Cancel Tails.com the easy way

Personalised dry dog food subscription

Tails.com creates tailored dry food blends for dogs using a profile of your dog's size, age, activity and needs. Orders are delivered on a subscription model with options to add wet food and treats.

How the service works

You create a profile, Tails.com calculates a recommended daily quantity and a monthly price, then ships tailored dry blends to your address. Delivery is free to mainland UK addresses.

Company facts

Web (recommended)

1. Go to your account at https://tails.com/gb/.
2. Log in with your email and password.
3. Click 'Account' at the top of the page.
4. Scroll down and click 'Cancel deliveries'.
5. Click 'Cancel Deliveries' again, choose a reason and confirm.
6. You will receive a confirmation email. Keep this for records.

Mobile web (iOS / Android browser)

1. Open your mobile browser and go to https://tails.com/gb/.
2. Log in and follow the same Account > Cancel deliveries flow as desktop.
3. You will receive a confirmation email; save it.

Email

1. Send an email to [email protected] with your full name, account email, order number and the request: 'Please cancel my deliveries'.
2. Ask for a written confirmation and the effective cancellation date.
3. If you do not receive a reply within 14 days, follow escalation steps in the legal protections section.

Phone

1. Tails.com does not publish a customer service phone number in its terms or help pages.
2. If you prefer voice contact, request a callback in your email and note that phone support is not guaranteed.

Post (registered letter)

1. Write a signed letter with your name, account email, order number and the words: 'Please cancel my deliveries'.
2. Send by registered post to: Tails.com, Unit 1, The Exchange, Brent Cross Town, NW4 3RJ London, United Kingdom.
3. Keep the proof of postage and request a written confirmation by email.

Moving / Moving

If you move, you can pause, delay or cancel your deliveries via Account or by emailing [email protected]. Tails.com also offers delivery address updates in your account; no special proof is published by Tails.com to cancel when you move.

Applicable law: Consumer Contracts Regulations 2013 (14-day cooling-off and distance contract rules).

Price increase

If Tails.com increases the subscription price, cancel before the next renewal using your account to avoid the higher rate. Tails.com terms state you must cancel on or before the 'last date for changes' on your dashboard to prevent shipment and charge; the company reserves the right to refuse or cancel orders. Tails.com does not publish a special proof process for price-increase cancellations.

Applicable law: Consumer Contracts Regulations 2013.

Death of subscriber

Tails.com does not publish a specific policy for death of a subscriber. To stop deliveries and request a refund for future payments, email [email protected] with the account email and request. Provide a copy of a death certificate only if requested by the company; Tails.com has not published mandatory proof requirements for this reason.

Legitimate ground accepted by Tails.com (pausing / too much food / going away)

Research indicates Tails.com allows customers to delay or pause their next delivery if they have excess food or are away. Use Account to delay or pause; there is no published requirement for supporting documents for these actions.

Applicable law: Consumer Rights Act 2015 for quality of service.

End of commitment

Tails.com subscriptions have no minimum commitment and can be cancelled at any time via your logged-in pages. There is no fee for ending the subscription according to Tails.com terms.

Cooling-off period (14 days)

For distance contracts concluded online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a 14-day cancellation right. To use the 14-day right, inform Tails.com within 14 days of entering the contract. Refunds must be handled within 14 days of being informed of cancellation, subject to the rules for tailor-made goods below.

Applicable law: Consumer Contracts Regulations 2013 (Regulations 2013).

Before you cancel: negotiate

There are no publicly reported retention offers from Tails.com in the research data. To ask for a retention offer or discount, email [email protected], state your account email, explain why you want to leave (for example 'delivery delays' or 'price') and request a discount or a customised plan. Keep copies of all messages and ask for a written offer by email.

What cancelling will save - yearly cost calculations

Below are annual costs computed from Tails.com monthly plan averages reported by Tails.com pricing data.

Toy Dog (under 5kg): £13.51 x 12 = £162.12 per year.

Small Dog (5-10kg): £19.25 x 12 = £231.00 per year.

Medium Dog (10-25kg): £27.36 x 12 = £328.32 per year.

Large Dog (25-40kg): £40.24 x 12 = £482.88 per year.

Giant Dog (40kg+): £56.92 x 12 = £683.04 per year.

Wet Food add-on: from £0.70 per tray; monthly and annual totals depend on number of trays ordered.

Cheapest named alternative (example): Arden Grange, estimated subscription or equivalent cost used here for comparison £30 per month = £360 per year. Compare your specific plan: for a Medium Dog plan at Tails.com (£328.32 per year) switching to Arden Grange (£360 per year) would increase annual cost by £31.68. Use your actual profile prices to calculate exact savings before cancelling.

Consumer law in the United Kingdom

Your primary rights come from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. The Consumer Contracts Regulations set a 14-day cancellation period for distance contracts and require refunds within 14 days once the trader is informed of cancellation. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill.

Auto-renewal and escalation

The Competition and Markets Authority treats difficult-to-cancel subscriptions and unclear auto-renewal terms as potential unfair practices. If you cannot resolve an issue with Tails.com, contact Citizens Advice and Trading Standards. For card payments over £100 and to the card issuer, consider Section 75 or chargeback through your bank where eligible.

Check final billing and refunds

If you cancelled before the 'last date for changes' your next order should be stopped. Tails.com states refunds will be credited within 14 days after the trader is informed of cancellation or after goods are received back where applicable. Keep the confirmation email and bank statements for proof.

Returns and tailor-made blends

Dry blends are tailor-made and cannot be returned unless faulty. If a product is faulty, email [email protected] to arrange a refund; refunds for faulty items will be issued within a reasonable period and can take up to 14 days to be credited. If goods must be returned, Tails.com will explain how and cover return costs where required.

Accessing your account and data

After cancellation you will retain access to your account for order history. If you want your profile deleted, request account deletion by emailing [email protected] and request confirmation of data deletion. Keep copies of all correspondence.

Re-activate

You can re-activate your subscription by creating a new profile or logging in and re-subscribing through your account pages on https://tails.com/gb/.

Use this checklist to cancel, get refunds and protect yourself.

• Log in to your account and cancel deliveries via Account > Cancel deliveries and save the confirmation email.
• If cancelling by email, send to [email protected] with account email and order number; request written confirmation.
• If using post, send a signed registered letter to Tails.com, Unit 1, The Exchange, Brent Cross Town, NW4 3RJ London, United Kingdom and keep proof of postage.
• Note the 'last date for changes' on your dashboard and cancel before that date to avoid being charged.
• If you do not receive product within 30 days, email [email protected] to request redelivery; if not delivered within the extra 10 days they will arrange a full refund.
• Keep bank statements and confirmation emails for 14 days after refund request to verify refund within 14 days.
• If goods are faulty, follow the returns instructions from Tails.com and request free return shipping if required.