Cancel HelloFresh and reclaim an unfair charge

Your rights

If HelloFresh fails to provide goods or services that are of satisfactory quality, fit for purpose, or as described, you are entitled to a refund under the Consumer Rights Act 2015. Note that the Consumer Contracts Regulations exclude goods liable to deteriorate or expire rapidly from standard cancellation provisions, so the usual distance-contract cancellation right may not apply to perishable food items. If you paid by card, you can initiate a chargeback through your bank to dispute the transaction. This is not a statutory right, but card issuers typically allow claims within 120 days of the expected delivery date if goods or services were not provided. For qualifying credit card purchases costing between £100 and £30,000, a Section 75 claim may be available, with a six-year claim period from the purchase date or when goods/services were due. If you paid by Direct Debit, the Direct Debit Guarantee allows you to claim a full and immediate refund from your bank for any incorrect or fraudulent payments.

Step by step

1. 1Cancel your HelloFresh subscription via their website or app. You must make changes, including cancellation, by 11:59 p.m. five days before your scheduled delivery. Ensure you retain the email confirmation of your cancellation.
2. 2Gather all evidence related to your claim. This includes screenshots of your cancellation confirmation, photos of faulty or missing items, communication with HelloFresh, and bank statements showing the disputed charge.
3. 3Contact HelloFresh's customer service to request a full refund. Clearly explain why you are disputing the charge, citing the Consumer Rights Act 2015 if the issue relates to faulty goods or services. For payment-related complaints, HelloFresh has 15 days to respond; for other complaints, they have eight weeks. If they do not resolve your complaint within these timeframes, you can escalate to the Financial Ombudsman Service.
4. 4If HelloFresh refuses your refund, contact your bank or card provider immediately to initiate a chargeback or a Section 75 claim. Provide them with all your evidence and explain that HelloFresh has failed to resolve the issue. For chargebacks, you typically have 120 days from the expected delivery date. For Section 75 claims, you have up to six years.

What they'll say, and your comeback

What actually happens

Most disputes with HelloFresh revolve around unexpected charges after cancellation attempts or issues with the quality and completeness of delivered boxes. Many customers find that direct contact with HelloFresh customer service, armed with evidence like cancellation confirmations or photos of faulty food, is often enough to secure a refund, typically for the cost of one or two boxes (around £30-£60). If HelloFresh is uncooperative, initiating a chargeback through your bank is a common and effective next step, especially within the 120-day window from the expected delivery. This usually resolves the issue without further escalation. Section 75 claims are less common for these lower-value, recurring charges but remain an option for credit card users if the total cost of a specific issue exceeds £100. Escalating to the Financial Ombudsman Service is a last resort, usually for more complex or larger disputes, and can take several months to resolve.

FAQ

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