Stopping eFax: What you need to know

About eFax

eFax is a digital faxing service that's been around since 1996, making it one of the oldest players in the online fax market. Instead of using a traditional fax machine, eFax lets you send and receive faxes through email or their mobile app. It's particularly popular with small businesses, solicitors, medical practices, and anyone who still needs to handle fax communications but wants to avoid the hassle of maintaining physical equipment.

The service works by assigning you a dedicated fax number - in the UK, you'll typically get a local or toll-free number. When someone sends you a fax, it arrives in your email inbox as a PDF attachment. When you need to send a fax, you simply attach a document to an email and send it to the recipient's fax number. It's straightforward enough, which is why many professionals initially find it appealing.

eFax is owned by j2 Global (now known as Ziff Davis), a company that operates numerous communication services worldwide. The UK operation has been serving customers for years, though it's worth noting that many users eventually move on to more modern alternatives or find they no longer need faxing services at all. Keep in mind that whilst eFax markets itself as a convenient solution, the cancellation process requires careful attention to detail - something I'll walk you through in this guide.

Plans, features and pricing

Understanding what you're paying for is crucial before you cancel, especially if you're trying to time your cancellation to avoid being charged for another billing cycle. eFax UK offers several subscription tiers, and pricing can vary depending on promotional offers and when you signed up.

Current subscription options

eFax typically structures their UK plans around monthly page allowances. Most importantly, these plans auto-renew unless you actively cancel them. Here's what you need to know about the standard offerings:

Additionally, eFax offers annual payment options that typically provide a discount compared to monthly billing. However, annual plans can be trickier to cancel mid-term, and refunds are generally not provided for unused months. This is a common complaint I've seen from users who thought they could get a pro-rata refund.

Features included with subscriptions

All eFax UK plans include the core functionality: sending and receiving faxes via email, access to the mobile app for iOS and Android, electronic signatures, and the ability to store faxes in their cloud system. Higher-tier plans often include additional features like multiple user access, larger file attachments, and priority customer support.

One thing to watch out for: promotional pricing. Many customers sign up during a special offer period and are surprised when their subscription renews at the full standard rate. Check your original signup email to confirm what you're actually being charged, as this information will be important if you need to reference specific charges when cancelling.

Terms of service and cancellation policy

This is where things get interesting, and frankly, where many customers encounter frustration. eFax's cancellation policy isn't as straightforward as simply clicking a button, which is precisely why understanding the terms is essential before you begin the cancellation process.

Legal requirements in the UK

Under UK consumer protection law, specifically the Consumer Contracts Regulations 2013, you have certain rights when cancelling subscription services. If you've signed up within the last 14 days, you're entitled to a full refund under the "cooling-off period" rules. However, if you've already used the service during this period, the company may deduct charges for the service you've received.

Beyond the initial 14 days, your cancellation rights depend on the contract terms you agreed to when signing up. Most importantly, eFax requires notice before cancellation, and this is where many people trip up. The standard notice period is typically 30 days, meaning if you cancel today, you'll likely be charged for one more billing cycle.

Automatic renewal terms

eFax subscriptions automatically renew at the end of each billing period unless you cancel beforehand. This is standard practice for subscription services, but what catches people out is the timing requirement. You must cancel before your renewal date to avoid being charged for the next period. Additionally, there's no pro-rata refund system - if you cancel halfway through your billing month, you won't get money back for the unused portion.

Keep in mind that eFax's terms explicitly state that cancellations must be received before the renewal date processes. If your payment has already been taken, you're committed to that billing period. I've seen countless cases where someone cancels on the day they're charged and assumes they'll get a refund, only to be disappointed.

Notice period requirements

The notice period is crucial. eFax typically requires written notice, and this notice must be received (not just sent) within the appropriate timeframe. This is exactly why postal cancellation using Recorded Delivery is so important - you have proof of when they received your cancellation letter.

Why people cancel eFax subscriptions

Understanding common cancellation reasons helps you articulate your own decision and ensures you're making the right choice. From processing thousands of cancellations, I've identified several recurring themes.

