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Cancellation Hotjar: Easy Method
What is Hotjar
Hotjar in plain terms
Hotjar is a web analytics and user behaviour tool used by businesses to study what visitors do on a website. It is known for heatmaps, session recordings, feedback widgets, and on-page surveys. Hotjar started in 2014 and is now part of Contentsquare, with Hotjar based in Malta and sold as a subscription SaaS product.
For Malaysian users, the key point is simple: this is not a one-time software purchase. It runs on a recurring plan, usually monthly or annual, and a 14-day free trial can turn into a paid subscription if you do not cancel before the trial ends. That catches people off guard sometimes, especially when the billing page is not very obvious.
What people actually pay for
Most paying users subscribe for higher traffic limits, longer data retention, unbranded widgets, more seats, and broader analytics features. The free tier already includes up to 20,000 monthly sessions, unlimited heatmaps, session recordings, and 1 month of data storage, which is enough for many smaller sites.
The paid jump starts with Observe Plus at RM219.00 monthly based on the research pricing set used here. Higher tiers such as Pro and Enterprise move into sales-led pricing, which usually means custom quotes, custom limits, and more negotiation. If your team only needs basic heatmaps, paying more can feel overkill lah.
How Hotjar works in Malaysia
Hotjar does not publish a Malaysia-specific cancellation address in the verified material, and cancellation is mainly handled inside the online account. Support is available by email through the Help Center at [email protected], with no live chat and no listed phone number. Support is described as 24/7.
Pricing shown in public sources may not always be localised neatly for Malaysia, so some pages may show foreign currency or custom quotes. For this guide, all figures are shown in RM, and where alternatives use foreign pricing, the original amount is shown together with an approximate RM equivalent so you can compare properly.
How to cancel Hotjar without getting billed again
Checks to do before you click cancel
Many Hotjar users get frustrated because the steps are not obvious, and some only realise a charge has gone through after the renewal date. Before cancelling, check your next billing date, confirm who the Account Owner is, and take a screenshot of your current plan page. Hotjar says the Account Owner must submit the cancellation inside the app for refund eligibility within its 30-day money-back window (help.hotjar.com).
You should also export anything you need before downgrading to Basic. Hotjar says captured data is retained for 365 days from the date of capture and then deleted automatically, including backups, and cannot be retrieved afterward (help.hotjar.com). Save recordings, reports, heatmap exports, billing invoices, and your plan details before making changes.
- Open your billing page and note the renewal date.
- Confirm you are logged in as the Account Owner.
- Take screenshots of the current plan, price, and subscription status.
- Download reports or exports you may need later.
- Check whether your subscription was bought direct, through App Store, or through Google Play.
The exact web cancellation path inside your account
If you subscribed directly with Hotjar, the main cancellation route is through the web account. The click path from Hotjar’s own help article is: log in, click your profile image, choose Billing, open Subscriptions, click Manage subscriptions, then click Change plan next to the subscription you want to stop. In the next window, select the Basic plan, click Change plan, and continue through the confirmation screens (help.hotjar.com).
This wording matters because Hotjar frames cancellation as a downgrade to Basic, not as a big red Cancel button. That is where people can get confused. If you stop halfway and do not reach the final confirmation screens, your paid plan may still remain active.
The official cancellation help page is here: Hotjar cancellation instructions. If the Help Center feels messy to navigate, open that page directly and follow the exact sequence there. Local user feedback shows this is one of the common pain points.
If you subscribed through App Store or Google Play
If the charge comes through Apple or Google instead of directly from Hotjar, cancel through the same store. Do not waste time trying to cancel only inside Hotjar if your billing is handled by the store. That mismatch is a classic mistake and can lead to another renewal.
For App Store on iPhone or iPad, open App Store, tap your profile icon at the top right, choose Subscriptions, select Hotjar, then tap Cancel Subscription (support.apple.com). For Google Play on Android, open Google Play Store, open the menu, choose Subscriptions, select Hotjar, then tap Cancel Subscription (support.google.com).
Email support and registered post as backup options
Hotjar lists [email protected] for support via the Help Center and does not list a phone number or live chat. If you cancel in the account, send a short follow-up email with your workspace name, billing email, cancellation date, and screenshot. This gives you a paper trail in case confirmation is delayed, which some users have reported.
Registered mail is not the main route because no clear Malaysia cancellation address was found in the verified sources. Still, if you need proof of a dispute timeline, a formal written notice can help. Some users now use a certified digital letter service such as Postclic instead of physical registered post because it creates timestamped proof of sending, receipt, and opening.
