{"methodology":{"title":"Cancellation Friction Index methodology","version":"1.0","publishedAt":"2026-09-22","geography":"United States","scope":"Standard consumer subscriptions billed directly by the named provider. Third-party and bundle billing routes are recorded but not scored.","scoreMeaning":"Higher scores mean more friction in the provider's public instructions. The score is not a measurement of the complete authenticated experience.","minimumKnownFactors":3,"unknownRule":"An unknown factor is excluded from both earned points and available points. A service needs at least three known factors to receive a score.","factors":[{"key":"channel","maxPoints":30,"rule":"Use the least burdensome official direct-billed channel: online self-service 0, live chat 15, phone 25, mail or in-person 30."},{"key":"instructions","maxPoints":40,"rule":"Count the provider's published instruction units: 1-2 score 0, 3 scores 10, 4 scores 20, 5 scores 30, and 6 or more score 40. We do not estimate hidden clicks."},{"key":"confirmation","maxPoints":20,"rule":"Count published actions after the first cancel selection: 0 scores 0, 1 scores 10, and 2 or more score 20."},{"key":"proof","maxPoints":10,"rule":"A documented on-screen message and email score 0. One documented proof signal scores 5. No statement is unknown, not 10."}]},"services":[{"service":"Disney+","slug":"disney-plus","scope":"Direct-billed Disney+ subscription","summary":"Disney+ publishes six instruction units. The final unit includes an optional survey and completion step.","channel":"online_self_service","documentedInstructionCount":6,"postSelectionActionCount":1,"proofSignal":null,"thirdPartyNote":"Disney+ says third-party-billed subscriptions can use different cancellation steps.","officialSource":{"title":"How to cancel Disney+","url":"https://help.disneyplus.com/article/disneyplus-en-us-cancel","status":"verified","verifiedAt":"2026-09-22"},"signedOutRoute":{"url":"https://www.disneyplus.com/account","status":"observed","verifiedAt":"2026-09-22","outcome":"The public account route loaded at disneyplus.com/commerce/account without exposing account data."},"authenticatedFlow":{"status":"not_tested","note":"No Disney+ account was used and no cancellation control was selected."},"factors":[{"key":"channel","label":"Required channel","observedValue":"online_self_service","points":0,"maxPoints":30,"note":"Uses the least burdensome direct-billed channel the provider publishes."},{"key":"instructions","label":"Published instruction units","observedValue":6,"points":40,"maxPoints":40,"note":"Counts provider-written units, not estimated clicks."},{"key":"confirmation","label":"Actions after first Cancel selection","observedValue":1,"points":10,"maxPoints":20,"note":"Counts only actions stated in the public instructions."},{"key":"proof","label":"Documented completion proof","observedValue":null,"points":null,"maxPoints":10,"note":"No public statement stays unknown."}],"score":56,"knownFactorCount":3,"coverageLabel":"3 of 4 factors known"},{"service":"YouTube TV","slug":"youtube-tv","scope":"Direct-billed YouTube TV membership","summary":"YouTube TV publishes five instruction units, including one final Cancel action after Cancel membership.","channel":"online_self_service","documentedInstructionCount":5,"postSelectionActionCount":1,"proofSignal":null,"thirdPartyNote":"The help page covers the YouTube TV membership route. A separately billed add-on can have a different owner.","officialSource":{"title":"Cancel or pause your YouTube TV membership","url":"https://support.google.com/youtubetv/answer/7129668","status":"verified","verifiedAt":"2026-09-22"},"signedOutRoute":{"url":"https://tv.youtube.com/cancel","status":"observed","verifiedAt":"2026-09-22","outcome":"The cancellation route redirected to Google sign-in with a return path to YouTube TV subscription settings."},"authenticatedFlow":{"status":"not_tested","note":"No Google account was used and no membership setting was opened."},"factors":[{"key":"channel","label":"Required channel","observedValue":"online_self_service","points":0,"maxPoints":30,"note":"Uses the least burdensome direct-billed channel the provider publishes."},{"key":"instructions","label":"Published instruction units","observedValue":5,"points":30,"maxPoints":40,"note":"Counts provider-written units, not estimated clicks."},{"key":"confirmation","label":"Actions after first Cancel selection","observedValue":1,"points":10,"maxPoints":20,"note":"Counts only actions stated in the public instructions."},{"key":"proof","label":"Documented completion proof","observedValue":null,"points":null,"maxPoints":10,"note":"No public statement stays unknown."