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.
Customise the customer message in Edit a subscription email.
Set up advance renewal notices in Renewal reminder emails: set up and timing.
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).