Cancel Emac the easy way

Core service

Emac (EMac Limited) supplies aftersales customer retention solutions and service plans to automotive manufacturers and retailers. Emac administers service contracts, manages Direct Debit collections and provides post-sale plan management for dealerships and plan holders.

Who uses Emac

Emac serves automotive manufacturers, dealerships and retail service departments that want to offer or manage extended service plans and maintenance agreements for vehicle customers.

How Emac operates

Emac issues and administers service plan agreements in partnership with dealerships. Plan holders interact with Emac for cancellations, refunds and transfers. Emac accepts written cancellation requests and handles Direct Debit instructions for plan payments.

Web

1. Visit Emac cancellations guidance at https://www.emac.co.uk/cancellations/.
2. Download any cancellation form or follow the online instructions on that page.
3. Prepare your service plan number or Agreement Reference, vehicle registration, full name and current postal address.
4. Submit the form or written request as instructed on the page and keep a copy of your submission.

Email

1. Write to [email protected] with the subject line "Cancellation request - [Agreement Reference]".
2. Include your plan number or Agreement Reference, vehicle registration, full name, current postal address and reason for cancellation.
3. If you are not the named plan holder, attach a photocopy of Power of Attorney (photocopy only, not original).
4. Keep the email and any reply from Emac as proof.

Post

1. Write a signed letter addressed to Emac at Emac, Southmere, Crewe Court, CW1 6GU Crewe, United Kingdom describing your request and including plan number, vehicle registration, full name and postal address.
2. If you are not the plan holder, include a photocopy of the Power of Attorney document.
3. Send by registered post or signed-for delivery and retain the proof of posting and tracking number.

Phone

1. Call Emac on 0330 099 6826 for guidance and to verify the details Emac holds for your plan.
2. Request the cancellation requirements and the written address or email to submit your request.
3. After the call, immediately send the written cancellation by email or post and retain call notes.

Power of Attorney or third-party requests

1. If you are acting on behalf of the plan holder, include a photocopy of the Power of Attorney with your written request; Emac accepts photocopies, not originals.
2. If you used a third-party cancellation provider, note Emac states it is not associated with third-party providers and advises direct cancellation to avoid fees.

Cooling-off period (withdrawal right)

Rule and required proof: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 customers have a 14 day cancellation period for distance or off-premises contracts. To cancel within 14 days send a written notice including your name, address and Agreement Reference. No penalty may be charged for cancelling during this period. See Consumer Contracts Regulations 2013.

Price increase

Rule and required proof: If Emac or the reseller increases the price in a way that changes the core terms, check your contract for an express right to cancel for price increases. Provide the notification you received from Emac or the dealership and request termination for price increase. Applicable law: Consumer Rights Act 2015 protections against unfair terms.

Moving / change of residency

Rule and required proof: If you move and cannot use the service plan, send a written request with the new address and supporting evidence (utility bill or tenancy agreement). Emac does publish that plan transfers to a new agreement with the same dealership are possible free of charge; call 0330 099 6826 to request a transfer.

Death of the subscriber

Rule and required proof: To cancel on grounds of the plan holder's death send a written request and supply a certified copy of the death certificate or documentation requested by Emac. Follow Emac's instructions for closing the account and arranging any refund.

Legitimate ground - Power of Attorney and authorised persons

Rule and required proof: Emac accepts cancellation requests from the named plan holder, the plan-holding dealership or an authorised person. If you are not the plan holder provide a photocopy of Power of Attorney (photocopy only, not original). Emac specifically requires written confirmation for cancellations.

End of commitment

Rule and required proof: If your plan term has ended, submit a written request quoting your Agreement Reference and the end date. If you want to avoid auto-renewal, notify Emac in writing before the renewal date and keep proof of delivery. Relevant guidance: CMA expectations on clear renewal terms and the Digital Markets, Competition and Consumers Act 2024 cooling-off provisions at cooling-off rights 2024.

