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
Export important data before canceling. Some data may be deleted based on retention policies.
What to export:
- Go to Analytics → Export
- Download all analytics data
- Export session recordings (if applicable)
- Save any reports or insights
How to Cancel
Self-Service Cancellation
Go to Billing Settings
Navigate to Settings → Billing.
Click Cancel Subscription
Find "Cancel Subscription" at the bottom of the page.
Select Reason
Tell us why you're leaving (optional but helpful).
Review Impact
See what happens to your account and data.
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 |
|---|---|
| Basic analytics | ✓ Kept |
| Live view | ✓ Kept |
| 3D Globe | ✓ Kept |
| Session replay | ✗ Lost |
| Heatmaps | ✗ Lost |
| AI insights | ✗ Lost |
| Goals/funnels | ✗ Lost |
| API access | ✗ Lost |
Data Retention
After moving to Free:
| Data Type | Retention |
|---|---|
| Analytics | 1 year |
| Sessions | Deleted |
| Heatmaps | Deleted |
| Goals | Deleted |
| Account info | Kept |
Data beyond Free plan retention is deleted within 30 days of cancellation.
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:
- Contact support
- Explain situation
- Refund considered case-by-case
After 30 days:
- Generally no refunds
- Credit toward future use possible
- Contact support to discuss
Enterprise Cancellation
Enterprise PlanEnterprise contracts have specific terms:
Contract Terms
- Review your agreement
- Note cancellation notice period
- Typically 30-90 days notice required
- May have minimum commitment
Process
- Contact your account manager
- Provide written notice
- Discuss transition plan
- Arrange data export
- 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:
- Go to Settings → Billing
- Click "Upgrade"
- Select plan
- Add payment method
- 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
Data deleted due to retention limits cannot be recovered. Only active data at time of upgrade is available.
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:
-
Downgrade to Free
- No cost
- Basic features
- Limited data retention
-
Remove Tracking Code
- Stop new data collection
- Keep existing account
- Resume when ready
-
Archive Websites
- Deactivate tracking
- Preserve configuration
- Reactivate later
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 support@zenovay.com
Next Steps
- Downgrade instead - keep some features
- Export your data - save important info
- Delete account permanently - if needed