Ending your Tails.com membership made easy

About Tails.com

Tails.com is a UK-based pet food subscription service that delivers personalised dog food directly to your door. Founded in 2014, the company has built its reputation on creating bespoke nutritional plans tailored to each dog's specific needs, including their age, breed, activity level, and health requirements. The service operates entirely on a subscription model, meaning customers receive regular deliveries of dog food at intervals they specify.

What sets Tails.com apart from traditional pet food retailers is their algorithmic approach to canine nutrition. When you sign up, you complete a detailed questionnaire about your dog, covering everything from their weight and exercise habits to any dietary sensitivities or health concerns. This information is then used to formulate a unique recipe, with the food manufactured to order at their UK facilities. The company claims this personalised approach ensures your dog receives optimal nutrition without unnecessary fillers or ingredients they don't need.

The subscription model means that once you've set up your account, deliveries arrive automatically according to your chosen schedule. This convenience is a major selling point for busy pet owners, but it also means that if you wish to stop the service, you need to actively cancel your subscription. Therefore, understanding the cancellation process is essential for anyone considering or currently using Tails.com.

Tails.com operates across the United Kingdom and has served hundreds of thousands of dogs since its launch. The company positions itself as a premium pet food provider, with pricing that reflects the bespoke nature of their product. As a subscription service, they fall under UK consumer protection regulations, which means you have specific rights when it comes to cancelling your contract.

Subscription plans and pricing

Tails.com operates on a flexible subscription model rather than offering fixed-term contracts. This means there's no minimum commitment period, and you're not locked into a lengthy agreement. However, understanding how the pricing works is crucial before you decide whether to continue or cancel your subscription.

How pricing is calculated

Unlike traditional pet food where you pay a set price per bag, Tails.com calculates your cost based on your dog's individual requirements. The price you pay depends on several factors, including your dog's size, the recipe formulated for them, and how much food they need daily. This means that two customers could pay significantly different amounts for what appears to be the same service.

The typical price range for Tails.com subscriptions varies considerably. For a small dog, you might pay around £20-£30 per month, whilst larger breeds requiring more food could see monthly costs exceeding £60-£80. The company provides a daily cost breakdown during the sign-up process, which helps you understand exactly what you'll be paying.

Delivery frequency options

When you set up your subscription, you choose how often you want deliveries. Tails.com offers flexible scheduling, typically ranging from every two weeks to every eight weeks, depending on your dog's consumption rate. The company aims to time deliveries so you receive your next box just as you're running out, reducing waste and ensuring freshness.

You can adjust your delivery schedule through your online account, and the company does allow you to pause deliveries temporarily if needed. However, many customers find that even with these flexibility options, the subscription model doesn't always suit their changing circumstances, which is why understanding cancellation procedures becomes important.

Introductory offers and discounts

Tails.com frequently runs promotional offers for new customers, which might include discounted first orders or free starter kits. Whilst these offers make the initial sign-up attractive, it's important to understand that the ongoing subscription will revert to full price. Some customers decide to cancel after trying the introductory offer, particularly if they find the regular pricing doesn't fit their budget.

Cancellation terms and conditions

As a UK-based subscription service, Tails.com must comply with consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. These laws provide you with specific rights when it comes to cancelling subscription services, and understanding these rights empowers you to make informed decisions about your contract.

Your legal rights under UK law

Under UK consumer protection law, you have a 14-day cooling-off period from when you first sign up to Tails.com or receive your first delivery. During this period, you can cancel your subscription for any reason without penalty. This means if you try the food and your dog doesn't take to it, or you simply change your mind about the service, you're entitled to a full refund for any unused product.

After the cooling-off period expires, you still retain the right to cancel your subscription at any time, as Tails.com operates on a rolling contract rather than a fixed term. However, the company's specific terms and conditions will govern how much notice you need to provide and whether you're entitled to refunds for food already dispatched.

Notice periods and timing

Tails.com typically requires reasonable notice before your next scheduled delivery if you wish to avoid being charged for it. In practice, this means you should cancel your subscription well in advance of your next delivery date. The company's terms generally state that you need to cancel before your next order is processed, which usually happens a few days before the actual dispatch date.

This timing is crucial because if your cancellation request arrives after an order has already been processed or dispatched, you may still be charged for that delivery. Therefore, acting promptly when you decide to cancel is essential to avoid unwanted charges and deliveries.

Refund policies

Tails.com's refund policy distinguishes between cancellations during the cooling-off period and those made afterwards. During the initial 14 days, you're entitled to return unused food for a full refund, including delivery charges. After this period, refunds are typically only provided for faulty products or if there's been an error with your order.

If you've received a delivery just before cancelling, you'll generally be expected to pay for that food even if you subsequently cancel your subscription. This is why many customers prefer to time their cancellation to coincide with running out of food, rather than cancelling when they have a full box recently delivered.