After you cancel, what changes on your account
Access and billing after cancellation
Hotjar subscriptions are typically set up to renew unless you cancel before the renewal date. There is no stated early termination fee in the supplied terms data, and no minimum commitment duration was found for monthly or annual billing. In practice, cancelling stops the next renewal rather than clawing back the current paid period.
If you cancel by switching to Basic before renewal, you generally keep paid access until the end of the current billing cycle, then the account moves to Basic. If you miss the renewal date, Hotjar’s refund policy says no refund will be provided for recurring subscriptions cancelled after renewal (help.hotjar.com). That is the bit that causes the most anger.
Your data, reports, and workspace history
Hotjar states that after cancellation, data is retained for 365 days from the date of capture. After that, the data is automatically deleted from Hotjar servers, including backups, and cannot be recovered (help.hotjar.com). This applies to the entire report, not just future captures.
That means you should not treat cancellation as a backup plan. Export heatmaps, recordings, feedback results, and invoices before you downgrade. For an agency or in-house product team, losing a year of behaviour data because nobody downloaded it is a very real and expensive mistake.
Hotjar refund policy and the reality of getting money back
What Hotjar says about refunds
Hotjar offers a 30-day money-back guarantee for new customers who cancel within the first 30 days of starting a new monthly or annual subscription. To get a full refund, the Account Owner must submit the cancellation within the app before the renewal date (help.hotjar.com). If cancellation happens after renewal, Hotjar says no refund will be provided.
Hotjar also says there are no refunds for partially used days or months of any subscription. So if your annual plan renews today and you cancel tomorrow, the policy says no pro-rated refund. For VAT or GST charged in error, Hotjar says you may be entitled to a partial refund if you contact them within the same quarter, and they can issue a credit note even though they cannot regenerate the invoice (help.hotjar.com).
Your rights in Malaysia and when they help
For Malaysia, do not assume a blanket 14-day cooling-off right for every online SaaS subscription. The Consumer Protection Act 1999 applies broadly to consumer transactions, but the specific cooling-off rules commonly discussed in Malaysia are tied to direct sales and certain contract types under the Direct Sales and Anti-Pyramid Scheme Act 1993, which gives 10 working days for covered direct sales contracts.
For a service like Hotjar, which is typically an online self-serve SaaS product, the practical refund route is usually the company policy first, then a complaint route if there is unfair charging, misleading renewal handling, or an unauthorised recurring charge. If you were billed after a confirmed cancellation, that is where KPDN and your bank matter more than a generic cooling-off argument.
How to ask for a refund properly
The best shot is to cancel inside the Hotjar account first, then email [email protected] on the same day. Include your account email, workspace name, invoice number, transaction date, amount in RM, and screenshots showing the cancellation flow and current status. Ask clearly whether you are seeking a full refund under the 30-day money-back guarantee or a billing correction due to an error.
If you paid through App Store or Google Play, use the store billing route as well because store subscriptions are often controlled there. Keep every receipt and date. If support does not answer, follow up within 48 hours and keep the email thread intact.
Card dispute and chargeback in Malaysia
If Hotjar ignores a valid complaint or a recurring charge appears after cancellation, ask your card issuer for a chargeback or to dispute an unauthorised recurring card transaction. In Malaysia, this usually falls within the bank’s dispute process and card-network rules, commonly around 60 to 120 days from the transaction date or from when you discovered the issue. The wider complaint-handling framework sits under Bank Negara Malaysia and the Financial Services Act 2013 or Islamic Financial Services Act 2013.
Use chargeback as a last resort, not as your opening move. Banks usually want proof such as the cancellation screenshot, invoice, merchant emails, and bank statement line. If you paid with Apple or Google billing, start with the store dispute path before escalating to the bank.
Hotjar terms that matter before and after cancellation
Free trial, renewal, and commitment rules
Hotjar offers a 14-day free trial for new customers. After that trial, users are automatically moved to a paid subscription unless they cancel before the trial ends. If you started the trial for testing and forgot the date, that is the exact setup that can produce an unwelcome charge.
The supplied terms data does not specify a minimum commitment duration, which means users can generally cancel before the next billing date whether they are on monthly or annual billing. The terms data also says the service does not explicitly spell out an auto-renewal clause, but subscriptions are typically set to renew unless the user cancels before renewal.
Data retention and dispute points
After cancellation, Hotjar keeps captured data for 365 days from the date of capture, then deletes it automatically from servers and backups (help.hotjar.com). If your team needs historical trend comparisons, export before the downgrade. Once that deletion window passes, retrieval is not available.
