{
 "id": "customer_io",
 "name": "Customer.io",
 "category": "marketing_sales",
 "website": "https://customer.io",
 "domains": [
  "customer.io",
  "docs.customer.io"
 ],
 "summary": "Essentials and Startup plans cancel from the Plans & Billing page (option at the bottom), by an Account Admin or a Member with billing access; Premium and Enterprise cancel through their Customer Success Manager. Sending and access stop immediately, fees aren't refunded, and account data is deleted after 60 days.",
 "routes": [
  {
   "channel": "direct_web",
   "label": "Essentials and Startup plans",
   "applies_to": "Essentials and Startup plans",
   "who": "An Account Admin, or a Member with the account-level permission Access billing & account info",
   "method": "self_serve",
   "start_url": null,
   "steps": [
    {
     "do": "Sign in and open your account's Plans & Billing page",
     "expect": null
    },
    {
     "do": "Scroll to the bottom of the page and choose the option to cancel your account",
     "expect": null
    }
   ],
   "confirm_by": "Not described in Customer.io's docs; check that messages have stopped sending",
   "effective": "Immediately: messages stop sending and user access is removed",
   "notice": null,
   "refund": "Fees paid are non-refundable, unless otherwise required by law",
   "fees": "Under the Terms, you remain liable for all fees for the rest of the current subscription term",
   "source_ids": [
    "s1",
    "s2",
    "s3",
    "s4",
    "s5",
    "s12",
    "s13"
   ]
  },
  {
   "channel": "sales_contract",
   "label": "Premium and Enterprise plans",
   "applies_to": "Premium and Enterprise plans, including those paid annually",
   "who": "The account's contact with its Customer Success Manager",
   "method": "contact_sales",
   "start_url": null,
   "steps": [
    {
     "do": "Contact your Customer Success Manager (CSM) to cancel your account",
     "expect": null
    },
    {
     "do": "Give written notice of termination at least 30 days before the subscription renews; formal notices go to legal@customer.io or by courier or certified mail to the address in the Terms",
     "expect": null
    }
   ],
   "confirm_by": "Keep a copy of your written notice; the docs don't describe a confirmation",
   "effective": "Access ends on termination, but fees for the rest of the current subscription term are still owed",
   "notice": "At least 30 days' written notice before renewal, or the subscription renews automatically",
   "refund": "Fees paid are non-refundable, unless otherwise required by law",
   "fees": "You remain liable for all fees for the remainder of the then-current subscription term",
   "source_ids": [
    "s6",
    "s10",
    "s11",
    "s12",
    "s13",
    "s14",
    "s15",
    "s16"
   ]
  }
 ],
 "pay_less": [
  {
   "type": "discount_program",
   "what": "Startup Program: early-stage companies get a full year free",
   "evidence": "documented",
   "source_ids": [
    "s19"
   ]
  }
 ],
 "export": [
  {
   "data": "People and their attributes (optionally a separate CSV of relationships)",
   "how": "Open People, click Export to CSV and choose All attributes, Displayed attributes or Choose attributes",
   "format": "CSV",
   "limits": "Exports expire and are deleted from the workspace after 60 days; save what you need before cancelling, since access ends immediately",
   "source_ids": [
    "s21",
    "s22",
    "s23",
    "s8",
    "s5"
   ]
  }
 ],
 "after_cancel": {
  "access_until": "Access ends immediately on cancelling; messages stop sending",
  "data_kept": "Account data is scheduled for deletion after 60 days, after which the account can't be recovered; within that window the billing team (billing@customer.io) can help restore it",
  "you_lose": [
   "Message sending, immediately",
   "User access to the account and its data, immediately",
   "All account data after 60 days"
  ]
 },
 "agent_notes": {
  "sign_in_needed": true,
  "phone_or_chat_only": false,
  "retention_step": null,
  "tips": [
   "Export people data before cancelling: sending and access stop immediately",
   "Premium and Enterprise accounts can't cancel in the app; they go through their Customer Success Manager",
   "Under the Terms, the subscription renews automatically unless written notice is given 30 days before renewal",
