Cancel Mercedes Service Plan the easy way

Short description

Mercedes Service Plan is a range of prepaid maintenance programmes sold by Mercedes-Benz UK Limited that spread the cost of scheduled servicing, MOTs and, on some plans, wear and tear items and extended warranty cover. Plans include ServiceCare and CompleteCare for cars and ServiceCare Maintenance for vans.

Who it is for

The plans are aimed at Mercedes-Benz owners who want to fix their servicing costs by paying monthly or upfront for a package that covers scheduled services and MOT fees. Some plans require the vehicle to be under 12 months old to qualify for certain CompleteCare offers.

Key facts

Phone cancellation

1. Call 0370 242 6200 and select the Service Contracts Administration Team option.
2. Provide your contract number, vehicle registration, full name and date of purchase.
3. State you want to cancel the Service Plan and whether you are exercising the 14-day cooling-off right or cancelling later.
4. Ask for a cancellation reference and the name of the agent. Note down the time and agent details.
5. Follow up by email to [email protected] quoting the reference to obtain written confirmation.

Email cancellation

1. Send an email to [email protected] from the email address on the contract.
2. Include contract number, vehicle registration, name, address and the date you wish the cancellation to take effect.
3. If within 14 days, state you are exercising your right to withdraw under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
4. Request written confirmation and a refund timetable where applicable.

Post cancellation

1. Write a signed letter stating your name, contract number, vehicle registration and the date you want cancellation to take effect.
2. Send the letter by recorded delivery to: Mercedes Service Plan, Delaware Drive, Tongwell, MK15 8BA Milton Keynes, United Kingdom.
3. Keep the delivery receipt and request a written acknowledgement by email or post.
4. If you are within 14 days, include an explicit statement that you are withdrawing from the contract under the Consumer Contracts Regulations 2013.

Website or portal cancellation

1. Log in to the Mercedes customer portal used when you purchased the plan. If no portal access is available, use the contact form on Mercedes-Benz UK documentation or email.
2. Submit a cancellation request including contract details and the reason for cancellation.
3. Save screenshots of submission pages and the confirmation page or confirmation email.

Cooling-off period (14 days)

If you cancel within 14 days from the day Mercedes-Benz confirms the order, Mercedes-Benz will reimburse all payments received, less any costs for servicing work and MOT tests already completed at your request. Reimbursement will be made within 14 days of being informed of your decision to withdraw. Cite: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Required proof documents: order confirmation, contract number, proof of identity, and any invoice for services completed during the 14-day period.

End of contract before expiry (voluntary cancellation)

If you end the contract before its expiry and not due to a breach by Mercedes-Benz, Mercedes will refund payments made less costs for completed servicing work and MOTs and a £40 plus VAT administration fee per the Service Plan terms.

Required proof documents: contract number, vehicle service history showing services completed, proof of payments.

Cancellation because Mercedes stops the plan

If Mercedes-Benz ceases to provide the ServiceCare Plan, the company will give reasonable notice and refund the difference between payments made and the cost of services/MOTs taken, not including any discount applied. Required proof documents: contract and payment receipts.

Cancellation for customer default or breach

Mercedes-Benz can terminate the contract immediately if the customer fails to make due payments, breaches terms and does not remedy them, or if the customer's behaviour results in refusal of servicing work or MOT tests. If Mercedes-Benz ends the contract for customer default, refund equals payments made less costs for completed services and a £40 plus VAT administration fee. Required proof documents: evidence of breach or payment history as requested by Mercedes-Benz.

Death of subscriber

If the contract holder dies, the executor or next of kin should contact the Service Contracts Administration Team to request termination. Required proof documents: death certificate, contract number and proof of executor authority or next of kin identity. Legal basis: Consumer Rights Act 2015 for obligations of services performed with reasonable care and skill where applicable.

Price increase

If Mercedes-Benz increases the price mid-term and the contract allows adjustment, check the contract terms for your right to cancel without penalty. Required proof documents: written notice from Mercedes-Benz showing the increase and contract copy. Consumer protection note: unfair contract terms that impose disproportionate cancellation penalties may be unenforceable under the Consumer Rights Act 2015.

