Cancel Operation Smile the easy way

Mission and services

Operation Smile is an international medical charity that provides free cleft lip and cleft palate surgery, trains local medical teams and supplies surgical equipment in low- and middle-income countries. It operates globally and raises funds in the United Kingdom to support missions and training.

UK presence and fundraising

Operation Smile UK collects donations and recurring gifts to fund surgeries, medical supplies and local surgeon training. The UK supporter care team handles donations, Direct Debit and recurring-card cancellations.

Company facts

Web - cancel using Operation Smile website

1. Open Operation Smile recurring payments or the contact form on their FAQs.
2. Complete the contact form with your name, address, donation reference (if known) and state you want to cancel your recurring donation or Direct Debit.
3. Request written confirmation by email and retain the reply as proof.

iOS - cancel via mobile browser

1. Operation Smile does not operate a dedicated iOS app for donations; open Safari and visit the recurring payments page.
2. Follow the website steps above to submit a cancellation request via the contact form.
3. Save the confirmation email or take screenshots of the message acknowledging cancellation.

Android - cancel via mobile browser

1. Open the Android browser and visit donation pages or the recurring payments page.
2. Use the contact form or email [email protected] to request cancellation with your donor details.
3. Save email confirmation or note the date and time of phone confirmation.

Phone - call Supporter Care

1. Call 0203 475 5216 (option 2 for recurring card cancellation) or 0203 475 5126 for Direct Debit queries.
2. Provide your full name, address, donation reference and the last 4 digits of the card used or the Direct Debit details.
3. Ask the agent to confirm cancellation and to send an email confirmation. Note the time and name of the person who handled your call.

Email - write to Supporter Care

1. Send an email to [email protected] with subject line "Cancel recurring donation" and include name, address, donation reference and payment method.
2. Request a confirmation email and retain it.
3. If no reply within 5 working days, follow up by phone quoting your original email.

Post - send a registered cancellation letter

1. Write a signed letter stating you wish to cancel your regular donation. Include full name, address, donation reference and payment method.
2. Send by registered post to Operation Smile, Unit A, Genoa House, Juniper Drive, SW18 1FY London, United Kingdom.
3. Keep the postal receipt and ask Supporter Care to confirm receipt and cancellation by email.

Cooling-off period (changed your mind)

If you started a contract at a distance (online or by phone) you have a 14-day cooling-off period under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To exercise this right, notify Operation Smile via the website contact form, email or phone within 14 days of signing up. Operation Smile must reimburse all payments within 14 days of being informed of the cancellation. Reimbursement is by the same payment method unless you agree otherwise.

Applicable law: Consumer Contracts Regulations 2013.

Moving - change of address

If you are cancelling because you moved, contact Supporter Care with proof of your new address such as a recent utility bill or council tax statement. Operation Smile processes address changes and can cancel donations on request. No statutory special rule applies; this is handled as a standard cancellation or Direct Debit amendment.

Applicable regulator: Fundraising Regulator. For Supporter Care contact see Operation Smile UK contact.

Price increase

Operation Smile is a donation-based charity and does not typically impose subscription price increases. If you consider a change to your donation amount an increase, request cancellation via Supporter Care. There is no statutory automatic right to cancel for routine donation changes beyond the standard 14-day cooling-off right for initial distance contracts.

Applicable law: Consumer Contracts Regulations 2013.

Death of subscriber

If the donor is deceased, a next of kin or executor should contact Supporter Care and provide a copy of the death certificate and the donor's details. Operation Smile will close or transfer the donation record after receiving appropriate documentation and instructions from the estate representative.

Applicable body: Fundraising Regulator.

Legitimate ground - financial hardship or medical incapacity

For financial hardship or incapacity, contact Supporter Care and explain the situation. Provide supporting documents such as a benefits letter or medical confirmation where possible. Operation Smile handles such requests individually via their Supporter Care team.

Applicable guidance: Consumer Rights Act 2015 on contract fairness and the Fundraising Regulator for complaints.

End of commitment

If you agreed a fixed-term regular donation and the term ends, no further payments should be taken. If payments continue, contact Supporter Care with the original donation start date and supporting documentation. If unresolved, escalate as described in the legal protections section.

Applicable law: Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

Before you cancel - negotiate

Operation Smile UK has no publicly reported formal retention discounts or matched donation offers available to donors. If you want to reduce cost instead of cancelling, ask Supporter Care about switching from a card recurring payment to a Direct Debit or reduce the monthly amount. Payroll giving is available and reduces net cost to the donor - a £12.50 monthly payroll gift costs the donor £10 after tax via payroll giving according to Operation Smile's guidance. Ask your employer payroll team and Operation Smile for details via payroll giving.

What cancelling saves - yearly computation

Example calculations using Operation Smile monthly donation levels listed by the charity:

• £2.50 x 12 = £30.00 per year
• £5.00 x 12 = £60.00 per year
• £12.50 x 12 = £150.00 per year
• £25.00 x 12 = £300.00 per year
• £60.00 x 12 = £720.00 per year

Cheapest real alternative donation option within Operation Smile is £2.50 monthly which equals £30.00 per year. There are no publicly disclosed competitor price comparisons provided by Operation Smile. If you want a lower-cost option but still support cleft care, consider switching to a one-off donation of £15 which Operation Smile lists as funding antibiotics or child feeding support.

Key UK consumer laws

The main laws and protections that apply are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. The 2013 Regulations give a 14-day cooling-off period for most distance contracts. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill and prevents unfair contract terms.

Fundraising complaints and escalation

If your cancellation or refund request is not resolved by Operation Smile, escalate to the Fundraising Regulator. For guidance on consumer cancellation rights and steps, contact Citizens Advice. For card payment disputes you may also use your card issuer's chargeback or, for qualifying payments, Section 75 protection for credit cards.

Relevant links: Consumer Contracts Regulations 2013, Citizens Advice - cancelling a service, and the Fundraising Regulator for fundraising complaints.

Check for confirmation and final payments

Keep the email confirmation or phone notes. If you cancelled a Direct Debit, watch your bank statements for one final payment and for any refunds due. Operation Smile must reimburse payments within 14 days when cancellations are exercised under the Consumer Contracts Regulations 2013.

Data and re-activation

If you want your data removed, request data erasure from Supporter Care. Re-activating a donation requires starting a new donation online or by contacting Supporter Care.

Follow up actions

If you do not receive confirmation within 5 working days, phone 0203 475 5216 or 0203 475 5126 and quote your original cancellation request. For unresolved disputes, use Citizens Advice or the Fundraising Regulator.

Use this checklist to close your recurring donation cleanly and keep proof.

• Call 0203 475 5216 or 0203 475 5126 and request cancellation; ask for email confirmation and note staff name and time.
• If you prefer not to call, submit the website contact form and save the sent copy.
• If cancelling a Direct Debit, confirm whether the change applies immediately or from the following month if the next payment is within 3 working days.
• Retain any confirmation email or postal receipt as proof.
• Monitor your bank account for refunds within 14 days and for any final payments.
• Avoid instructing your bank to block or dispute payments before contacting Supporter Care because this may result in a £20 fee to the charity.