Pause, renew and cancel: writing clear subscription policies
5 Aug 2026 · 2 min read · By the Knock team
Key takeaways
- Clear policies prevent disputes and protect goodwill.
- Offer a pause as an alternative to cancellation where it makes sense.
- Make cancellation easy; a hard exit damages trust and invites chargebacks.
Policies are part of your product. Customers judge you on how simple it is to leave as much as how easy it was to join.
Renewal
- State whether plans renew automatically.
- Send a reminder before annual renewals.
- Announce price changes in advance with the new amount.
Pausing
A pause keeps the customer relationship alive during a quiet period. Decide the maximum length, whether data is retained, and whether the billing date shifts when they resume.
Cancelling
When it takes effect
Common choices are immediate cancellation or cancellation at the end of the paid period. The second is simpler to explain and usually fairer.
Refunds
Say whether you refund unused time. If you do not, say that clearly at purchase. Check consumer and tax rules that may apply to you.
Data
Tell customers how long you keep data after cancellation and how to export it.
Collect the reason
A short optional question on cancellation gives you valuable churn insight. Use it to improve, not to obstruct.
Win-back
A pause offer or a plan downgrade may keep a customer who is leaving because of price. Offer once, politely.
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