Service Plan cancellations

Below you’ll find further information on our Service Plan cancellation process. Please check the Terms and Conditions of your agreement, as cancellation terms may vary.

Do I have to cancel my plan if I’m buying a new car?

Not always – you can transfer your service plan balance to a new agreement free of charge*. For more information, please do not hesitate to give us a call on 0330 099 6826 if you’re taking out a new service plan with the same dealership and one of our advisors will be more than happy to help. *conditions apply

Who can cancel a service plan?

Due to data security, we can process a request from the plan-holding dealership, the named policy holder, or an authorised person only.

We require confirmation in writing from either one of the above before we can process the cancellation. This can be submitted by email to cancel@emac.co.uk or in writing to EMaC House, Southmere Court, Crewe Business Park, Crewe, Cheshire, CW1 6GU.

If you would like to arrange for an additional person to discuss your service plan on your behalf, please contact us on 0330 099 6826 and one of our advisors will be more than happy to help.

What do I include in my cancellation request?

If you haven’t already, please provide us with your service plan number or Agreement Reference, your vehicle registration, full name and current postal address.

If you can also provide us with a brief sentence regarding the reason for your cancellation request, this may assist in helping us process the information quicker.

What do I do if the policy holder is unable to submit a request to cancel?

If, for any reason, the policy holder cannot request the cancellation of the plan, we require documentation displaying proof of Power of Attorney. We ask that a photocopy is attached by response, rather than any certified copies. We do not accept liability of postal loss if you opt to send original documentation.

If this is not possible, please contact the dealership you purchased the policy from, as they are authorised to submit the request on the policy holders behalf.

What do I do if the policy holder has passed away?

Under these circumstances, we are very sorry for your loss and would like to offer our condolences at this difficult time.

In order for us to process the cancellation request, if you have not done so already, we require a copy of the death certificate & confirmation of the executor of the will for the named plan holder. We request that a photocopy is attached by response, rather than any certified copies. We do not accept liability of postal loss if you opt to send over original documentation.

Please also provide details of whom any refund via cheque should be made out to, along with a forwarding address.

Please attach the document at your earliest convenience and if you have any other queries regarding this matter, please do not hesitate to contact us directly on 0330 099 6826.

Do I need to cancel my Direct Debit Instruction with the bank?

If you have requested cancellation of your service plan in writing, we will take steps to prevent any further Direct Debits from being collected. As long as we have not already submitted a Direct Debit request, we will place the policy on hold until we process the cancellation completely. We will send an instruction to the bank to stop any future Direct Debit collections.

However, for peace of mind, please feel free to cancel the Direct Debit instruction directly with your bank. However this will not prevent EMaC from refunding via direct credit to the bank account when the refund process is complete (where applicable).

How will I get my refund?

When the cancellation is complete, any refund due will be returned as a direct credit to the bank account we hold on file from your Direct Debit instruction for you.

If you paid the plan in full at the time you took out the service plan, please can you contact EMaC on 0330 099 6826 where we can add the account number and sort code of the account you would like the refund sent to. If you do not supply this information we will return any refund applicable via cheque to the address we hold on file.

Will I be charged a fee to cancel my plan?

With regards to the cancellation of any service plan with EMaC, a cancellation fee applies after the ‘cooling off’ period stated within your terms and conditions given to you at the point of sale.

“Cancellation Fee” means the sum paid by the Customer to the Dealer in respect of costs incurred in the event of early termination of the Contract. The Cancellation Fee is subject to VAT at the standard rate in effect at the date of cancellation.