Before you cancel - negotiate

What Emac is known to offer: Emac allows a service plan balance transfer free of charge when you take out a new service plan with the same dealership; call 0330 099 6826 for details. Emac also advises customers to cancel directly with Emac rather than using third-party cancellation services to avoid unnecessary fees. There are no published retention discount rates or standard rebate offers available on public pages; ask Emac by phone or email for any bespoke retention offer before submitting your final cancellation.

What cancelling saves - yearly cost comparison

Use real plan prices from available data to compare annual costs. Emacs Core (software) is free: 0 x 12 = £0 per year.

• FreshBooks Lite: £16 x 12 = £192 per year.
• Senta: £27.20 x 12 = £326.40 per year.
• Karbon: £46 x 12 = £552 per year.
• Capium Practice Management Hub: £39 x 12 = £468 per year.

Cheapest real alternative listed: FreshBooks at £16 per month (£192 per year). If your Emac-related fees are above these amounts, switching to a lower-cost provider or cancelling could save the difference annually. If your Emac plan was paid upfront and you are eligible for a refund, calculate the prorated refund after any cancellation fee is applied; the exact cancellation fee amount is not published by Emac.

Key UK consumer law that applies

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provide a 14 day cooling-off period for distance and off-premises contracts: 2013 Regulations. The Consumer Rights Act 2015 requires services to be supplied with reasonable care and skill and prevents unfair contract terms. The Digital Markets, Competition and Consumers Act 2024 confirms cooling-off rights for subscription renewals: 2024 Act - cooling-off rights.

Direct Debit and auto-renewal rules

Emac will take steps to prevent further Direct Debits once a cancellation request is received in writing. You may also cancel the Direct Debit instruction directly with your bank for immediate peace of mind. The CMA treats unclear auto-renewal terms or hard-to-cancel subscriptions as potentially unfair; escalate to Citizens Advice or the CMA if Emac refuses lawful cancellation.

How to escalate if you have a dispute

1. Complain to Emac in writing via the official contact points. 2. If unresolved, contact Citizens Advice for guidance. 3. If relevant, escalate to a sector ombudsman or use Section 75/chargeback for qualifying card payments. Retain all correspondence and proof of delivery for escalation.

Check for confirmation

After sending your written cancellation by email or post, wait for an acknowledgement from Emac and retain it. If you do not receive confirmation, follow up by email to [email protected] or call 0330 099 6826 and note the date and time of the call.

Final billing and refunds

Refund policy summary: A cancellation fee applies after the cooling-off period as stated in your terms. Refunds for service plans are credited to the bank account on file via the Direct Debit instruction. If the plan was paid in full upfront, call 0330 099 6826 to provide bank account details for a direct credit; otherwise Emac will issue a cheque to the address on file. A cancellation fee is the sum paid to the Dealer for costs incurred due to early termination and is subject to VAT. Keep bank statements to confirm receipt of any refund.

Cancel the Direct Debit

Contact your bank to cancel the Direct Debit instruction if you want immediate stop of payments. Notify Emac in writing that you have cancelled the Direct Debit so they can update their records.

Re-activation and plan transfer

If you later want to re-activate or transfer a remaining balance to a new agreement with the same dealership, Emac offers free transfer of the service plan balance when taking out a new plan with the same dealer. Call 0330 099 6826 to request that service.

Use this checklist to prepare and complete your Emac cancellation.

• Find your Agreement Reference or service plan number and vehicle registration.
• Collect proof of identity and address to confirm you are the plan holder.
• If not the plan holder, obtain a photocopy of a valid Power of Attorney (photocopy only, not original).
• Decide how to send the cancellation - email to [email protected] or signed-for post to the address below.
• Send the written cancellation and keep a copy of the email or proof of postage.
• Contact your bank to cancel the Direct Debit instruction if you want immediate stop of payments.
• Record dates: date you sent the cancellation, date you received confirmation, expected refund timeframe (14 days for statutory refunds where applicable).
• If you do not receive confirmation, escalate to Citizens Advice with your correspondence.