This article is for customers who want to cancel a subscription. It explains how to submit a cancellation request, what happens to your access after a cancellation request has been processed, and what to expect from our team once a cancellation request has been processed.

Before You Begin

• The email address associated with your account.

• Your church name, and either your church’s physical address or your church website.

• The names of the products you intend to cancel, and the names of any you intend to keep.

• Your billing date, the date on which your current subscription will be billed.

• Cancellation can only be initiated through a request email to customercare@amazinglife.com.

How to Cancel

1. Email customercare@amazinglife.com from the email address on your account, ahead of your billing date. This is the only channel that guarantees your cancellation is seen and processed in time.

2. State clearly in the message that you want to cancel your subscription.

3. Include your identifying details so the team can match the request to your account: your name, your church name, and either your church’s physical address or your church website.

4. Name the specific products you are cancelling. Listing them by name prevents the wrong subscription from being ended.

5. Say whether you are cancelling only a portion of your product holdings or all of your offerings in their entirety. If you are cancelling only some of them, list which curriculum and content products you intend to keep, so that the products you are not cancelling are left running.

6. Wait for written confirmation from Customer Care that the cancellation has been processed, and keep that confirmation.

7. Expect a follow-up email or call from our team asking about your experience and your reason for leaving. Responding is optional, but it is how we track feedback.

Do not use personal email addresses:  A cancellation sent to a Customer Success Manager, an account manager, or any other Amazing Life staff member at their personal work address is not guaranteed to be seen or processed before you are billed. customercare@amazinglife.com is the one and only address that should be used.

What Happens After You Cancel

You can cancel at any time during your subscription period. Cancelling does not cut your access short. Your access continues until your current subscription end date.

What happens to your content after your access ends

Your APlay account, media library, loaded playlists, and templates are preserved for 30 days after your cancelled subscription ends. If you decide to re-establish your account within 30 days of your subscription end date, access will be restored as if you never canceled.

If you do not re-establish your account within 30 days of cancellation, all templates, media, and service builds are lost, and a customer who returns after the 30 day window receives a new account.

If your subscription has already been billed

If you were billed and charged before your cancellation request was processed you have 30 days from the date you were charged to cancel and receive a full refund.

Note that this 30-day refund window and the 30-day window to re-establish an account are not the same and are determined from two different events. The refund window begins on your billing date. The re-establishment window begins when your access is revoked at the end of your subscription period.

Why we follow up after you cancel

We want to hear from our customers and from the church leaders doing important ministry work with our curriculum. After a cancellation, our team will reach out by email or phone to ask about your experience and your reason for leaving, so that we can track that feedback properly.

Common Variations and Exceptions

You want to stop the next renewal but keep using your subscription. That is the same outcome as cancelling: your access continues to the one-year mark either way.

You want to cancel a portion of your curriculum subscription, but not all of it. The outcome of cancelling will allow you to keep access to all products through your one-year mark.

You are cancelling only some of your products. Say so explicitly in your email and list both the products you are cancelling and the products you are keeping. A request that names no products, or that reads as a general cancellation, may be processed as cancelling everything. The products you keep continue on their own terms.

You have already been billed. Cancelling does not reverse a charge that has already been processed. Contact customercare@amazinglife.com within 30 days of the billing date to request a full refund.

You told a staff member but never heard back. Follow up directly with customercare@amazinglife.com and confirm in writing. An informal notice to a staff member is usually acted on, but only a confirmation from Customer Care establishes that the cancellation was processed.

How to Confirm Your Cancellation

You will know the cancellation is complete when you receive written confirmation from Customer Care stating that your subscription has been cancelled and will not renew. Keep that confirmation.

Escalation

• If unresolved, contact customercare@amazinglife.com.