---
title: "Cooling-off cancellations and refunds (UK stores)"
description: "Turn on UK cooling-off tracking, keep the customer notice enabled and refund a qualifying cancellation."
url: https://subscriptions.help.progus.com/en/articles/72-cooling-off-cancellations-and-refunds-uk-stores
collection: "Managing subscriptions"
updated: 2026-10-30
language: en
alternates: [nl-nl]
---

# Cooling-off cancellations and refunds (UK stores)

Turn on UK cooling-off tracking, keep the customer notice enabled and refund a qualifying cancellation.

UK subscription rules mode tracks a 14-day cooling-off window after a Shopify-billed trial moves to a higher regular price, or after a subscription billed every 12 months or more renews. It does not open a window for ordinary monthly renewals, and it never refunds automatically.

For a shop with a GB billing address, UK subscription rules mode is on when its setting is Auto; choosing Off keeps the mode off.

### Step 1: Check UK subscription rules mode

Go to **Settings** → **Notifications**.

If the mode is off, click **Turn on UK subscription rules mode**.

### Step 2: Keep the customer notice on

Turn on the switch beside **Cooling-off notice** if it is off.

When the notice is enabled, a qualifying successful charge opens the window and the app attempts to send the customer the **Cooling-off notice** email.

### Step 3: Refund the cancellation

Open the canceled subscription.

The **Canceled inside the cooling-off window (UK rules)** banner appears after a cancellation inside an open window while its refund is still unrecorded.

Click **Refund last renewal** on the banner.

The button only appears when the app knows the order that opened the window.

### Step 4: Handle checkout-paid renewals

If the banner says the renewals are paid at checkout, refund the renewal order in Shopify.

### What to do next

-   Review what cancellation changes in [**Cancel a subscription**](https://subscriptions.help.progus.com/en/articles/4-cancel-a-subscription.md).
    
-   Customise the customer message in [**Edit a subscription email**](https://subscriptions.help.progus.com/en/articles/20-edit-a-subscription-email.md).
    
-   Set up advance renewal notices in [**Renewal reminder emails: set up and timing**](https://subscriptions.help.progus.com/en/articles/70-renewal-reminder-emails-set-up-and-timing.md).
    

Stuck on any of this? Open the chat in the bottom right corner of the app and we will help you set it up.

Last verified on 2026-10-30 against progus-subscriptions 829f6725 (kb-ref: cooling-off-cancellations-and-refunds-uk-stores).