Cancellation service N°1 in Malta
Contract number:
To the attention of:
Cancellation Department – Hotjar
Hotjar Ltd, Dragonara Business Centre, 5th Floor, Dragonara Road
STJ 3141 St Julian's
Subject: Contract Cancellation – Certified Email Notification
Dear Sir or Madam,
I hereby notify you of my decision to terminate contract number relating to the Hotjar service. This notification constitutes a firm, clear and unequivocal intention to cancel the contract, effective at the earliest possible date or in accordance with the applicable contractual notice period.
I kindly request that you take all necessary measures to:
– cease all billing from the effective date of cancellation;
– confirm in writing the proper receipt of this request;
– and, where applicable, send me the final statement or balance confirmation.
This cancellation is sent to you by certified email. The sending, timestamping and integrity of the content are established, making it equivalent proof meeting the requirements of electronic evidence. You therefore have all the necessary elements to process this cancellation properly, in accordance with the applicable principles regarding written notification and contractual freedom.
In accordance with the Consumer Rights Act 2015 and data protection regulations, I also request that you:
– delete all my personal data not necessary for your legal or accounting obligations;
– close any associated personal account;
– and confirm to me the effective deletion of data in accordance with applicable rights regarding privacy protection.
I retain a complete copy of this notification as well as proof of sending.
Yours sincerely,
16/01/2026
Cancellation Hotjar: Easy Method
What is Hotjar
Hotjar is a web-based analytics and user-feedback service that records visitor behavior (heatmaps, session recordings) and collects responses (surveys, feedback widgets) to help teams understand how users interact with their websites. It is a subscription service billed through Hotjar’s web app and is commonly used by marketers, product managers, and UX teams to identify usability issues and improve conversions.
How to cancel Hotjar
- Only the Account Owner can change or cancel a subscription. To stop paid billing without deleting your account, sign into the Hotjar web app and go to Billing → Subscriptions → Manage subscriptions → Change plan, then select the free "Basic" tier (Observe Basic or Ask Basic). The downgraded plan remains active until the end of your current billing cycle.
- If you want to permanently remove the account and all data, the Account Owner can go to My Details → Delete Your Hotjar Account; deletion is immediate and irreversible.
- If you are seeking a refund as a new customer, cancel in-app before the renewal date and then contact Hotjar support (see links below) to request the 30‑day money‑back guarantee.
- Subscription management is web-based; there is no evidence Hotjar subscriptions are cancellable via the Apple App Store or Google Play Store, so do not rely on app-store controls for Hotjar billing.
What happens when you cancel
When you downgrade to the free Basic plan, your paid features remain available until the current billing cycle ends; Hotjar does not immediately terminate paid access on downgrade. If you choose to delete your Hotjar account via My Details, deletion happens immediately and permanently removes the account and all stored data.
Downgrading does not automatically generate a refund. Deleting the account does not guarantee a refund either; refund eligibility follows Hotjar’s published refund policy and timelines. If you leave tracking code on your site after downgrade or deletion, it will stop collecting data for paid features according to the account status - remove the code if you no longer want any Hotjar activity.
Will I get a refund?
Hotjar offers a 30‑day money‑back guarantee for new customers: if you cancel within the first 30 days of a new subscription (monthly or annual), a full refund may be possible, but you must cancel in‑app before the renewal date and then contact Hotjar support to request the refund. After a subscription has renewed, Hotjar’s policy states no refunds are granted for partially used days, months, or recurring subscriptions canceled post‑renewal.
If you note erroneous GST charges (or other tax issues) in Canada, Hotjar may issue a partial refund or credit note if reported within the same quarter; they cannot regenerate the original invoice but can issue a credit adjustment. Always contact Hotjar support promptly and keep transaction records when disputing charges. See Hotjar’s refund policy for details: Hotjar Refund Policy.
