Cancellation dispute
How to reply to a cancellation-dispute Google review
Cancellation-dispute reviews are the top-mentioned negative in subscription businesses. The reply is a chance to look like the company that handles disputes cleanly.
Why it matters
Prospective customers scan cancellation reviews to decide whether you're the kind of business that traps them. A calm, private-first reply is worth more than any signup incentive.
Do this
- Reference the policy exists in one line.
- Move to a private email in the next.
- Refund quickly when the application was borderline.
Avoid this
- Quoting policy back at the reviewer in public.
- Making the reviewer prove they cancelled.
5 templates
1. Gym, direct-debit dispute
Review
"Charged me after I cancelled."
Reply
"Hi Sam — a charge after a cancellation is a billing failure, not a policy. Please email members@ourgym.co.uk with your cancellation date and I'll process the refund personally. — Nadia, manager"
2. Subscription, auto-renewal
Review
"Auto-renewed without warning me."
Reply
"Hi Chris — auto-renewal reminders should reach you at 30, 7, and 1 day. If any of those didn't land please email support@ourapp.com and I'll refund and follow up. — Alex, founder"
3. Salon, cancellation fee
Review
"Charged 50% for cancelling 6 hours before."
Reply
"Hi Priya — our cancellation window is on the booking confirmation. If it wasn't clear enough or the situation was medical, please email hello@oursalon.com and I'll review. — Ellie, owner"
4. Hotel, non-refundable
Review
"Refused to refund even though I cancelled a month out."
Reply
"Hi Jamie — non-refundable rates are chosen at booking for the discount, but a month out is well outside our tightest scenario. Please email hello@ourhotel.com so I can look at your specific case. — Sam, GM"
5. Class, missed session
Review
"Missed one class, they still took the credit."
Reply
"Hi Nadia — a missed class inside our 24-hour window normally comes off, but we do make exceptions for medical or family reasons. Please email hello@ourclass.com. — Rachel, manager"
FAQ
- Should we always refund a cancellation-dispute reviewer?
- Refund when the application was borderline. Hold the line when the policy was clearly applied and communicated.
- Can we quote the policy in the reply?
- One-line reference only. The public reply is about tone; the private email is about detail.