Pause & Cancellation

LocalLine gives you two options if you're not actively using your store: pausing keeps your data and settings intact at a reduced cost, while cancelling ends your subscription entirely. This article covers both, including how to reactivate later if your plans change.

Should you pause or cancel? 

Pause your account if: 

• You're a seasonal supplier (CSA, farmers' market vendor) with predictable off-months
• You're taking a temporary break but plan to come back
• You want to keep your products, customers, and order history intact

Cancel your subscription if: 

• You're permanently winding down your operation
• You're switching to another platform
• You no longer need the platform and don't expect to return

Both options stop or reduce billing -the difference is what happens to your data and how easy it is to come back.

Pausing your account

Pausing is designed for seasonal operations. When paused, your storefront goes offline, billing is paused or reduced, and your data stays intact for when you're ready to resume.

What pausing does

• Your storefront goes offline — customers can't browse or place orders
• Your products, price lists, customers, order history, and settings remain intact
• Active subscriptions to your CSA or recurring offerings are paused
• Scheduled emails and automated notifications stop
• Your custom domain stays connected — when you reactivate, your store comes back at the same URL

How to pause an account

Pausing is currently handled by the Local Line support team to ensure your seasonal setup is preserved correctly.

1. Email support@localline.ca with your account email and a brief note about when you'd like to pause and when you expect to return
2. Our team will confirm details and apply the pause
3. You'll receive a confirmation email when the pause is in effect

If you have active subscription orders (CSA shares, weekly bundles), our team will help you notify customers and pause their renewals so they're not charged during your off-season.

How to reactivate a paused account

When you're ready to come back:

1. Email support@localline.ca to reactivate
2. Our team will turn your storefront back on
3. Review your products, price lists, and pricing to make sure everything is current
4. Reach out to customers to let them know you're back and accepting orders

Cancelling your subscription

Cancellation ends your Local Line subscription. Your storefront goes offline, billing stops, and your data is retained for a limited period before being permanently deleted.

Before you cancel

Take care of these items first:

• Notify your customers that your store is closing or moving to another platform, especially anyone with active subscription orders
• Refund or fulfill any open orders — don't leave customers without their products or their money
• Export your data — download your products, customers, and order history as CSV files for your records (see Order exports)
• Cancel active customer subscriptions so customers aren't charged after your account closes
• Download your past invoices for your accounting records (see Billing & invoices)

How to cancel

1. Click 'Settings' in the bottom-left. 
2. Click 'Subscription' then click 'Cancel Subscription'.
3. Complete the cancellation form.
4. Click 'Submit'. 

When cancellation takes effect

• Monthly plans (no commitment): Cancellation takes effect at the end of your current billing month. You retain access until then.
• Monthly plans with a 12-month commitment: Cancellation takes effect at the end of your committed term. Early cancellation requires paying out the remainder of the term.
• Annual plans: Cancellation takes effect at the end of your current annual term. Annual fees are not refunded for unused months.

For more on these terms, see Subscription policies.

What happens to your data after cancellation

When your subscription ends:

• Your storefront immediately goes offline
• Your account becomes read-only — you can log in to download data but can't make changes or take orders
• Your data is retained for 90 days to give you time to export anything you need
• After 90 days, your account and all associated data may be permanently deleted

If you want to come back after cancelling, the easiest path is to reach out within the 90-day window — we can often reactivate your existing account rather than starting from scratch.

What happens to your custom domain

If you've connected a custom domain (e.g., shop.yourfarm.com) to your Local Line storefront, you keep ownership of the domain through your domain registrar. After cancellation, you can:

• Point the domain elsewhere (a new platform, a static "we're closed" page, etc.)
• Leave the DNS settings as-is, in which case the domain will stop resolving once your storefront is offline

Reactivating a cancelled account

If you cancelled and want to come back:

1. Email support@localline.ca with your previous account email
2. If you're within the 90-day data retention window, we can usually reactivate your existing account with your products, customers, and history intact
3. If it's been more than 90 days, you may need to start fresh with a new account — though we'll do our best to help

Cancellation FAQ

Can I cancel an annual plan and get a refund for unused months?
No. Annual fees are not refunded for unused months, but your account remains active until the end of your annual term.

Will my customers be notified when I cancel?
Local Line doesn't send automatic cancellation notices to your customers. Notifying customers is your responsibility — we recommend doing so well in advance, especially if you have active subscriptions.

Can I cancel just one add-on without cancelling my whole subscription?
Yes. See Managing your subscription for how to remove individual add-ons.

What if I have unpaid invoices when I try to cancel?
Outstanding balances must be settled before cancellation can be completed. Our team will walk you through any unpaid items when you reach out.

Need help? 

Contact support@localline.ca with your account email and we'll walk you through the process to pause or cancel.