18/12/2025
My Experience With Trustpilot – Billing Dispute & Lack of Clear Consent
I’m leaving this review to document my recent experience with Trustpilot regarding what I believe is an unfair contract renewal process and an invoice issued for a contract I never agreed to.
Background
My business originally signed a Trustpilot subscription in 2023 for a 12-month term at a reasonable price. That 2023 contract is the only signed contract that Trustpilot has ever provided.
For the following year (2024–25), Trustpilot generated a new contract document showing a price of £599 per month, but it was never signed or accepted by me. It was simply an internal Trustpilot PDF with only their own signature block completed. I was never shown this document at the time, nor asked to approve it.
Price Shock & Negotiations
In late 2025, Trustpilot emailed to say my subscription was “renewing” at £718 per month. This was the first time I became aware of the large price increase.
I was shocked to realise the subscription had risen from a few thousand pounds per year to almost £8,000 per year, and I made it clear I could not continue at those prices.
From there, Trustpilot repeatedly offered me numerous different prices:
• £718/m
• £599/m
• £449/m
• £400/m
• £389/m
• £299/m
• £289/m
• £259/m
The fact that so many different prices were presented made it clear that no agreed contract existed and the renewal was being negotiated, not pre-agreed.
My Clear Written Position
Between 21–28 November 2025, I repeatedly stated in writing that:
• I did not agree to the renewal price
• I could not afford the fees
• I wanted to move back to the free plan
• I requested proof of any signed renewal contract
• At no point did I ever accept any renewal pricing.
The Core Issue: No Signed or Accepted Contract
Trustpilot has been unable to provide:
• A signed 2024–25 contract
• Any record of acceptance
• Any proof that I agreed to automatic renewal at £599 per month
Despite this, they have insisted that I was automatically bound into another 12-month contract for 2025–26, even though the contract they are “renewing” was never agreed in the first place.
Invoice Issued for a Contract I Never Accepted
On top of this, Trustpilot’s accounting system issued an invoice for £2,156.40 (a quarterly payment for the alleged renewal) and stated that payment would be taken automatically unless I intervened.
This was issued while the dispute was ongoing and unresolved, and despite my repeated written confirmation that I do not consent to any renewal.
Why I’m Posting This Review
I feel it’s important for other small businesses to be aware of:
• How unclear and non-transparent renewal terms can become
• How easy it is to be pushed into very expensive pricing without clear consent
• How difficult it has been to get Trustpilot to acknowledge that a contract must be agreed by both parties
I hope Trustpilot improve their renewal and consent processes so other small businesses do not find themselves in similar situations.
At present, I cannot recommend Trustpilot based on this experience and the way this dispute has been handled.
