Cancel Hotjar: Step-by-Step Guide

How to cancel Hotjar in malaysia and avoid surprise charges

What Hotjar is and why you might want to cancel

Hotjar is a web analytics tool that records what visitors do on your website through heatmaps, session recordings, and feedback surveys. It helps businesses understand user behaviour, but it operates as a recurring subscription, not a one-time purchase. If you signed up for a free trial, your card will be charged automatically after 14 days unless you cancel before that date arrives.

Many Malaysian users discover Hotjar charges them without realising the trial period has ended. The good news is that cancellation is straightforward once you know where to look, and Hotjar offers a 30-day money-back guarantee if you cancel within that window and meet the eligibility criteria. At Tocancel, we guide you through the exact steps to cancel without losing data or paying twice.

How Hotjar works as a subscription

Hotjar operates on a monthly or annual billing cycle. When you create an account, you receive a 14-day free trial that gives you full access to features like heatmaps, session recordings, and feedback widgets. Once the trial ends, your subscription automatically converts to a paid plan unless you downgrade to the free Basic tier before the renewal date.

The subscription is tied to your account, not to your device or browser. This means you can log in from anywhere and see the same billing status. If you do not cancel or downgrade before your renewal date, your payment method will be charged automatically.

Which Hotjar plan you are on matters

Hotjar offers a free Basic plan plus paid tiers called Observe Plus, Pro, and Enterprise. The Basic plan includes up to 20,000 monthly sessions, unlimited heatmaps, session recordings, and one month of data storage, which suits many small websites. Paid plans add higher session limits, longer data retention, custom branding, and more user seats.

Before you cancel, knowing which plan you are on helps you decide whether to fully cancel or downgrade to Basic to keep some functionality. If you only need basic heatmap data, downgrading costs nothing and lets you keep using the tool without ongoing charges.

Your consumer rights in malaysia and what Hotjar must do

Your right to cancel is protected under the Consumer Protection Act 1999, which applies to all goods and services purchased in Malaysia, including digital subscriptions. This law gives you the right to know exactly what you are paying for, to receive clear billing information, and to exit contracts that do not meet your expectations.

Hotjar, as a service provider operating globally, must comply with Malaysian consumer law. This means Hotjar must provide clear cancellation information, honour your cancellation request within a reasonable timeframe, and not charge you after you cancel. If Hotjar continues to bill you after cancellation or refuses to process your request, you have the legal right to dispute the charge with your payment provider and lodge a complaint with the Malaysian Ministry of Domestic Trade and Cost of Living.

Your legal position in plain language

When you subscribe to Hotjar, you enter into a contract with the company. You have the right to end that contract, and Hotjar must stop billing you once you cancel. The Consumer Protection Act 1999 states that any automatic renewal must give you a clear cancellation option, and you cannot be charged after cancellation. If Hotjar violates this, you can request a refund and escalate to the enforcement authority.

Hotjar's 30-day money-back guarantee is separate from your legal rights. Even if that window closes, the Consumer Protection Act still protects you. At Tocancel, we believe understanding this distinction empowers you to take action confidently.

What happens if Hotjar does not honour your cancellation

If you cancel but Hotjar charges you anyway, your first step is to contact Hotjar support at [email protected] with a screenshot of your cancellation confirmation. Request a full refund of the unauthorised charge within 7 days. Most disputes are resolved quickly at this stage.

If Hotjar refuses to refund you, contact your bank or credit card company and dispute the charge as an unauthorised transaction. Your bank will investigate and can reverse the charge. You can also file a formal complaint with the Ministry of Domestic Trade and Cost of Living, which enforces consumer protection law in Malaysia. Document everything: your cancellation screenshots, support emails, and billing statements.

Pricing breakdown so you know what you are paying

Understanding Hotjar's pricing helps you decide whether to keep, downgrade, or cancel your subscription. Below is the standard pricing structure based on current rates converted to Malaysian Ringgit.

These prices are converted from USD at current exchange rates and may vary. Hotjar bills in your local currency depending on your account region, so check your invoice to confirm the exact amount you are charged. Annual subscriptions save roughly 15 percent compared to monthly billing.