Why customers choose to cancel

Understanding common cancellation reasons helps contextualise why having a reliable cancellation method is important. Many customers cancel Tails.com subscriptions due to cost concerns, particularly when the initial promotional price ends and they face the full monthly fee. For households with multiple dogs or large breeds, the ongoing expense can become significant.

Other customers cancel because their dog doesn't enjoy the food or experiences digestive issues with the formulation. Despite the personalised approach, not every dog adapts well to the recipes provided. Some pet owners also find they prefer the flexibility of buying food as needed from shops rather than committing to regular deliveries, especially if their circumstances change frequently.

Changes in the dog's health status, dietary needs, or sadly, the passing of a pet, are also common reasons for cancellation. Additionally, some customers simply prefer to try different brands and rotate their dog's diet rather than sticking with one provider long-term.

How to cancel Tails.com by post

Whilst many companies encourage online cancellation methods, sending a formal cancellation letter by post remains the most reliable and legally robust way to end your subscription. This approach provides you with concrete proof of your cancellation request, which protects you if any disputes arise about when you cancelled or whether your request was received.

Why postal cancellation is recommended

Cancelling by post creates an indisputable paper trail that serves as evidence of your intentions and timing. When you send a letter via Recorded Delivery, you receive proof of postage and confirmation when the letter is delivered to Tails.com's offices. This documentation is invaluable if the company continues to charge you after you've cancelled, or if they claim they never received your cancellation request.

Online cancellation methods, whilst convenient, can sometimes present challenges. Website interfaces change, accounts can experience technical issues, and there's often no automatic confirmation that your cancellation has been properly processed. As a result, some customers find themselves in disputes about whether they successfully cancelled online, with no concrete proof of their actions.

Postal cancellation also ensures your request is handled formally by the company's administrative team rather than potentially being overlooked in an online system. In practice, companies take postal correspondence seriously, particularly when it's sent via tracked delivery, because it demonstrates the customer's commitment to ensuring their request is received and actioned.

Preparing your cancellation letter

Your cancellation letter should be clear, concise, and include all necessary information to identify your account. At minimum, you should include your full name as it appears on your Tails.com account, your account number or email address associated with the subscription, your dog's name (as this is how Tails.com identifies accounts), and your delivery address.

State clearly that you wish to cancel your subscription with immediate effect, or specify a particular date if you prefer. Include the date you're writing the letter, and request written confirmation of your cancellation. It's also wise to mention that you're sending the letter via Recorded Delivery and to reference the tracking number in your letter.

Keep your tone professional and factual. You don't need to provide detailed reasons for cancelling, though you can mention them briefly if you wish. The key is to make your intentions absolutely clear and provide all information needed to process your cancellation without delay.

The correct postal address

When sending your cancellation letter to Tails.com, it's crucial to use their correct registered office address to ensure your correspondence reaches the appropriate department. Send your letter to:

• Unit 1, The Exchange, Brent Cross Town, London, NW4 3RJ

Double-check this address before posting your letter, as sending correspondence to an incorrect address could delay your cancellation or result in your letter not being received at all. This would leave you without proof that you attempted to cancel, potentially leading to continued charges.

Using Recorded Delivery

Always send your cancellation letter via Royal Mail Recorded Delivery or Special Delivery. These services cost a few pounds extra but provide tracking and proof of delivery, which is essential for protecting your consumer rights. When you post your letter, you'll receive a receipt with a tracking number that you should keep safely.

You can track your letter online using the Royal Mail website, and you'll be able to see exactly when it was delivered to Tails.com's address. This tracking information serves as legal proof that your cancellation request was received, should you need it later. In practice, this proof is your strongest protection against any claims that your cancellation wasn't received or was received too late.

How Postclic simplifies the process

For those who want the security of postal cancellation without the hassle of printing, posting, and tracking letters themselves, services like Postclic offer a practical solution. Postclic allows you to create your cancellation letter digitally, and they handle the printing, posting, and tracking on your behalf, sending it via Recorded Delivery to ensure proof of delivery.

This approach saves you time whilst still providing all the legal protections of postal cancellation. You receive digital proof of postage and delivery confirmation, which you can store electronically for your records. The service ensures your letter is professionally formatted and sent to the correct address, reducing the risk of errors that could delay your cancellation.

Whilst you can certainly handle postal cancellation yourself, services like Postclic are particularly useful if you don't have easy access to a printer, if you're short on time, or if you simply want the peace of mind that comes from knowing the process is being handled correctly. The modest fee for such services is often worthwhile when weighed against the potential cost of continued unwanted subscriptions if a cancellation goes wrong.

Following up on your cancellation

Once your letter has been delivered, which you'll know from your tracking information, allow a few working days for Tails.com to process your cancellation. If you haven't received confirmation within five working days of delivery, it's appropriate to follow up with the company to ensure your cancellation has been actioned.

Keep all documentation related to your cancellation, including your copy of the letter, proof of postage, delivery confirmation, and any subsequent correspondence from Tails.com. This documentation is your protection if any issues arise, such as continued charges or unwanted deliveries after you've cancelled.

