In 2024, the FTC finalized the "Click-to-Cancel" rule: if a company lets you sign up online, it must let you cancel online. It sounds obvious. The fact that regulators had to mandate it tells you everything about how the industry got here.
Cancellation friction is not a design oversight. It's a revenue strategy. Every hoop you have to jump through — every "are you sure?", every required phone call, every 30-day notice period — is calculated to keep you subscribed one more billing cycle.
The Cancellation Friction Spectrum
Level 1: Clean (how it should work)
Settings → Subscription → Cancel. Two clicks, instant confirmation, no dark patterns. Some companies add a single "tell us why" prompt, which is reasonable. The best also send a confirmation email with the cancellation date clearly stated.
Level 2: Annoying but navigable
Multiple "are you sure?" screens, downgrade offers, and win-back flows. Frustrating, but you can still complete it without calling anyone. Most SaaS companies land here.
Level 3: Deliberately obstructive
Cancellation buried in account settings under an unintuitive label ("Manage Plan" instead of "Cancel"). Requires navigating 4+ pages. May include a "pause instead of cancel" redirect that counts as not canceling.
Level 4: Phone required
This is where it gets illegal in many jurisdictions post-FTC ruling. Companies that require a phone call to cancel are betting that you'll either give up, forget, or can't find the time during business hours. If you encounter this, document it — it may be actionable.
What to Do If You're Stuck
- Check the T&Cs first. Search the document for "cancel" — the steps should be spelled out there. If they're not, or if they require a phone call for an online service, that's a red flag worth noting.
- Try the account settings directly. Bypass any cancellation flows by going to your account or billing settings and looking for anything labeled "Plan," "Subscription," or "Billing."
- Contact your bank. If you've been charged after attempting to cancel, a chargeback is often faster than fighting the company. Note that disputing a legitimate charge has consequences — only use this for genuine billing errors.
- File an FTC complaint. Reportfraud.ftc.gov. It takes 5 minutes and creates a paper trail that contributes to enforcement actions.
What Good Cancellation Looks Like
FairPrint's cancellation criterion is simple: you can cancel through the same channel you used to sign up, in two steps or fewer, without talking to a human. Companies that pass this check earn credit in their review score. Companies that require phone cancellation for online services fail it outright.
Check whether your company's cancellation policy passes our review →