How to cancel Hotjar step by step

Hotjar cancellation happens inside your account and takes about two minutes. The key is that Hotjar frames cancellation as a downgrade to the free Basic plan, not as account deletion. This is important because downgrading keeps your account and data intact; only your paid access ends.

Before you click cancel: essential checks

Take these steps before you cancel to avoid losing data or facing billing confusion later.

1. Log in to your Hotjar account and go to your billing page.
   • Note your next renewal date and current plan name.
   • Take a screenshot of your subscription status so you have proof if there is a dispute later.
2. Confirm you are logged in as the Account Owner.
   • Only the Account Owner can downgrade or cancel the subscription.
   • If you are not the owner, ask the owner to perform the cancellation.
3. Export or download any data you need.
   • Hotjar retains captured data for 365 days from the date it was captured, then deletes it automatically.
   • Download heatmap reports, session recordings, feedback surveys, and billing invoices before you cancel.
   • Save any custom metrics or configurations you have set up.
4. Check how you purchased Hotjar.
   • If you subscribed directly via Hotjar's website, follow the web cancellation path below.
   • If you bought through the Apple App Store or Google Play, you must cancel through that platform instead.

The exact cancellation path inside your Hotjar account

Follow these steps precisely to downgrade your subscription to the free Basic plan, which stops all charges.

1. Go to hotjar.com and click the user profile icon in the top right corner of the screen.
2. Select "Billing" from the dropdown menu.
3. Click "Subscriptions" in the left sidebar.
4. Find the subscription you want to cancel and click "Manage subscriptions".
5. Click the "Change plan" button next to your current plan.
   • A window will open showing all available plans.
6. Select the "Basic" (free) plan from the list.
7. Click "Change plan" to confirm the downgrade.
8. Review the confirmation message and click "Yes, downgrade my plan".
9. Take a screenshot of the final confirmation, which will include your cancellation date.

Your paid plan stops immediately, and you are downgraded to Basic. You will not be charged at your next renewal date. Hotjar will send you a confirmation email within minutes to the address associated with your account.

If you bought through apple app store or google play

If you signed up to Hotjar through the Apple App Store or Google Play, you must cancel the subscription through that platform, not through Hotjar itself. Hotjar does not handle these cancellations directly.

1. For Apple: Open the App Store app, go to your account, select "Subscriptions", choose Hotjar, and tap "Cancel subscription".
2. For Google Play: Open the Google Play app, go to your account, select "Subscriptions", choose Hotjar, and tap "Cancel subscription".

These platforms will ask you a few optional questions before finalizing the cancellation. Complete the process and save the confirmation email.

Refunds, money-back guarantee, and what you can recover

Hotjar offers a 30-day money-back guarantee if you cancel within 30 days of purchase and meet the eligibility requirements. This means you can recover your payment if you change your mind shortly after subscribing, provided you submit the request before the 30-day window closes.

How to request a refund within the money-back window

If you cancel within 30 days of your purchase, email [email protected] and include the following:

1. A clear subject line: "30-day refund request for [your email address]".
2. Your Hotjar account email and the plan you purchased.
3. The date you purchased the plan and the date you are requesting the refund.
4. A brief explanation of why you want the refund (optional but helpful).

Hotjar typically responds within 24 to 48 hours. If approved, the refund is processed to your original payment method and takes 5 to 10 business days to appear in your account.

What happens if you cancel after 30 days

If you cancel after the 30-day money-back window closes, you are not eligible for a refund under Hotjar's guarantee. However, you can still request one if you believe you have a valid reason (for example, Hotjar did not work as advertised or the service was interrupted for an extended period). Contact [email protected] with details and let Hotjar decide. Some customers receive partial refunds even outside the window.

You are also protected by the Consumer Protection Act 1999. If Hotjar misrepresented its service, failed to deliver what you paid for, or became faulty within a reasonable timeframe, you have the right to request a refund regardless of the 30-day window. At Tocancel, we recommend documenting any service failures so you can reference them in your refund request.

What happens after you cancel

Once you downgrade to the Basic plan, your access to paid features ends immediately, but your account remains active and your data stays intact for 365 days.

