To cancel your KennelBooker subscription or close your KennelBooker account, use the Close Account form in your settings. You fill in a short form, our team processes the request, and you get an email at each step with a reference number. Your account keeps working until the date it closes. This article covers where the Close Account form is, how to fill it in, what happens to your data afterwards, and how to change your mind.
Where to find Close Account
Close Account is on Settings > Main Settings, in the Close Account section just below Account Plan Details.
You need the Settings permission to open Main Settings.
The Close Account section is hidden from anyone with Hide KennelBooker plan details from this person ticked on their staff login. The account owner, or anyone who can see the plan details, can send the request.
Close Account isn't shown in the KennelBooker app on iPhone and iPad. Open KennelBooker in a web browser instead (on a computer, tablet or phone).
What Close Account does
Sends a cancellation request for your KennelBooker subscription to our team. It's a request: nothing is cancelled the moment you submit it.
Asks why you're leaving, so the feedback reaches the people who build KennelBooker.
Lets you choose when the account closes: at the end of your current billing period, or as soon as possible.
Emails you a confirmation with a reference number (for example CX-00012).
Shows the status of your request in the Close Account section, with a Withdraw request button until it's processed.
How to cancel your KennelBooker subscription with Close Account
Go to Settings > Main Settings and scroll to Close Account.
Click Request cancellation. A three-step form opens: 1. Reason, 2. Tell us more and 3. Confirm.
On 1. Reason, choose the main reason you're leaving, then click Next. The reasons are:
Closing, selling or retiring from the business
Moving to another system
Too expensive
Missing a feature we need
Too complicated or hard to set up
Not using it enough / taking a break
Something else
If you change your mind here, click Keep my account and nothing is sent.
On 2. Tell us more, answer the follow-up questions for the reason you picked, then click Next:
Closing, selling or retiring: choose what's happening (closing, selling, retiring, merging with another business, or other).
Moving to another system: choose the system you're moving to (or Other and type its name), and tell us what it does that KennelBooker doesn't. Both are required.
Missing a feature we need: tell us which feature or features are missing. This is required.
Something else: tell us a bit more. This is required.
Too expensive, Too complicated and Not using it enough: the questions are optional.
Every reason except closing the business also asks whether anything would have made you stay (optional).
On 3. Confirm, choose When should the account close?:
At the end of my current billing period (recommended, because you've already paid for it). The date is shown next to it when we can look it up.
As soon as possible.
Optionally add anything else you'd like us to know, and check the email address under Where should we send the confirmation? It starts with your login email; change it if you want the emails to go somewhere else.
Tick the box confirming you understand that 60 days after the account closes, all of its customers, pets, bookings, payments and emails are permanently deleted and can't be recovered.
Click Submit cancellation request. The form is replaced by Cancellation requested, with the date of your request, your reference number and the email address we'll write to.
What happens after you submit a Close Account request
Straight away: you get an email with the subject "We've received your cancellation request" and your reference number. Your account stays fully active and nothing changes for your customers.
When our team processes it:
For the end of your billing period, your subscription is set not to renew. You get an email saying "Your KennelBooker account will close on" followed by the date, and that you won't be charged again. Close Account then shows Your account closes on and the date. Everything keeps working until then.
For as soon as possible, the subscription is cancelled and the account closes that day. You get an email saying "Your KennelBooker account has been closed".
On the closing date: the account closes and you get the "Your KennelBooker account has been closed" email, with the date your data will be deleted.
14 days before deletion: you get a reminder email saying "Your KennelBooker data will be deleted on" followed by the date.
60 days after the account closes: the account's data is permanently deleted (see below).
Your pet parents aren't told. Closing your KennelBooker account doesn't send any email, SMS or push notification to your customers. If you take online bookings, let your customers know yourself and remove any booking links from your website.
What is deleted when a KennelBooker account closes
60 days after your KennelBooker account closes, these are permanently deleted and can't be recovered:
Customers (pet parents, owners, clients) and their pets.
Bookings of every type, payments, and the emails and SMS sent from your account.
Files uploaded to the account, such as pet photos, documents, vaccination records, report card photos and attachments.
Logs, notes and history.
If a pet parent also books with another business on KennelBooker, for example another location in your group, their profile stays for that business. Only your business's bookings and records about them are deleted.
The record of your KennelBooker subscription and what you paid us is kept, so we can still answer billing questions.
Before your account closes, download anything you want to keep from Reports, for example customer, pet, booking and payment reports.
How to withdraw a Close Account request
If you change your mind before our team processes your Close Account request, go to Settings > Main Settings > Close Account and click Withdraw request, then confirm. Your account carries on as normal and the Close Account section goes back to its starting point.
Once the request has been processed, the Withdraw request button is no longer shown. If your account is due to close at the end of your billing period and you want to stay, reply to the email that gave you the closing date, before that date.
What Close Account doesn't do
Close Account doesn't cancel anything instantly. It sends a request, and the account stays active until our team processes it.
Close Account doesn't refund the time left on your current billing period. If you choose As soon as possible, the rest of that period is not refunded automatically.
Close Account doesn't export your data. Download what you need from Reports before the account closes.