   "Overages for going over your profile or email allowance are billed separately; Premium and Enterprise overages are billed monthly",
   "For account and billing issues, the contact page offers a chat with the team"
  ]
 },
 "sources": [
  {
   "id": "s1",
   "url": "https://docs.customer.io/accounts/billing/canceling/",
   "title": "Canceling your account",
   "publisher": "vendor",
   "quote": "If you're on an Essentials or Startup plan, you can cancel directly from your account's Plans & Billing page.",
   "supports": "self-serve cancelling for Essentials and Startup plans"
  },
  {
   "id": "s2",
   "url": "https://docs.customer.io/accounts/billing/canceling/",
   "title": "Canceling your account",
   "publisher": "vendor",
   "quote": "Look for the option to cancel your account at the bottom of the page.",
   "supports": "where the cancel option is"
  },
  {
   "id": "s3",
   "url": "https://docs.customer.io/accounts/billing/canceling/",
   "title": "Canceling your account",
   "publisher": "vendor",
   "quote": "you must be an Account Admin or Member",
   "supports": "who can cancel"
  },
  {
   "id": "s4",
   "url": "https://docs.customer.io/accounts/billing/canceling/",
   "title": "Canceling your account",
   "publisher": "vendor",
   "quote": "Access billing & account info",
   "supports": "the permission needed to cancel"
  },
  {
   "id": "s5",
   "url": "https://docs.customer.io/accounts/billing/canceling/",
   "title": "Canceling your account",
   "publisher": "vendor",
   "quote": "Once an account is canceled, messages will stop sending and user access will be immediately removed.",
   "supports": "cancelling takes effect immediately"
  },
  {
   "id": "s6",
   "url": "https://docs.customer.io/accounts/billing/canceling/",
   "title": "Canceling your account",
   "publisher": "vendor",
   "quote": "contact your Customer Success Manager (CSM) to cancel your account.",
   "supports": "Premium and Enterprise plans cancel through their CSM"
  },
  {
   "id": "s7",
   "url": "https://docs.customer.io/accounts/billing/canceling/",
   "title": "Canceling your account",
   "publisher": "vendor",
   "quote": "Your account data will be scheduled for deletion after 60 days.",
   "supports": "data deletion after 60 days"
  },
  {
   "id": "s8",
   "url": "https://docs.customer.io/accounts/billing/canceling/",
   "title": "Canceling your account",
   "publisher": "vendor",
   "quote": "Please make sure you've saved any information you need before you cancel.",
   "supports": "save data before cancelling"
  },
  {
   "id": "s9",
   "url": "https://docs.customer.io/accounts/billing/canceling/",
   "title": "Canceling your account",
   "publisher": "vendor",
   "quote": "If you would like to restart your account then please reach out to our billing team at billing@customer.io.",
   "supports": "restarting a cancelled account"
  },
  {
   "id": "s10",
   "url": "https://customer.io/legal/terms-of-service/",
   "title": "Customer.io Terms of Service",
   "publisher": "vendor",
   "quote": "unless you provide thirty (30) days prior written notice, your subscription will automatically renew",
   "supports": "auto-renewal and the 30-day notice"
  },
  {
   "id": "s11",
   "url": "https://customer.io/legal/terms-of-service/",
   "title": "Customer.io Terms of Service",
   "publisher": "vendor",
   "quote": "You may terminate your use of the Services, any Service Order and this Agreement by providing written notice of termination to Customer.io",
   "supports": "terminating by written notice"
  },
  {
   "id": "s12",
   "url": "https://customer.io/legal/terms-of-service/",
   "title": "Customer.io Terms of Service",
   "publisher": "vendor",
   "quote": "you will remain liable for all Fees for the remainder of the then-current Subscription Term.",
   "supports": "fees for the rest of the term"
  },
  {
   "id": "s13",
   "url": "https://customer.io/legal/terms-of-service/",
   "title": "Customer.io Terms of Service",
   "publisher": "vendor",
   "quote": "Any Fees paid hereunder are non-refundable, unless otherwise required by law.",
   "supports": "refunds"
  },
  {
   "id": "s14",
   "url": "https://customer.io/legal/terms-of-service/",
   "title": "Customer.io Terms of Service",
   "publisher": "vendor",