The supplied terms data also says the dispute process is not set out in detail and users are encouraged to contact support for assistance. The applicable law is not clearly specified in the terms data provided here, although Hotjar is based in Malta. For Malaysian users, that means your most practical evidence trail is your billing record, email thread, and proof of cancellation timing.
Hotjar plans and pricing in Malaysia
Current plan table
Plan | Price (MYR) | Billing period | Main features |
|---|---|---|---|
Free | RM0.00 | Monthly | Up to 20,000 sessions, unlimited heatmaps, recordings, 1 month storage |
Observe Plus | RM219.00 | Monthly | Higher daily sessions, longer storage, no branding, unlimited seats |
Pro | Contact sales | Custom | Advanced analytics, higher traffic, longer retention |
Enterprise | Contact sales | Custom | Maximum retention, priority support, custom integrations |
Which plan is likely overkill
The cheapest paid option in the supplied data is Observe Plus at RM219.00 monthly, while Pro and Enterprise require a sales quote. For many Malaysian SMEs, the free plan is already generous enough for testing UX issues on a modest site. If you are only checking scroll depth and a few recordings, paying RM219.00 every month may not be senang on the budget.
The most expensive plans are the custom tiers because they bundle more retention, traffic capacity, and support. If your site traffic is not high and your team rarely checks recordings, moving back to Free or switching tools can cut costs fast without much loss.
Billing notes and price context
No separate cancellation fee was found in the supplied policy material, and no early termination fee was identified. The bigger financial risk is not a penalty fee but missing the renewal date and losing the chance of a refund. That is why the exact billing date matters more than anything else.
If you are comparing alternatives, here are rough references using the supplied data and approximate conversions. Plausible starts from $9.00 (RM42), Grafana Cloud starts from $8.00 per user per month (RM37), Mouseflow starts from $31.00 monthly (RM145), while Microsoft Clarity is free at RM0.00. Those are useful reality checks if your Hotjar usage is light.
What Malaysian consumer rights can actually do for your Hotjar dispute
Which laws matter here
For Malaysia, the main baseline law is the Consumer Protection Act 1999. For cooling-off rights, the more specific rule comes from the Direct Sales and Anti-Pyramid Scheme Act 1993, which gives 10 working days for covered direct sales contracts. That rule is useful if the sale falls into that category, but many online SaaS subscriptions like Hotjar may not fit neatly into a standard direct sales scenario.
So for Hotjar, the practical rights issue is usually unfair or disputed billing rather than a universal right to cancel any online subscription within a fixed number of days. If a charge appears after you cancelled, or if the billing presentation was misleading, you can complain to KPDN and, where appropriate, take a claim to the Tribunal for Consumer Claims Malaysia, known as TTPM.
How to complain if Hotjar does not sort it out
Start with a written complaint to Hotjar support and keep the evidence. Include the invoice, your cancellation screenshot, the date and time, and your bank statement showing the disputed charge. Give Hotjar a short deadline such as 7 calendar days to respond.
If nothing moves, file a complaint with KPDN and prepare a TTPM claim if there is a quantifiable loss. Your complaint should be factual: when you subscribed, when you cancelled, how much was charged, and why you say the charge is wrong. Do not send a long emotional story. Clear records work better.
Useful Malaysian authorities and contacts
KPDN is the Ministry of Domestic Trade and Cost of Living, and TTPM is the consumer claims tribunal used for practical disputes. Since the verified source set supplied for this article does not include an official KPDN or TTPM page, use the official government websites directly when filing. Prepare your NRIC details, billing emails, transaction proof, and screenshot bundle before you submit.
If your bank card was used, you can also complain through your issuing bank’s dispute channel under Bank Negara Malaysia’s complaint-handling framework. That route is especially relevant for recurring charges that continue after cancellation or for transactions you did not authorise.
What customers say about cancelling and refunds
The overall pattern is more negative than positive
Overall rating trend: 0 positive and 5 negative reviews out of 5 unique reviews. Based on the supplied review set, cancellation and refund handling look difficult rather than smooth. The main complaints are no refund after renewal, confusing support paths, and charges continuing or being hard to stop.
That said, the product itself still has recognised strengths outside cancellation, especially heatmaps, recordings, and behaviour insight tools. The problem in this section is not whether Hotjar can analyse a site well. The problem is whether support and billing feel fair when you want out.