Cost versus usage patterns

The most common reason people cancel is simply not using the service enough to justify the monthly cost. Many professionals sign up thinking they'll need regular faxing capabilities, but in practice, they might only send one or two faxes per month. At £15.99 or more monthly, that's an expensive way to send occasional documents. Additionally, some users find that their industry has moved away from faxing entirely, making the subscription redundant.

Technical issues and reliability concerns

Another frequent complaint involves faxes not sending or receiving properly, delayed delivery notifications, or poor image quality on received documents. Whilst eFax generally works well, when problems occur, customer service response times can be frustrating. Some users report waiting days for technical support responses, which is unacceptable when you're dealing with time-sensitive business communications.

Better alternatives available

The market has evolved significantly since eFax launched. Newer competitors offer similar functionality at lower prices, better user interfaces, or more flexible pay-as-you-go options. Some users discover they can achieve the same results using their existing document management systems or by switching to services that charge per fax rather than maintaining a monthly subscription.

Cancelling by post - the complete guide

Right, let's get into the practical steps. Postal cancellation is, in my professional opinion, the most reliable method for terminating your eFax subscription. Here's why: you get documented proof of delivery, there's a clear paper trail, and you're protected under UK consumer law. Phone cancellations can be "forgotten" or disputed, and online methods may not always be available or functioning properly.

Why postal cancellation is most reliable

First, let me explain the strategic advantage of using post. When you send a cancellation letter via Royal Mail Recorded Delivery, you receive a reference number and signature confirmation when the letter is delivered. This creates indisputable evidence that eFax received your cancellation request on a specific date. If there's any dispute about billing after your cancellation, you have concrete proof.

I've seen numerous cases where customers thought they'd cancelled through other methods, only to continue being charged. Without proof, it becomes a "he said, she said" situation. With Recorded Delivery, you have documentation that holds up with credit card companies and even in small claims court if necessary. Most importantly, companies take postal correspondence more seriously because they know it demonstrates your commitment to the cancellation.

Preparing your cancellation letter

Your cancellation letter needs to include specific information to be effective. Start by gathering your account details: your eFax number, the email address associated with your account, your full name as it appears on the subscription, and your customer reference number if you have one. Additionally, locate your most recent bill or invoice, as you'll want to reference this.

The letter itself should be clear and direct. State explicitly that you are cancelling your eFax subscription, include your account identifying information, and specify the date from which you want the cancellation to take effect. Keep in mind that due to notice periods, the effective cancellation date may be one billing cycle away. Request written confirmation of your cancellation - this is crucial.

Next, include a sentence withdrawing permission for any future direct debit or card payments. This adds an extra layer of protection. Also state that you expect no further charges after the final billing period. Finally, provide your contact details for their confirmation response.

Where to send your letter

This is absolutely critical - you must send your cancellation letter to the correct address. Using an outdated or incorrect address could invalidate your cancellation or cause significant delays. Based on current information for eFax UK operations, send your cancellation letter to:

• eFax Corporate
• j2 Global UK Limited
• Highlands House
• Basingstoke Road
• Spencers Wood
• Reading
• Berkshire
• RG7 1NT
• United Kingdom

Double-check this address matches any correspondence you've received from eFax, as administrative addresses can occasionally change. If you've received recent billing statements or contract documentation, verify the registered office address listed there.

Using Recorded Delivery effectively

When you visit the Post Office, specifically request "Signed For" or "Royal Mail Tracked 24" service. Standard Recorded Delivery has been replaced by these services, which provide tracking and signature confirmation. The cost is typically around £3-4, which is money well spent for peace of mind.

Keep your proof of postage receipt in a safe place - photograph it with your phone as backup. Track your letter using the Royal Mail tracking website, and note when it's been delivered and signed for. This timestamp is your evidence of when eFax received your cancellation notice.

Following up on your cancellation

After your letter has been delivered (you'll see this on the tracking system), wait 3-5 working days, then follow up. Check your email for confirmation from eFax - they should send written acknowledgment of your cancellation. If you haven't received confirmation within a week of delivery, you'll need to chase them up.

Most importantly, monitor your bank account or credit card statements. Verify that no charges appear after your final expected billing date. If you are charged after cancellation, immediately contact your bank or card provider with your Recorded Delivery proof and dispute the charge as unauthorised.

