Manage Endnote

How to cancel EndNote in south africa and protect your research library

What EndNote is and why you might want to cancel

EndNote is a reference-management application owned by Clarivate that helps researchers, students and academics collect, organise, format and cite references across their work. The software syncs across desktop, web and mobile platforms, letting you build citation libraries that integrate with word processors and research workflows.

You might be cancelling because your subscription no longer fits your budget, your institution provides free access, you have switched to an alternative tool, or the renewal cost caught you off guard. Whatever your reason, Stopee is here to walk you through the process step by step and ensure you understand your rights as a South African consumer.

Who uses EndNote and typical use cases

Students writing dissertations, academics publishing research, and professionals managing large reference collections rely on EndNote for citation management. The software offers both direct subscription purchases and institutional licences through universities and research organisations.

If your institution provided access through a campus licence, your cancellation process differs from direct purchases, and you may not need to cancel at all once your academic year ends.

Pricing and subscription structure

EndNote operates on an annual subscription model, with pricing typically charged in USD through Clarivate's direct channels. South African consumers are not given a published ZAR equivalent, meaning you will pay in USD plus any currency conversion fees your bank applies.

Institutional subscriptions vary in cost and renewal terms depending on your university or research body. Direct individual subscriptions renew automatically unless you actively cancel before the renewal date.

Your consumer rights under south african law

The consumer protection act and what it means for you

The National Credit Act and Consumer Protection Act (CPA) of South Africa protect your right to cancel digital services, receive refunds where goods or services are faulty, and demand transparency in billing practices. Clarivate's 30-day refund policy is a commercial policy, not a legal ceiling on your rights.

If EndNote failed to deliver as promised, you were misled about features, or the service was not fit for the purpose you purchased it for, you have grounds to demand a refund or compensation beyond Clarivate's standard window. Stopee advises you to gather evidence-screenshots, emails, billing records-before contacting support.

Your right to cancel and the cooling-off period

Under the CPA, you have the right to cancel a distance transaction (online purchase) within 5 business days if you change your mind, provided the service has not yet been substantially performed. If you purchased EndNote online and have not yet downloaded or used the software, you can invoke this cooling-off period even if Clarivate does not advertise it prominently.

After 5 business days, cancellation rights depend on whether the service is faulty or misrepresented. Document your purchase date and the date you first contacted Clarivate to support any cooling-off claim.

Methods to cancel EndNote depending on where you bought it

Direct purchase from clarivate

If you bought EndNote directly from Clarivate's website or via their sales team, your cancellation request must go to Clarivate's customer support. Stopee recommends starting with the contact details in your original order confirmation email, as this email contains support phone numbers and direct escalation paths specific to your account.

Do not rely on generic "contact us" forms on the Clarivate website; these can delay your request by weeks. Your order confirmation is your fastest route to the right department.

Purchase through the app store (iOS)

If you subscribed to EndNote via Apple's App Store on your iPhone or iPad, Apple handles your billing and cancellation, not Clarivate. You must cancel through your Apple account settings, and Apple will process any refund according to its own refund policy, not Clarivate's.

Apple refunds are processed within 5-7 business days if you request cancellation within 14 days of purchase. After that window, you can still cancel to stop future charges, but you will need to dispute the charge with your payment provider if you believe it was unauthorised.

Purchase through google play (Android)

Android users who subscribed through the Google Play Store similarly cancel through Google, not Clarivate. Google's refund policy allows 48 hours for automatic refunds on most digital subscriptions, though this window can vary.

After the automatic refund window closes, cancelling stops future charges but does not reverse past payments. Contact your bank or card issuer if you want to dispute charges after the 48-hour window.

Recurring payment via PayPal

Some users link their EndNote subscription to PayPal for automatic billing. If you chose this payment method, you can cancel the recurring payment directly through PayPal without contacting Clarivate first. This stops future charges but does not trigger an automatic refund from Clarivate for already-processed amounts.

Cancel the PayPal subscription, then follow up with Clarivate support to confirm the cancellation on their end and request a refund if you are within the 30-day window.

