Canceling Your Subscription

If you need to cancel your Zenovay subscription, this guide explains the process, timing, and what to expect.

Before You Cancel

Consider Alternatives

Before canceling, you might consider:

Alternative	Benefit
Downgrade to Free	Keep basic analytics at no cost
Pause tracking	Stop events but keep account
Reduce websites	Lower usage, stay on current plan
Contact support	Discuss options or issues

Export Your Data

What to export:

1. Open a website's dashboard and use the export options in the analytics views (CSV/scheduled exports are available on paid plans).
2. Grab your personal account data anytime from Settings → Account (the "Export my data" option is free on every plan).
3. Save any session recordings, heatmaps, or insights you want to keep before they're removed.

How to Cancel

Self-Service Cancellation

Billing is managed by the workspace owner, so you'll need to be the team owner to cancel.

1. 1

   Go to Billing Settings

   Navigate to Settings → Billing.

2. 2

   Click Cancel Subscription

   Find "Cancel Subscription" at the bottom of the page.

3. 3

   Select Reason

   Tell us why you're leaving (optional but helpful).

4. 4

   Review Impact

   See what happens to your account and data.

5. 5

   Confirm Cancellation

   Click "Confirm Cancellation" to proceed.

What You'll See

During cancellation, you'll see:

• End date of your current subscription
• Features you'll lose
• Data retention timeline
• Option to downgrade instead

Cancellation Timing

When It Takes Effect

Cancellation works like downgrading:

• You keep current plan until end of billing cycle
• No prorated refunds for unused time
• Access continues until cycle ends
• Auto-renewal is stopped

Example Timeline

Current: Pro plan, renews February 15 Cancel: On January 20 Result:

• Pro access until February 14
• Free plan starts February 15
• No February charge

Immediate vs. End of Cycle

Type	Effect	Refund
End of Cycle (default)	Access until cycle ends	None
Immediate	Access ends now	Contact support

What Happens After Cancellation

Account Status

Your account isn't deleted:

• Reverts to Free plan
• Basic features remain
• Data within free limits kept
• Can reactivate anytime

Feature Access

Feature	After Cancellation
Core analytics	✓ Kept
3D Globe	✓ Kept
Live View	✗ Lost (Pro feature)
Session replay	✗ Lost
Heatmaps	✗ Lost
AI insights	✗ Lost
Goals/funnels	✗ Lost
REST API access	✗ Lost

Data Retention

After moving to Free:

Data Type	Retention
Analytics	1 year
Sessions	Deleted
Heatmaps	Deleted
Goals	Deleted
Account info	Kept

Canceling Annual Plans

Mid-Year Cancellation

For annual subscriptions:

• No automatic refund
• Contact support for options
• May receive partial credit
• Depends on circumstances

Requesting Refund

If within first 30 days:

1. Contact support
2. Explain situation
3. Refund considered case-by-case

After 30 days:

• Generally no refunds
• Credit toward future use possible
• Contact support to discuss

Enterprise Cancellation

Enterprise Plan

Enterprise contracts have specific terms:

Contract Terms

• Review your agreement
• Note cancellation notice period
• Typically 30-90 days notice required
• May have minimum commitment

Process

1. Contact your account manager
2. Provide written notice
3. Discuss transition plan
4. Arrange data export
5. Complete offboarding

Data Handling

Enterprise cancellation includes:

• Full data export assistance
• Extended retention if needed
• Compliance documentation
• Transition support

Reactivating After Cancellation

Returning to Paid Plan

You can reactivate anytime:

1. Go to Settings → Billing
2. Click "Upgrade" (or reactivate if your subscription hasn't expired yet)
3. Select a plan
4. Add a payment method
5. Features restore immediately

What's Preserved

Kept	Lost
Account settings	Data beyond retention
Team members	Session recordings
Website configs	Historical heatmaps
Login credentials	Old AI insights

Data Recovery

Canceling vs. Deleting

Canceling Subscription

• Account stays active
• Free plan access
• Data within limits kept
• Can upgrade later

Deleting Account

• Account permanently removed
• All data deleted
• Cannot be recovered
• Must create new account

See Deleting Your Account for permanent deletion.

Pause Options

Temporary Break

If you need a temporary break:

1. Downgrade to Free

   • No cost
   • Basic features
   • Limited data retention

2. Remove Tracking Code

   • Stop new data collection
   • Keep existing account
   • Resume when ready

3. Remove a Website

   • Open the Domains page, then use a website's menu and choose Remove domain to stop its tracking
   • Add it again later when you're ready to resume

Cancellation Reasons

Common Issues We Can Help With

Issue	Solution
Too expensive	Downgrade options, annual discount
Not using features	Right-size your plan
Technical problems	Contact support
Missing features	Share feedback, see roadmap
Poor performance	Troubleshoot with support

Before You Go

We'd love to help if possible:

• Contact Support
• Share what would make you stay
• Get help with any issues

FAQ

Will I be charged after canceling?

No, auto-renewal stops immediately. You won't be charged again.

Can I cancel anytime?

Yes, there's no long-term commitment on monthly plans.

What if I change my mind?

Cancel the cancellation before it takes effect, or upgrade again anytime.

Do I get a refund?

Monthly plans: No prorated refunds. Annual plans: Contact support within 30 days.

Is my data safe after canceling?

Data within Free plan limits is kept. Data beyond limits is deleted after 30 days.

Can I export everything first?

Yes, export all data before cancellation takes effect.

Getting Help

Billing Issues

If canceling due to billing problems:

• Wrong charges
• Payment failures
• Billing disputes

Contact support before canceling - we can help.

Feedback

We value your feedback:

• What didn't meet expectations?
• What would you change?
• Would you recommend us?

Share at [email protected]

Next Steps

• Downgrade instead - keep some features
• Export your data - save important info
• Delete account permanently - if needed