Your data and account after cancellation

When you downgrade, Hotjar keeps your captured data for 365 days from the date it was collected, then automatically deletes it. This means you can log back in and view your heatmaps and recordings for almost a year, even though you are no longer paying. After 365 days, all data is permanently deleted and cannot be recovered.

Your account itself does not disappear. You can reactivate a paid plan at any time by logging back in and selecting a new plan. Your account history and credentials remain valid.

Will Hotjar email you about re-subscribing

After cancellation, Hotjar may send you promotional emails offering discounts or highlighting new features. You can unsubscribe from these at any time by clicking the "Unsubscribe" link at the bottom of their emails. Unsubscribing does not reverse your cancellation; it only stops the marketing emails.

Common mistakes that delay or block your cancellation

Cancellation is usually smooth, but a few mistakes can cause confusion or missed deadlines. We have seen these happen repeatedly, and they are easy to avoid.

Mistake one: not being logged in as the account owner

Only the person who created the Hotjar account (the Account Owner) can cancel or downgrade the subscription. If you are a team member with Editor or Viewer access, you cannot touch the billing settings. If you are not the owner, ask the account owner to perform the cancellation, or request to be transferred ownership before you cancel. This takes a few minutes via [email protected].

Mistake two: cancelling after your renewal date has passed

If you cancel after your renewal date, you have already been charged for the next billing cycle. You can still request a refund within 30 days or contact support to discuss a partial refund, but it is easier to cancel before the renewal date. Always note your renewal date and cancel at least one day before it.

Mistake three: thinking you have cancelled when you have only downgraded

Downgrading to Basic stops your charges, which is the goal. However, technically your account is still active. Some users worry they have not fully cancelled because the account still exists. This is normal. If you want the account completely deleted, you must request that separately via [email protected], but this is rarely necessary and may prevent you from recovering data later.

Mistake four: forgetting to export data before cancelling

Once your paid plan ends and you downgrade to Basic, you lose access to recordings and advanced reports. If you need these later, you cannot recover them. Always download your heatmaps, recordings, and reports while you still have paid access. This takes 10 minutes and saves you from frustration.

How tocancel helps you stay in control

Cancelling a subscription should be simple, and it is simple when you follow the right steps. Tocancel exists because many companies make cancellation deliberately hard, hiding the button or requiring phone calls. With Hotjar, the process is actually clear once you know where to look, and we have laid it out in exact detail for you above.

Tocancel has helped thousands of consumers cancel unwanted subscriptions, recover refunds, and understand their rights. Our guides cover everything from SaaS tools like Hotjar to streaming services, insurance policies, and gym memberships. Whether you need to cancel today or just want to know your options, Tocancel provides the information you need to take action confidently and legally.

Quick reference checklist before you cancel

Use this checklist to ensure you have done everything necessary before clicking cancel.

Contact information and next steps

If you have cancelled but still have questions, or if Hotjar has not stopped charging you, use these contact details to reach support or escalate your case.

Hotjar support

Email: [email protected]

Response time: 24 to 48 hours

Note: Hotjar does not offer live chat or phone support, but email support is available 24/7.

Your next step if Hotjar refuses to refund

If you requested a refund and Hotjar denied it, or if you were charged after cancelling, you have two options:

1. Contact your bank or credit card company and dispute the charge as an unauthorised transaction. Your bank will investigate and may reverse the charge.
2. File a formal complaint with the Ministry of Domestic Trade and Cost of Living, which enforces consumer protection law in Malaysia. You can lodge a complaint online or visit your nearest office.

Tocancel recommends keeping copies of all email correspondence, screenshots of your cancellation confirmation, and billing statements as evidence. These documents will support your case if the dispute goes to your bank or the enforcement authority.

Final word

Cancelling Hotjar is straightforward when you follow the exact steps we have provided. Your rights as a consumer in Malaysia are clear and enforceable, and you are not locked into paying forever. If Hotjar continues to charge you after cancellation, you have legal recourse and multiple escalation paths. Tocancel has guided readers through these situations hundreds of times, and we are confident you can take control of your subscription today. Log in, downgrade to Basic, save your confirmation, and you are done.