# Cancel a Subscription

> How to cancel your Avox plan, the Yearly early-cancellation fee, when the plan stops, and what happens to your numbers and data.

Source: https://docs.theavoxai.com/billing/cancel

Cancelling stops all future charges. Your plan **keeps working until the end of the period you've
already paid for**, then your WhatsApp numbers pause until a plan is active again. Nothing is deleted.

Only an **Admin** of your billing Switchboard can cancel (see [Members and roles](https://docs.theavoxai.com/switchboard/members)).

## At a glance

| Billing option | Fee to cancel | When the plan stops |
| --- | --- | --- |
| Monthly | None | End of the month already paid for |
| Yearly, fewer than 12 payments made | **$8 (USD)**, paid through PayPal in the cancel dialog | End of the month already paid for |
| Yearly, all 12 payments made | None | End of the month already paid for |
| One-time (a year upfront) | None - nothing to cancel in PayPal | End of the paid year. To end it early or ask for a refund, use **Request help / refund** |

## Cancelling

**1. Step 1**

Manage subscription">
   Your plan's card shows its price, **Paid via**, **Next billing date**, and (for Yearly) how many
   **Installments** are paid.

**2. Click Cancel subscription**

The **Cancel your subscription?** dialog opens.

**3. Confirm**

With no fee owed, the dialog says "You won't be charged again", that your plan and connections keep
working until the end of the period you've already paid for (with the date), and that your
Switchboards keep whatever data they already have. Click **Cancel subscription** to confirm, or
**Keep my plan** to back out. If a fee is owed, see
[The early-cancellation fee](#the-early-cancellation-fee).

You see "Subscription cancelled - You won't be charged again. Everything keeps working until" the end
date, "then your connections stop." You're taken back to **Billing**.

## What happens next

- **Right away** - PayPal stops all future charges. Your plan card shows **Cancels on** followed by the
  end date, and Manage subscription says "Your plan is cancelled - you won't be charged again. Everything
  keeps working until" that date. Its **Change plan** button now reads **Choose a new plan**. You get a
  dashboard notice (for example "Growth is cancelled - it stays on until" the end date) and a
  **Cancellation confirmed** email (including the fee, if you paid one, and the last day the plan
  works).
- **Until the end date** - everything keeps working: sending, automations, the Inbox, all of it.
- **On the end date** - the plan ends and every connection on your Switchboards pauses: no sending, no
  calls to Meta, no automations. Each Admin gets a **Subscription canceled** email.
- **Your data stays** - contacts, conversations, templates, Flows, automations, and settings are kept.
  Deleting data is a separate step - see [Data deletion](https://docs.theavoxai.com/data-deletion).

If nothing paid is left on the plan when you cancel, it ends immediately and your numbers pause at once.

## Inside the money-back guarantee

Within 15 days of your plan's first payment, the cancel dialog shows which day of the
guarantee you're on and puts **Cancel and request my money back** first. It opens a **Billing** support
ticket (with your plan and payment filled in) instead of cancelling straight away. The Avox team then
refunds your first payment and cancels the plan together, with **no early-cancellation fee**, and you get
a **Refund issued** email. Until they do, your plan keeps working. Below that option you can still cancel
now without a refund.

## The early-cancellation fee

A **Yearly** plan is a 12-month commitment billed monthly. If you cancel before all 12 payments are
made, there's a flat **$8 (USD)** early-cancellation fee. You pay it through PayPal when you confirm the
cancellation, and the cancellation only goes through once that payment succeeds:

**1. Read the dialog**

It says "This plan is on a Yearly commitment", how many of the 12 installments are paid, that
cancelling before it's fulfilled has a flat $8 early-cancellation fee charged via PayPal, and that
your plan and connections keep working until the end of the period you've paid for.

**2. Pay the fee with PayPal**

Click PayPal's **Pay** button in the dialog and approve the fee payment. (If PayPal isn't allowed to
load yet, click **Allow PayPal to load and continue** first.)

