Cancel Subscription

Cancel Subscription

Want to cancel your LobbyFlight subscription? This article explains the process and your options.

Cancellation Process

Step-by-Step Guide

1. Navigate to Billing Portal

1. Log in to the LobbyFlight portal
2. Click "Billing" in the navigation
3. Current subscription status displayed

2. Open Stripe Customer Portal

1. Click "Manage Subscription" button
2. Redirect to Stripe
3. Stripe portal opens in new tab

3. Initiate Cancellation

1. Stripe Portal: Scroll to "Cancel plan"
2. Click "Cancel plan"
3. Cancellation options displayed

4. Choose Cancellation Timing

Option A: At Period End (Recommended):

✅ Service remains active until end
✅ Use your paid period fully
✅ No immediate deactivation
✅ No data loss during usage

Example:
Today: January 15
Billing period end: February 1
→ Service active until February 1
→ Cancellation effective February 1

Option B: Cancel Immediately:

⚠️ Service deactivated immediately
⚠️ Display stops immediately
✅ Pro-rata refund (proportional)
⚠️ Data saved for 90 days

Example:
Today: January 15
Paid until: February 1 (17 days remaining)
→ Refund: €149 × (17/30) = €50.43
→ Display offline immediately

5. Provide Cancellation Reason (Optional)

Stripe asks for reason (helps us improve):
☐ Too expensive
☐ Not using it
☐ Switching to competitor
☐ Technical issues
☐ Other: [Free text]

Not required - can skip

6. Confirm Cancellation

1. Review: Cancellation timing
2. Review: Refund (if immediate)
3. Click "Confirm cancellation"
4. Confirmation appears
5. Email confirmation received

7. Return to Portal

1. LobbyFlight portal shows update:
   "Your subscription will be cancelled on [Date]"
2. Display continues running (until cancellation date)

7-Day Free Trial

How It Works

Free trial:

All plans start with 7-day free trial
→ ✅ No credit card required to start
→ ✅ Full access to all features
→ ✅ Cancel anytime during trial

Process:

1. Sign up for free trial
2. Test all features for 7 days
3. Add payment method to continue
4. Or cancel - no charges

Example:

Registration: January 1 (free trial starts)
Trial ends: January 8
→ Add payment by January 8 to continue
→ First charge: January 8 (€149)
→ Cancel before January 8: No charge

After Trial Ends

If payment method added:

Trial ends: January 8
→ Subscription continues
→ First payment: €149
→ Monthly billing from trial end date

If no payment method:

What Happens After Cancellation?

Immediate Cancellation

Immediately:

✅ Subscription status: 'cancelled'
✅ Pro-rata refund initiated
❌ Display deactivated (shows offline message)
❌ Portal: Only billing section accessible
❌ All features locked

Display message:

┌────────────────────────────────┐
│  ✈️ LobbyFlight                │
│                                │
│  This display has been         │
│  deactivated.                  │
│                                │
│  To reactivate, please visit:  │
│  lobbyflight.com/portal        │
│                                │
│  Hotel ID: [Your ID]           │
└────────────────────────────────┘

Cancellation at Period End

Until period end:

✅ Service fully functional
✅ All features available
✅ Portal fully accessible
⚠️ Warning in portal: "Cancels on [Date]"

Portal warning:

┌────────────────────────────────────┐
│  ⚠️ Subscription Ending            │
│                                    │
│  Your subscription will be         │
│  cancelled on February 1, 2024.    │
│                                    │
│  Your service will remain active   │
│  until then.                       │
│                                    │
│  [Undo Cancellation] [Extend]     │
└────────────────────────────────────┘

On cancellation date:

00:00: Subscription is cancelled
00:05: Display is deactivated
00:10: Confirmation email sent
Status: 'cancelled'

Data Retention

What Remains Saved?

