The steps to cancel, how to undo a cancellation, exactly what changes at period end, how refunds and the right of withdrawal work, and how cancelling differs from deleting your account.
You have decided to leave the paid plan and you are wondering whether your data gets deleted, whether the days you paid for are burned, and whether you get your money back. Cancelling does not shorten the period you paid for and does not delete any of your data: it only stops renewal. This guide covers every stage of a cancellation and what follows.
What to know before you cancel
Three facts take the anxiety out of cancelling:
The period you paid for runs to its end. The cancellation applies at period end, not immediately. Until that day every allowance of your plan is intact.
No data is deleted. Connected accounts, contacts, tags, custom fields, automations, the media library and conversations all stay. Your portfolios are not deleted either.
Coming back is one tap. Before the period ends, the Undo cancellation button keeps the subscription running.
After a cancellation your plan drops to the free plan; to see which features will close beforehand, read the quota and feature section of Upgrading and downgrading your plan.
Cancelling the subscription
Open My user settings › Plan and invoices › Plan.
Scroll the Your plan block to its end.
Tap Cancel subscription.
Read the confirmation the panel asks for: "Your subscription will end on {date} and you will move to the free plan. Your data is not deleted. Are you sure?"
Confirm. The screen reads "Your subscription will end at the end of the period."
After cancelling, a yellow box joins the Your plan block: "Your subscription ends on {date} and you will move to the free plan." The next payment row is replaced by Ends on. You also receive a "plan cancelled" email.
You can cancel while your payment is overdue too; the confirmation then reads "Your overdue subscription will end shortly and you will move to the free plan."
There is a second route to the same outcome: the Switch at period end button on the free plan's card in the Plans block also ends the subscription at period end. Its confirmation says so explicitly.
⚠️ Note: If a subscription was set up in your name at the payment provider, it is closed immediately when you cancel. If the provider cannot be reached, the panel says "The subscription at the payment provider could not be closed; try again shortly." That is a safeguard: the cancellation is not completed until the provider's side is closed, so a cancelled subscription can never be charged again.
Cancelling also drops your pending renewal orders; no payment is requested at period end.
Undoing a cancellation
If you change your mind before the period ends:
Open the Plan tab.
Tap Undo cancellation beside the yellow box in the Your plan block.
The screen reads "Your subscription continues."
From then on the subscription returns to its normal schedule: a renewal order is opened at period end and payment is taken according to your chosen method. Because the subscription at the provider was closed on cancellation it is not reopened; the new period renews with your stored card or a payment link.
Once the period has ended, the Undo cancellation button no longer appears. At that point you buy the plan again.
What happens at period end
When the period end date arrives, the subscription ends and:
Your plan becomes the free plan; the period, renewal date and billing period details are cleared.
The free plan's quotas apply. Existing usage is preserved; only new additions are refused.
Features the free plan does not cover are locked. Automation runs that reach those steps stop, and your flows are not deleted.
Your stored card key is deleted and the subscription at the provider stays closed.
Any running discount code is removed from your subscription.
You receive a "paid plan ended" email.
If you hold extra credits they are not deleted; they wait in your pool. But if the free plan does not cover AI you cannot spend them; they become usable again when you buy a plan.
Refunds and the right of withdrawal
There is no button in the panel that creates a refund request. Refunded exists among the order statuses; when a refund is made, the order's status changes to that badge and the record appears on the order page.
The box you had to tick on the checkout screen said: "I want the service to start immediately and understand that my right of withdrawal ends once it starts." Because the service is started immediately at your request, the right of withdrawal does not apply after the purchase. The text of that consent is kept under Accepted agreements on your order page and on My user settings › My agreements; the detailed conditions are in the distance sales agreement.
If you have a refund request, write to our Support team with the order number. If you simply want to walk away from an unpaid order, no refund is needed: cancelling the order is enough, which is a separate action covered in Order detail.
Cancelling versus deleting your account
These two get mixed up, yet their consequences are very different.
Cancelling a subscription only stops the payments. Your account, portfolios, team and all your data remain; you carry on with the free plan.
Deleting your user account (My user settings › Delete my user account) schedules the permanent deletion of your data. The moment it is scheduled, renewal is also stopped, pending orders are cancelled and billing emails stop.
If you cancel the account deletion, the stopped renewal is turned back on; if the period or the grace period is still running, the subscription picks up where it left off.
If your goal is only to cut costs, you do not need to delete the account: moving to a lower plan, or cancelling and continuing on the free plan, is enough.
Limits
You cannot cancel if the next period is already paid. The panel says "This plan change is not possible right now"; the paid period is used and the cancellation applies after it.
Cancelling does not shorten the period. The value of your remaining days is not refunded, but the days are not burned either.
No cancel button appears during a trial. Your trial ends by itself unless you buy something.
You cannot cancel the subscription of a portfolio whose team you are on. You manage your own plan only.
Cancellation is not possible in a "view as user" session.
Cancelling does not shut down your portfolios or connected accounts. Account connections keep working; only the features the free plan does not cover are locked.
If something is not as you expected after cancelling, contact our Support team.