Cancel Vidrate the easy way

Product and service

Vidrate sells zero-sugar, vitamin and electrolyte hydration sachets delivered by subscription or as one-off "Build a Box" purchases. The brand promotes flavour variety and hydration support without sugar.

Business facts

Vidrate operates from Keighley and is run by NR Enterprise Limited. The business offers a 30-day free trial option and several one-off box sizes alongside a rolling monthly subscription. The company markets to people who want flavoured electrolyte hydration without sugar.

Company facts

Web (customer portal)

1. Find your "Activate Your Portal" email sent after your initial purchase or trial; this contains the portal activation link.
2. Click the activation link and set your password to access the portal.
3. In the portal, locate 'Subscriptions' or 'Manage Subscription' and select 'Cancel' or 'Stop deliveries'.
4. Save or screenshot the confirmation screen and wait for a confirmation email from Vidrate. Cancellation processing can take up to 2 working days.

Mobile (iOS and Android browsers)

1. Open the "Activate Your Portal" email on your phone and tap the activation link to access the portal.
2. Log in and follow the same steps as the web portal to cancel the subscription.
3. Keep the confirmation email or screenshot as proof; cancellations are processed within 2 working days.

Email

1. Send a clear message to [email protected] with your full name, order number, delivery address and a request to cancel future subscription deliveries.
2. Ask for a written acknowledgement and note that Vidrate aims to process cancellations within 2 working days.
3. If a payment is due within 48 working hours, include that date and request urgent processing; you remain responsible for ensuring cancellation before funds leave your account.

Post

1. Write a signed letter including your full name, order number, delivery address, and clear instruction to cancel your subscription.
2. Send by recorded or registered post to Vidrate, Unit 1, The Old School House, BD21 4BB Keighley, United Kingdom.
3. Keep the postal receipt and allow 5-10 working days for Vidrate to receive and process your request.

Phone

1. Vidrate does not publish a customer support phone number in its public pages; if you find a number online, verify it against official Vidrate pages first.
2. If a phone number is supplied in your portal or order confirmation, call and request written confirmation of cancellation.

Cooling-off period - Change of mind

Rule: For non-subscription goods bought online you have 14 working days from the day after you receive the goods to cancel and get a full refund under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For subscription services, Vidrate requires the product to be dispatched and trialed before cancellation attempts; new customers cannot cancel within the first 14 days prior to receiving product per Vidrate terms.

Required proof: Order number, proof of delivery date and returned goods in original, undamaged retail condition if claiming a refund. See the law: Consumer Contracts Regulations 2013.

Product damaged or not as described

Rule: If products are damaged on arrival or do not match the website description, email [email protected] within 14 days of receipt to arrange a return. Vidrate will refund the value of the goods plus the cost of return postage from the UK and other territories, and will process refund within 7 days of receiving returned goods.

Required proof: Photographs of the damaged goods, order number, date of receipt and any packaging evidence.

Moving address

Rule: Moving itself is not an automatic legal right to cancel beyond standard cancellation rules. If you cannot receive deliveries, you must either update your delivery address in the portal or cancel using the portal or by emailing support. If a box is dispatched before Vidrate receives notice, you will be charged for that box.

Required proof: New address details; if disputing a charged delivery, provide evidence of inability to receive goods for the charged period (for example proof of move-in date).

Price increase

Rule: The research does not list any specific Vidrate price increase policy. Where a contract has a unilateral price increase imposed by a trader, Consumer Rights and CMA guidance apply; you can seek to cancel if the change materially alters the contract. Provide the change of terms and request cancellation or refund in writing.

Required proof: Notice of the price increase from Vidrate or screenshots of changed pricing in your account.

Death of subscriber

Rule: Death of the subscriber is a recognised reason to end contracts. Contact Vidrate by email or post with a copy of the death certificate and request cancellation and refund where applicable.

Required proof: Death certificate and order details; applicable law - Consumer Contracts Regulations 2013 for cancellation rights where relevant.

