Cancel Payment Assist the easy way

Service overview

Payment Assist is a UK provider of customer payment plans and business payment solutions focused on the automotive sector and related retailers. The business offers interest-free short-term plans to consumers for vehicle repairs and services, while dealers and garages cover a small subsidy to enable instalments for customers.

How it works in plain terms

Businesses sign up to offer Payment Assist plans; customers complete a short online agreement and, when required, a recurring transaction authority to allow monthly debits from a debit card. Payment Assist manages the payment plan, collects monthly repayments and notifies the business once funds are cleared.

Company facts

For business product details and an official brochure see Payment Assist business products and the official brochure 2025.

Email cancellation

1. Compose an email to [email protected] and cc [email protected].
2. Subject line: Cancel Payment Assist agreement - include customer name and agreement reference if available.
3. In the body include: full name, address, email used for the agreement, date of sign-up, and a clear statement: I cancel my Payment Assist agreement dated [date].
4. Attach any supporting documents such as the agreement screenshot or proof of payment.
5. Request written confirmation of cancellation and refund timetable.

Postal cancellation

1. Write a signed cancellation letter including the same information as the email template.
2. Send by Royal Mail Registered Post to Payment Assist, 2 City Road, CH1 3AE Chester, United Kingdom.
3. Keep the proof of posting and the delivery receipt.
4. If you do not receive confirmation within 14 days, escalate to your card issuer or the Financial Ombudsman Service.

Phone cancellation

1. If a phone number is provided by your retailer or on Payment Assist documentation, call and clearly state you wish to cancel the agreement, giving your name and agreement reference.
2. Ask the agent to email written confirmation to you at your address on file.
3. Record date and time of the call and the agent name or ID.

Cancel through the retailer or garage

1. Contact the retailer or garage that created the instalment plan and ask them to cancel with Payment Assist on your behalf.
2. Request the retailer to send you a confirmation email showing Payment Assist acknowledged the cancellation.
3. Retain their confirmation as proof if a refund is required.

Chargeback or Section 75

1. If Payment Assist continues to take payments after you cancelled, contact your card issuer to request a chargeback within 120 days of the charge date.
2. If the total paid is over £100 and you used a credit card, consider a Section 75 claim with your credit card provider.
3. Keep all written evidence of cancellation attempts, receipts and correspondence.

Cooling-off period (14 day right to cancel)

If you signed the Payment Assist agreement online or away from the trader's premises, you normally have a 14 day cooling-off period that starts the day after sign-up or the day after you receive confirmation, whichever is later. If you cancel within 14 days you are entitled to a refund of sums paid, subject to any proportionate payment for services you asked to start within the period. The applicable law is the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Price increase

If the cost of your plan is increased after you signed, you can object and treat that as grounds for cancellation if the change is not permitted by the original agreement. Provide the new billing notice and the original agreement as proof. Relevant law includes the Consumer Rights Act 2015 and protections enforced by the Competition and Markets Authority on auto-renewal and unfair terms.

Moving address

If you change address and that affects your ability to pay by the same bank or card, Payment Assist accepts evidence such as a proof of new address, bank statement showing account change, and a formal request to update payment details. Payment Assist documentation indicates they adjust payment plans and manage refunds where applicable.

Death of the subscriber

In the event of death, the executor or administrator should contact Payment Assist with a copy of the death certificate and proof of authority. Provide these documents to stop further debits and to discuss outstanding balances.

Legitimate ground (mis-selling or lack of clear information)

If the agreement was signed without key information or you were misled about the nature of the agreement, you should gather evidence: the original online application, screenshots of what you were shown, and copies of any messages or phone notes. The Financial Ombudsman Service has examined complaints alleging misrepresentation and forged or inaccurate signatures under Payment Assist cases. The relevant escalation body is the Financial Ombudsman Service.

End of commitment

If your instalment term ends (for example after 3 or 6 months) the plan stops automatically. No further action is needed unless payments continue. Keep the final receipt as proof. Contract end is governed by the Consumer Rights Act 2015 for services and credit agreements under the Consumer Credit Act 1974 where applicable.

