedule through your account settings. This flexibility is one of the service's selling points, though it's important to understand that changes need to be made before your next dispatch date to take effect.
As a result of this subscription model, you're committing to regular payments that continue until you actively cancel. This is why understanding the cancellation process is so important for protecting your financial interests.
Cancellation terms and conditions
Understanding Tails' cancellation terms is crucial for exercising your consumer rights effectively. Like all UK businesses, Tails must comply with consumer protection legislation, which provides you with specific rights when entering into and exiting contracts.
Your legal rights as a consumer
Under the Consumer Contracts Regulations 2013, you have a 14-day cooling-off period from when you receive your first order. During this time, you can cancel your subscription for any reason without penalty. This means if you're unhappy with the product or simply change your mind, you're legally entitled to a full refund for any unopened products you return.
After the cooling-off period expires, you're still entitled to cancel your subscription, but the terms become subject to Tails' own cancellation policy. Therefore, understanding both your statutory rights and the company's specific terms protects you throughout your customer journey.
Notice periods and final charges
Tails typically requires notice before your next scheduled delivery to process a cancellation effectively. In practice, this means you need to cancel with sufficient time for them to stop your next dispatch. If you cancel after the cut-off point for your upcoming delivery, you may still receive and be charged for that final order.
This is a common point of frustration for customers who assume immediate cancellation means no further charges. As a result, timing your cancellation correctly is essential. You should aim to cancel at least 5-7 working days before your next scheduled delivery date to ensure the cancellation processes in time.
Refund policies
Tails' refund policy generally covers situations where products are faulty, incorrectly formulated, or if you're within your cooling-off period. However, once you've opened and used the product beyond the initial trial period, refunds become less straightforward. This means keeping records of any quality issues and communicating them promptly strengthens your position if you need to request a refund.
| Situation | Refund entitlement | Action required |
|---|---|---|
| Within 14-day cooling-off period | Full refund for unopened products | Cancel and return unused items |
| Product quality issue | Refund or replacement | Document issue and contact customer service |
| Standard cancellation after trial | No refund for delivered orders | Cancel to prevent future charges |
How to cancel Tails by post
Cancelling your Tails subscription by post is the most reliable method for protecting your consumer rights. Whilst many companies encourage online cancellation methods, postal cancellation provides you with concrete proof of your cancellation request, which becomes invaluable if disputes arise.
Why postal cancellation is recommended
Sending your cancellation request by Recorded Delivery or Signed For post creates an official paper trail that proves exactly when you requested cancellation. This means if Tails continues to charge you after receiving your cancellation notice, you have documented evidence to support your case with your bank or when making a complaint.
In practice, online cancellation processes can sometimes fail due to technical issues, unclear confirmation messages, or disputes about whether you completed the process correctly. Therefore, postal cancellation eliminates these ambiguities entirely. Your proof of postage and delivery confirmation provides undeniable evidence of your cancellation request.
Preparing your cancellation letter
Your cancellation letter should be clear, concise, and include all necessary information to identify your account. You need to include your full name as it appears on your account, your account email address or customer number, your delivery address, and a clear statement that you wish to cancel your subscription with immediate effect.
Additionally, you should request written confirmation of your cancellation and specify that you do not wish to receive any further deliveries or charges. Including the date on your letter establishes a clear timeline, which becomes important if you need to dispute any subsequent charges.
Information to include in your letter
- Your full name and Tails account details
- Your delivery address registered with Tails
- Your email address associated with the account
- Clear statement requesting immediate cancellation
- Request for written confirmation of cancellation
- Date of your letter
- Your signature
Sending your cancellation letter
You must send your cancellation letter to Tails' registered office address using a tracked postal service. Royal Mail Signed For or Recorded Delivery services provide proof of postage and delivery confirmation, which protects your interests completely.
The correct postal address for cancellation requests is:
- Unit 1, The Exchange, Brent Cross, London, NW4 3RJ
Keep your proof of postage certificate in a safe place along with a copy of your cancellation letter. This documentation becomes your evidence if any issues arise. In practice, most disputes about cancellations occur because customers cannot prove they sent their request or when it was delivered.
Using Postclic for cancellation letters
Services like Postclic simplify the postal cancellation process significantly. Postclic allows you to send tracked, professional letters without visiting the post office, which saves considerable time and effort. The service handles printing, enveloping, and posting your letter with full tracking, providing you with digital proof of delivery.
This means you can cancel your subscription from home whilst still obtaining the legal protection that postal cancellation provides. As a result, you get the convenience of online cancellation combined with the security of documented postal delivery. Postclic maintains records of your letter and delivery confirmation, giving you easy access to proof if you need it months later.
