Cancel ExitLag the easy way

Service summary

ExitLag is a commercial game-traffic routing service that aims to reduce ping and latency for online games by routing traffic across optimised paths. It is sold as a subscription and runs on Windows, Android and iOS.

Who runs it

ExitLag is operated by ExitLag LLC, founded in 2010 by Fabiano Skowronski and Leandro Sandmann and led by CEO Lucas Stolze. Headquarters are in Orlando, United States.

Main features

Key features include multi-path routing for specific game titles, cross-platform clients for Windows, Android and iOS, and monthly, quarterly and annual billing plans.

Web cancellation (recommended)

1. Open your browser and go to https://www.exitlag.com/.
2. Log in with the account used to subscribe.
3. Go to Account > Subscriptions or Billing.
4. Choose the active subscription and click Cancel.
5. Save or screenshot the on-screen confirmation and keep any confirmation email.

iOS cancellation

1. On your iPhone, open Settings > your name > Subscriptions.
2. Find ExitLag in the list and tap Cancel Subscription.
3. Keep the Apple email confirming cancellation for proof.

Android cancellation (Google Play)

1. Open the Google Play Store app.
2. Tap your profile > Payments & subscriptions > Subscriptions.
3. Select ExitLag and tap Cancel subscription.
4. Save the Google Play confirmation email.

Email / Support ticket

1. Email [email protected] with subject Cancel subscription and include your account email and transaction details.
2. Request a ticket number and a written confirmation of cancellation and refund decision.
3. If no reply, escalate by sending a recorded delivery letter to the Cardiff address.

Post (registered letter)

1. Draft a clear cancellation letter including account email, subscription ID, date of purchase and the statement 'I cancel my subscription and request confirmation'.
2. Send by Recorded Delivery to: ExitLag, Crown Way, CF14 3UZ Cardiff, United Kingdom.
3. Keep the delivery receipt as proof of the cancellation request.

Cooling-off (change of mind)

Rule: UK consumers have a 14-day cooling-off period under the Consumer Contracts Regulations 2013 for contracts concluded online or by distance selling. ExitLag’s own policy offers a 7-day withdrawal for new users, but the statutory right is 14 days in the UK.

Required proof: date of purchase (email receipt or card statement). If you used the service and want a partial refund the company may calculate a proportional deduction for services used.

Applicable law: Consumer Contracts Regulations 2013.

Service not provided or breach by ExitLag

Rule: ExitLag states refunds will arise where ExitLag breaches its obligations or fails to provide the service, provided the user did not violate ExitLag rules. Under the Consumer Rights Act 2015 services must be performed with reasonable care and skill.

Required proof: screenshots of errors, logs showing the service failed, support ticket history demonstrating unsuccessful resolution.

Applicable law: Consumer Rights Act 2015.

Price increases

Rule: If a firm increases a price mid-contract or imposes new charges that are not permitted under the contract, you may have a right to cancel under the contract terms or the Consumer Rights Act 2015. Check ExitLag’s Terms of Service for allowed changes.

Required proof: copy of original contract/confirmation showing prior price and documentation of the increase (billing emails).

Applicable law: Consumer Rights Act 2015.

Death of subscriber

Rule: Death of the subscriber generally terminates personal service contracts. Provide a copy of the death certificate and account ownership proof to request termination and any refund under ExitLag policy.

Required proof: death certificate and account holder information.

End of commitment

Rule: If you are on a fixed-term plan that has ended you may cancel without penalty. ExitLag plans show no minimum commitment and state subscriptions can be cancelled anytime.

Required proof: account subscription page showing the plan and renewal date.

Legitimate grounds accepted by ExitLag (from research)

Rule: ExitLag allows refunds where ExitLag is at fault or the service is not provided. ExitLag’s published exceptions include the right to withdraw for new users within 7 days, and refunds where the company breaches its obligations.

Required proof: support tickets, logs, and email confirmation from ExitLag admitting failure.

Before you cancel: negotiate

What ExitLag is known to offer: research does not report consistent retention discounts or publicised loyalty offers. Some users who contacted support and opened a ticket reported a refund after the company agreed to it; one user was told a refund would arrive within 30 days after a ticket was opened.

How to ask: contact [email protected] and open a ticket stating your reason for cancelling, the date you were charged and the transaction ID. Use this script: "I want to cancel my subscription for account [email]. I request confirmation and a refund for the most recent charge because [reason]. Please respond with a ticket ID and timeline."

What cancelling saves you - yearly math

Using published ExitLag prices in GBP:

• Monthly plan: 1 Player - Monthly £8.25 x 12 = £99.00 per year.
• Quarterly plan equivalent: £5.49 per month x 12 = £65.88 per year.
• Annual promotional price: £49.48 per year (promotional first billing; then £62.00 every 12 months per research).
• Apple App Store Premium annual: £49.99 per year.
• Apple App Store Premium monthly: £2.49 x 12 = £29.88 per year.

Example saving: cancelling a Monthly plan at £8.25 would save £99.00 per year. If you switch to an annual promotional ExitLag price of £49.48 you would save £99.00 - £49.48 = £49.52 in the first year.

Cheapest real alternative from competitors (from research): Hyperoptic broadband is listed at £17 per month or £204 per year for a broadband service; this is not like ExitLag but shows a concrete provider price to compare cost of connectivity improvements. Hyperoptic price: £17 x 12 = £204.00 per year.

Key UK laws

Consumer Contracts Regulations 2013 give a 14-day cooling-off right for distance contracts. Consumer Rights Act 2015 requires services to be performed with reasonable care and skill and prohibits unfair contract terms.

Auto-renewal and hard-to-cancel subscriptions

The CMA considers unclear auto-renewal terms and hard-to-cancel subscriptions as potential unfair practices. Keep cancellation proof and challenge any unclear renewal under these principles.

How to escalate

Step 1: Complain to ExitLag via [email protected] and keep ticket IDs and timestamps. Step 2: If unresolved, get advice from Citizens Advice via Citizens Advice - Cancelling a service. Step 3: Use payment protections: request chargeback via your card issuer or consider Section 75 where applicable. Step 4: File a complaint with the relevant ombudsman if the contract involves a regulated sector.

Confirm access and final billing

After cancellation you will normally retain access until the end of the current billing period. Keep the cancellation confirmation email and a screenshot of your account showing the cancelled status.

Data and account reactivation

Check whether ExitLag deletes or retains your account data. If you want to re-activate later you can sign in and resubscribe using the same account email. If you need data deletion request it by emailing [email protected] and keep the reply.

If you were charged after cancellation

If you were charged after you cancelled with proof, open another support ticket and attach proof of cancellation. If ExitLag refuses refund, use your card issuer for chargeback and cite the support email and delivery receipt if you cancelled by post.

Complete the checklist below before and after you cancel to protect your rights and money.

• Find your purchase proof: email receipt or card statement with date and amount.
• Cancel via the website and save the on-screen confirmation (5-15 minutes).
• If you used App Store or Google Play cancel in their subscription settings and save the confirmation email (2-10 minutes).
• If you prefer postal proof, send a recorded delivery letter to ExitLag, Crown Way, CF14 3UZ Cardiff, United Kingdom and keep the delivery receipt.
• If you ask for a refund, open a support ticket and request a ticket number and timeline.
• If you are within UK statutory cooling-off, assert your right under the Consumer Contracts Regulations 2013.
• If ExitLag refuses a justified refund, contact Citizens Advice and consider chargeback with your card issuer.