Before you cancel: negotiate

Payment Assist does not publish retention offers for consumers in its public material. The company is known to modify payment plans and manage refunds on request. To ask for retention or a cheaper alternative, email [email protected] and include your agreement reference, a short summary of why you want to stay (for example reduced monthly payment), and a request for an adjusted plan. For businesses, Payment Assist advertises interest-free 3, 4 and 6 month plans where dealers cover a subsidy.

What cancelling saves you - example calculation

Payment Assist itself does not state fixed monthly fees to customers; the total payable is equal to the service amount with no interest when repayments follow the recurring transaction authority. Real, concrete costs available in research include collection and penalty fees that may be charged by Payment Assist: returned payment fee £10, breach letter fee £15, late payment phone call fee £10, default notice fee £20, transfer to debt recovery fee £25. Example savings from avoiding penalties: if you avoid one returned payment fee and one breach letter charge you save £10 + £15 = £25.

Compare with the cheapest competitor alternative found in research: Keepr Pro at £9.00 monthly or £99.00 annual. Yearly cost of Keepr Pro: 12 x £9.00 = £108.00. If you cancel Payment Assist and switch to Keepr with an expected business-subscription need of £108.00/year, show the math: 12 x £9.00 = £108.00 per year. Vupiy monthly at £12.00 equals 12 x £12.00 = £144.00 per year. Prachesta monthly at £12.00 equals 12 x £12.00 = £144.00 per year. If your cancellation avoids two penalty charges totalling £25, net immediate cash saving is £25. If you then subscribe to Keepr annually at £99.00 the combined outlay is £99.00 minus avoided penalties is not applicable; the calculation is provided so you can compare ongoing costs: Keepr annual £99.00 versus Vupiy annual £120.00.

Key laws and regulators

Your rights when cancelling a Payment Assist agreement are supported by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015 and, where a credit agreement applies, the Consumer Credit Act 1974. Regulators and dispute bodies to contact include the Financial Conduct Authority, the Financial Ombudsman Service, Trading Standards and the Competition and Markets Authority.

Cooling-off and refund timelines

The Consumer Contracts Regulations 2013 give a 14 day cooling-off right for contracts concluded online or away from business premises. The 14 day period starts the day after sign-up or the day after you receive confirmation, whichever is later. The company must refund within 14 days of cancellation when a refund is due. If the trader failed to inform you of cancellation rights, the 14 day period can be extended by up to 12 months.

Escalation steps

First, complain to Payment Assist using [email protected] or the retailer that created the plan. If that fails, contact Citizens Advice for free guidance, then escalate to the Financial Ombudsman Service if the issue relates to regulated credit or a financial product. Use chargeback with your card issuer within 120 days for card payments that continued after cancellation. If you paid by credit card and the total charged is over £100 you have a potential Section 75 claim under the Consumer Credit Act 1974.

Get written confirmation

After you cancel, keep the email, letter or confirmation from Payment Assist or the retailer. This is your proof for refunds, chargebacks or escalation.

Final billing and refunds

If a refund is due, Payment Assist states refunds will be managed and adjusted against the payment plan. The Consumer Contracts Regulations 2013 require refunds within 14 days of cancellation when applicable. If you asked for the service to start within the 14 day period, a proportionate payment for services provided may be owed.

Data and reactivation

If you want to re-activate a paused plan, contact the retailer or Payment Assist support. Keep copies of any new recurring transaction authority. Request deletion of personal data if you do not intend to use the service again and cite data subject rights under UK data protection law when contacting them.

Follow these items to cancel and protect your rights.

• Step 1 - Prepare evidence: agreement reference, name, address, payment receipts, screenshots of the sign-up page.
• Step 2 - Send cancellation by email to [email protected] and cc [email protected]. Keep the sent email and delivery status.
• Step 3 - If you prefer paper, send a signed registered letter to Payment Assist, 2 City Road, CH1 3AE Chester, United Kingdom, and retain proof of posting.
• Step 4 - Ask for written confirmation including refund timetable (refund within 14 days when due).
• Step 5 - If you still receive debits after cancellation, contact your card issuer for chargeback within 120 days and consider a Section 75 claim for credit card payments over £100.
• Step 6 - If the trader refuses a lawful refund, escalate to the Financial Ombudsman Service and provide all evidence.