Cancellation¶

Two ways to cancel a subscription, plus an option to refund the last payment as part of the cancellation. If you change your mind before an end-of-period cancellation actually lands, you can resume the subscription and keep it going.

Choose how the cancellation lands¶

When you cancel, the platform gives you two options:

End-of-period cancellation is the friendlier option for customer-initiated cancellations — they keep what they've paid for. Immediate cancellation is for cases where access needs to stop right away (refund-and-revoke, terms violation, fraud, etc.).

Step-by-step (host)¶

1. Open the subscription from the Subscriptions dashboard.
2. Click Cancel subscription in the side-peek's action menu.
3. Pick immediate or at period end.
4. (Optional) Choose a refund:
   • None — cancel without refunding anything.
   • Last payment — refund the most recent renewal in full.
   • Prorated — refund the unused portion of the current period.
5. Confirm.

Refund options in detail¶

• None — the subscription ends, no money moves. Use this when the customer has already received the full value of what they paid for (most common for end-of-period cancellation).
• Last payment — refunds the most recent renewal payment in full. Use this when the customer asks to cancel and you want to return the cycle they're currently in. The refund follows the normal refund flow — funds come from your connected payout balance.
• Prorated — refunds the unused portion of the current period based on days remaining. Use this when the customer is cancelling partway through a period and you want to be fair about the remaining days. The refund amount is calculated automatically.

Customer-initiated cancellation¶

Customers on auto-charge subscriptions can cancel themselves through the self-service portal. Customer cancellations always schedule as end-of-period — they keep access through the date they've already paid for, and no refund is issued.

You'll see customer-initiated cancellations on the dashboard as subscriptions with the "cancel at period end" flag set. The subscription stays Active until its period ends.

Manual-collection subscriptions don't have a customer-facing cancellation flow — those customers just stop paying when they're done, or message you to cancel on their behalf.

Resuming a scheduled cancellation¶

If a subscription is scheduled to cancel at period end and you (or the customer) change your mind, you can resume it before it actually ends.

Step-by-step¶

1. Open the subscription from the dashboard. Subscriptions with a pending cancellation show a Cancels on … chip next to the status chip in the side-peek header.
2. Click Don't cancel in the action menu.

The "cancel at period end" flag is cleared. The subscription continues renewing on its normal cadence.

You can't resume a subscription that's already fully canceled (immediate cancel, or end-of-period cancel that's already passed). To restart billing for that customer, create a new subscription.

What cancellation does NOT do¶

• It doesn't delete the subscription. The subscription stays in the dashboard under the Canceled filter for historical reference.
• It doesn't invalidate already-issued tickets. If the customer was issued tickets on past renewals, those tickets remain valid. To invalidate, contact support with the specific ticket records.
• It doesn't refund automatically unless you select a refund option during cancellation. Cancellation and refund are separate decisions.
• It doesn't notify the customer automatically. The customer doesn't get a "your subscription was canceled" email by default. If they need to know, message them out-of-band (or include a refund, which does generate a Stripe refund notification).

Troubleshooting¶