# Cancel Your Happeo Subscription This article explains how to cancel your Happeo subscription. The cancellation process depends on whether you are a self-served customer or managed by our Customer Success team. - **Self-served customers:** Cancel directly through the **Billing section in Happeo**. - **Customers managed by our Customer Success (CS) team:** Contact your **Customer Success Manager (CSM)** to request cancellation. ⚠️ **Important:** If you are unsure whether you are self-served or managed by our CS team, check if you have access to **Admin Settings** > **Billing**. If you do, you are a self-served customer. If you don’t, contact your CSM for more information or assistance. --- ## For self-served customers As a self-served customer, you manage your own subscription directly in **Happeo’s Admin Settings**. ### Steps to cancel 1. Log in to Happeo as an **Admin**. 2. Click your **avatar** in the top-right corner and go to **Admin Settings** > **Billing**. 3. Click **Open billing portal** and select your subscription (Starter, Growth, Enterprise). 4. Select **Cancel Subscription**. 5. Provide reason for cancellation (optional) and **confirm cancellation**. --- ## For customers managed by our CS team If you are **managed by our CS team**, you **do not have access** to cancel your subscription directly. Instead, please contact your **CSM**. They will process the cancellation on your behalf and confirm once it is complete. --- ## What happens after cancellation? - For **self-serve customers**, access to the platform for regular users is removed when the subscription is canceled. The cancellations happens at the end of the current billing cycle. - For **customers managed by our CS team**, access continues until the end of the contract term. If early termination is requested, both parties must sign an agreement outlining the terms — either an exit fee or a specified final access date. - If you change your mind, you may reach out to our [Support team](https://help.happeo.com/hc/en-us/requests/new) or your CSM to discuss reactivation options. --- ## FAQ ### Billing & payments #### How long is a billing period? For **self-serve customers**, it can be monthly or annual. For **customers managed by our CS team**, billing periods vary depending on what was agreed with the customer. We have monthly, quarterly, semi-annual and annual billing periods. #### Does Happeo offer prorated refunds? We generally **do not offer prorated refunds**. However, in rare and exceptional circumstances, a prorated refund may be considered for self-serve customers — subject to internal review and approval. If approved, the refund will apply only to the unused portion of the service that has already been paid. For **customers managed by our CS team**, prorated refunds are not available. Their contracts require at least 60 days’ notice prior to renewal if they choose not to continue their subscription. If you believe your situation qualifies for a prorated refund, please contact our [**Support team**](https://help.happeo.com/hc/en-us/requests/new) (for self-serve customers) or your **CSM** (for customers managed by our CS team). --- ### Cancellation options #### Can I downgrade instead of cancelling? Yes. **Self-serve customers** can change their package in **Admin Settings** > **Billing**. The change will take effect at the start of the **next billing cycle**. **Customers managed by our CS team** should contact their **CSM** to make changes. #### Can I cancel specific seats/users instead of the whole subscription? Yes. If your organization no longer needs the same number of seats, you can reduce them without cancelling your entire subscription. This ensures you only pay for the users who actively need access. For detailed guidance on how seats work and how to adjust them, see our article: [Seats Overview](https://help.happeo.com/hc/en-us/articles/30997063000849-Seats-Overview). #### Can I cancel and restart later? Yes, but you’ll need to **set up a new subscription** if you restart. Previously managed and self-serve customers must go through their previous CSM or [Support](https://help.happeo.com/hc/en-us/requests/new) to initiate a new contract. #### Can I pause my subscription instead of cancelling? **Subscriptions cannot be paused**. For rare exceptions, contact [Support](https://help.happeo.com/hc/en-us/requests/new) or your CSM. All requests are subject to internal review and approval. #### Can I schedule a cancellation for a future date? Yes — cancellations can be scheduled in advance for both self-serve customers and customers managed by our CS team. - **Self-serve customers**: You can request cancellation for a specific date by contacting the [Support team](https://help.happeo.com/hc/en-us/requests/new). - **Customers managed by our CS team**: You can notify us in advance if you do not intend to renew at the end of your contract. If you wish to end your subscription earlier, please contact your CSM. This will initiate an early termination agreement, which must be signed by both parties and will outline the agreed terms. --- ### After cancellation #### Will I still have access to Happeo after I cancel? Yes. After cancellation, only the **super admin** (the person who originally signed up for your Happeo organization) will retain access for **up to 180 days**. If the super admin leaves the organization, contact our [**Support team**](https://help.happeo.com/hc/en-us/requests/new) for assistance. #### What happens to my intranet content when I cancel? After cancellation, your intranet content (including billing history, pages, channels, posts, etc.) will remain accessible for 180 days by the super admin. After that period, it will be permanently deleted.