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I’m taking legal and regulatory action against SEMRush for their deceptive cancellation process. Here’s exactly how you can do the same.
Posted by on April 5, 2026 at 8:47 pmYou may have read my post from Friday about SEMRush charging me $211 for Semrush One Starter after I completed what appeared to be a full cancellation on their website. For those who missed it: their cancellation process has a hidden second step. After you cancel on the website, they send a confirmation email you have to click separately to actually finalize it. Miss that email and you're silently re enrolled as a paying customer. When I contacted support immediately, they refused to refund, twice, citing their policy on monthly memberships.
I'm done asking nicely. Here's what I'm doing, and if you've been affected, I'd encourage you to do the same. I've included the direct links and phone numbers for everything so there's no excuse not to file. The more complaints that land on the same desks about the same practice, the harder it becomes for them to treat these as isolated incidents.
1. Chargeback through your bank
Call the number on the back of your card or open a dispute in your banking app. Most banks have a "dispute a charge" option under recent transactions. Tell them: "I attempted to cancel a subscription during the trial period. The company used a deceptive two step cancellation process that prevented the cancellation from completing. I was charged $X for a service I attempted to cancel." Attach screenshots of the cancellation page and any emails with their support team. This is the fastest way to get your money back.
2. File with the Massachusetts Attorney General
SEMRush is headquartered in Boston, MA. Regardless of where you live, you can file against them with the Massachusetts AG.
- File online: https://www.mass.gov/how-to/file-a-consumer-complaint
- Call: 617-727-8400 (Consumer Hotline, Mon-Fri 8am-4pm)
- Walk in: One Ashburton Place, 18th Floor, Boston, MA 02108 (Mon-Fri 9am-5pm)
When filing, list the business as Semrush Inc., 800 Boylston Street, Suite 2475, Boston, MA 02199. Describe the two step cancellation process and the refusal to refund.
3. File with the Boston Office of Consumer Affairs
Separate from the AG. They mediate complaints against businesses operating in Boston and work directly with the AG's office.
- Call: 617-635-3834
- More info: https://www.boston.gov/departments/consumer-affairs
4. Send a Chapter 93A demand letter (Massachusetts residents)
If you live in Massachusetts, this is your strongest tool. Under Chapter 93A, you send a formal letter to the company describing the deceptive practice, the harm, and the refund you're demanding. They have 30 days to respond in good faith. If they don't, you become eligible for double or triple damages plus attorney's fees if you take them to court.
Mail it to: Semrush Inc., 800 Boylston Street, Suite 2475, Boston, MA 02199. Send it certified mail with return receipt so you have proof of delivery. The letter should include: what happened, why it's deceptive, the amount you were charged, and what you want (refund). Keep it factual.
5. File with the FTC
- File online: https://reportfraud.ftc.gov
- Takes about 10 minutes
The FTC uses complaint volume to identify enforcement targets. One complaint won't trigger an investigation, but if 50 people file about the same company and the same practice, that's a pattern they act on.
6. File with the Bureau of Consumer Protection
This is the FTC division that specifically handles deceptive business practices. Filing at reportfraud.ftc.gov routes to them, but you can also contact them directly.
- Online: https://www.ftc.gov/about-ftc/bureaus-offices/bureau-consumer-protection
- Phone: 202-326-2222
7. File with the BBB
Not the most powerful option, but it creates a public record and companies that care about their profile do respond.
- File online: https://www.bbb.org/file-a-complaint
- Search for "Semrush" and file against their Boston listing
8. Reference the Massachusetts Junk Fees Rule in every filing
As of September 2025, Massachusetts requires businesses to allow cancellation through the same channel used to sign up. A process that forces you off the website and into a separate email confirmation arguably violates this directly. Mention this in every complaint you file. It's new, it's specific, and regulators are actively looking for violations.
One complaint is easy to ignore. Dozens hitting the Massachusetts AG, the FTC, the BBB, and their bank's chargeback department at the same time is not. These agencies look for patterns, and every filing adds to that pattern. SEMRush is a publicly traded company. Regulatory scrutiny is the one thing that actually changes behavior.
If you were charged after attempting to cancel, take 30 minutes and file. Screenshot everything. Keep your receipts. And if you're in Massachusetts, that 93A demand letter is your strongest tool.
I'll update this thread as my complaints progress.
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1 Reply
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I keep hearing about SEMRush having this problem and am happy I avoid third party metrics.
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Impressive! This is alot of good information, that can also mirror other states. Good luck!
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A hidden second cancellation step in email after cancelling on-site sounds shady, not transparent. If the subscription can start on the website, cancellation should fully end there too. Anything else starts to look less like process and more like trap.
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Good for you.
I’ve seen this complaint constantly on here.
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