Our payment connector subscriptions are based on yearly renewals, which means they automatically renew for another year unless cancelled beforehand. We want to make the cancellation process as smooth as possible, and here are all the details you need to know.
Key Points About Subscription Cancellation:
Yearly Renewal: Subscriptions renew annually, and you can cancel anytime up to the end of the day before renewal.
Cancellation Reminder: We send an email reminder 14 days before the renewal, which includes a convenient link to cancel.
How to Cancel Your Subscription:
There are two simple ways to cancel your subscription:
Account Management Page:
Log in to your account at https://www.pend.ch/account/overview.
In the left sidebar, select "My Shops".
Select the shop and then the relevant payment connector.
Scroll down to the "Danger Zone" section and click the "Cancel Subscription" button to cancel.
Support Chat:
Log in to your account and click the P icon in the bottom right corner to open our support chat. You can also do this directly in our help center if you are logged in.
In the chat, select "I want to cancel my account". Our friendly chatbot will guide you through listing your shops, connectors, and the cancellation process.
What Happens After Cancellation?
Service Continuation: Once cancelled, your subscription will remain active until the last day of the billing cycle.
Automatic Deactivation: After the final day, the payment connector will be disabled, and your customers will no longer be able to pay with the respective payment method in your shop.
Cancellation Confirmation: You will receive an email confirming your cancellation.
Retracting a Cancellation:
It's easy to retract a cancellation if you change your mind. Simply:
Click the link in your cancellation confirmation email, or
Visit the "My Shops" section in your account. If the subscription is marked for cancellation, the "Danger Zone"will show a "Retract Cancellation" button. Click it to reactivate auto-renewal, and the subscription will continue as before.
Important Notes:
Failed Payment: Failed payments for renewals are not a reason for automatic cancellation. Once renewed, the subscription is active for a full year.
No Reversals After Renewal: Unfortunately, we cannot reverse a renewal once it has occurred, as expenses have already been incurred.
Contract Terminations and Inactivity: We are not automatically notified about contract terminations (e.g. with TWINT directly), paused shops, or other circumstances, and cannot accept these as reasons to reverse a renewal.
Automatic Cancellation for Shopify Deletions: Since October 1, 2024, we have introduced a feature that automatically cancels a subscription if your Shopify shop is deleted or our payment app is deleted from your shop. You will be notified via email if this happens.
We hope this guide helps you manage your subscription smoothly. If you need further assistance, feel free to contact our support team.