Legitimate grounds Vidrate accepts (from research)

Rule: Vidrate accepts returns for damaged items and will refund postage in those cases. Vidrate can refuse refunds for used bottles due to contamination risks. If an order has been processed it cannot be stopped or pulled from Vidrate's system; small admin fee of £3.95 applies if an order can be cancelled before dispatch. See Vidrate refund and terms pages for details.

Required proof: Photographs, order number, dispatch evidence; legal basis includes Consumer Rights Act 2015 for services performed with reasonable care and skill.

Before you cancel: negotiate

Retention offers reported in public research are not listed for Vidrate. There is no documented automatic discount or retention code published. To attempt negotiation, contact Vidrate via your customer portal or email [email protected] and request one of the following: pause / skip next delivery, switch flavour profile, or ask for a manual refund review if charged wrongly. Keep written confirmation of any agreed change.

What cancelling saves - yearly calculation

Subscription price: £16.00 every 30 days after the 30-day free trial. Yearly cost calculation: 12 x £16.00 = £192.00 per year. Math shown: 12 x 16.00 = 192.00, so cancelling a recurring £16.00 monthly subscription saves £192.00 per year.

Other product prices you might switch to (one-off buys): Build a Box 8 Pack £7.45, 20 Pack £16.95, 30 Pack £23.88. Example: switching from a subscription at £16.00/month to buying a 30 Pack at £23.88 reduces regular monthly commitment but is a one-off purchase. Compare annualised cost: subscription £192.00 per year versus three 30 Packs (3 x £23.88 = £71.64) if you only need three months of supply per year.

Cheapest competitor from available research: InVideo AI listed at £20 monthly in the research, which costs 12 x £20 = £240 per year. Math shown: 12 x 20 = 240. Note: InVideo AI is a different product category and is listed in the research as a competitor entry; it is not a hydration alternative.

Key UK consumer law

The principal laws relevant to cancelling Vidrate are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. The Regulations provide a 14 working day cooling-off period for most online contracts. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill and limits unfair contract terms.

Auto-renewal and unfair practices

The Competition and Markets Authority (CMA) treats hard-to-cancel subscriptions and unclear auto-renewal terms as potential unfair practices. If Vidrate's terms prevented cancellation or hid renewal charges, you could report to Trading Standards or the CMA.

How to escalate

1. Complain to Vidrate first via portal or [email protected] and keep written records. 2. If unresolved, contact Citizens Advice for guidance and use their consumer complaint templates: Citizens Advice - Cancelling a service. 3. Use card chargeback or Section 75 for qualifying card payments if the payment was made by credit card and qualifies. 4. Report serious suspected breaches (e.g. misleading auto-renewal) to the CMA or local Trading Standards.

Check for confirmation and final billing

Keep the cancellation confirmation email or portal screenshot. Vidrate states cancellations may take up to 2 working days. If a box was dispatched before cancellation, you remain liable for that charge. If money has already left your account, Vidrate reserves the right to refuse a refund though they may issue one at their discretion.

Returns and refunds

If you are returning non-subscription goods under the 14 day cooling-off period you must return them in original, undamaged retail condition; you pay return postage unless the item was damaged on arrival. For damaged products, Vidrate refunds the value plus cost of return postage and processes refunds within 7 days of receiving returned goods per their published policy.

Account data and re-activation

Your portal remains the quickest way to re-activate. If you want Vidrate to delete your account data, request deletion by email to [email protected] and ask for written confirmation. If you later re-subscribe, the 30-day free trial is limited to one per household per Vidrate terms.

Before you cancel, follow this checklist to avoid common traps and to document everything.

• Locate your "Activate Your Portal" email and login credentials.
• Take screenshots of subscription settings and billing dates.
• Cancel via the customer portal if possible and save the confirmation email.
• If cancelling by email, send to [email protected] with order number and request written acknowledgement.
• If the order is in processing and you wish to stop it, request cancellation immediately and be prepared to pay £3.95 admin if Vidrate cancels before dispatch.
• If you plan to return goods, pack them in original retail condition and keep proof of postage; Vidrate requires customers to pay return postage unless goods were damaged.
• If a charge posts despite cancellation, gather timestamps and contact your card issuer for chargeback or consider Section 75 if paid by credit card.