Cancelling or pausing your subscription
Cancelling stops the payments. It does not delete anything. Those are two separate actions and neither happens by accident — if you want your data gone as well, do the second one deliberately.
Before you start
- Take an export first: Setup → Settings & Branding → Data & Privacy → Export All Data. It takes a minute and removes every subsequent worry. See Exporting and deleting your data.
- Check whether anyone else on your team is mid-event in the workspace.
- Note your renewal date. A cancellation runs to the end of the period you have already paid for.
How to cancel
Email support@accolade.live from an admin address and say you want to cancel. The Billing & Plans tab reports your workspace's billing state rather than acting as a self-service console, and the subscription itself sits with Stripe — see Billing, upgrades, and invoices for how payment is actually handled.
Your first reply is within 1 business day on Professional, 4 business hours on Enterprise and 1 business hour on Agency.
When it takes effect
Monthly plans run to the end of the current billing period, then drop to Free. Annual plans run to the end of the paid term, with no refund for the unused part, then expire. There are no cancellation fees.
What happens to your data
Nothing is deleted when you cancel. Your workspace drops to Free and your event data stays there. Modules outside the Free tier stop being available, so where your usage exceeds Free limits you will still see your records but will not be able to work in the paid modules.
If you go on to ask for the account itself to be deleted, your data is retained for 90 days after cancellation so it can still be exported, then permanently deleted from primary databases. Email privacy@accolade.live to start that, and we confirm in writing when it is done.
Backups are a separate matter and worth understanding before you answer anybody else's erasure request: Backups are encrypted and taken daily. They expire automatically on a rolling window set by our database provider, which means a record deleted from the live platform remains inside unexpired backups until the last backup containing it rolls off. Backups are never used to restore deleted customer records to the live platform. We are confirming the exact retention window with the provider and will publish it here once it is confirmed.
Pausing rather than cancelling
There is no pause button. For an organisation that runs one ceremony a year, the practical equivalent is to cancel after the event and start again when the next cycle begins — your data is still there on Free in the meantime. Tell us that is what you are doing, because it changes what we do about your founder rate.
Coming back
Resume whenever you like and your data is intact. If you signed up at a founder rate and your subscription has been continuous, that rate is grandfathered. A gap is a gap, so if you are planning to come back, say so when you cancel rather than after.
Common problems
- You cancelled and the modules vanished the same day. They should not until the period ends — tell support, with the date you cancelled.
- You were charged after cancelling. Send us the Stripe receipt; the subscription lives there and that is where it is stopped.
- You need the data after the retention window. You cannot get it back. Export before you cancel, not after.
- You want to cancel one event, not the account. You do not need to cancel anything — delete or archive the event record instead.