Cancel Alzheimer's Society the easy way

Overview

Alzheimer's Society is a UK charity supporting people living with dementia, their carers and families. It provides information, runs a shop for aids and gifts, offers learning hub courses, and raises funds for research and local services.

Main activities

The organisation operates an online shop with aids and gadgets, a learning hub with digital courses, fundraising and donation programmes including regular monthly giving, and national advocacy for dementia services.

Company facts

For governance and formal charity records see the Charity Commission register.

Annual Report 2023-24

Comparison of every channel

Phone - step-by-step

1. Call 0333 366 0035.
2. Provide your order number, full name and delivery address.
3. State clearly you wish to cancel the order or subscription and why.
4. Ask for a reference number and the agent's name; note the date and time of call.
5. If the order is already dispatched follow the returns procedure from the shop returns page.

Email - step-by-step

1. Create an email to [email protected].
2. Include order number, date of purchase, product name and reason for cancellation.
3. Request explicit confirmation of cancellation and the expected refund timeline.
4. Keep the sent message and any replies as proof.

Post - step-by-step

1. Prepare a signed letter with your order number, full name, address and cancellation request.
2. Send by registered post to Alzheimer's Trading Limited, PO Box 8032, Eagle Avenue, Kettering, NN16 6WZ.
3. Keep the proof of postage and the tracking receipt.
4. Await written confirmation by post or email.

Website form and order confirmation link - step-by-step

1. Open your Order Confirmation email and follow the cancellation form link.
2. Complete required fields and submit.
3. Watch for an automated confirmation email and keep it as proof.

Learning hub - step-by-step

1. Review the learning hub terms at learning hub terms.
2. If you have not accessed, downloaded or streamed the course you may cancel within 14 days.
3. If content was delivered immediately, there is no right to change your mind.
4. Contact the learning hub team by the method given on the learning hub terms page to request a refund or exception.

Moving - change of address

If you move and need to cancel delivery of shop items, contact customer service by phone or email with proof of new address and the order number. For orders not yet dispatched the team will attempt to cancel; if already dispatched follow the returns procedure. Applicable law: Consumer Contracts Regulations 2013 for distance sales where delivery is affected.

Price increase

Alzheimer's Society does not publish blanket price increase rules in the shop terms. For recurring donations or paid services with price increases, the consumer may cancel under the contract terms; consult the Charity Commission guidance and raise a complaint if notice is unclear. Applicable law: Consumer Rights Act 2015 on unfair contract terms.

Death of subscriber

If the purchaser or donor has died, contact Alzheimer's Society support with a death certificate to stop regular donations and request closure of accounts. Provide the death certificate and proof of relationship or executorship. Applicable law: normal contract termination rules and charity administration practice.

Legitimate ground accepted by Alzheimer's Society

Alzheimer's Society accepts cancellation for standard reasons in its shop terms - faulty goods, incorrect description, late delivery, or where the right to cancel exists under the Consumer Contracts Regulations 2013. For faulty goods the price and delivery costs and reasonable return costs will be refunded. Applicable law: Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

End of commitment

Most shop purchases have no fixed minimum term. Monthly donations continue until you cancel; to stop donations contact the regular giving team or use the methods in your donor paperwork. Applicable law: Charity Commission oversight for donations and refunds.

Cooling-off period

For distance contracts the Consumer Contracts Regulations 2013 provide a 14-day cooling-off period for digital content unless access, download or streaming has started with consent. For physical goods the shop offers a 28-day return period from delivery. For learning hub products, if content is delivered immediately you lose the right to change your mind. Applicable law: Consumer Contracts Regulations 2013.

Before you cancel - negotiate

Alzheimer's Society does not advertise retention discounts in public shop terms. For monthly donations or services, ask customer service for options: pause donations, change the monthly amount, or convert to a one-off gift. For learning hub purchases ask for a refund only if you have not accessed content within 14 days, or request a discretionary refund citing system issues. If you require administrative help, request a manager if initial contact does not resolve your request.

What cancelling saves - yearly calculation

Compute yearly savings for common plans to show the impact of cancellation.

Sibstar Debit Card and App: £4.99 monthly. Yearly cost = 4.99 x 12 = £59.88 per year.

Dementia Support Forum contribution: £8 monthly. Yearly cost = 8 x 12 = £96.00 per year.

Companion call contribution: £12 monthly. Yearly cost = 12 x 12 = £144.00 per year.

Dementia Adviser support contribution: £15 monthly. Yearly cost = 15 x 12 = £180.00 per year.

Idem Smart Clock: £268.88 one-off. Yearly equivalent if treated as purchase = £268.88.

Example: cancelling a £12 monthly Companion call saves £144.00 per year (12 x 12 = £144.00). Cancelling Sibstar saves £59.88 per year (4.99 x 12 = £59.88).

Cheapest real alternative among listed services: the Dementia Support Forum contribution at £8 per month = £96.00 per year. This is the lowest monthly amount specifically listed by Alzheimer's Society in the pricing data.

Key UK consumer law

Your rights when cancelling stem from the Consumer Contracts Regulations 2013 (14-day cooling-off for distance contracts) and the Consumer Rights Act 2015 (services must be provided with reasonable care and skill; unfair contract terms are not binding).

Digital content and learning hub

Under the Consumer Contracts Regulations 2013 you lose the 14-day right to cancel once you have explicitly consented that the digital content will be supplied immediately and you acknowledge you will lose the right to cancel. Alzheimer's Society learning hub terms confirm no right to change your mind for immediately delivered courses.

Auto-renewal and hard-to-cancel rules

The Competition and Markets Authority treats unclear auto-renewal and hard-to-cancel subscriptions as potentially unfair. If you cannot cancel because the process is unclear or unduly difficult, complain in writing and escalate to Citizens Advice for guidance.

Escalation steps

1. Complain to Alzheimer's Society first, using their contact methods and the complaints page: Alzheimer's Society complaints.

2. If unresolved, get advice from Citizens Advice and your local Trading Standards office.

3. For qualifying card payments, consider a chargeback through your card issuer or a Section 75 claim.

Check access and services

After cancellation verify that access to any learning hub content has been revoked if requested. If access continues, contact the learning hub support immediately with screenshots and timestamps.

Final billing and refunds

Refunds for shop returns are processed within 5 working days of receiving the return; funds may take an additional 3 working days to appear in your account. Postage costs are not refunded. For faulty goods the price, delivery charges and reasonable return costs will be refunded.

Data and account closure

Request account closure and data erasure if you no longer want Alzheimer's Society to retain your personal data. Ask for written confirmation of deletion or anonymisation in line with data protection rules.

Re-activation

To re-activate donations or purchases, sign up again via the main site or contact support. For will services via Farewill note that the 'Unlimited Updates' option is a separate paid annual service at £10 per year.

Use this checklist to make sure your cancellation is complete and documented.

• Find your order number and payment receipt.
• Decide your cancellation channel - phone (0333 366 0035), email ([email protected]) or registered post to PO Box 8032.
• If by phone, note the agent name, date, time and any reference number.
• If by email or web form, keep copies of sent messages and replies.
• If returning goods, use recorded delivery and keep the proof of postage; expect refunds within 5 working days of receipt.
• For learning hub purchases, confirm whether content was accessed; if accessed immediately you have no cooling-off right.
• If cancellation is refused, escalate using the complaints page: complaints.
• Check bank statements for refunds and consider a card chargeback or Section 75 claim for qualifying transactions if needed.