# How to cancel Hotjar

The Account Owner cancels Hotjar by opening Billing, then Subscriptions, choosing Manage subscriptions and changing each paid Observe or Ask product to Basic. It takes about 3 minutes and the downgrade starts after the current cycle. New customers can request Hotjar's 30-day money-back guarantee after cancelling in the app.

Behavior analytics platform with heatmaps, recordings, surveys and feedback tools under Observe and Ask plans.

- Category: Analytics
- Entry plan: Observe Plus at Price shown in account
- Billed via: web
- Difficulty: Easy (1.8 / 10 on the Cancellation Difficulty Index), takes about 3 minutes
- Direct cancellation page: https://insights.hotjar.com/account/billing/subscriptions
- Manually verified on 14 Aug 2026 against official sources
- Canonical guide: https://canicancelit.com/cancel/hotjar

## Cancel in a web browser

> Hotjar calls cancellation a downgrade to the free Basic plan.

1. **Sign in as Account Owner** Open Hotjar and use the Account Owner login. Other team roles cannot cancel a paid plan.
2. **Open Subscriptions** Select the profile menu, choose Billing, then open Subscriptions and Manage subscriptions.
3. **Change each paid product** Choose Change plan for Observe or Ask, select Basic and continue through the confirmation prompts.
4. **Check both products** Repeat for every paid Observe and Ask subscription and verify that each downgrade is scheduled for the end of the cycle.

> **Warning:** Observe and Ask are separate subscriptions. Check both before leaving billing.

## Cancel a team plan

> Only the Account Owner can complete the change.

1. **Use the Account Owner** Only the Hotjar Account Owner can change or cancel the account's paid plans.
2. **Review Observe and Ask separately** Hotjar bills Observe and Ask separately, so downgrade every paid product that should stop renewing.

## Refunds, pausing, downgrades and your data

- **Refunds:** Hotjar offers new customers a 30-day money-back guarantee for monthly and annual plans. The Account Owner must cancel in the app before renewal and then contact Support. Partial refunds and refunds requested after renewal are not provided under that policy.
- **Pausing:** Hotjar documents downgrading a paid plan to Basic as the way to pause paid billing while retaining the account and data within Basic-plan limits.
- **Downgrading:** A downgrade to Basic takes effect at the end of the current billing cycle. The account keeps the free Basic tier and data subject to that tier's retention and limits.
- **Account data:** Downgrading to Basic keeps the account and retains data according to Hotjar's retention rules. Deleting the Hotjar account is separate, takes effect immediately and permanently removes access to its data.

## At a glance

- Cancellation fee: None documented
- Refund window: 30 days for new customers
- Effective: End of current cycle
- Free plan after: Yes, Basic

## FAQ

**Why does Hotjar say Change plan instead of Cancel?**

Hotjar cancels paid billing by changing each Observe or Ask subscription to the free Basic plan.

**Who can cancel Hotjar?**

Only the Account Owner can manage or cancel paid subscriptions.

**Can I get a Hotjar refund?**

New customers can use the 30-day money-back guarantee after cancelling in the app and contacting Support before renewal. Partial and post-renewal refunds are excluded.

**Does cancelling Hotjar delete analytics data?**

No. A downgrade keeps the Basic account and data under its limits. Full account deletion is separate and permanent.

## Official sources

- [Hotjar pricing](https://www.hotjar.com/pricing/) (checked 2026-08-14)
- [How to cancel your Hotjar plan](https://help.hotjar.com/hc/en-us/articles/36820026290833-How-to-Cancel-your-Hotjar-Plan) (checked 2026-08-14)
- [Upgrade or downgrade Hotjar plans](https://help.hotjar.com/hc/en-us/articles/36820033220369-How-to-Upgrade-or-Downgrade-Your-Hotjar-Plans) (checked 2026-08-14)
- [Hotjar refund policy](https://help.hotjar.com/hc/en-us/articles/36819964488721-Refund-Policy) (checked 2026-08-14)
- [Delete a Hotjar account](https://help.hotjar.com/hc/en-us/articles/36820007045777-How-to-Delete-Your-Hotjar-Account) (checked 2026-08-14)
- [How Hotjar billing works](https://help.hotjar.com/hc/en-us/articles/36820004504337-How-Billing-Works-at-Hotjar) (checked 2026-08-14)

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Verified cancellation guide from Can I Cancel It? (https://canicancelit.com). JSON version: https://canicancelit.com/cancel/hotjar.json