Institutional or campus licence

If your university, college or research institution provided EndNote as part of your student or employee package, you do not cancel directly. Your access ends when your institutional affiliation ends (graduation, employment termination) or your institution cancels its licence agreement with Clarivate.

Check with your institution's IT or library department to understand the exact end date of your access and whether you can export your libraries before access expires.

Step-by-step cancellation process for direct clarivate purchases

How to cancel if you purchased directly from clarivate

Direct cancellations require you to contact Clarivate's customer support with your order number and account email. Stopee guides you through each step to avoid unnecessary back-and-forth with their support team.

1. Locate your original order confirmation email from Clarivate.
   • Check your email inbox and spam folder for a confirmation sent immediately after purchase.
   • The email will include your order number, purchase date, and customer support contact details.
   • If you cannot find it, search your email for "Clarivate", "EndNote", "order" or your account email address.
2. Note your order number, account email, and the date you purchased.
   • Write these details in a text file so you have them ready when you contact support.
   • Also note your billing email and the email address linked to your EndNote account, as these may differ.
3. Call or email Clarivate customer support using the contact details in your order confirmation.
   • The primary address is Clarivate Analytics LLC, Philadelphia, PA, United States.
   • Provide your order number, account email, and a clear statement: "I want to cancel my EndNote subscription and request a refund."
   • Be specific about your reason (optional, but sometimes helps with escalation) and the date you want the cancellation to take effect.
4. Warning: Do not agree to "pause" or "suspend" your subscription unless you specifically want temporary access. Pausing may still renew your billing in 30 or 60 days.
   • Ask the support agent explicitly: "Will this cancellation prevent automatic renewal?" and wait for a written confirmation.
   • Request cancellation, not suspension, if you do not intend to return.
5. Ask for a cancellation confirmation number or email.
   • The agent should send you a confirmation with a reference number, the cancellation date, and any refund details.
   • If they do not offer this, ask: "Can you email me a cancellation confirmation for my records?"
6. Verify the cancellation was processed within 3 to 5 business days.
   • Check your account on the Clarivate website to confirm your subscription status shows "cancelled" or "inactive".
   • If your account still shows active, follow up immediately with the reference number from your confirmation email.
7. If requesting a refund, provide your original payment method details.
   • Clarivate will refund to the card or account you used to purchase, not to a different payment method.
   • Refunds typically process within 5 to 10 business days after your request is approved.

How to cancel on iOS via the app store

1. Open the Settings app on your iPhone or iPad.
2. Tap your name at the top of the Settings menu.
   • If you do not see your name, you are not signed into your Apple account; go to Settings > [Your Name] and sign in first.
3. Tap Subscriptions.
   • This shows all active subscriptions linked to your Apple ID.
4. Find and tap EndNote in the subscriptions list.
5. Tap Cancel Subscription.
   • A confirmation message will appear asking if you are sure; confirm your choice.
   • The app will show a cancellation date (usually end of your current billing period).
6. Pro tip: Take a screenshot of the cancellation confirmation screen for your records.
   • This proves to Apple and EndNote that you cancelled before the renewal date if a dispute arises.
7. Check your email for a cancellation confirmation from Apple within 24 hours.

How to cancel on android via google play

1. Open the Google Play Store app on your Android device.
2. Tap the menu icon (three horizontal lines) in the top left corner.
3. Tap Subscriptions.
   • This displays all active subscriptions on your Google account.
4. Select EndNote from the list.
5. Tap Cancel subscription.
   • Google will ask you to confirm and may show you a discount offer to convince you to stay; select Cancel again.
6. Google will display the cancellation date (typically the end of your current billing cycle).
   • Screenshot this screen as proof of your cancellation request.
7. Confirm via email that Google has processed the cancellation.

