Self-Service Portal - Cancel Subscriptions

You can make cancellation requests also from the self-service portal. 

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Types of cancellation:

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Cancellation within the Early Cancellation Period (Widerrufsfrist in Germany) - You can make a cancellation request for your recently started subscriptions if your subscription is within the Early Cancellation Period. The Early Cancellation Period for {insert company name} is {insert time in days}. 

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To cancel a subscription that is still in the Early Cancellation Period:

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• Under Your Subscriptions > Choose the correct subscription that you'd like to cancel > Click on the text that says CANCEL NOW.

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• You will be taken to your subscription overview window > In the same window under Actions, select a Cancellation type from the given dropdown selection (Normal or Extraordinary cancellation).

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• Based on your selection, under cancellation type, the Cancellation reason will be displayed > Select your desired cancellation reason and move on to the next dropdown selection, that is, Return the product.

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• Decide whether you'd like to return the product immediately or after a minimum duration. 

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Option 1: immediately

• If you choose "immediately " as an option to return the product you will receive a confirmation email from our side to confirm the cancellation request.
• The status of the subscription will be changed to "cancelled".
• Additionally you will get an email from our side on how to return the product.
• Kindly return the product as per the information mentioned in the email.
• Once you've returned the product, we will refund your payment.

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Option 2: After minimum duration

• If you choose "after minimum duration" as an option to return the product, you can continue using the product until the minimum subscription period is over.
• The status of the subscription will be displayed as "cancellation requested" and the end date of the subscription will be displayed.
• You will receive a confirmation email from our side to confirm the cancellation request.
• When the subscription end date is approaching you will get the "subscription almost over" email.
• When the end date has arrived that is the minimum subscription duration is over, you will receive an email containing the return instructions.
• Kindly return the product as per the information mentioned in the email.

Important: If the cancellation is made outside of the Early Cancellation Period, then the option to return the product will not be shown, and only a cancellation request can be made.

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• White a message in the Message input field (this step is optional) > Once you're satisfied with your chosen reasons click on the CANCEL NOW button. 
• You will see the cancellation confirmation for the subscription under Your Subscriptions, and you will also receive an email confirmation from our side. 

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Regular cancellation - If you make a cancellation request outside of the early cancellation period then you can only request a cancellation and the option to return the product will not be shown, and only a cancellation request can be made.

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To cancel a subscription that is outside the early cancellation period:

• Under Your Subscriptions > Choose the correct subscription that you'd like to cancel > Click on the text that says CANCEL NOW.

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• You will be taken to your subscription overview window > In the same window under Actions, select a Cancellation type from the given dropdown selection (Normal or Extraordinary cancellation).

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• The subscription action dropdown menu disappears from view. The status of the subscription changes to "cancelled" or "cancellation requested". The cancellation date and the subscription end-date is displayed.

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Whether or not the subscription is cancelled and when it is cancelled depends on the following:

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• If the subscription is still within the minimum subscription period, then you need to wait until the minimum subscription period is over. When the subscription end date is approaching, you will get email communication from our side on the next steps.
• If the subscription is outside of the minimum subscription period, then our system will check whether the cancellation request was made within the notice period and process the cancellation request accordingly.
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Note: In both cases the cancellation request is accepted and will not be renewed for another term. The only difference is when the request is processed.