Cancel Carly the easy way

Service overview

Carly sells vehicle diagnostic hardware and subscription software that unlocks advanced diagnostic, coding and maintenance features for specific car brands or for all brands. Subscriptions are typically annual and often auto-renew.

Who uses Carly

Private motorists, independent mechanics and small garages buy a Carly scanner and a license for brand-specific or all-brands features to read fault codes, perform coding and follow repair guidance.

Company facts

Web / App cancellation

1. Open the Carly app on your phone.
2. Go to account or subscription settings and look for 'Manage subscription' or 'Cancel'.
3. If the app shows a cancellation option, follow the prompts and save screenshots of each confirmation page.
4. If no cancellation option is visible, check which platform charged you and use the platform method below.

iOS cancellation (App Store)

1. Open Settings on your iPhone, tap your name, then Subscriptions.
2. Find the Carly subscription and tap Cancel Subscription.
3. Save the confirmation screen or Apple email as proof.

Android cancellation (Google Play)

1. Open Google Play Store, tap profile icon, then Payments and subscriptions then Subscriptions.
2. Select the Carly subscription and tap Cancel subscription.
3. Keep the Google Play confirmation email or screenshot for proof.

Phone cancellation

1. Phone support details are not publicly disclosed by Carly.
2. If you obtain a support number from your account or the website, call and request cancellation, then ask the agent for a confirmation email reference number.
3. Record date and time of the call and keep any written confirmation.

Email cancellation

1. Send a clear email to [email protected] with subject 'Cancel subscription' and include your full name, account email, licence ID and date of purchase.
2. Request a written confirmation of cancellation and final billing date.
3. Keep your sent message and any reply as proof.

Postal cancellation (registered letter)

1. Write a signed letter stating your decision to cancel, include full name, account email, licence ID and date of purchase.
2. Send the letter by registered post to Carly, Crown Way, CF14 3UZ Cardiff, United Kingdom and keep the receipt and tracking number.
3. Retain proof of delivery in case of dispute.

Cooling-off period (change of mind)

If you bought the Carly subscription online, by phone or by mail-order you have a 14 day statutory cooling-off period starting the day after the contract was formed. You may withdraw without penalty and receive a full refund subject to deductions if you asked Carly to start supplying services during the period. See the UK rules: Citizens Advice - cancelling a service and the renewal cooling-off rules: Digital Markets, Competition and Consumers Act 2024 - cooling-off rights.

Price increase

If Carly increases the subscription price mid-contract and you did not agree to the increase in the original contract the increase may give you a right to cancel. Provide the price change communication from Carly and your original contract as proof. Applicable law: Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Moving country

Relocation outside the United Kingdom is not a statutory automatic right to cancel unless the contract includes that clause. Provide proof of relocation such as a utility bill or change of address documentation. Applicable law: Contract terms must be transparent under the Consumer Rights Act 2015.

Death of subscriber

Next of kin or executor should contact Carly by post or email with a copy of the death certificate and proof of authority to act. Carly's policy on bereavement is not publicly disclosed by Carly.

Legitimate ground for termination

Legitimate grounds include failure to supply the service with reasonable care and skill or a material breach of contract by Carly. Provide correspondence showing the breach, dates and any repair attempts. Relevant law: Consumer Rights Act 2015.

End of commitment

For annual licences the contract normally ends at the end of the 12 month licence unless you renew. To avoid renewal charges cancel at least 24 hours before the renewal date using the method you used to subscribe or by registered post to ensure proof of notice. If Carly's exact notice deadline is not published use registered post to document timing.

Before you cancel - negotiate

Research does not show any publicly reported retention offers from Carly. If you want to try to keep the service, contact support by email at [email protected] and request a retention offer mentioning your licence ID, the price you pay now and a competing offer you found. Ask for a written offer with price and duration. If you subscribed via Apple or Google, also check whether the platform will offer a prorated refund.

What cancelling saves you - annual math

Use these real prices to compute annual savings:

• Premium brand-specific licence: from £53.89 per year. Yearly cost: 1 x £53.89 = £53.89
• All Brands licence: £86.89 per year. Yearly cost: 1 x £86.89 = £86.89
• Smart Mechanic add-on: £35.99 per year. Yearly cost: 1 x £35.99 = £35.99
• All Brands + Smart Mechanic: £109.99 per year. Yearly cost: 1 x £109.99 = £109.99
• Example alternative: App Store 'Carly for BMW Full-Version' example price £54.99 per year; 'Mercedes' example price £28.99 per year.

Examples of savings:

• If you cancel an All Brands licence at £86.89 you save £86.89 per year.
• If you cancel an All Brands + Smart Mechanic licence at £109.99 you save £109.99 per year.
• If you cancel a Premium licence at £53.89 you save £53.89 per year.

Cheapest competitor alternative from the research: Keepr offers a free service at £0 per year for basic invoicing and business tools, but Keepr is not a vehicle diagnostics product. For automotive diagnostic alternatives consider brand-specific app purchases like the App Store 'Mercedes' option at £28.99 per year which is the lowest brand-specific annual price cited in research.

Key UK laws

The main protections are the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Digital Markets, Competition and Consumers Act 2024 which adds renewal cooling-off protections. Services must be performed with reasonable care and skill under the Consumer Rights Act 2015.

Cooling-off and refunds

The Consumer Contracts Regulations 2013 give a 14 day cooling-off right for distance contracts concluded online, by phone or by mail-order. The Digital Markets, Competition and Consumers Act 2024 introduces a renewal cooling-off right and prohibits penalties for cancelling during cooling-off. Reference: Digital Markets Act - cooling-off rights and Citizens Advice - cancelling a service.

Escalation path

1. Complain to Carly first, keeping all evidence. 2. If unresolved, seek Citizens Advice guidance and consider statutory remedies under the Consumer Rights Act 2015. 3. If payment was by credit card, consider Section 75 or a chargeback via your card issuer where eligible. The Competition and Markets Authority considers hard-to-cancel auto-renewals potentially unlawful and may intervene on systemic issues.

Confirm access and final billing

Keep the written confirmation or the registered post delivery receipt. Check the date at which access ends; many Carly licences continue until the end of the paid period. Save the final invoice and compare charges to your last statement.

Data and account

Export any data you need from the Carly app before access ends. If you want Carly to delete your account data, request deletion in writing to [email protected] and ask for a confirmation of deletion. Carly's data deletion policy is not publicly published by Carly.

Re-activation

If you re-subscribe later you will likely need to buy a new annual licence. Lifetime licence options were mentioned in some sources at a range of £200 to £300, but confirm current availability on the official pricing pages before assuming lifetime access.

Follow this checklist to ensure a clean cancellation and evidence trail.

• Find your licence ID, account email and purchase date.
• If you are within 14 days of contracting, prepare a cooling-off withdrawal and send it by registered post or use app store cancellation to secure a full refund.
• Send cancellation request to [email protected] and keep the sent email.
• If using registered post, keep the receipt and tracking number.
• Take screenshots of app store or app cancellation confirmations.
• Check your bank/credit card statements to ensure no further renewals are charged.
• If you are charged after cancellation, raise a dispute with your card issuer and consider Section 75 for qualifying credit card payments.
• Keep all correspondence for at least 12 months.