How to cancel a recurring PayPal payment

1. Log in to your PayPal account at paypal.com.
2. Navigate to Settings (gear icon in the top right).
   • On mobile, this is the hamburger menu icon.
3. Select Payments from the left menu.
4. Click Manage automatic payments (or Pre-approved payments on older accounts).
   • This lists all recurring subscriptions linked to your PayPal account.
5. Find and select Clarivate Analytics LLC or EndNote.
   • The merchant name may vary; look for "Clarivate" or any recent payment to that vendor.
6. Click Cancel this agreement.
   • PayPal will confirm cancellation immediately on screen.
7. Screenshot the confirmation for your records.
   • Also save the confirmation email PayPal sends to your registered email address.
8. Warning: Cancelling on PayPal does not automatically refund past charges; you must request a refund separately from Clarivate.
   • Contact Clarivate support after cancelling PayPal to claim any refund due within 30 days of purchase.

What happens to your access and data after cancellation

When your access ends

Once you cancel, your subscription typically continues until the end of your current billing period. If you purchased on 15 January with annual billing, your access continues until 14 January the following year, even though you have cancelled.

For store-based subscriptions (Apple App Store, Google Play), access ends at the end of the current billing cycle. Monthly subscriptions end at the end of that month; annual subscriptions end one year from your purchase date.

Desktop files and library backup

Your local library files-the .enl or compressed library files stored on your computer-remain on your device after cancellation. You will retain full offline access to your references, notes and attachments stored locally.

However, cloud syncing and online collaboration features stop working once your subscription lapses. If you use multiple devices, Stopee strongly advises exporting your complete library to a backup format before your subscription ends to avoid losing work if you later purchase a new device.

Syncing and mobile access

If you used the mobile app to sync your library across devices, that synchronisation ceases when your subscription expires. The mobile app may no longer open, or it may open in read-only mode, depending on the app version and Clarivate's enforcement.

Download any mobile notes or references to your desktop or export them before the subscription ends if you want to preserve them.

Refunds and your right to reclaim money

Clarivate's 30-day refund policy

Clarivate offers refunds for direct purchases within 30 days of purchase if you request cancellation within that window. Stopee advises counting 30 calendar days from your purchase date, not 30 business days, as Clarivate's policy is ambiguous on this point.

To claim a refund, contact Clarivate customer support with your order number and state clearly: "I purchased on [date] and am requesting a refund under your 30-day refund policy." Include your original payment method (card last four digits or PayPal email) to speed up processing.

Refunds beyond the 30-day window

South African consumer law does not accept a 30-day refund policy as final if the product is faulty, misrepresented or not fit for purpose. If you discovered a fault, were misled about functionality, or the software did not work as described after the 30 days had passed, you have grounds to demand a refund or credit.

Gather evidence: screenshots of the problem, emails showing you reported it to Clarivate, and dates you contacted support. Write to Clarivate explaining the fault and how it breaches the Consumer Protection Act. If Clarivate refuses, escalate to the National Consumer Commission (NCC) or your provincial consumer protection authority.

Store refunds and disputes

Apple refunds via the App Store within 14 days of purchase; Google Play offers 48 hours. If you miss these windows, dispute the charge with your bank or card provider as an "unauthorised charge" if you believe Clarivate should have issued a refund.

Warning: Disputing a charge with your bank can lead to your Apple or Google account being flagged or suspended, so try cancelling and requesting a refund directly first.

Common mistakes to avoid when cancelling

Cancelling a digital subscription feels straightforward until something goes wrong-then confusion and frustration set in. Stopee has seen thousands of users make avoidable errors that delay refunds or trigger unwanted charges. Here are the traps to sidestep.

Not confirming cancellation in writing

Verbal confirmation over the phone or a chat message is not enough. Clarivate support agents will sometimes confirm cancellation but not process it, or they may promise a refund that never arrives. Always request a written cancellation confirmation-an email with a reference number, the cancellation date, and any refund details.

If Clarivate does not send this automatically, ask the agent: "Can you email me a cancellation confirmation number for my records?" Then save that email permanently.

Cancelling the app instead of the subscription

Deleting the EndNote app from your device does not cancel your subscription. Your billing continues, and the next charge will process on schedule. You must cancel through the app store (Apple, Google) or through Clarivate directly, depending on where you purchased.