Using Postclic for hassle-free cancellation

If you want to streamline this entire process, services like Postclic can handle the postal cancellation for you. Instead of visiting the Post Office, formatting a letter, and managing tracking numbers, Postclic lets you send your cancellation letter digitally. They handle the printing, posting with tracking, and provide you with digital proof of delivery.

The advantage here is time-saving and professional presentation. Your letter is properly formatted, sent with tracked delivery automatically, and you receive confirmation without leaving your desk. Additionally, Postclic maintains records of your correspondence, which can be valuable if you need to reference your cancellation months later. It's particularly useful if you're busy or if your nearest Post Office has inconvenient hours.

Tips from former members

Over the years, I've collected insights from hundreds of people who've successfully cancelled eFax subscriptions. These practical tips can save you time, money, and frustration.

Timing your cancellation strategically

First and foremost, calendar management is essential. As soon as you decide to cancel, check your renewal date immediately. You'll find this on your account dashboard or recent invoice. Then work backwards - if your renewal is on the 15th of the month, aim to have your cancellation letter delivered by the 8th at the latest. This gives you buffer time for any postal delays or processing time on eFax's end.

Additionally, be aware of weekends and bank holidays. If your renewal date falls on a Monday, sending your letter on the preceding Friday might not provide enough processing time. Account for these gaps in your timing calculations.

Document everything thoroughly

Create a cancellation folder - whether physical or digital - and keep everything related to your cancellation in one place. Include copies of your cancellation letter, your Recorded Delivery receipt, tracking confirmations, screenshots of your account showing the last payment, and any email correspondence with eFax.

One former member shared that they took screenshots of their account settings every week after cancelling until they were certain the subscription had ended. This might seem excessive, but when a dispute arose about an unexpected charge, those screenshots provided the evidence needed to get a refund. Keep in mind that digital records are easy to maintain and can be invaluable.

Protect yourself from continued charges

Here's an insider tip: after you've sent your cancellation and received confirmation, contact your bank or card provider and inform them that you've cancelled the subscription. Ask them to note this on your account. If charges appear after cancellation, you'll have an easier time disputing them because you've already flagged the cancellation with your bank.

Some people go further and set up account alerts for any charges from eFax or j2 Global. This way, if an unexpected charge appears, you're notified immediately rather than discovering it weeks later when it's harder to dispute.

What to do if cancellation is refused

Occasionally, companies may claim they didn't receive your cancellation or that it was received too late. This is precisely why Recorded Delivery proof is so valuable. If eFax disputes your cancellation, respond immediately in writing (again, by recorded post) with copies of your original cancellation letter, proof of delivery, and the signature confirmation.

Reference the Consumer Rights Act 2015 and state that you have fulfilled all contractual obligations by providing written notice within the required timeframe. Most importantly, if charges continue despite your documented cancellation, contact your bank to reverse the charges and provide them with your postal evidence.

Dealing with retention attempts

Whilst postal cancellation typically avoids this, you might receive follow-up emails or calls offering discounts or special deals to keep you as a customer. These retention offers might seem tempting, but remember why you're cancelling in the first place. If cost was your concern, a temporary discount just delays the same problem. If you weren't using the service enough, a lower price doesn't change that fundamental issue.

Former members consistently report that sticking with their cancellation decision was the right choice. One person mentioned being offered three months at half price, accepting it, and then facing the same cancellation hassle three months later. Save yourself the trouble and follow through with your original decision.

After cancellation - next steps

Once your cancellation is confirmed and your final billing period ends, verify that you've downloaded any important faxes from your eFax account. The company typically deletes account data after cancellation, so you won't have access to historical faxes. Additionally, your eFax number will be decommissioned, so if anyone needs to reach you by fax, you'll need to provide alternative arrangements.

Finally, if you paid annually and cancelled mid-term, don't expect a refund for unused months unless you're within the 14-day cooling-off period. eFax's terms are clear that annual subscriptions are non-refundable. This is frustrating but legally enforceable, which is why monthly billing is generally safer if you're uncertain about long-term usage.

Remember that successful cancellation requires attention to detail, proper documentation, and appropriate timing. By following this guide and using postal cancellation with tracking, you're giving yourself the best possible chance of a smooth, dispute-free cancellation process. Thousands of former eFax members have successfully navigated this process, and with the right approach, you can too.