Cancel Drift the easy way

Overview

Drift is a conversational marketing and sales platform that provides live chat, bots and tools to convert website visitors into meetings and leads. Drift focuses on B2B marketing and sales teams at mid-market and enterprise companies.

Product focus

The product includes live chat, playbooks, bots and integrations with CRMs and data providers to automate sales conversations and routing.

Company facts

Key facts about the company.

Web (account or direct support)

1. Log into your Drift account or the Sole Drift account page if you purchased through soledrift.co.uk.
2. If an account cancellation option is present, follow the on-screen cancellation flow and keep screenshots.
3. If no account cancellation is available, send an email to [email protected] (or [email protected] for Sole Drift purchases) with subject: "Cancel subscription - [your name]" and include order number and delivery date.
4. Keep the reply from [email protected] as proof. Deleting your account will not cancel an active subscription.

iOS (Apple App Store)

1. Open Settings on your iPhone and tap your name.
2. Tap Subscriptions and locate the Drift or Sole Drift subscription.
3. Tap Cancel Subscription and keep a screenshot of the cancelled status or Apple receipt.
4. For refunds or billing questions related to an App Store purchase, use Apple support; Sole Drift cannot issue App Store refunds except as required by law.

Android (Google Play)

1. Open the Google Play Store app and tap your profile icon.
2. Tap Payments & subscriptions then Subscriptions and select Drift.
3. Tap Cancel subscription and save a screenshot of the cancelled subscription or Google receipt.
4. For refunds, use Google Play support; Sole Drift cannot issue Google Play refunds except as required by law.

Email

1. Compose an email to [email protected] (or [email protected] for Sole Drift purchases).
2. Include your full name, order number, delivery date and the clear statement: "I wish to cancel my subscription".
3. Ask for written confirmation and a refund where applicable.
4. Keep the support reply and any reference number as proof of cancellation.

Post (registered letter)

1. Write a letter with your full name, order number, delivery date and a clear statement: "I cancel my subscription under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013".
2. Send by registered post to: Drift, Upper Bourne End Lane, HP3 0NP Hemel Hempstead, United Kingdom.
3. Keep the postal return receipt as evidence of notification.

Cooling-off (change of mind within 14 days)

For physical products supplied under a subscription (Seasonal or Annual Subscription) UK customers have a 14-day cooling-off period starting from the day after delivery of the first order. To exercise the right, notify Drift with a clear statement of cancellation and return the box if required. The refund includes the initial standard delivery charge but not premium delivery costs. Send refund requests to [email protected]. Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 - cooling-off rules. See also the Regulations 2013.

Defective goods or not as described

If a product is defective within 14 days of receipt Drift will refund the amount paid for the most recent month of service for the defective product. Refunds for defects must be requested to [email protected]. Drift will not refund defective-product requests received more than 14 days after original shipment. Applicable law: Consumer Rights Act 2015 - goods must be of satisfactory quality and fit for purpose.

Price increase

Drift's published materials do not state an explicit UK policy for canceling due to a price increase. To cancel for this reason, contact [email protected] with the price change notice and request cancellation; keep their reply. If the price increase is not permitted under your contract terms, you have rights under consumer law to cancel. Applicable law: Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

Death of subscriber

Drift does not publish a specific policy for cancellation on grounds of death of the subscriber. To cancel in this circumstance, contact [email protected] and provide a copy of the death certificate and proof of authority to act for the estate. Applicable law: No specific Drift policy published; general contract law principles apply.

Legitimate grounds accepted by Drift (from policies)

Drift accepts returns and refunds for defective products within 14 days and refuses refunds if products show unreasonable use or are damaged by misuse. Sealed goods which are unsealed after delivery for hygiene reasons cannot be returned. For returned goods handled in an unacceptable way, Drift may charge an appropriate amount. Applicable law: Consumer Rights Act 2015.

End of commitment / contract expiry

Drift does not publish a universal minimum commitment term for its subscriptions. If your contract includes a fixed-term commitment, check your contract or consult [email protected] for end-of-contract cancellation steps. Applicable law: Contract terms governed by Consumer Rights Act 2015 where unfair terms are not binding.

Before you cancel: negotiate

Research has not identified publicly reported standard retention offers from Drift. To request a retention offer, email [email protected] and state that you are considering cancellation. Ask for a discount, temporary pause or feature change and request written confirmation of any offer. Keep the support reply as proof.

What cancelling saves - exact yearly calculations

Use the published plan prices to compute yearly costs and savings.

Plans used:

• Starter: Starter : £50/month = £50 x 12 = £600/year
• Pro: £250/month = £250 x 12 = £3,000/year
• Enterprise (SoftwareSuggest listing): £1,000/month = £1,000 x 12 = £12,000/year
• Free: £0/month = £0 x 12 = £0/year

Cheapest real alternative from competitors (research): FleetEase at £25/month = £25 x 12 = £300/year.

Examples of savings if you switch to FleetEase:

• Starter to FleetEase: £600 - £300 = £300 saved per year.
• Pro to FleetEase: £3,000 - £300 = £2,700 saved per year.
• Enterprise (£1,000) to FleetEase: £12,000 - £300 = £11,700 saved per year.

Key UK consumer laws

Your rights when cancelling Drift subscriptions and returning goods are governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. The 2013 Regulations set a 14-day cooling-off period for distance and off-premises contracts. See cooling-off rights 2024 update and Regulations 2013.

Auto-renewal and unfair practices

The Competition and Markets Authority (CMA) treats hard-to-cancel subscriptions and unclear auto-renewal terms as potential unfair practices. If you encounter unclear renewal terms or excessive friction to cancel, raise a complaint with Drift and consult Citizens Advice for next steps. Citizens Advice guidance: Cancelling a service.

Escalation path

1) Complain to the trader ([email protected]). 2) If unresolved, contact Citizens Advice for help and evidence collection. 3) For qualifying card payments, consider Section 75 or a chargeback via your card issuer. 4) If the dispute concerns regulated sectors, contact the relevant ombudsman. Applicable laws: Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

Confirm access and final billing

Keep the cancellation confirmation email or screenshot. Check your next billing date and any final charge. If you cancelled within the 14-day cooling-off period for a physical product, expect refunds within 14 days after Drift receives the returned box or proof of return. Refund requests should be sent to [email protected].

Data and re-activation

If you plan to re-activate later, ask support for your data retention period. Note: deleting your Sole Drift account does not cancel active subscriptions; you remain responsible for subscription cancellation until you receive written confirmation from [email protected] or your app store provider.

If refund is missing

If Drift does not issue a refund within 14 days after receiving the returned box or evidence of return, contact [email protected], keep all correspondence and escalate via Citizens Advice or your card issuer (Section 75 or chargeback) if the payment qualifies.

Before and after you cancel, follow this checklist to protect your rights and money.

• Identify how you purchased: direct website, Sole Drift site, Apple App Store or Google Play.
• If direct purchase or physical subscription, email [email protected] with a clear cancellation statement and keep the reply.
• If purchased via the App Store, cancel in Apple ID subscriptions and keep a screenshot.
• If purchased via Google Play, cancel in Google Play subscriptions and keep a screenshot.
• If returning a physical box, send it back and keep proof of postage; refunds processed within 14 days after Drift receives the box or evidence of return.
• Do not delete your account before confirming subscription cancellation; deletion does not cancel subscriptions.
• If you expect a refund that does not appear within 14 days after return evidence, escalate to [email protected] and your card issuer if needed.
• Record dates and times of all communications and keep copies of written confirmations.