   "quote": "and if to Customer.io, to legal@Customer.io or when delivered in person by nationally recognized overnight courier",
   "supports": "where notices to Customer.io go"
  },
  {
   "id": "s15",
   "url": "https://customer.io/legal/terms-of-service/",
   "title": "Customer.io Terms of Service",
   "publisher": "vendor",
   "quote": "Upon any termination, your right to use the Services and access Data through the Services will immediately cease.",
   "supports": "access ends on termination"
  },
  {
   "id": "s16",
   "url": "https://docs.customer.io/accounts/billing/how-we-bill/",
   "title": "How we bill",
   "publisher": "vendor",
   "quote": "If you have a premium or enterprise plan, you can choose to pay annually.",
   "supports": "annual billing on Premium and Enterprise"
  },
  {
   "id": "s17",
   "url": "https://docs.customer.io/accounts/billing/how-we-bill/",
   "title": "How we bill",
   "publisher": "vendor",
   "quote": "If you go over your allotted number of profiles or emails, we charge you for the overages.",
   "supports": "overage charges"
  },
  {
   "id": "s18",
   "url": "https://docs.customer.io/accounts/billing/how-we-bill/",
   "title": "How we bill",
   "publisher": "vendor",
   "quote": "If you have a premium or enterprise plan, you're charged for overages on a monthly basis",
   "supports": "overages billed monthly on Premium and Enterprise"
  },
  {
   "id": "s19",
   "url": "https://customer.io/pricing/",
   "title": "Customer.io pricing",
   "publisher": "vendor",
   "quote": "Early-stage companies get a full year free through our Startup Program.",
   "supports": "the Startup Program"
  },
  {
   "id": "s20",
   "url": "https://customer.io/contact",
   "title": "Contact Customer.io",
   "publisher": "vendor",
   "quote": "Chat with us to resolve account and billing issues.",
   "supports": "chat for account and billing issues"
  },
  {
   "id": "s21",
   "url": "https://docs.customer.io/messaging/people/manage/exporting-users/",
   "title": "Export data for multiple people",
   "publisher": "vendor",
   "quote": "You can export data for a group of users to a CSV.",
   "supports": "people export to CSV"
  },
  {
   "id": "s22",
   "url": "https://docs.customer.io/messaging/people/manage/exporting-users/",
   "title": "Export data for multiple people",
   "publisher": "vendor",
   "quote": "Export to CSV",
   "supports": "the export menu on the People page"
  },
  {
   "id": "s23",
   "url": "https://docs.customer.io/messaging/people/manage/exporting-users/",
   "title": "Export data for multiple people",
   "publisher": "vendor",
   "quote": "After 60 days, the export expires, and we delete it from your workspace.",
   "supports": "exports expire after 60 days"
  }
 ],
 "verification": {
  "level": "docs",
  "checked_on": "2026-10-08",
  "by": "stackcut-research",
  "unverified": [
   "Customer.io's docs don't name the cancel button or describe a confirmation screen or email",
   "Whether a final overage bill is charged after cancelling isn't stated in Customer.io's billing docs"
  ],
  "review": {
   "by": "stackcut-review",
   "on": "2026-10-08",
   "result": "fixed",
   "notes": [
    "Added the self-serve route from Customer.io's own Canceling your account doc: Essentials and Startup plans cancel at the bottom of the Plans & Billing page, by an Account Admin or a Member with billing access",
    "Recast the written-notice route as Premium and Enterprise plans, which cancel through their Customer Success Manager, with the Terms' 30-day notice, fees and notice address",
    "Fixed after_cancel: sending and access stop immediately; account data is deleted after 60 days (it had said retention wasn't stated)",
    "Added a people CSV export and overage billing; dropped the free-trial data note",
    "Set sign_in_needed to true and level to docs"
   ]
  }
 },
 "page": "https://stackcut.io/cancel/customer_io",
 "json": "https://stackcut.io/exits/customer_io.json",
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  "verification": "docs",
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    "route_id": "customer-io--direct-web--r1",
    "channel": "direct_web",
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 },
 "license": "CC-BY-4.0",
 "credit": "Stackcut Exits (https://stackcut.io/cancel), CC BY 4.0"
}