Cancelling
Cancellation is two clicks from billing. What stops when you confirm, what is kept, and how to take a final export first.
Cancelling ends your subscription and stops your services. It is two clicks from billing, with no retention flow, no offer you have to decline and no support conversation required.
Take a final export first. The offer stands until the data is deleted, but taking it while you are already there is one less thing to remember.
Cancel
- Open Billing.
- Press Cancel subscription.
- Type the organisation's name to confirm.
- Press Cancel subscription in the dialog.
That is a deliberate design constraint, written down and tested: cancellation must be reachable in two clicks from billing. A cancellation path buried three screens deep is a dark pattern, and we would rather lose the customer than keep them that way.
Take the export first
- Open Import and export.
- Pick the service under Service to export.
- Press Request an export.
We run pg_dump --format=custom against the service and email you when the file is ready. The
download link is valid for 24 hours. See exporting.
You can also take your own at any time, with no involvement from us:
pg_dump --format=custom --file=final.dump "postgresql://..."A pg_dump you turn out not to need costs you an afternoon of disk space. A restore you cannot
perform costs considerably more.
What happens when you confirm
Your services stop when you confirm, and their endpoints stop answering. They do not run on to the end of the billing period.
| What | What happens to it |
|---|---|
| Your services | Stop when you confirm. Endpoints stop answering |
| Your data | Kept, not deleted, until the published deletion date |
| A final export | Available right up to deletion, in this state and every other |
| Your backups | Persist until their retention period expires |
| Invoices and account | Kept. Tax law requires the invoices |
| Other organisations | Untouched. Cancelling one does not affect another you belong to |
The deletion date is shown on the billing screen once you have confirmed.
What you will see
Before you confirm, the dialog lists what is destroyed and what survives, and asks you to type the organisation name. After you confirm, the billing screen reads Cancellation scheduled. and names the date. Export stays available until the data is deleted.
What persists, and for how long
Deleted data persists in backups until its retention window expires. That is a property of backups rather than a policy of ours, and it is stated in deleting data and what stays in backups.
Account and invoice records are kept for the periods set out in the Privacy Policy, because tax law requires it.
Troubleshooting
You cancelled and need the data. A final export is available right up to deletion. Open Import and export and request one.
Your application went down immediately. That is what cancelling does: services stop on confirm. Nothing runs on to the end of the period.
The Cancel subscription button is disabled. The subscription is already cancelled. Export stays available until the data is deleted.
You cannot cancel. Billing is visible to owners, administrators and members with the billing role, but cancelling needs the subscription capability, which only an owner and the billing role hold. An administrator can see billing and cannot cancel.