Can I cancel, and can I get a refund?
You can cancel any time with no lock-in — and once per account, within three months of starting and with no active tenancy, get a full refund of everything paid.
Two routes, and which one you get depends on how far in you are.
- Ordinary cancellation — available any time from Manage billing. Your subscription ends per its terms. No refund.
- Cancel with a full refund — self-service, no support ticket, refunding every payment you've made under the subscription. Available once per account, while you're within three months of the subscription starting and have no active tenancy.
The active-tenancy condition exists because refunding and cancelling out from under a live tenancy would leave a tenant's Direct Debit pointing at an account that can no longer collect. End the tenancy first, or use the ordinary cancel.
Worth knowing: The three-month window runs from when the subscription actually started, so changing tier along the way doesn't move it. The refund itself is one per account: if you subscribe again later you can still cancel any time from Manage billing, but a second full refund isn't available.
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Not legal advice
These answers describe how Tenarize works and summarise the law in England as the product implements it. They are not legal advice about your situation, and the law changes. For free independent help, Citizens Advice and Shelter both cover renting in England; for anything unusual or contested, take advice from a solicitor.
Tenarize does not currently support Scotland, Wales or Northern Ireland, whose tenancy regimes are different.