How to Cancel Klaviyo: Complete Guide

What is Klaviyo

Klaviyo is a marketing automation and customer data platform used by ecommerce and retail brands to send targeted email and SMS messages, track customer behaviour, and build personalised campaigns. The platform charges for email and mobile message capacity and for additional service modules such as analytics, customer hub and helpdesk. Klaviyo publishes tiered plans and optional add-ons that scale with active profiles and message volume, and its commercial pages list core pricing benchmarks and product modules.

How cancellations typically work for Klaviyo

Klaviyo’s billing model links charges to plan type and active profile counts; common plan types include a free tier, an email plan and an email plus mobile plan. Published starting prices appear in US dollars on Klaviyo’s site, with specific allowances for SMS credits noted for local carriers. When a plan change or cancellation occurs, the platform’s public guidance explains that paid features stop at the chosen end date and future billing is disabled.

In practice, users report two common timing behaviours: cancellation can be applied to end at the close of the current billing period or to take effect immediately; flows and scheduled sends stop when paid features are disabled; and account data is typically retained for possible reactivation unless the account is closed and deleted. Several independent guides echo that Klaviyo does not routinely issue prorated refunds for unused time, and that monthly and annual billing treatments differ.

Customer experiences with cancellation

What users report

Feedback collected from review platforms and discussion forums shows a mix of experiences. Some businesses report a straightforward cancellation with no further billing and a smooth retention of historical data. Others report disputes over post-cancellation charges, automatic tier upgrades tied to active-profile counts, and slow or unsatisfactory responses to billing queries.

Independent writeups and how-to guides used by businesses highlight that many users find it important to note exactly when the billing cycle ends and to review invoices after cancellation to confirm no further charges appear. Several community posts emphasise that account settings and billing behaviours can lead to unexpected automatic upgrades if lists expand or if suppression rules are not applied consistently.

Recurring issues and practical takeaways

Reports cluster around a few repeat issues: billing surprises due to active-profile counting; limited or delayed support responses for billing disputes; and confusion about whether partial-period refunds are available. Trustworthy complaint sites show users focused on higher-than-expected invoices and on the need to document every step of the cancellation.

Practical takeaways from the user reports: verify how active profiles are counted on your plan; check whether SMS credits or other add-ons have separate billing rules; monitor the invoice immediately after the billing date; and retain all cancellation confirmations and invoice snapshots for any dispute.

Pricing and plan comparison (converted to AUD, approx)

Klaviyo lists its base plan benchmarks in US dollars; the table below converts those starting figures to AUD using a mid-market rate for clarity. Converted amounts are approximate and may vary with your bank or card provider’s exchange rate and fees.

Feature comparison

Key legal and billing points to know for Klaviyo

Contracts and automatic renewals: Klaviyo’s billing is subscription-based and can auto-bill at renewal. If your contact count or usage increases, the platform’s pricing logic may automatically move the account to the next tier. This means charges can change without a separate manual order.

Refunds and proration: Public guidance and practitioner notes indicate that prorated refunds for unused time are not typically available as a default; many users are advised to time cancellations to the end of a billing period to avoid paying for unused days. If a refund is needed, it is often handled on a case-by-case basis.

Who can act on an account: Billing and closure actions are usually restricted to account owners or admins under Klaviyo’s account model. This means organisations should ensure the right person or role is authorised and that confirmation records include the account name and administrator details.

Your consumer rights and contractual protections

Under Australian consumer law, typical online subscriptions for digital services do not automatically carry a general cooling-off right unless the sale was unsolicited or specific statutory conditions apply. If your circumstances involve an unsolicited agreement or a breach of mandatory pre-contract disclosures, cooling-off protections can apply. For subscription disputes, the ACCC and state consumer bodies provide guidance on automatic renewals, contract transparency and unfair terms. This affects how you approach a billing dispute with Klaviyo.

Documentation checklist

• Account ID and owner name: Capture the exact account name and the owner or admin details displayed on invoices.
• Invoice snapshots: Save the most recent invoices and any relevant historical invoices showing charges and plan tiers.
• Billing cycle dates: Record the start and end date of the charging period that covers your cancellation window.
• Active profile counts: Archive screenshots or export reports that show profile counts on the billing date.
• Add-on details: Note any SMS credits, analytics or module subscriptions and their separate billing terms.
• Data export records: Export campaign assets, contact lists and analytics before any irreversible deletion.
• Proof of cancellation request: Keep any confirmation codes, reference numbers or dated replies from the provider for evidence.
• Payment method records: Keep bank or card statements showing the dates and amounts of charges in case of dispute.

How to approach a billing dispute or refund request

Start with clear documentation: present the invoice, the date you requested account change, and any evidence of active profile counts that led to the charge. If you think a charge is incorrect, raise the dispute promptly and keep a timeline of all interactions.

If the provider declines a refund, consider escalating through your card issuer or bank to question an unauthorised or incorrect recurring charge. Chargeback processes have strict time windows and require supporting evidence such as dated invoices and cancellation confirmation. Independent submissions and consumer complaints to relevant regulators may be options if you suspect unfair contract terms or misleading renewal disclosures.

Common pitfalls to avoid

• Timing the cancellation: Cancelling part way through a billing period can leave you paying for unused time if the provider’s policy does not prorate.
• Unaware auto-upgrades: Growth in active profiles can trigger higher tiers automatically; monitor profile counts near billing dates.
• Lost confirmations: Not saving a confirmation or reference number makes disputes harder to prove.
• Data loss: Closing or deleting an account without exporting templates and analytics can cause permanent loss of marketing assets.
• Third-party billing: If you paid via an app store, payment processor or reseller, billing rules and refund paths may differ.

Address

• Address: Klaviyo Australia Pty Ltd ACN 654 057 495 Level 40, 2-26 Park Street Sydney NSW 2000, Australia

What to do after cancelling Klaviyo

After a cancellation takes effect, verify that no further charges appear on your payment method and retain final invoices for at least 12 months. Confirm that scheduled campaigns and flows are inactive and verify any paused automations remain non-sending. Keep exports of contact lists and campaign assets for reactivation or migration.

Plan next steps for continuity: update any landing pages, unsubscribe flows or integrations that relied on Klaviyo; choose an alternative platform if required and test deliverability before moving high-volume campaigns back into production. If a dispute remains unresolved, lodge a formal complaint with your payment provider and consider contacting relevant consumer authorities.