Theme | Frequency | Typical example |
|---|---|---|
Refund refusal | High | Denied after renewal |
Support frustration | High | No human escalation |
Charge concerns | Medium | Ongoing unwanted billing |
Navigation issues | Medium | Hard to find steps |
Source | Rating | Main topic | Sentiment |
|---|---|---|---|
TrustPilot | 1/5 | Refund | Negative |
TrustPilot | 1/5 | Customer service | Negative |
TrustPilot | 1/5 | Charge after cancel | Negative |
Hotjar Documentation | Policy statement | Refund | Negative |
Try or Bye | No score shown | Charge after cancel | Negative |
Quoted experiences and local pain points
- "I had a very disappointing experience with Hotjar. I attempted to cancel my subscription within the 7 days following an automatic renewal, which is a reasonable timeframe to request a refund. However, I was only able to interact with an AI agent that repeatedly told me a refund was not possible, without offering any real assistance or escalation to a human representative." (TrustPilot)
- "Disappointed with partner support and the handling of client account setup and transfer. Support of Hotjar/Contentsquare CC’d partner support three times in a row and still told me to email them directly myself, saying they were unable to help with creating and transferring a client account. This back-and-forth defeats the purpose of partner support and wasted valuable time. Worst support experience so far." (TrustPilot)
- "Probably the worst product I have used in recent history. I was an advocate of the product 5 years ago. Until resigning up recently to see that it has fallen into the endless in-app upgrade cycle even if you are already paying subscription fees." (TrustPilot)
- "No refunds will be provided for recurring subscriptions that are canceled after the renewal date. This includes monthly and annual subscriptions." (Hotjar Documentation)
- "If you cancel the day your subscription renews, Hotjar refuses to refund you. Billing practices reported as predatory with difficulty canceling subscriptions or getting charged for unwanted plans." (Try or Bye)
The local issues supplied for this guide line up with those reviews: users struggle to find the right Help Center article, and some report delays in receiving cancellation confirmation emails. So if you are cancelling from Malaysia, assume you need screenshots and your own record-keeping from the start.
Documents to prepare before and after you cancel
Your pre-cancellation checklist
If you are worried about losing access too soon or getting charged again, documentation is your safety net. Save a screenshot of the Billing page, the current plan name, the renewal date, and the workspace or organisation name. Also export any reports you may need because Hotjar’s 365-day retention clock does not guarantee your future access to every useful view.
- Screenshot of Billing and Subscriptions pages
- Renewal date and billing interval
- Workspace name and account email
- Invoices and receipt emails
- Exports of heatmaps, recordings, and reports
What to keep for refunds and disputes
For a refund request, keep the transaction ID, invoice number, exact amount in RM, and payment channel used. If it was a card payment, save the bank statement line. If it was through Apple or Google, save the store receipt and subscription screen as well.
After cancelling, keep the confirmation email and also capture the final account screen showing the downgrade or cancellation status. If no email arrives within a day, your screenshot becomes even more important.
Common Hotjar cancellation mistakes that cost people money
Missing the renewal date by one day
This is the most expensive mistake because Hotjar says no refund is provided for recurring subscriptions cancelled after the renewal date (help.hotjar.com). A common scenario is cancelling on the same day a monthly or annual renewal goes through and expecting a pro-rated refund. Under the stated policy, that usually fails.
Solution: set a reminder at least 3 days before renewal, not on renewal day itself. If you are within the first 30 days of a new subscription, cancel early enough for the Account Owner to complete the in-app process before renewal.
Cancelling in the wrong place
If you subscribed through App Store or Google Play, cancelling only in the Hotjar dashboard may not stop the store billing. People often assume the product dashboard controls everything, but the merchant of record may be Apple or Google.
Solution: trace the receipt source. If the receipt came from Apple, use the App Store subscriptions page. If it came from Google, use Google Play subscriptions. If it came from Hotjar directly, use Billing inside the Hotjar account.
Not finishing the downgrade flow
Hotjar’s cancellation route is built around switching to the Basic plan. Some users click into the flow, then leave before the final Continue confirmations are done. The result is nasty: they think they cancelled, but the paid plan remains active.
Solution: go all the way through every page until you see the final status change. Then take a screenshot immediately. Do not rely on memory.
Waiting for email confirmation without proof
Some users report delays in cancellation confirmation emails. If you close the tab and wait quietly, you may have no evidence if the plan stays active or another charge appears.
Solution: capture the confirmation screen, save the date and time, and send yourself a note with the screenshots attached. This takes 30 seconds and can save a long dispute later.
