Cancelling a Subscription

Subscriptions Are Per Client

A reminder before you start: every client on your account has its own subscription. Cancelling cancels one client. Other clients are unaffected.

If you want to wind down your whole account, cancel each client one by one. (Then, optionally, delete the account itself. See Data Export and Deletion Requests.)

How to Cancel

1. Open the client from the dashboard card or the Clients page.
2. Open the client's settings page.
3. Scroll to the bottom of the plan management section.
4. Click Cancel subscription.

The button is a quiet underlined link rather than a prominent red button. Cancelling is not the workflow we are pushing you toward, but it is one click away when you need it.

The Retention Flow

Clicking Cancel opens a three step modal:

1. Survey. A short set of options for why you are cancelling. Pick the closest match. This shapes the next step.
2. Loss inventory. A summary of what you would lose. The numbers are computed from your live state (token balance, in flight creatives, delivered creatives, message history, plan benefits).
3. Downsell offer. Depending on what you said in the survey, you may be offered a pause, a downgrade, or a different cadence rather than a full cancel.

You can accept any of the offered alternatives or proceed with the cancel. The flow is intentionally easy to back out of. You can close the modal at any step and nothing changes.

When the Cancellation Takes Effect

Cancellation applies at the end of the current billing cycle, not immediately. You keep full access to the client (submit creatives, edit campaigns, review deliveries, download videos, message support) until the cycle ends.

After the cycle ends, the client transitions to a read only state on RealityMold's side: the plan is gone, the credit allocation stops, and new submissions are blocked. Everything you have already created stays accessible.

A Cancel pending banner appears on the client's settings page while the cancellation is scheduled. The banner has a Resume button. Click it any time before the cycle ends and the cancellation is reversed at no charge. The plan and renewal pick up as if nothing happened.

What Happens to Your Credits

Unused plan tokens expire at the end of the current cycle. No refund, no carry over.

Manual top up tokens that were on the balance at submit time also expire when the subscription ends (since they sit on a client that no longer has a plan to spend them against). If you have a meaningful top up balance and you are about to cancel, ship the work first.

What Happens to Your Videos

All delivered creatives stay accessible. The review page for each creative remains live indefinitely. You can keep downloading the ZIP, the individual scenes, and the persona source images at any time. See Downloading a Delivered Creative.

Message history stays accessible too. Threads are preserved on cancellation.

Reactivating Later

If you want to start producing again on the same client, open the client's settings page and pick a plan from the plan picker. The subscription restarts as a fresh billing cycle with a new credit allocation.

All of your client data (campaigns, creatives, references, message threads, billing history) is still there. Nothing was deleted by the cancel. Reactivation is seamless.

The Storage Only Off Ramp

If you are not ready to lose access entirely but you are also not actively producing, the Storage Only plan is an alternative to cancelling. It preserves every brief, asset, message, and knowledge doc for a small monthly fee. You stop producing, but everything stays exactly where it is, and you can move back to a paid plan any time.

The retention flow will offer Storage Only when it fits your situation. You can also message your account manager to be moved to Storage Only without going through cancel.

Where Cancellation Does Not Live

A few places where the cancel button is not so you do not waste time:

• Account Settings (/account/settings) controls profile, email, password, and account deletion. Not subscriptions.
• Agency Billing page (visible when you own two or more clients) lists every client's plan with deep links into the per client settings, but cancellation itself is per client.

For the broader subscription surface, see Managing Your Subscription and Payment Method. For account level deletion (different from a subscription cancel), see Data Export and Deletion Requests.