Cancel Go Assist the easy way

Service overview

Go Assist is a UK provider of home repair and maintenance services including fixed-price appliance repairs, boiler repair, plumbing, electrical work and home membership plans. The company offers on-site engineers and packaged membership benefits tied to bookings.

How customers use it

Customers book repairs or emergency services by phone or online. Fixed-price appliance repairs start from £69 including VAT. Memberships are offered to provide discounts and credits against work and new appliances.

Company facts

Email cancellation

1. Open your email and address to [email protected].
2. Write subject line: "Cancel membership / Cancel service - [Your name]" and include your booking reference or membership number.
3. State the exact service or membership to cancel and the effective date of cancellation.
4. Request written confirmation and a refund if inside the 14-day cooling-off period.
5. Keep the sent email and any reply as proof.

Phone cancellation

1. Call 0333 733 1234 and provide your name, address and booking reference.
2. Ask the agent to cancel the membership or service and to confirm whether fees apply.
3. Request a cancellation reference and a confirmation email to [email protected].
4. Log time and agent name for your records.

Postal cancellation

1. Write a clear signed letter with your name, address, booking/membership reference and the service to cancel.
2. Send by registered post to: Go Assist, Crown Way, CF14 3UZ Cardiff, United Kingdom.
3. Keep the proof of postage and delivery receipt.

Cancellation form

1. If you received a Cancellation Form with your purchase, fill it out fully and sign it.
2. Send it to the address or email indicated on the form.
3. Retain a copy of the completed form and any acknowledgement.

Cooling-off (change of mind within 14 days)

Rule - You have a 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for distance and off-premises contracts. For services and Home Memberships you may cancel for a full refund within 14 days from the date of confirmation unless you agreed to immediate performance.

Required proof documents - booking confirmation or membership confirmation email; proof of cancellation (email receipt or signed post). Applicable law - Consumer Contracts Regulations 2013. Reference: Consumer Contracts Regulations 2013.

Service already started during cooling-off

Rule - If Go Assist has started performing the service during the 14-day period and you cancel, Go Assist may charge for work already carried out, work required for site safety, and any parts ordered or installed. This is based on the research summary of Go Assist terms.

Required proof documents - confirmation of engineer visit times, invoice showing parts ordered, and your cancellation request. Applicable law - Consumer Contracts Regulations 2013.

Moving home

Rule - If you move home you may cancel the membership or service by contacting Go Assist with evidence of relocation. Go Assist's published terms allow cancellation when the service cannot be provided at your new address.

Required proof documents - new address evidence such as a copy of new tenancy agreement or completion statement, and your cancellation request. Applicable law - Consumer Rights Act 2015 where applicable.

Price increase

Rule - If Go Assist increases ongoing membership charges without your consent during a fixed term you can cancel and seek a refund of future payments. Check your renewal email or contract notice for the exact change. Applicable law - Consumer Rights Act 2015 and CMA guidance on unfair contract terms.

Required proof documents - renewal notice or email showing the price increase and your cancellation request.

Death of the subscriber

Rule - A representative may cancel the service by contacting Go Assist and supplying proof of authority and the death certificate. Required proof documents - death certificate and proof of authority or identification. Applicable law - Consumer Rights Act 2015.

Legitimate grounds accepted by Go Assist

Rule - Go Assist accepts cancellation for: inability to provide service at new address, cancellation within the 14-day cooling-off period, and where parts are unavailable after 10 weeks and the appliance is inoperable (per Go Assist refund rules).

Required proof documents - correspondence showing parts unavailability or repair impossibility, booking reference and your cancellation request. Applicable law - Consumer Rights Act 2015.

End of commitment

Rule - For annual memberships the minimum commitment is 12 months; cancel at the end of the paid term to avoid renewal charges. For rolling monthly Premium membership you may cancel without serving a future notice period, subject to terms.

Required proof documents - membership renewal notice and cancellation request.

Before you cancel - negotiate

Retention offers reported in the research are limited and inconsistent. Go Assist is known to offer discounts or credits tied to bookings: the membership offers include initial credits of £400 and £40 credits for subsequent bookings, plus discounts on appliances and boiler servicing as described on their membership pages. To request a retention offer, email [email protected] and state the exact cancellation reason, request a written counter-offer, and ask for a quote for the same service without membership. Keep all replies.

What cancelling saves you - yearly calculation

Calculation example - if you were paying a reported membership price of £12 per month, the yearly cost is 12 x £12 = £144 per year. If you avoid one fixed-price repair fee of £69 by using a local engineer priced at £50, your net saving versus Go Assist repair pricing depends on use. Example math: £12 x 12 = £144 per year for membership. Fixed-price repair from Go Assist starts at £69 including VAT. A single avoided membership plus one less repair could save £144 + (£69 - £50) = £163 per year in this example.

Cheapest real alternative - independent local engineer booking via a local marketplace is often cheaper for single repairs. For example, a non-affiliated engineer may charge around £50 for a simple appliance call-out compared with a fixed-price repair starting at £69 with Go Assist. Exact competitor prices vary by region - obtain a written quote before cancelling.

Key UK consumer law

The main statutes relevant to cancelling Go Assist are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. These laws require clear cancellation rights, a 14-day cooling-off period for distance and off-premises contracts, and that services are performed with reasonable care and skill.

Cooling-off rights and refunds

Under the Consumer Contracts Regulations 2013 you have 14 days to cancel most distance or off-premises contracts and obtain a refund. If the trader starts performance with your express agreement you may owe payment for the proportion of service provided up to cancellation. See the official legislation at legislation.gov.uk.

Unfair auto-renewal and the CMA

The Competition and Markets Authority treats hard-to-cancel subscriptions and unclear auto-renewal as potential unfair practice. If you face unclear renewal or a failed cancellation, escalate to Citizens Advice for guidance and the CMA for potential enforcement. See Citizens Advice guidance at Citizens Advice.

Escalation steps

1. Complain to Go Assist in writing to [email protected]. 2. If unresolved, contact Citizens Advice for evidence and next steps. 3. For card payments, consider Section 75 or chargeback with your card issuer for qualifying purchases. 4. If terms appear unfair, report to the CMA and keep all correspondence as evidence.

Confirm final billing and refunds

After cancellation request, request a final invoice showing amounts charged, refunds due and any administration fees. If you cancelled within 14 days, request refund and note that statutory refund processing is within 14 days under the Consumer Contracts Regulations 2013.

Access to data and re-activation

If you wish to re-activate, ask Go Assist for current membership rates and whether initial sign-up credits still apply. To request deletion of personal data, contact [email protected] and refer to their privacy policy linked from the Go Assist site.

Keep proof

Keep copies of email confirmations, proof of posted letters, call reference numbers and any final invoice. These documents are needed if you later ask your bank for a chargeback or escalate the complaint.

Use the checklist below to cancel and protect your rights.

• Find your booking or membership reference in confirmation emails.
• Email [email protected] with a clear cancellation request and ask for confirmation.
• If calling, note the time, agent name and ask for a cancellation reference.
• If cancelling within 14 days, state that you are exercising the Consumer Contracts Regulations 2013 cooling-off right.
• Request refund timeline and ask for written confirmation.
• Send a registered letter to Go Assist, Crown Way, CF14 3UZ Cardiff, United Kingdom if email/phone fail.
• Keep copies of all correspondence and proof of postage for at least 6 months.
• If charged incorrectly, contact your card issuer for chargeback and provide all evidence.