Your rights
If a subscription service is poor: Consumer Rights Act basics
legislation.gov.uk · GOV.UKLast checked 11 Nov 2026
Cancelling is not the only option. If a service you pay for is not performed properly, the Consumer Rights Act 2015 gives you remedies.
The basic rule
Every contract to supply a service is treated as including a term that the trader must perform it with reasonable care and skill (s.49).
Your remedies (s.54)
- If the service does not conform to the contract: the right to require repeat performance, and the right to a price reduction.
- If the trader breaches the term about performance within a reasonable time: the right to a price reduction.
- These rights do not prevent you seeking other remedies.
Practical steps
- Write to the company describing what went wrong and what you want.
- Keep evidence such as screenshots, emails and dates.
Quick answers
Can I get money back for a poor service?
Section 54 gives a right to a price reduction in some cases, alongside repeat performance.
Does this replace cooling-off rights?
No, they are separate rights. Cooling-off lets you cancel without a reason; these rights apply when the service is not performed properly.