Help Center › Billing & Payments
Confirming or declining a cancellation request
Where it reaches you
Three places, deliberately:
- A push notification and an email the moment it arrives.
- The notification bell, where it stays unread until it is answered. Opening the drawer does not clear it.
- A card at the top of your home screen, which cannot be dismissed.
Answering it
The home card carries both answers.
- Confirm cancellation. The membership is scheduled to end on the date from their request, and they are emailed the written confirmation. If several are waiting, answering the one on the card brings up the next.
- Decline. The member carries on exactly as before. Nothing was ever applied to their subscription while it sat waiting, so declining changes nothing at all. They are emailed to say the membership is continuing.
The same pair of buttons is on the member's profile under Membership, along with any note they left.
The date does not drift
The end date is worked out when the member asks, because that is the date your notice period is measured from. Answering a week later does not push their leaving date a week further out.
If you answer after the date has already passed, the membership ends there and then rather than starting a fresh notice period.
Before you decline
Declining is for the honest case: you spoke, they are staying. It does not make a cancellation go away in law. A member who has given notice under the agreement they signed has given it, and continuing to charge someone who has cancelled in writing is a complaint and a chargeback waiting to happen. Every decline is recorded with the date they asked and the date it would have ended.
Good to know
- A confirmed cancellation can still be undone. See Undoing a cancellation.
- Nothing here refunds anything. A normal cancellation runs to the end of a paid period, so there is nothing unused to give back.