Before you cancel: negotiate

Retention offers are not published as a standard list by Mercedes-Benz UK. To request a retention or alternative offer, call 0370 242 6200 or email [email protected] and explain why you want to leave. Ask for: a reduced monthly rate, a shorter remaining term, or transfer of the plan to another vehicle if eligible. If you are within a dealer network, ask the servicing dealer whether they can offer a local cost adjustment. Keep all offers in writing before you accept.

What cancelling will save you - yearly maths

Below are annual costs calculated from Mercedes pricing examples:

• ServiceCare from £23/month: 23 x 12 = £276/year.
• CompleteCare from £18/month: 18 x 12 = £216/year.
• A-Class specific plan £39/month: 39 x 12 = £468/year.
• E-Class AMG plan £89/month: 89 x 12 = £1,068/year.
• ServiceCare Maintenance (eSprinter 24-month plan) £11.50/month: 11.50 x 12 = £138/year.

Cheapest real alternative from research: SEAT Service Plans at £19.99/month equals 19.99 x 12 = £239.88/year. Compare this to the Mercedes ServiceCare from £23/month which costs £276/year - difference: £276 - £239.88 = £36.12 saved per year if switching to the SEAT plan price benchmark. Note: this is a price comparison only and not a like-for-like service coverage comparison.

Key UK law and regulator

Consumer Rights Act 2015 - services must be performed with reasonable care and skill and unfair contract terms may be unenforceable. Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 - 14-day cooling-off period for most distance or off-premises service contracts.

Cooling-off and refunds

You have an unconditional 14-day right to cancel a service paid for online, by phone or by post. If you cancel within 14 days, Mercedes-Benz will refund payments received less reasonable costs for services or MOTs you asked to be completed during that period. Refunds must be made within 14 days of notification of withdrawal. For practical guidance on cooling-off, see Citizens Advice - cancelling a service.

Escalation steps

Step 1: Complain to Mercedes-Benz UK using [email protected] or the Service Contracts Administration Team phone. Step 2: If unresolved, contact Citizens Advice or your local Trading Standards Office for mediation and alternative dispute advice. Step 3: For qualifying card payments, consider Section 75 or chargeback with your card issuer. The Competition and Markets Authority monitors unfair auto-renewal and hard-to-cancel subscription practices.

Official Mercedes cancellation policy

For the supplier cancellation policy that applies to Mercedes-Benz purchases consult the official document: Official Mercedes cancellation policy (PDF).

Check final billing and refunds

After cancellation, request a final invoice that itemises any deductions for completed services or MOTs and any administration fee (typically £40 + VAT when cancelling outside the 14-day period). If you cancelled within 14 days, expect reimbursement within 14 days of notification per the Consumer Contracts Regulations 2013.

Records and proof

Keep the cancellation reference, confirmation email or letter, proof of postage and any final invoice. These documents are necessary if you need to escalate the complaint to Trading Standards or seek chargeback under Section 75.

Re-activation and transferring cover

If you decide to buy a new Service Plan later, you can purchase a new contract subject to vehicle eligibility and age restrictions. Some plans allow transfer between vehicles only with written authorisation from Mercedes-Benz; request terms in writing before concluding any transfer.

Use this checklist to complete your cancellation and protect your rights.

• Find your contract number, vehicle registration and purchase date.
• Decide which channel to use: phone, email or recorded post.
• If within 14 days, state you are exercising your right to withdraw under the Consumer Contracts Regulations 2013.
• Send or record your cancellation and request written confirmation.
• Keep the cancellation reference, agent name, timestamps, emails and delivery receipts.
• Ask for a final invoice that lists any deductions for services or MOTs done.
• If you paid by card and refund is not made, contact your card issuer for chargeback or Section 75 where applicable.
• If unresolved after complaint, contact Citizens Advice or Trading Standards for escalation help.