}],"score":44,"knownFactorCount":3,"coverageLabel":"3 of 4 factors known"},{"service":"Hulu","slug":"hulu","scope":"Hulu-billed subscription","summary":"Hulu publishes four instruction units. Its instructions include a pause offer, Continue to Cancel, and Cancel Subscription.","channel":"online_self_service","documentedInstructionCount":4,"postSelectionActionCount":2,"proofSignal":"screen_and_email","thirdPartyNote":"Hulu lists multiple third-party billers and tells customers to confirm the billing party on the Account page.","officialSource":{"title":"How to cancel Hulu","url":"https://help.hulu.com/article/hulu-cancel-hulu-subscription","status":"verified","verifiedAt":"2026-09-22"},"signedOutRoute":{"url":"https://secure.hulu.com/account","status":"observed","verifiedAt":"2026-09-22","outcome":"The account route redirected to Hulu sign-in with the account page as the return path."},"authenticatedFlow":{"status":"not_tested","note":"No Hulu account was used and no cancellation control was selected."},"factors":[{"key":"channel","label":"Required channel","observedValue":"online_self_service","points":0,"maxPoints":30,"note":"Uses the least burdensome direct-billed channel the provider publishes."},{"key":"instructions","label":"Published instruction units","observedValue":4,"points":20,"maxPoints":40,"note":"Counts provider-written units, not estimated clicks."},{"key":"confirmation","label":"Actions after first Cancel selection","observedValue":2,"points":20,"maxPoints":20,"note":"Counts only actions stated in the public instructions."},{"key":"proof","label":"Documented completion proof","observedValue":"screen_and_email","points":0,"maxPoints":10,"note":"No public statement stays unknown."}],"score":40,"knownFactorCount":4,"coverageLabel":"4 of 4 factors known"},{"service":"Netflix","slug":"netflix","scope":"Direct-billed Netflix membership","summary":"Netflix publishes three instruction units and one Finish Cancellation action after the first Cancel selection.","channel":"online_self_service","documentedInstructionCount":3,"postSelectionActionCount":1,"proofSignal":"email_only","thirdPartyNote":"Netflix sends payment-partner members to the partner instructions shown on the Account page.","officialSource":{"title":"How to cancel Netflix","url":"https://help.netflix.com/en/node/407","status":"verified","verifiedAt":"2026-09-22"},"signedOutRoute":{"url":"https://www.netflix.com/cancelplan","status":"observed","verifiedAt":"2026-09-22","outcome":"The cancellation route redirected to Netflix sign-in with the cancel page as the return path."},"authenticatedFlow":{"status":"not_tested","note":"No Netflix account was used and no cancellation control was selected."},"factors":[{"key":"channel","label":"Required channel","observedValue":"online_self_service","points":0,"maxPoints":30,"note":"Uses the least burdensome direct-billed channel the provider publishes."},{"key":"instructions","label":"Published instruction units","observedValue":3,"points":10,"maxPoints":40,"note":"Counts provider-written units, not estimated clicks."},{"key":"confirmation","label":"Actions after first Cancel selection","observedValue":1,"points":10,"maxPoints":20,"note":"Counts only actions stated in the public instructions."},{"key":"proof","label":"Documented completion proof","observedValue":"email_only","points":5,"maxPoints":10,"note":"No public statement stays unknown."}],"score":25,"knownFactorCount":4,"coverageLabel":"4 of 4 factors known"},{"service":"HBO Max","slug":"hbo-max","scope":"WarnerMedia-billed HBO Max subscription","summary":"HBO Max publishes three direct-billed instruction units and asks the customer to confirm after selecting Cancel Your Subscription.","channel":"online_self_service","documentedInstructionCount":3,"postSelectionActionCount":1,"proofSignal":"screen_only","thirdPartyNote":"HBO Max publishes separate routes for app stores, device platforms, TV providers, and bundles.","officialSource":{"title":"How do I cancel HBO Max?","url":"https://help.hbomax.com/us/Answer/Detail/000002526","status":"verified","verifiedAt":"2026-09-22"},"signedOutRoute":{"url":"https://www.hbomax.com/subscription","status":"observed","verifiedAt":"2026-09-22","outcome":"The subscription route redirected to the HBO Max authentication route."},"authenticatedFlow":{"status":"not_tested","note":"No HBO Max account was used and no cancellation control was selected."},"factors":[{"key":"channel","label":"Required channel","observedValue":"online_self_service","points":0,"maxPoints":30,"note":"Uses the least burdensome direct-billed channel the provider publishes."},{"key":"instructions","label":"Published instruction units","observedValue":3,"points":10,"maxPoints":40,"note":"Counts provider-written units, not estimated clicks."},{"key":"confirmation","label":"Actions after first Cancel selection","observedValue":1,"points":10,"maxPoints":20,"note":"Counts only actions stated in the public instructions."