Cancel Gusto the easy way

Overview

Gusto is a payroll and HR platform originally founded in the United States. In 2026 Gusto offers UK payroll services aimed at businesses that need full-service payroll, pension enrolment and HR tools.

Core capabilities

Gusto provides payroll processing, HMRC RTI submissions, automatic pension enrolment and an employee portal. In the UK it offers modular plans priced per employee per month.

Company facts

Web (Admin console)

1. Log in to your Gusto company admin account.
2. Open Account or Settings, then find the cancellation or close company option.
3. Follow on-screen steps to submit the request and confirm which services to stop.
4. Save or screenshot any confirmation on screen.
5. Reference Gusto's admin cancellation guide: Cancel your company's Gusto account for admins.

iOS and Android

1. Open the Gusto app and sign in with an admin account.
2. Navigate to company settings; if no cancellation flow exists in-app, use the web admin console because the web path is the supported method.
3. If needed, call support after attempting web cancellation.

Phone

1. Call 020 3011 1002 within support hours: Monday to Friday 9:00am to 8:45pm, Saturday to Sunday 9:00am to 7:45pm.
2. Provide company name, account email and the reason for cancellation.
3. Ask for a cancellation reference number or confirmation email.
4. Record the agent name and time of call for evidence.

Email

1. Send a clear, signed cancellation request to [email protected] from the account owner's email.
2. Include company name, account ID, desired end date and contact phone number.
3. Request written confirmation and a final invoice showing any outstanding charges.
4. Keep the sent email and any replies as proof.

Post

1. Write a signed cancellation letter with company details and date you want the account closed.
2. Send by recorded delivery to: Gusto, The Shepherdess, N1 7LH London, United Kingdom.
3. Keep the proof of postage and the signed delivery receipt.
4. Allow 3-5 business days after delivery for processing; if no acknowledgement within 7 days, contact support.

Moving or change of trading location

If you move premises or change company structure and cannot use Gusto services, provide official proof such as a new registered address certificate, company registration update or utility bill showing the new address. Gusto may require verification before finalising the closure.

Price increase

If Gusto increases the price of a plan during an active subscription and you do not accept the new price, notify Gusto in writing and request to cancel. Retain the notification and Gusto's response. Under the Consumer Contracts Regulations and general unfair terms principles the company cannot enforce disproportionate penalty charges; for business-to-business contracts terms depend on the contract text.

Death of a subscriber

To cancel an account when the subscriber has died, supply a copy of the death certificate and proof of authority (executor or administrator) along with the cancellation request to [email protected]. Gusto will close the account once the required documents are validated.

Legitimate grounds accepted by Gusto

Research did not list a comprehensive set of legitimate grounds published by Gusto. Where a statutory right exists, use the relevant law. For other contract-specific grounds, provide documentary evidence requested by Gusto. If Gusto refuses, keep records and escalate as below.

End of commitment or promotional minimum

Promotional pricing may include a minimum commitment. If you are within a promotional period and you cancel early, Gusto may charge the difference between promotional and standard pricing for deliveries already provided. Provide the pricing agreement or promotional terms as proof.

Cooling-off period

When you enter a contract remotely you have a cooling-off right. Under the Consumer Contracts Regulations 2013 and the updated cooling-off rules in the Digital Markets, Competition and Consumers Act 2024 you have 14 days to cancel most online contracts and get a full refund if you cancel within that period. If you asked Gusto to begin services during the cooling-off period, Gusto may keep an amount that covers the services already provided. See the 2024 cooling-off rights and Citizens Advice guidance: Cancelling a service you have arranged.

Before you cancel: negotiate

Gusto retention offers reported in research include discounts, free deliveries and other incentives to stay. When you call or email, ask for a retention offer and reference any competing quotes. Ask specifically for a discount percentage or a temporary price reduction and for the duration in months. If Gusto offers a retention incentive, request it in writing and check whether the reduced price is conditional on a minimum commitment period.

What cancelling saves you

Use the published UK plans to calculate yearly savings. Core plan: £20 per employee per month x 12 = £240 per employee per year. Plus plan: £28 per employee per month x 12 = £336 per employee per year. Premium plan: £35 per employee per month x 12 = £420 per employee per year. Example calculation: stopping one Core seat saves £20 x 12 = £240 per year. The cheapest real alternative from competitors is MealShift at £19 per month: £19 x 12 = £228 per year, saving £12 per year compared with Gusto Core for one employee. If you have 5 employees, switching from Gusto Core to MealShift saves (5 x (£240 - £228)) = £60 per year. Always confirm features match before switching.

Applicable laws and regulator

In the United Kingdom consumer protections relevant to subscription and service cancellations include the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. The Competition and Markets Authority (CMA) monitors unfair auto-renewal and hard-to-cancel practices. The recent Digital Markets, Competition and Consumers Act 2024 added clearer renewal cooling-off rules; see the official text: 2024 cooling-off rights.

Cancelling and refunds under UK law

The Consumer Contracts Regulations 2013 give a 14-day cooling-off right for most online and off-premises service contracts, with a full refund if you cancel within that period, unless you explicitly agreed to immediate performance and were told you would lose the right. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill and prohibits unfair cancellation penalties. For guidance on cancelling services consult Citizens Advice: Cancelling a service you have arranged.

Escalation steps

If Gusto refuses a valid cancellation or refund: 1) Complain to Gusto in writing and keep all proofs. 2) If unresolved, contact Citizens Advice for steps and consider Section 75 or chargeback via your card issuer where applicable. 3) Report persistent unfair auto-renewal to the CMA. If your contract is financial services related, consider the Financial Ombudsman Service.

Check access and data

After cancellation confirm which user accounts remain available and for how long. Export payslips, employee records and tax submissions immediately. Keep local copies of final payroll reports and any P60s or RTI submissions sent to HMRC.

Final billing and charges

Gusto bills one month in arrears. Expect a final invoice covering any unpaid work. If you cancelled within the 14-day cooling-off period and did not request services to start, request a full refund. If Gusto provided services at your request during cooling-off, expect a deduction equal to the cost of those services.

Re-activation

If you need Gusto again, contact support to reopen or create a new account. Confirm whether any promotional pricing will still apply after re-activation; promotional pricing often requires a minimum commitment.

Use this checklist to make sure cancellation is complete and you keep necessary records.

• Log in and attempt web cancellation via admin settings; screenshot confirmation.
• Send a written cancellation request from the account owner's email to [email protected] and keep copies.
• Call 020 3011 1002 and request a cancellation reference number; note agent name and time.
• If sending post, use recorded delivery to Gusto, The Shepherdess, N1 7LH London and keep delivery receipt.
• Export payroll records, payslips, P60s, employee contact details and RTI submissions.
• Check final invoice and request a refund if you cancelled within 14 days and did not ask Gusto to start services.
• If Gusto refuses a lawful refund, contact Citizens Advice and consider card chargeback or Section 75 for qualifying payments.