Hotjar plans and pricing
| Plan | Price | Period | Features / Notes |
|---|---|---|---|
| Annual (USD $149) | C$238 (approx, pre-tax) | Annual | Standard paid plan billed in USD; CAD amount based on exchange rate |
| Annual (~20 CAD/month equivalent) | C$244.40 (annual total) | Annual | User-reported actual charge in CAD for an annual plan |
Hotjar bills primarily in USD and does not publish retail prices in CAD; the final CAD charge on your card will reflect the exchange rate and any applicable taxes (GST). The above figures are examples reported by users and are approximate; consult your billing statement for exact charges.
Your consumer rights in Canada
Under Canadian consumer protection practices, digital subscription services commonly provide a cooling‑off or refund period; Hotjar’s 30‑day money‑back guarantee for new subscribers aligns with that expectation. If you believe Hotjar’s policies have been applied unfairly - such as refusing a proportional refund after a renewal or making the service unusable after renewal - you may pursue recourse with your card issuer (chargeback) or your provincial consumer protection agency.
Because Hotjar charges GST for Canadian customers, incorrect GST application should be raised promptly (within the same quarter) so Hotjar can issue adjustments or credit notes consistent with tax practice. Keep receipts and correspondence to support any tax or refund claim.
Customer experiences
Reviews are mixed. Many users praise Hotjar for easy integration (including Shopify), intuitive heatmaps and session recordings, and useful UX insights - Capterra reviews show generally high ratings in Canada for usability and value. Other reviewers (for example on Trustpilot) report frustrations with customer support response times, difficulties obtaining refunds or navigating in‑app upgrade flows, and dissatisfaction over pricing changes or perceived sudden price increases. Some users also report limitations with recording certain traffic types and gaps in documentation. These experiences suggest Hotjar is powerful for UX research but that billing and support edge cases can be a pain point for some customers.
Documentation checklist
- Account Owner name and email (confirm you are the Account Owner)
- Subscription invoices and payment receipts (dates, amounts, currency)
- Screenshot of your current plan page and Billing → Subscriptions page
- Cancellation confirmation screenshots or emails from Hotjar
- Support correspondence (ticket numbers, dates) if you requested a refund
- Payment method details or card statement lines for charge disputes
- If sending written notice, proof of posting (registered mail receipt / tracking number)
Common mistakes
Common errors include attempting to cancel from a non‑owner account (only the Account Owner can change plans), waiting until after a renewal to request a refund (Hotjar’s policy disallows refunds after renewal in most cases), and assuming app‑store subscription controls apply - Hotjar billing appears to be managed through its web app, not the Apple App Store or Google Play. Another frequent mistake is not saving cancellation confirmation and support ticket details, which makes refunds or disputes harder to prove.
Also avoid removing the Hotjar tracking code before downgrading if you need session recordings or data for support evidence; conversely, if you wish to stop all tracking immediately, remove the code and document that change.
Comparative recap
| Method | Refund | Difficulty |
|---|---|---|
| Downgrade to Basic via web app (Billing → Subscriptions) | Refund only if within 30‑day new‑customer window and you contact support; otherwise no | Easy |
| Delete account via My Details → Delete Your Hotjar Account | No automatic refund; refund possible only under 30‑day policy if conditions met | Moderate (irreversible action) |
| Request refund (cancel in‑app + contact support within 30 days) | Full refund possible for new subscriptions if conditions met | Moderate (requires timely action and support correspondence) |
| Attempt cancellation via App Store / Google Play | Not applicable / unlikely to work (Hotjar billing is web-based) | High (unsupported path) |
After cancelling
After you downgrade or delete an account, keep the following steps in mind: export any data you need before deletion, remove or disable Hotjar tracking code from your site if you want to stop all activity immediately, and monitor your bank or card statement for any unexpected charges. If you requested a refund, track support ticket responses and keep copies of all correspondence.
Helpful Hotjar articles: cancellation guide (How to Cancel your Hotjar Plan), account deletion (How to Delete Your Hotjar Account), and the refund policy (Hotjar Refund Policy). For billing or refund help, contact Hotjar support via the Help Center linked in those articles.
Address
If you prefer written notice, send it by registered mail (raccomandata A/R) to ensure proof of delivery. Address correspondence to:
Hotjar Ltd
Dragonara Business Centre, 5th Floor
Dragonara Road, Paceville
St Julian's STJ 3141
Malta, Europe