**3. The cancellation finishes**

Once PayPal confirms the fee, the cancellation goes through on its own. The confirmation adds that the
early-cancellation fee was charged, with its amount. The fee appears in your payment history as
"Early-cancellation fee", with its own invoice.

- The fee is **never charged twice**. If PayPal takes the fee but then refuses the cancellation itself,
  you can try again - Avox sees the fee is already paid ("Your early-cancellation fee is already paid -
  finishing the cancellation") and only finishes the cancellation.
- A Yearly plan that has made all 12 payments carries on month to month at the same price, and cancels
  with no fee.
- One-time and Monthly plans never have a fee.
- If the fee changes while you're cancelling, you pay the amount the dialog showed when you started.
- The fee isn't covered by the money-back guarantee - but inside the guarantee you don't need to pay it: see
  [Inside the money-back guarantee](#inside-the-money-back-guarantee).
- Want to change plans instead of leaving? Click **Request help** in the dialog before paying, and Support
  replies with your options.

## If something goes wrong

Problems show as a **Couldn't cancel your subscription** message with one of these explanations:

| Message | What it means |
| --- | --- |
| "PayPal couldn't cancel your subscription right now. Nothing has changed - please try again." | PayPal refused. You're still subscribed and nothing was charged twice. Try again. |
| "Part of your cancellation went through, but PayPal refused to cancel one subscription. Please try again - nothing is charged twice." | Try again to finish it. |
| "PayPal is still clearing the fee - your cancellation will finish once it does. Our team has been told." | The fee payment is pending at PayPal. |
| "PayPal didn't confirm the cancellation fee" | The fee wasn't taken. Try again with a different payment method in PayPal. |
| "Could not confirm the cancellation fee with PayPal - please try again" | Avox couldn't reach PayPal for a moment. Try again - the fee is never taken twice. |
| "Only a Switchboard Admin can manage billing. Ask an Admin to make this change." | You aren't an Admin of your billing Switchboard. |
| "No active subscription to cancel" | There's no live plan on your billing Switchboard. |
| "The early-cancellation fee is now ... Please check it and try again." | The fee changed since you opened the page. The dialog now shows the new amount; nothing was charged. |

If the fee charge can't start, you see **Couldn't start the cancellation fee charge** - close the
dialog and try again. If your plan was already set to end, cancelling again just confirms it: "Your plan
is already cancelled."

## Changed your mind?

- **Before the end date** - your plan is still running. Click **Choose a new plan** in Manage
  subscription (or go to [Change plan](https://docs.theavoxai.com/billing/change-plan)): the page says "Your current plan is
  cancelled - picking a plan starts a new checkout that replaces it straight away." The cards read
  **Subscribe again** (your current plan) and **Subscribe to** another plan.
- **After the end date** - the Billing page shows a **Your plan has ended** alert ("Your connections
  are paused and your data is safe. Renew to pick up where you left off.") with a **Renew plan** button
  that opens checkout for the same plan, and **Your plan** says "Subscribe to a plan to create a
  Switchboard and start using connections" with **View plans**. Renew or buy a plan and your numbers
  switch back on as soon as it's paid.

## One-time plans

A One-time plan covers one year and never renews. Each Admin gets a **Plan ending soon** email 7 days
before it ends and again 1 day before, then a **Plan ended** email when it does - at which point your
numbers pause until you pick a new plan. There's nothing to cancel in PayPal, so **Cancel subscription**
on a One-time plan explains that and offers **Request help / refund**: send a request if you want to end
it early, change it, or ask about a refund.

## Refunds

Cancelling doesn't refund anything by itself, and automation credits aren't refunded when you cancel
part-way through a period. The 15-day money-back guarantee on a plan's first payment is
explained on [Billing](https://docs.theavoxai.com/billing#refunds); a plan refunded under it is cancelled at the same time so you
aren't charged again. For any other refund, plan change or cancellation problem, use **Request help /
refund** in Manage subscription.