Cancel ADT the easy way

What the company does

ADT is a provider of professionally installed monitored alarm systems, CCTV, and smart home security services. In the UK ADT offers Smart Home Systems with optional cameras and 24/7 monitoring for a monthly fee and professional installation.

How ADT sells and supports services

ADT sells equipment and monitoring contracts with professional installation. Packages include monitoring, maintenance and callouts. ADT promotes an initial Money-Back Service Guarantee during the first six months subject to restrictions.

Company facts

Web cancellation steps

1. Sign in to your ADT Smart Services account or the ADT UK portal.
2. Locate account or billing settings and find 'Contact support' or 'Request cancellation'.
3. Submit a cancellation request and note any ticket number or reference.
4. Take screenshots of the request and any confirmation page.

iOS and Android app steps

1. Open the ADT Smart Services app on your device.
2. Navigate to Account or Help within the app.
3. Select 'Contact support' or create a ticket asking to cancel your monitoring contract.
4. Capture screenshots of the ticket creation and save push/email confirmations.

Phone cancellation steps

1. Call ADT and clearly state you wish to cancel your contract. If asked, give your account number and postal address.
2. Ask for the name of the agent, the team transferred to, and a cancellation reference number.
3. Request written confirmation by email or post and log the date and time of the call.
4. If the call is dropped, call back and note repeated call attempts.

Email cancellation steps

1. Send an email from the address registered on the account to [email protected] and to any listed UK support email if available.
2. Use a clear subject such as 'Notice of cancellation - [Your full name] - [Account number]'.
3. Attach photos of your ID and proof of address if requested and request a written acknowledgement and final billing statement.

Postal cancellation steps

1. Write a short letter stating your intent to cancel, include account number, installation address, and signature.
2. Send the letter by recorded delivery to ADT, Brooklands Cl, TW16 5DB Sunbury-On-Thames, United Kingdom.
3. Keep proof of postage and proof of delivery. If you receive a solicitor letter, attach it to your complaint file.

Moving house

If you move and the ADT service cannot be transferred to the new property you should notify ADT and request contract termination. Provide proof - copy of new tenancy or exchange of contracts document and final meter or address verification. ADT's published policy on transfers is not public; keep written acceptance or refusal from ADT.

Applicable law - Consumer Rights Act 2015 applies to service performance.

Price increase

If ADT increases your price during a fixed-term contract, ask ADT for the contractual clause that allows the change. If the increase is not permitted by the contract you can object and treat the change as a breach giving a right to terminate. Provide proof - written notice from ADT stating the change and the effective date.

Applicable law - Consumer Rights Act 2015; refer to unfair contract terms protections.

Death of the subscriber

If the account holder dies, notify ADT with a copy of the death certificate and the executor's details. Request account closure and provide proof of executor authority if requested. ADT's internal exceptions for contract termination are not publicly disclosed; keep all correspondence.

Legitimate ground - service failure or breach

If ADT fails to provide the agreed service - for example the alarm is non-functioning for months - document outage times, engineer reports and repeated complaints. Customers reported a non-functioning alarm for seven months and an attempt to cancel for breach of contract that ADT refused; save all emails and call logs. Provide proof - photos, engineer reports, emails, and recorded call references.

Applicable law - Consumer Rights Act 2015 requires services to be performed with reasonable care and skill.

End of commitment

If your fixed-term commitment ends, notify ADT in writing to stop renewal if you do not want automatic renewal. Provide proof - written cancellation sent before the renewal date and proof of delivery. ADT has been reported to allow three-year minimum commitments; keep your contract start and end dates.

Cooling-off period

For contracts concluded off-premises or online, you may have a 14-day cooling-off right under the Consumer Contracts Regulations 2013. Notify ADT with a clear statement of cancellation. If digital content has been supplied with your express consent, the right may be affected. Provide proof - a dated cancellation email or recorded delivery letter.

Applicable law - Consumer Contracts Regulations 2013; for renewal cooling-off periods see Digital Markets, Competition and Consumers Act 2024 - cooling-off rights.

Before you cancel - how to negotiate

ADT retention teams may offer discounts or alternative packages; research shows customers report being encouraged to sign or keep contracts rather than being offered straightforward refunds. When you call to cancel ask explicitly for these options - a reduced monthly monitoring fee, a pause on payments while engineers attend, or early termination with a reduced settlement. Record the agent name and reference. If ADT declines, request a written refusal.

What cancelling saves you - yearly cost calculations

Compute annual costs using ADT published prices and customer reports:

• ADT Smart Home System at £29.99 per month - 12 x £29.99 = £359.88 per year.
• ADT Home High Definition CCTV at £36.99 per month - 12 x £36.99 = £443.88 per year.
• ADT doorbell subscription reported at £34.97 per month - 12 x £34.97 = £419.64 per year. The same testimonial reported an increase to £36.77 per month - 12 x £36.77 = £441.24 per year.
• Installation fees reported from £199 and £99 depending on package.

Cheapest real alternative from competitors in our research - SECOM Smart Home Security is listed at £39.41 per month, 12 x £39.41 = £472.92 per year. The cheapest low-cost alternative mentioned by a customer was a one-off camera purchased on Amazon for £20 (one-off purchase). Example savings - cancelling ADT Smart Home (£359.88 per year) to switch to a one-off £20 camera saves: £359.88 - £20 = £339.88 in year one.

Key UK consumer law that applies

Services must be performed with reasonable care and skill under the Consumer Rights Act 2015. The Consumer Contracts Regulations 2013 give a 14-day cooling-off right for off-premises and online sales. The Digital Markets, Competition and Consumers Act 2024 includes renewal cooling-off protections and requires traders to provide a cooling-off notice for renewals - see official text.

How to escalate if ADT refuses

If ADT refuses to cancel or refuses refunds, complain in writing to ADT first and keep copy. If unresolved, contact Citizens Advice for next steps and guidance - see Citizens Advice - cancelling a service. For formal escalation use dispute routes such as chargeback through your card issuer or Section 75 for qualifying card payments. If ADT issues a solicitor letter or debt claim, seek legal advice and notify Citizens Advice. For general guidance on cancelling services see Gov.uk cancelling guide.

Get and keep written confirmation

Obtain a final written confirmation that the contract is terminated and that no future charges will apply. Keep emails, screenshots, ticket numbers and proof of delivery for postal cancellations.

Final billing and refunds

Request a final invoice showing the cancellation date, any outstanding amounts and any applied refunds. ADT advertises a Money-Back Service Guarantee for service problems in the first six months; customers report refusals in some cases. If ADT does not refund amounts you believe due, keep all evidence and contact Citizens Advice or your card issuer for chargeback or Section 75 routes.

Return of equipment and data

If ADT requires equipment return, request written instructions and a pre-paid returns label. If ADT removes equipment via engineer, get a return note. For data held by ADT request account deletion and a copy of personal data under data protection rules.

Use this checklist to cancel and protect yourself.

• Find your contract and note the start date, commitment length and any clauses about price changes.
• Download and save recent invoices and evidence of service failures, including dates and engineer reports.
• Call ADT and ask for cancellation - record the date, time and agent name.
• Send a cancellation email and a recorded delivery letter to ADT, Brooklands Cl, TW16 5DB Sunbury-On-Thames, United Kingdom.
• Request written confirmation of cancellation and a final bill itemising any charges.
• If ADT refuses or continues charging, contact your bank to request a chargeback or use Section 75 if card payment qualifies.
• If unresolved, escalate to Citizens Advice and consider the Financial Ombudsman if relevant. Keep all correspondence for 12 months.