Cancel a subscription

Cancellation is a one-click action with a few confirmations. This page covers what to expect — what gets kept, what gets stopped, and how to come back if you change your mind.

In this guide:

• Cancel
• What happens after
• Data retention
• Re-activate
• Delete the organization

Step 1: Cancel

Settings → Billing → Cancel subscription.

Screenshot: The cancel-subscription confirmation modal with reason picker.

A modal opens. You’ll be asked:

• Reason — pick one (no longer needed, switching tools, too expensive, missing a feature, other). This isn’t a paywall — it’s product feedback that helps us improve.
• (Optional) Free-text feedback — what we could have done better.

Click Confirm cancellation.

Step 2: What happens immediately

• Your subscription enters cancellation pending state.
• You retain full access until the end of the current billing period.
• No further charges are made (recurring add-ons and the next plan renewal don’t fire).
• Your data is preserved.

Step 3: At the end of the billing period

• Your plan becomes Free (with very limited usage) or Cancelled depending on what’s available.
• Chatbots stop responding to new messages if you exceed the free limits.
• Conversations, contacts, knowledge sources, integrations — all data is preserved.
• You can re-activate any time.

Step 4: What you keep

Step 5: What stops

• Bot replies to new conversations.
• Outbound webhook deliveries.
• Inbound webhook receivers.
• AI Action executions.
• Auto-retraining cycles.

Essentially: read access stays, outbound and inbound activity stops.

Step 6: Re-activate

To come back:

• Settings → Billing → Plans → pick a plan.
• Confirm payment.
• Everything resumes — chatbots start replying, integrations reactivate, webhooks fire again.

No data migration. No data loss. Pick up where you left off.

Step 7: Delete the organization (irreversible)

If you want to go further than cancel:

• Settings → Organization → Danger zone → Delete organization.
• You’ll be asked to type the org name to confirm.

Deletion:

• Cancels the subscription if not already cancelled.
• Deletes every chatbot, knowledge source, conversation, contact, integration token, member assignment, audit log.
• Triggers a 30-day grace period before final purge — during which Hilal Chatbot’s support team can restore on request.
• After 30 days, data is permanently and irrecoverably gone.

This is the GDPR / right-to-be-forgotten path for organizations.

Just for one chatbot, not the whole org

If you want to discontinue one chatbot but keep the rest:

• Go to that chatbot → General → Delete chatbot.
• Confirm.

The org subscription remains. Other chatbots keep working.

Permissions

• Cancellation requires billing.update (Owner or Admin).
• Organization deletion requires Owner role.

Tips

• Export first. If you might come back, export conversations and contacts before cancelling — quicker than reactivating just to export.
• Tell your team. Cancellation can surprise teammates if they don’t know it’s coming.
• Cancel ≠ delete. Cancellation is reversible; delete is forever.

What’s next