Can I cancel my Kaltura subscription mid-contract?

No. If you signed an Order Form with a minimum commitment, you are contractually bound for the full term. Fees are non-cancelable and non-refundable. You can only prevent auto-renewal by providing written notice before the end of your term (typically 30–90 days in advance — check your Order Form).

Do I still have access to my content after cancellation?

No. Upon termination, all access to the Kaltura platform and your uploaded content ceases immediately. You should download and export all media assets before your contract end date, as no public grace period for data access is documented.

Is there a refund or money-back guarantee?

Enterprise customers with signed Order Forms have no refund rights — commitments are non-refundable. Self-serve smaller accounts on annual plans may qualify for a 30-day money-back guarantee. Free trial users are covered by Kaltura's Free Trial Agreement.

How do I reactivate my Kaltura account?

Contact Kaltura sales at https://corp.kaltura.com or call 1-800-871-5224 to discuss a new contract. Reactivation requires signing a new Order Form; there is no self-serve reactivation button.

How do I request deletion of my personal data?

Email DPO@kaltura.com with 'Opt Out' in the subject line and include your account details. Kaltura honors GDPR and CCPA erasure requests for personal data stored on their systems.

Does Kaltura auto-renew contracts?

Yes. Enterprise contracts typically auto-renew at the end of each term. To prevent auto-renewal, you must provide written notice to your Customer Success Manager before the notice deadline specified in your Order Form — commonly 30 to 90 days before the renewal date.

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Review your contract terms

Locate your signed Order Form and review the contract end date, auto-renewal notice window (typically 30–90 days before renewal), and minimum commitment terms. Enterprise contracts are non-cancelable mid-term — you can only stop auto-renewal or terminate at end of term.

Contact your Customer Success Manager

Reach out to your assigned Kaltura Customer Success Manager (assigned at contract signing) via email or phone to initiate non-renewal or termination. State in writing that you wish to cancel or not renew at end of term and request written confirmation.

Open a support case (if no CSM contact)

If you do not have a CSM contact, log into the Kaltura support portal at https://support.kaltura.com. Navigate to the 'Cases' tab and click 'Create a New Case', selecting cancellation or account closure as the subject.

Call customer service if needed

If you cannot reach your CSM or the support portal, call Kaltura customer service at 1-800-871-5224 to initiate the cancellation process and obtain a reference number.

Export all media and data

Before your contract end date, download and export all videos, media assets, and configuration data from your Kaltura account. Once the account is terminated, all access to the platform and uploaded content ceases immediately.

Request data deletion (optional)

To request erasure of personal data under GDPR/CCPA, email DPO@kaltura.com with 'Opt Out' in the subject line. Specify what data you want deleted and include your account information.

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