Canceling Your SurveyMonkey Account

Subscription Cancellation Policy

To ensure your access to paid features is never interrupted, paid subscriptions are set to auto-renew by default. You can disable auto-renew to prevent your payment method from being charged at your next renewal date or, if you pay by invoice, to prevent your next invoice or proforma invoice from being issued.

If you're located in the European Union, you may also want to review our Subscription Cancellation Policy for Europe.

Disabling Auto-Renew

To disable auto-renew:

  1. Click your username in the upper right corner of your account.
  2. Click My Account.
  3. Click the Billing Details tab.
  4. Under the Billing Profile section, go to Auto-renew and click Cancel to the right of Enabled.
  5. Confirm the cancellation terms and date, and click Cancel Auto-Renew.

When you disable auto-renew, your plan will downgrade to a BASIC plan at the Next Billing Date listed in your Billing Details and you will not be charged—you'll have access to professional features until then.

After your plan downgrades, your surveys and data are saved in your account, as long as your account was not HIPAA-enabled. You can re-upgrade to a professional plan at any time to access paid features again.

Special Cases

Outstanding Invoices

If you currently have an unpaid invoice, you won't see the option to disable auto-renew. Please contact us to cancel your subscription.

Multi-User Platinum or Enterprise Accounts

To cancel a multi-user account, please contact us for assistance.

HIPAA-Enabled Accounts

If you cancel a HIPAA-enabled account, we'll place your account into a suspended state at the end of your billing cycle. We'll retain the account for the period of time stated in the BAA to provide you with an opportunity to renew it. At the end of the suspension period, we'll close the account and delete all data in it.

iOS App Accounts

If you purchased a SurveyMonkey plan through the SurveyMonkey mobile app for iOS, billing is managed by Apple instead of SurveyMonkey. You'll need to cancel auto-renewal from your mobile device or through iTunes.

Deleting Your Account

To permanently delete your account, please first delete your surveys and survey data (survey responses recorded through collectors), then contact us and include the following statement:

I confirm I'd like to permanently delete my account with the username [please enter your username].

If your account has ever been a paid account, we can permanently delete your account, including the survey data stored in it, but we are required to retain the billing history associated with it for financial record-keeping purposes.

Refunds

We don't automatically refund you for any remaining time on your plan when you cancel. In most cases, canceling auto-renewal before the end of your subscription means you'll have access to professional features until the end of your subscription term. If you only need a professional plan for a short amount of time, we offer a monthly payment option.

In accordance with the terms of our services, when you cancel your subscription, previous charges won't be refunded unless legally required.

Consumers in the European Union have refund rights described in our Subscription Cancellation Policy for Europe.

If you're located in another region where we're legally required to issue a refund on an early cancellation, or you have any questions about cancellations or refunds, please contact us.

To cancel your plan or auto-renewal, go to your Billing Details from My Account. This prevents your payment method from being charged at your next renewal date or prevents your next invoice (or proforma invoice) from being issued.

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