Cancel Shopify the easy way

Overview

Shopify is a cloud-based e-commerce platform that powers online stores, point-of-sale and sales tools for merchants. Merchants use Shopify to sell online, manage inventory, and take payments across channels.

Who uses Shopify

Target customers are small and medium-sized businesses, direct-to-consumer brands and B2B merchants across verticals who need a hosted storefront, payments and back-office tools.

Company facts

For Shopify's official Terms of Service see Shopify Terms.

Web - cancel via Shopify Support

1. Open Shopify Help.
2. Sign in to your Shopify admin to access support options.
3. Choose contact method (chat or email), tell the agent you want to cancel your account and follow the instructions they give.
4. Keep the support email or ticket number as proof.

iOS - cancel subscriptions billed through Apple

1. Open the iOS Settings app, tap your Apple ID, then Subscriptions.
2. Select the Shopify subscription and tap 'Cancel Subscription' if billed by Apple.
3. If your Shopify account is billed directly by Shopify rather than Apple, contact Shopify Support instead.

Android - cancel subscriptions billed through Google Play

1. Open Google Play, tap your profile, then Payments and subscriptions and Subscriptions.
2. Select Shopify and tap 'Cancel subscription' if billed by Google Play.
3. If billed by Shopify directly, use Shopify Support.

Phone - cancelling by phone

1. Locate phone support via your Shopify Help contact options after signing in.
2. Call and request cancellation; follow any identity verification steps.
3. Ask for a reference number and request a confirmation email.

Post - cancelling by registered letter

1. Write a clear cancellation statement including your store URL, account email and request to Cancel your Shopify account.
2. Send by registered post to Shopify, 111 Buckingham Palace Road, SW1W 0SR London, United Kingdom.
3. Keep the delivery receipt and any returned receipt as proof.

Moving or relocation

If you move and cannot operate your store from the new location you remain able to Cancel at any time by contacting Shopify Support and following the instructions. Required proof documents: proof of address change if requested by Shopify Support. Applicable law: Consumer Contracts Regulations 2013 when a qualifying distance contract exists.

Price increase

If Shopify increases prices, you can Cancel by contacting Shopify Support. Provide the invoice showing the price change as proof. Applicable law: Consumer Rights Act 2015 regarding unfair terms and the Digital Markets, Competition and Consumers Act 2024 for subscription renewals where a change constitutes a contractual variation; see section 264 for consumer cancellation rights.

Death of the subscriber

For accounts registered to a deceased person, contact Shopify Support and provide a copy of the death certificate and proof of authority (executor documentation) to request account termination. Applicable law: estate administration rules plus Shopify verification procedures; contact Support for exact required documents.

Legitimate ground and proven error

Shopify's refund policy notes refunds are not generally provided, but exceptions exist for proven billing errors or special situations. Required proof documents: invoices, payment receipts, and any screenshots demonstrating the error. Reference: Shopify refund policy.

End of commitment

If you are on an annual plan and the term ends, you may Cancel before renewal. For annual billed plans the accepted period to request refunds is within 30 days of invoice issue date for annual subscriptions according to Shopify's published exceptions. Required proof: the invoice and account details. Reference: Yearly subscription terms.

Cooling-off and trial period

For consumers who entered a distance contract online, the Consumer Contracts Regulations 2013 provide a 14-day right to withdraw in many cases. Shopify also lists exceptions and specific refund windows: monthly invoices may be refund-reviewed within 7 days of invoice and the first invoice after a trial within 30 days. Required proof: cancellation notice and invoice. Applicable law: Consumer Contracts Regulations 2013 and Digital Markets, Competition and Consumers Act 2024; see legislation.

Before you cancel: negotiate

There are no publicly reported, documented retention discounts from Shopify in the research data. To request a retention offer contact Shopify Support and ask whether a credit, promo or plan change is available for your account. Provide your account ID, recent invoices and a clear statement of the price you need to continue. If Shopify is unwilling to offer a concession, proceed to Cancel by following Support instructions.

What cancelling saves you - calculation

Example: Basic plan cost and yearly math.

Shopify Basic: £25 x 12 = £300 per year.

Cheapest named competitor from research: ilanoShop at £17 per month.

ilanoShop: £17 x 12 = £204 per year.

Yearly saving by switching from Shopify Basic to ilanoShop: £300 - £204 = £96 per year.

Other examples: Shopify Advanced: £344 x 12 = £4,128 per year. POS Pro add-on: £69 x 12 = £828 per year.

Key UK laws and your rights

Your rights include the Consumer Contracts Regulations 2013 which give a 14-day cooling-off right for qualifying online distance contracts, and the Consumer Rights Act 2015 which requires services to be provided with reasonable care and skill and limits unfair contract terms. The Digital Markets, Competition and Consumers Act 2024 strengthens cancellation rights for subscription contracts; see section 264 for details.

Refunds and unfair terms

Shopify's standard position is that it does not provide refunds for subscription plans and states you are not entitled to pro rata refunds upon termination. For statutory rights under the Consumer Contracts Regulations 2013 or Consumer Rights Act 2015 you may remain entitled to a refund if those laws apply.

How to escalate

1. Complain to Shopify Support in writing and keep copies of emails and ticket numbers.

2. If unresolved, get advice from Citizens Advice and consider Chargeback with your card issuer or Section 75 claim for qualifying card payments.

3. If still unresolved, complain to the relevant ombudsman or regulator depending on sector. The Competition and Markets Authority treats hard-to-cancel subscriptions and unclear auto-renewal terms as potential unfair practices.

Export your data

Before cancellation export products, orders, customer lists and theme files from your Shopify admin. Store export steps are under Shopify Help; export CSVs for products and customers and download backups of themes and assets.

Final billing and invoices

Expect a final invoice for any unpaid fees. Shopify's refund policy states refunds are not generally issued, but Shopify will review specific refund requests for billing errors; see Shopify refund policy.

Re-activation and account data retention

After cancellation you can re-open or reactivate a store by creating a new account or contacting Shopify Support. Confirm with Support how long Shopify retains your account data and export copies before the retention period ends.

Use this checklist to cancel correctly and protect your business data and money.

• Sign in to your Shopify admin and gather account ID, store URL and billing invoices.
• Export products, customers, orders and theme files as CSVs and download theme backups.
• Contact Shopify Support via Help and request cancellation; save the support ticket or email confirmation.
• If billed through Apple or Google Play cancel the subscription in the App Store or Google Play subscriptions area.
• Send a registered letter to Shopify, 111 Buckingham Palace Road, SW1W 0SR London, United Kingdom, if you prefer postal cancellation and keep the delivery receipt.
• Review final invoice dates and request any billing review for proven errors within Shopify's published windows (7 days for monthly invoices, 30 days for first-trial invoice and annual invoices where applicable).
• Change any linked payment processors and inform customers about changes to order fulfilment or storefront access.