Can clubs make save offers or ask for feedback when a member leaves?

TL;DR

Traders can make retention offers and ask for feedback when a consumer leaves, as long as they don't prolong the exit, discourage the consumer from finishing it, or make feedback compulsory.

What does “Offers and feedback requests” mean?

The draft guidance says offers should not prolong the exit process or discourage the consumer from seeing it through. Feedback must be optional: it can be offered during exit or requested afterwards. Feedback surveys and marketing can also be included in the end of contract notice, provided the required information is more prominent.

How does it relate to football membership?

A well-judged save offer, such as moving to a cheaper tier, pausing benefits or a discount on the next season, can keep fans who would otherwise lapse. Under the new rules, it should appear as a single, skippable step, with the "end my membership" option always visible.

How Limio helps

Limio lets clubs show targeted save offers in the cancellation journey while keeping a clear, one-click route to finish leaving.

This is a plain-English summary of the subscription rules in Part 4, Chapter 2 of the DMCCA and the draft Consumer Subscription Contracts (Cancellation and Information) Regulations 2026, based on the draft government guidance published in October 2026. The regulations are still subject to parliamentary approval. It is not legal advice.

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