Close Account doesn't tell your pet parents or switch off links to your online booking portal on your website.
Close Account doesn't delete individual customers or pets. To remove one customer, use the customer's own page instead.
Close Account doesn't cancel bookings. To cancel a customer's booking, see Cancel Customer Booking(s).
Settings that affect Close Account
Settings permission (staff login): without it, the person can't open Main Settings or the Close Account section.
Hide KennelBooker plan details from this person (staff login): when ticked, that person doesn't see Account Plan Details or Close Account.
Troubleshooting Close Account
I can't see Close Account in my settings
Close Account is hidden if your staff login has Hide KennelBooker plan details from this person ticked, or if you're using the KennelBooker app on iPhone or iPad. Ask the account owner to send the request, or open KennelBooker in a web browser.
The Close Account form won't let me go to the next step
Close Account shows a message under the question that still needs an answer:
"Please choose a reason." Pick one of the reasons on step 1.
"Please tell us which system." If you're moving to another system, choose it from the list, or choose Other and type its name.
"This one helps us most - a sentence or two is plenty." This question is required for the reason you picked. A short answer is fine.
"Please enter a valid email address." Check the confirmation email address on step 3.
"Please tick the box to confirm." Tick the box about data being deleted 60 days after the account closes.
I see "Your request was not sent"
The Close Account request was missing an answer when it reached us. The message lists what to fix, for example choosing a reason or ticking the confirmation box. Fill it in and click Submit cancellation request again.
I see "Sorry - your request could not be saved"
Something went wrong saving your Close Account request, and it wasn't sent. Try again. If the message comes back, contact us through the chat and include the text of the message.
I didn't get the confirmation email
The Close Account confirmation goes to the address you entered on step 3. Check your spam or junk folder. Your request is still recorded if Cancellation requested and a reference number show in the Close Account section.
Close Account: frequently asked questions
How do I cancel my KennelBooker subscription?
Go to Settings > Main Settings > Close Account, click Request cancellation, and fill in the three-step form. Our team processes the request and emails you the date your KennelBooker account closes.
Is my KennelBooker account cancelled as soon as I submit the form?
No. The Close Account form sends a request. Your KennelBooker account stays fully active until the request is processed, and then until the closing date you chose.
Will I be charged again after I ask to cancel KennelBooker?
Once your Close Account request is processed for the end of your billing period, your subscription won't renew and you won't be charged again. The email confirming the closing date says this.
Do I get a refund if I close my KennelBooker account early?
No refund is made automatically. Choosing As soon as possible on the Close Account form closes the account early, and the rest of the billing period you've paid for isn't refunded. That's why the end of the billing period is the recommended choice.
Can I keep using KennelBooker until the end of the month I've paid for?
Yes. If you choose At the end of my current billing period on the Close Account form, everything keeps working until that date.
How long is my data kept after my KennelBooker account closes?
60 days. After that, the KennelBooker account's customers, pets, bookings, payments, emails, SMS and uploaded files are permanently deleted. You get a reminder email 14 days before the deletion date.
Can I get my data back after it's deleted?
No. Once a closed KennelBooker account's data is deleted 60 days after closing, it can't be recovered. Download what you need from Reports before the account closes.
How do I download my data before closing my KennelBooker account?
Use Reports in KennelBooker to export customer, pet, booking and payment reports before the account closes. The Close Account form links to Reports.
Can I change my mind after asking to close my KennelBooker account?
Yes. Before the request is processed, click Withdraw request in Settings > Main Settings > Close Account. After it's processed and before the closing date, reply to the email that gave you the closing date.
Can I come back after my KennelBooker account has closed?
Yes, within the 60 days before the data is deleted. Log in and choose a plan, and your account picks up where you left off. After the data is deleted, you'd start with an empty account.
Will my customers be told that I've closed my KennelBooker account?
No. Closing a KennelBooker account doesn't email, text or notify your pet parents. Let them know yourself, and remove online booking links from your website.
Can a staff member cancel our KennelBooker account?
Anyone with the Settings permission who can see Account Plan Details can send a Close Account request. To stop a staff member, tick Hide KennelBooker plan details from this person on their staff login. Every request is confirmed by email to the address entered on the form.
Can I close my KennelBooker account from the app?
Not from the KennelBooker app on iPhone or iPad, where Close Account is hidden. Open KennelBooker in a web browser on any device and go to Settings > Main Settings > Close Account.
I'm on a free trial. Do I need to cancel?
No. A KennelBooker free trial stops by itself when it ends, and there's nothing to pay. See Delete or Cancel Free Trial.
We have more than one location. Can I close just one?
Yes. Each location is its own KennelBooker account with its own Close Account section, so send the request while logged in to the location you want to close. Customers shared with your other locations stay for those locations, with their pets.
Is closing my KennelBooker account the same as deleting a customer?
No. Close Account ends your whole KennelBooker subscription. To remove one customer or pet, use their own page instead.
How long does it take to process a Close Account request?
Our team processes Close Account requests by hand, and you get an email as soon as yours is done. Your account keeps working in the meantime, so nothing is lost while you wait.
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