What to do if problems arise

If Tails.com continues to charge you after you've cancelled, or if they dispute receiving your cancellation, your proof of delivery is your strongest evidence. Contact your bank or credit card provider immediately to dispute any charges made after your cancellation date, providing them with your proof that you cancelled the subscription.

You can also escalate complaints to the Financial Ombudsman Service if payment disputes aren't resolved, or to Trading Standards if you believe the company isn't complying with consumer protection law. However, in most cases, having clear proof of your postal cancellation will resolve any disputes quickly, as companies recognise their legal obligation to honour properly submitted cancellation requests.

Customer reviews and tips

Understanding other customers' experiences with Tails.com and their cancellation process provides valuable insights that can help you navigate your own subscription management. Customer feedback reveals both the strengths and potential challenges of the service, helping you make informed decisions.

Common customer experiences

Many Tails.com customers report positive experiences with the food quality and their dogs' enjoyment of the meals. The personalised approach receives frequent praise, with owners appreciating the tailored nutritional profiles. However, reviews also consistently mention the cost as a significant consideration, particularly for multi-dog households or owners of larger breeds where monthly expenses can become substantial.

Regarding cancellation experiences, customer feedback is mixed. Some users report straightforward cancellation processes, whilst others describe difficulties in stopping their subscriptions or receiving continued deliveries after cancelling. These varied experiences underscore why using a robust cancellation method with proof of delivery is so important—it ensures you have evidence regardless of how smoothly the company processes your request.

Delivery and subscription management

Customers generally praise Tails.com's delivery reliability, with most reporting that boxes arrive on schedule and in good condition. However, some reviews mention challenges with pausing or adjusting deliveries through the online account system, with changes not always being reflected correctly in subsequent orders.

This feedback highlights an important point: even when companies offer online subscription management tools, these systems aren't always foolproof. Therefore, when you're making a permanent change like cancellation, using a method that provides concrete proof becomes even more valuable.

Customer service feedback

Reviews of Tails.com's customer service present a varied picture. Many customers report helpful and responsive support when they've had questions or issues with their orders. However, some reviews describe frustration when trying to resolve billing issues or cancel subscriptions, with reports of delayed responses or difficulty getting clear confirmation of cancellation.

This variability in customer service experiences further supports the case for postal cancellation. When you have proof of delivery for your cancellation request, you're not dependent on the responsiveness or efficiency of customer service to protect your rights. Your documented cancellation stands as evidence regardless of how quickly the company responds.

Tips from experienced customers

Customers who have successfully managed and cancelled Tails.com subscriptions offer several practical tips. First, they recommend keeping detailed records of all communications with the company, including order confirmations, delivery dates, and any correspondence about your account. This documentation proves invaluable if disputes arise.

Second, many customers advise timing your cancellation carefully in relation to your delivery schedule. If you cancel just after receiving a delivery, you've paid for food you can still use whilst ensuring no further deliveries will arrive. This approach avoids the waste of cancelling when you have plenty of food remaining, whilst also preventing unwanted future deliveries.

Third, experienced customers emphasise the importance of checking your bank statements after cancelling to ensure no further charges appear. Even with successful cancellation, billing systems can sometimes continue to process payments automatically, so vigilance is necessary to catch and dispute any erroneous charges quickly.

Value considerations

When evaluating whether to continue or cancel your Tails.com subscription, customers suggest doing a thorough cost comparison with alternative feeding options. Calculate your actual monthly spend with Tails.com and compare it to what you'd pay for comparable quality food from pet shops or other suppliers. For some dogs and budgets, Tails.com represents good value, whilst for others, more economical options exist.

Consider also the convenience factor in your value assessment. The time saved by having food delivered versus shopping for it has value, but this needs to be weighed against the subscription cost. As a result, your personal circumstances—including your budget, time availability, and your dog's specific needs—should guide your decision about whether the subscription remains worthwhile.

Alternatives to cancellation

Before cancelling completely, some customers recommend exploring Tails.com's options for reducing costs or adjusting your subscription. You might be able to reduce delivery frequency, adjust portion sizes if your dog needs less food than initially calculated, or pause deliveries temporarily if you're going through a period where the subscription doesn't suit your circumstances.

However, if you've decided that cancellation is the right choice for your situation, don't let concerns about the process deter you. As a consumer, you have clear rights to cancel subscription services, and using a proper cancellation method with proof of delivery ensures those rights are protected. Your decision to cancel should be based on what's best for you and your dog, not on worries about the cancellation process itself.

Understanding your rights, using reliable cancellation methods, and keeping thorough documentation puts you in control of your subscription. Whether you're cancelling due to cost, because your dog's needs have changed, or simply because you prefer different feeding arrangements, you're entitled to end your subscription cleanly and without ongoing charges. The key is ensuring your cancellation is properly documented and sent to the correct address via a tracked delivery method, giving you peace of mind that your request has been received and will be actioned appropriately.