0-90 days after cancellation:

✅ All hotel settings
✅ Airport selection
✅ Logo
✅ Colors
✅ Info slides (content)
✅ Payment history
✅ Invoices downloadable

90-180 days:

✅ Data archived
⚠️ Reactivation: Contact support
⚠️ Restoration takes 1-2 days

180+ days:

❌ All data deleted (GDPR compliance)
❌ Re-registration required
❌ Settings lost

Data Export Before Cancellation

Recommended:

1. Portal → Settings → Export Data
2. Downloads JSON with:
   - Airport configuration
   - Info slides content
   - Branding settings
3. Save locally for later reuse

Payment history:

1. Billing → Payment History
2. Download all invoices as PDF
3. Save for accounting

Undoing Cancellation

Undo Before Cancellation Date

If not yet cancelled (at period end option):

1. Open billing portal
2. Warning visible: "Cancels on [Date]"
3. Button: [Undo Cancellation]
4. Click
5. Confirm
6. Subscription continues normally
7. Next invoice created as planned

In Stripe Portal:

1. Manage Subscription
2. Stripe Portal
3. "Reactivate subscription" button
4. Click
5. Confirmation
6. Service continues

No additional costs - continues normally

Reactivation After Cancellation

If already cancelled:

1. Open billing portal
2. Status: "Subscription cancelled"
3. Button: [Reactivate Subscription]
4. Select plan (same as before or new)
5. Confirm payment method
6. Complete payment
7. Immediately active again

Settings restoration:

Within 90 days:
→ ✅ All settings automatically restored
→ ✅ Logo, colors, airports, slides
→ ✅ No reconfiguration needed

After 90 days:
→ ⚠️ Contact support for restoration
→ ⚠️ 1-2 business days processing time

After 180 days:
→ ❌ Re-registration as new hotel
→ ❌ All settings need reconfiguring

New billing period:

Reactivation on: January 15
New billing date: 15th of every month
Old billing date: Replaced

Alternatives to Cancellation

Pause Subscription

Currently not available - but planned

Workaround: Cancel at period end + reactivate later

Example:

Hotel renovation: 3 months closed
1. Cancel at current period end
2. Hotel remains inactive during renovation
3. Reactivate after 3 months
4. If < 90 days: Settings remain

Downgrade Instead of Cancellation

If too expensive:

Current: Premium (€199)
Problem: Too expensive

Alternative:
→ Downgrade to Pro (€149) - Save €99
→ Downgrade to Basic (€69) - Save €60
→ Service remains active
→ Display keeps running

Process:

1. Billing → Manage Subscription
2. Stripe Portal: "Update plan"
3. Select Basic or Pro
4. Effective at period end
5. Features will be adjusted

See: Upgrade/Downgrade Guide

Contact Sales

Custom solution:

Email: info@lobbyflight.com
Phone: +43 650 753 1811

Discuss:
- Custom pricing for longer contract terms
- Discounts for multi-year payment
- Enterprise options for hotel chains
- Seasonal pause options

After Cancellation

Email Confirmations

Immediately after cancellation:

Subject: Subscription Cancelled

Dear [Hotel Name],

Your LobbyFlight subscription has been cancelled.

Cancellation type: [At period end / Immediately]
Effective date: [Date]
Refund: [€XX.XX / None]

Your data will be retained for 90 days.
You can reactivate anytime during this period.

Questions? Reply to this email.

Best regards,
LobbyFlight Team

Final invoice (for pro-rata):

Subject: Final Invoice & Refund

Invoice: #INV-2024-001
Date: January 15, 2024

Original charge: €149.00 (Jan 1 - Feb 1)
Cancellation: Jan 15
Unused days: 17

Refund: €50.43
Method: Original payment method
Timeline: 5-10 business days

[Download PDF Invoice]

Display State

Offline message:

Professional offline page is displayed:
- LobbyFlight logo
- "Service Deactivated" message
- Hotel ID for reference
- QR code to reactivation page

Android display:

Frequently Asked Questions

Can I reactivate after cancellation?

Yes. Within 90 days: All settings remain. Simple reactivation in portal.

Do I get a refund for cancellation at period end?

No. Service remains active until period end. Use your paid period fully.

What happens to my logo and settings?

Saved for 90 days. After 180 days deleted (GDPR).

Can I just pause for one month?

Currently not. Cancel and reactivate after month (settings remain 90 days).

Will I lose access to old invoices?

No. Payment history remains accessible in Stripe portal (unlimited).

What about the free trial?

All plans include a 7-day free trial. Cancel anytime during trial - no charges.

Technical Details

Webhook: customer.subscription.deleted

Stripe event on cancellation:

Event: customer.subscription.deleted
Trigger: Subscription cancelled
Database update:
  - subscription_status: 'cancelled'
  - is_active: false
  - cancelled_at: current timestamp
Display: Deactivated
Email: Confirmation sent

API Endpoint

Reactivation:

POST /api/stripe/reactivate-subscription
Response:
  - new_subscription_id
  - current_period_end
  - billing_date

Next Steps

After cancellation:

Support

Questions about cancellation?