They will not let me cancel my subscription

Direct answer

Since 2022, a contract you can sign online must be cancellable online too, and after the first term it renews only month to month with a one-month notice in most EU countries. Cancel in writing (email is fine), keep the proof, and stop the direct debit if they keep charging. MCCAA — Uffiċċju għall-Affarijiet tal-Konsumatur (2395 2000) is the consumer body for Malta and takes complaints about subscription traps; for a company in another EU country, Ċentru Ewropew tal-Konsumatur Malta (ECC Malta) (2122 1901) helps free of charge. The last step is Tribunal għal Talbiet tal-Konsumaturi (mccaa.org.mt).

Call firstMCCAA — Uffiċċju għall-Affarijiet tal-Konsumatur

Report toĊentru Ewropew tal-Konsumatur Malta (ECC Malta)

If that failsTribunal għal Talbiet tal-Konsumaturi

🗣️ What to say

"I cancel my subscription [number] with effect from the earliest possible date. Please confirm the end date in writing within 14 days. I do not consent to any further charges after that date."

🪜 Step by step

Cancel in writing, datedEmail to the address in the terms, or the online cancel button. Screenshot the confirmation. Phone-only cancellation is not allowed for consumers.
Know the termAfter the initial period, the contract is month to month with one month's notice in most countries. A tacit renewal for another year is not valid unless you were clearly warned.
Stop the moneyRevoke the direct debit or card mandate at your bank. Charges after a valid cancellation can be reclaimed.
Complain to MCCAA — Uffiċċju għall-Affarijiet tal-KonsumaturAttach the cancellation and the charges. Repeated complaints about the same company trigger enforcement.
Cross-border or stubborn: Ċentru Ewropew tal-Konsumatur Malta (ECC Malta), then Tribunal għal Talbiet tal-KonsumaturiECC for companies elsewhere in the EU; the dispute body if the company simply refuses.

📇 All contacts

MCCAA — Uffiċċju għall-Affarijiet tal-KonsumaturAdvice, mediation, enforcement against tradersWhen the shop refuses📞 2395 2000 🔗 mccaa.org.mt/Section/Content?contentId=1102

Ċentru Ewropew tal-Konsumatur Malta (ECC Malta)Free help with sellers in other EU countriesSeller in another EU country, Norway or Iceland📞 2122 1901 🔗 eccnetmalta.gov.mt

Tribunal għal Talbiet tal-KonsumaturiDecides claims up to €5,000; free for the consumerAfter a written complaint without a solution🔗 mccaa.org.mt/Section/Content?contentId=1148

Tribunal għal Talbiet ŻgħarClaims up to €5,000 without a lawyerLast step, with a clear claim🔗 justice.gov.mt/en/justice/Pages/Small-Claims-Tribunal.aspx

❓ Frequently asked

They say I must call to cancel

For a contract signed online, no. Write instead and say the online route was unavailable.

I cancelled but they keep charging

Reclaim the amounts through your bank (unauthorised direct debits can be reversed) and send the company a final demand.

Gym, dating app, streaming — same rules?

Same EU rules, with national details on notice periods. Gyms are the classic case; the one-month rule applies after the first term.

📎 Sources

Last checked: 2026-09-26

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