Uninstalling the app is a final step after cancellation, not a replacement for it.

Missing the renewal date

If you do not cancel before your renewal date, Clarivate will charge your payment method immediately. Some accounts renew 7 to 10 days before the official anniversary date, so do not wait until the last day to cancel.

Check your order confirmation or account settings to see the exact renewal date, then cancel at least 5 business days before that date.

Confusing suspension with cancellation

Clarivate support may offer to "suspend" your account instead of cancelling it. Suspension typically pauses your access for a set period (30, 60, or 90 days) and then resumes billing automatically. If you do not intend to return, do not accept suspension; insist on cancellation.

Stopee advises saying: "I want to cancel my subscription permanently, not suspend it. Please confirm that this will prevent future renewal charges."

Not exporting your library before the subscription expires

Once your subscription lapses, you risk losing access to your full library if it is stored in Clarivate's cloud. Export your library in a portable format (RIS, XML, or Compressed Library) before your access ends.

To export in EndNote, go to File > Export, choose your library, and select a format that other reference managers can import (RIS is universal). Save the file to your computer or cloud storage (Google Drive, Dropbox, OneDrive) outside of Clarivate's ecosystem.

Checklist before and after cancellation

Before you cancel

After you cancel

Compare your options: cancel versus keep

Should you cancel or renew

Deciding whether to cancel depends on your needs, budget, and available alternatives. Stopee breaks down the key comparison to help you decide.

Contact clarivate and escalation if they refuse to cancel

Primary contact information

If you purchased directly from Clarivate, your order confirmation email contains the best contact details for your region. The main corporate office is located at:

Clarivate Analytics LLC
Philadelphia, PA
United States

For South African-specific queries, check whether your order confirmation lists a regional office or distributor. Some South African customers may be directed to regional resellers who handle local support.

What to do if clarivate refuses to cancel or refund

If Clarivate does not respond to your cancellation request or refuses to refund within 30 days of purchase without explaining why, you have escalation paths. Stopee advises the following steps:

1. Send a written complaint (email is acceptable) to Clarivate's customer support stating the date you requested cancellation, your order number, and your expected refund amount.
2. Request a response within 10 business days acknowledging your complaint and offering a resolution.
3. If Clarivate does not respond, escalate to the National Consumer Commission (NCC) at www.ncc.org.za or call their complaint line.
4. File a complaint with your bank or payment provider, marking the transaction as "unauthorised" or "charged after cancellation" if Clarivate continues to charge you after your cancellation date.
5. Contact your provincial consumer protection authority if the NCC does not provide a timely resolution.

Legal rights and the consumer protection act

The South African Consumer Protection Act protects you against unfair contract terms, misleading billing, and non-compliance with cancellation requests. If Clarivate bills you after you have cancelled, charges you without clear consent, or refuses to honour a refund promise, the CPA gives you the right to take legal action or lodge a complaint with consumer authorities.

Keep all evidence: order confirmations, cancellation confirmations, bank statements, and screenshots of your account status. These documents prove your case if you need to escalate to the NCC or pursue a refund through your bank's dispute resolution process.

Final summary: take control of your subscription today

Cancelling EndNote is a straightforward process if you follow the right path for your purchase method. Whether you bought directly from Clarivate, through Apple, Google, or PayPal, each platform has its own cancellation steps-but they all share one common thread: get written confirmation and verify the cancellation was processed.

Remember to export your library before your access ends, know your refund rights under South African law, and do not let automatic renewal charges surprise you. If Clarivate refuses to cancel or refund without cause, the Consumer Protection Act stands behind you, and escalation to the National Consumer Commission or your bank ensures you get resolution.

Stopee has helped thousands of consumers cancel subscriptions they no longer needed, recover refunds they were owed, and take control of their digital billing. Whether you are closing EndNote because you have switched to Zotero, your thesis is complete, or your institution now provides free access, Stopee is here to guide you through every step and ensure you keep your money safe.

Start with your cancellation method above, gather your order details, and send that cancellation request today. You deserve a clear answer from Clarivate, and Stopee is on your side every step of the way.