How to Cancel Confluence: Complete Guide

What is Confluence

Confluence is a collaborative workspace product from Atlassian that organisations use to create, organise and share documentation, knowledge bases and team pages. It is offered as a cloud subscription (multiple tiers), a managed Data Center product for self-hosting, and enterprise options for large deployments.

Atlassian lists Free, Standard, Premium and Enterprise tiers with tiered feature differences such as storage limits, support levels and admin controls. The cloud product is billed either monthly or annually and is priced per user or per user tier; features include page and space controls, automation, analytics and AI search capabilities on paid tiers.

Notes: listed monthly figures are converted from the provider’s published unit prices and shown as approximate A$ amounts; exact invoiced currency and amounts may depend on billing arrangements and reseller contracts.

How cancellations typically work for confluence subscriptions

Subscription terms for Confluence cloud include monthly and annual billing cycles and a stated minimum term of one month for cloud subscriptions; annual purchases are billed up front for a 12-month term and renew on the chosen cadence.

Proration and refund outcomes depend on whether a subscription is monthly or annual, whether a renewal has already been processed, and whether a contractual or statutory remedy applies. Atlassian’s public material notes the availability of refunds in certain circumstances for cloud products; the supplier also distinguishes between cloud, data centre and enterprise licensing in its billing rules.

Typical elements to expect: access ordinarily continues until the end of the current billing period; monthly plans are usually computed on a per-user basis; annual plans use user tiers and may require payment of the full year unless a contractual right or law provides otherwise.

Customer experiences with cancellation

What users report

Public user feedback collected from review platforms and community forums shows two recurring themes: (1) disputes about unexpected renewals or charges, and (2) frustration with deletion or account closure steps. Several reviewers report difficulty obtaining timely refunds after renewals.

Community threads and reviews also contain practical tips from users about monitoring billing statements and retaining proof of account settings and communications. Some organisations report that large or enterprise accounts have more tailored billing interactions and reseller options.

Recurring issues and practical takeaways

Recurring issues identified by users include: unclear renewal reminders, perceived opacity in pro-rata refunds for annual renewals, and administrative hurdles when attempting to remove or deprovision sites or users. These reports suggest attention to timing, record keeping and contract terms is important.

Practical takeaways derived from user reports: retain billing invoices and change logs, check the exact date of any renewal, and review the licence tier and number of billed seats since user-count changes can drive unexpected charges.

Consumer rights and legal framework relevant to confluence

Consumer guarantees and unfair practice safeguards under consumer law apply to digital subscriptions where the service fails to meet statutory standards such as fitness for purpose or acceptable quality. Remedies can include repair, replacement or refund for major failures; minor failures may require repair or correction.

Regulatory guidance emphasises clear disclosure of renewal terms and easy cancellation mechanisms; enforcement actions in this jurisdiction have targeted businesses that make renewals or early termination fees difficult to understand or access. Consequently, a supplier’s published refund and renewal terms should be assessed against these obligations when considering a dispute.

Documentation checklist

• Subscription agreement: copy of the terms and conditions or licence relevant to your Confluence site.
• Invoice records: copies of invoices and payment receipts showing dates, amounts and billed currency.
• Billing history: evidence of seat counts and any user-count changes near renewal dates.
• Access logs: dates of service access if you need to show non-use after renewal.
• Communications log: dates and content summaries of any correspondence or case/reference numbers from the provider.
• Account ownership data: name of the billing contact, site admin and organisational identifiers on the account.

Common pitfalls and contractual traps with confluence subscriptions

Automatic renewals and tiering: annual tiered billing can lead to higher renewal invoices if seat counts are calculated differently at renewal. Check how the provider determines the applicable tier on renewal.

No general right to change-of-mind refunds: statutory consumer guarantees do not create a general change-of-mind refund right for digital subscriptions; remedies focus on service failures or misrepresentation. Nevertheless, some suppliers maintain discretionary grace or refund policies after renewal.

Data and account deletion: account deletion and data retention policies can be operationally separate from billing; understand how long content remains accessible and whether deletion steps require administrative prerequisites. User reports highlight delays or complexity when closing a site or deleting content.

How refunds, proration and credits are usually handled for confluence

Refunds may be available if the provider concedes a major failure, if a refund policy applies within a short post-renewal window, or if local law requires a remedy. Providers often differentiate between monthly and annual billing for refund calculations.

Proration for partial periods is commonly applied to monthly plans where a user count change reduces liability mid-period; annual bills are usually less likely to be prorated unless the contract or policy expressly allows it. Check invoicing notes for references to proration or billing adjustments.

Disputes, chargebacks and escalation for confluence billing issues

Begin by assembling documentation demonstrating the charge and the basis for your dispute, such as an incorrect renewal amount or misapplied user count. If contract terms are breached or the product has a major failure, statutory remedies may be claimed against the supplier.

Where a dispute is not resolved, options include a formal complaint to the provider, raising the issue with a payments provider depending on the payment method, or seeking assistance from a consumer protection agency if conduct appears misleading or unfair. Keep records of all escalation steps and timeframes.

Practical expectations after a cancellation request for confluence

Most subscribers will retain access until the end of the current paid period; account or site deletion may be scheduled separately and can require administrative steps for content export or transfer. Allow time for any contractual notice period to elapse before assuming finalisation.

Refund processing times vary by payment method and provider policy; if a refund is granted expect a processing delay and ensure you keep the original transaction records for reconciliation.

Pricing and plan comparison

Prices shown are approximate conversions from the provider’s published unit prices and may vary with invoicing currency, resellers and exchange margins. Confirm the invoiced currency and any applicable taxes or fees on your invoice.

Address

• Address: Level 6, 341 George Street, Sydney, NSW 2000, Australia

What to do after cancelling confluence

After a cancellation has been processed, export or archive any content you must retain for operational or compliance reasons and verify the retention period the supplier applies to deleted sites. Confirm which users retain access and whether any linked services or marketplace apps remain active.

Reconcile your financial records by checking that any agreed refunds or credits appear on subsequent statements. If a dispute remains unresolved, escalate with a regulator or consumer protection body and provide the documentation checklist items to support your case.