Timeline and follow-up actions
Once you've posted your cancellation letter, you should receive delivery confirmation within 1-2 working days for standard UK addresses. Tails should then process your cancellation and send written confirmation, typically within 5-10 working days of receiving your letter.
If you don't receive cancellation confirmation within two weeks, you should follow up with another letter referencing your original cancellation request and including copies of your proof of postage. Therefore, keeping meticulous records protects you throughout this process.
What to do if charges continue
If Tails continues charging you after they've received your cancellation letter, you have several options. First, contact your bank or card provider immediately to dispute the charge, providing your proof of postage and delivery as evidence. Your bank can initiate a chargeback, which reverses the payment whilst they investigate.
Additionally, you can escalate your complaint to Citizens Advice or the relevant consumer protection bodies if Tails refuses to acknowledge your cancellation. Your documented evidence makes these processes significantly more straightforward.
Customer reviews and tips
Understanding other customers' experiences with Tails and their cancellation process helps you navigate your own situation more effectively. Reviews provide valuable insights into common issues and successful strategies for cancellation.
Common reasons customers cancel
Many Tails customers report cancelling their subscriptions due to cost concerns, particularly when the ongoing expense becomes difficult to justify compared to alternative pet food options. This is entirely reasonable, as household budgets change and priorities shift over time.
Other customers find that their pets don't take well to the food, experiencing digestive issues or simply refusing to eat it. As a result, continuing the subscription becomes impractical regardless of the food's nutritional benefits. Some customers also report that the convenience factor diminishes over time, particularly if delivery schedules don't align well with their pet's consumption rates.
Customer experiences with cancellation
Customer feedback about Tails' cancellation process varies considerably. Some customers report smooth, straightforward cancellations with prompt confirmation and no further charges. However, others describe difficulties getting clear confirmation or experiencing unexpected final deliveries that arrived after they believed their subscription was cancelled.
These mixed experiences highlight why postal cancellation with proof of delivery is so important. Therefore, customers who document their cancellation requests thoroughly tend to resolve any issues more quickly than those relying solely on online methods or phone calls.
Tips for successful cancellation
Based on customer experiences and consumer rights best practices, several strategies increase your chances of smooth cancellation. First, cancel well in advance of your next delivery date, ideally 7-10 days before to ensure processing time. This means you avoid disputes about whether your cancellation arrived in time to stop the next shipment.
Second, keep comprehensive records of all communication with Tails, including dates, times, and the content of any conversations or correspondence. In practice, this documentation becomes invaluable if disputes arise. Third, check your bank statements carefully for at least two billing cycles after cancellation to ensure no further charges appear.
Protecting yourself financially
If you're concerned about continued charges, consider asking your bank to block future payments to Tails after your cancellation letter has been delivered. This provides an additional layer of protection, though you should only do this after giving Tails reasonable time to process your cancellation request.
Additionally, if you paid by credit card, you have additional protection under Section 75 of the Consumer Credit Act for purchases over £100. This means your credit card company shares liability if services aren't provided as agreed or if cancellation terms aren't honoured.
What to do if you're struggling to cancel
If you encounter difficulties cancelling your Tails subscription despite following proper procedures, you have several escalation options available. Citizens Advice provides free, impartial guidance on consumer rights and can advise you on next steps specific to your situation.
You can also contact your local Trading Standards office, which has powers to investigate businesses that don't comply with consumer protection regulations. Furthermore, if you've exhausted direct communication with Tails, you might consider using alternative dispute resolution services, which provide independent mediation between consumers and businesses.
Your rights if you're in financial difficulty
If financial hardship is driving your need to cancel, you should communicate this clearly in your cancellation letter. Whilst Tails isn't legally obligated to waive charges you've already agreed to, many companies show flexibility when customers experience genuine financial difficulties. Therefore, being honest about your circumstances might result in more accommodating treatment.
As a result of consumer protection principles, you shouldn't feel pressured to continue a subscription you can no longer afford. Your right to cancel exists regardless of your reasons, and exercising this right protects your financial wellbeing.
Moving forward after cancellation
Once you've successfully cancelled your Tails subscription, monitor your email and post for final confirmation. Keep this confirmation permanently in your records, as it proves your subscription ended on a specific date. This documentation protects you if any issues emerge months later.
Remember that cancelling a subscription is your legal right as a consumer, and you shouldn't feel guilty or pressured about exercising this right. Services like Tails depend on subscriptions, but your financial and practical needs must take priority. By following proper cancellation procedures and maintaining thorough documentation, you protect yourself whilst ensuring the company receives clear, unambiguous notice of your decision to end the service.