Cancellation Request template

A cancellation form that stays graceful while quietly working a save. Customers pick their reason, and logic decides who sees the pause offer: people leaving over cost or low usage get it, while those who found another tool or need missing features skip straight past — because offering them a pause would just be friction. Timing choice and exit feedback round it out.

Use this template Start free — no card

7 questions · works on the free plan (500 responses/month) · fully customizable

2 built-in logic rules

What’s inside

The questions this template ships with — rename, reorder, or delete any of them in the builder.

01The email on your accountEmail

02What's the main reason you're cancelling?Multiple choice

03Before you go — would a pause help?Statement

04Was there anything that would have changed your mind?Long text

05When should the cancellation take effect?Multiple choice

When to use this template

A subscription box letting customers self-serve cancellations instead of emailing support and waiting
A gym or studio that is required to accept cancellations online and wants a reason attached to each one
A small SaaS without a billing portal, where cancellations currently arrive as apologetic emails
A coaching or membership program that offers pauses but only wants to pitch them where a pause could plausibly help

Tips to get more from it

Two skip rules hide the pause offer from customers leaving for missing features or a competitor — a pause fixes neither. If you add reasons to the list, decide per reason whether the pause pitch makes sense and update the rules to match.
The would-anything-have-changed-your-mind question is your churn goldmine. Export responses as CSV monthly and read that column before your roadmap meeting.
The timing question offers end-of-billing-period or immediate. Make sure whichever your billing system actually does is listed first, and cut the other if you only support one.

Questions people ask

Should I make customers fill out a form to cancel?

Keep it short and honest — this template cancels in under a minute and says so up front. A brief reason question is fair; a gauntlet of retention screens is how you turn a cancellation into an angry tweet.

Does this form actually cancel the subscription?

It collects the request; you or your billing system process it. Each response includes the account email, reason, and requested timing, and you can export everything as CSV for processing.

Can I change who sees the pause offer?

Yes. The offer is a statement field controlled by skip rules keyed to the reason question. Edit the rules in the logic panel to show it for different reasons, or delete them to show it to everyone.