Assuming partial refunds are normal
Many SaaS tools offer some goodwill refund after renewal, but Hotjar’s stated policy is strict on used periods and post-renewal cancellations. So expecting a refund for unused days in the month is usually unrealistic.
Solution: ask anyway if there was a billing error, GST issue, or technical mistake, but base your strategy on timing, not goodwill. If the charge is truly unauthorised or contrary to your proof of cancellation, escalate to your bank and, if needed, KPDN or TTPM.
Side by side comparison of cancellation methods
Methods table
Method | Notice period | Fee | Difficulty |
|---|---|---|---|
Web/account | Before next billing | No fee found | Easy |
App Store (iOS) | Before next billing | No fee found | Medium |
Google Play (Android) | Before next billing | No fee found | Medium |
Registered mail | 5-10 business days | No fee found | Higher, best proof |
What this means in practice
The web route is the fastest if you subscribed directly, while store cancellation is necessary for Apple or Google billed subscriptions. Registered mail is slower and less practical here because no Malaysia-specific cancellation address was identified, but it can still serve as formal evidence in a dispute timeline.
The main takeaway is simple: use the billing channel that actually charged you. That one decision avoids most of the can or not confusion around Hotjar cancellation.
What to do after you have cancelled
Immediate checks in the first 24 hours
Once you cancel, verify the plan status on the billing page and save the proof. Put a calendar reminder for the day after the next supposed renewal date so you remember to check whether billing really stopped. This is especially useful if confirmation email is delayed.
Also search your inbox for invoice emails and keep the last paid invoice together with your cancellation evidence. If you later need a refund request or bank dispute, having the full timeline in one folder makes life much easier.
Watch your bank statement and act fast if charged
Check your card or bank statement for at least one full billing cycle after cancellation. If a recurring charge still appears, contact Hotjar support the same day and ask your issuing bank about a chargeback or recurring transaction dispute. In Malaysia, banks commonly apply dispute windows around 60 to 120 days depending on the scheme and the facts.
Prepare the bank with four things: the cancellation screenshot, invoice, merchant correspondence, and statement entry. If the charge came through Apple or Google billing, file through that ecosystem too before or alongside the bank process.
Alternatives if you are leaving for cost or simplicity
If price is the reason you are cancelling, Microsoft Clarity is the easiest budget switch because it is free at RM0.00. Plausible starts from $9.00 (RM42) and focuses on privacy-friendly analytics rather than heavy behaviour tools. Mouseflow starts from $31.00 (RM145) and is closer to Hotjar’s behaviour analytics style.
If your team wants more product analytics depth, PostHog uses event-based pricing, while Grafana is stronger for observability and metric dashboards than for classic marketing heatmaps. Pick based on your actual workflow, not brand hype.
Useful links
- Official Hotjar website
- Official Hotjar cancellation help
- Official Hotjar refund policy
- Apple subscriptions help
- Google Play subscriptions help
- KPDN official website
Address and formal contact route
No Malaysia cancellation address was found
No Malaysia-specific physical cancellation address for Hotjar was found in the verified material for this guide. The service appears to handle subscription changes primarily through the online account interface and support email, not through a local postal office or branch.
That means the safest practical route is to cancel inside the account, save proof, and follow up by email to [email protected] if needed. For a formal complaint in Malaysia, use KPDN, TTPM, and your issuing bank rather than hunting for a local Hotjar office that may not exist.
How to phrase a formal written notice
If you need to send a formal notice, keep it short and factual. State your account email, workspace name, the plan, the cancellation date, the invoice number, and the remedy you want, such as stopping renewal or refunding a wrongly charged amount. Attach screenshots and the bank statement entry.
If you are escalating, send the same bundle to the consumer authority or your bank. A neat evidence pack usually gets more traction than a long complaint with missing dates.
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FAQ
Before cancelling, check your next billing date, confirm you are logged in as the Account Owner, and take screenshots of your current plan. Also, export any necessary data as Hotjar retains captured data for 365 days.
If you subscribed through the App Store, open the App Store, tap your profile icon, choose Subscriptions, select Hotjar, and then tap Cancel Subscription. Ensure to follow these steps to avoid further charges.
After cancellation, your data, reports, and workspace history will be retained for 365 days from the date of capture. However, any data not exported will be deleted automatically after this period.
Hotjar offers a 30-day money-back guarantee if you cancel within this window. Ensure you submit your cancellation request as the Account Owner to be eligible for a refund.
Yes, you can cancel Hotjar by sending a written request via email or registered mail. Make sure to keep proof of your cancellation request for your records.