},{"key":"proof","label":"Documented completion proof","observedValue":"screen_only","points":5,"maxPoints":10,"note":"No public statement stays unknown."}],"score":25,"knownFactorCount":4,"coverageLabel":"4 of 4 factors known"},{"service":"Spotify Premium","slug":"spotify-premium","scope":"Spotify-billed Premium plan","summary":"Spotify publishes two instruction units and does not document another action after Cancel subscription.","channel":"online_self_service","documentedInstructionCount":2,"postSelectionActionCount":0,"proofSignal":null,"thirdPartyNote":"Spotify directs partner-billed customers to the partner contact shown under Payment on the plan page.","officialSource":{"title":"How to cancel Premium plans","url":"https://support.spotify.com/us/article/cancel-premium/","status":"verified","verifiedAt":"2026-09-22"},"signedOutRoute":{"url":"https://www.spotify.com/account/subscription/manage/","status":"observed","verifiedAt":"2026-09-22","outcome":"The plan-management route redirected to Spotify sign-in with a return path to the same page."},"authenticatedFlow":{"status":"not_tested","note":"No Spotify account was used and no plan control was selected."},"factors":[{"key":"channel","label":"Required channel","observedValue":"online_self_service","points":0,"maxPoints":30,"note":"Uses the least burdensome direct-billed channel the provider publishes."},{"key":"instructions","label":"Published instruction units","observedValue":2,"points":0,"maxPoints":40,"note":"Counts provider-written units, not estimated clicks."},{"key":"confirmation","label":"Actions after first Cancel selection","observedValue":0,"points":0,"maxPoints":20,"note":"Counts only actions stated in the public instructions."},{"key":"proof","label":"Documented completion proof","observedValue":null,"points":null,"maxPoints":10,"note":"No public statement stays unknown."}],"score":0,"knownFactorCount":3,"coverageLabel":"3 of 4 factors known"},{"service":"Peacock","slug":"peacock","scope":"Peacock-billed plan","summary":"Peacock names the start and completion states but says to follow intervening steps without publishing their count.","channel":"online_self_service","documentedInstructionCount":null,"postSelectionActionCount":null,"proofSignal":"screen_and_email","thirdPartyNote":"Peacock lists Apple, Google, Roku, Amazon, TV providers, and other third-party cancellation routes.","officialSource":{"title":"How do I cancel my Peacock plan?","url":"https://www.peacocktv.com/help/article/cancellation","status":"verified","verifiedAt":"2026-09-22"},"signedOutRoute":{"url":"https://www.peacocktv.com/account/plans","status":"observed","verifiedAt":"2026-09-22","outcome":"The plan route redirected to Peacock sign-in with the plan page as the return path."},"authenticatedFlow":{"status":"not_tested","note":"No Peacock account was used and no cancellation control was selected."},"factors":[{"key":"channel","label":"Required channel","observedValue":"online_self_service","points":0,"maxPoints":30,"note":"Uses the least burdensome direct-billed channel the provider publishes."},{"key":"instructions","label":"Published instruction units","observedValue":null,"points":null,"maxPoints":40,"note":"Counts provider-written units, not estimated clicks."},{"key":"confirmation","label":"Actions after first Cancel selection","observedValue":null,"points":null,"maxPoints":20,"note":"Counts only actions stated in the public instructions."},{"key":"proof","label":"Documented completion proof","observedValue":"screen_and_email","points":0,"maxPoints":10,"note":"No public statement stays unknown."}],"score":null,"knownFactorCount":2,"coverageLabel":"2 of 4 factors known"},{"service":"SiriusXM","slug":"siriusxm","scope":"Direct-billed SiriusXM subscription","summary":"SiriusXM lists online, chat, and phone channels but does not publish a complete direct-billed online sequence on the help page.","channel":"online_self_service","documentedInstructionCount":null,"postSelectionActionCount":null,"proofSignal":null,"thirdPartyNote":"SiriusXM publishes separate instructions for Apple, Google Play, Roku, T-Mobile, and other billing providers.","officialSource":{"title":"How do I manage or cancel my service?","url":"https://www.siriusxm.com/help/manage-or-cancel-service","status":"verified","verifiedAt":"2026-09-22"},"signedOutRoute":{"url":"https://care.siriusxm.com/account/manage/dashboard","status":"observed","verifiedAt":"2026-09-22","outcome":"The Online Account Center route loaded its account-management application shell."},"authenticatedFlow":{"status":"not_tested","note":"No SiriusXM account was used and no subscription control was selected."},"factors":[{"key":"channel","label":"Required channel","observedValue":"online_self_service","points":0,"maxPoints":30,"note":"Uses the least burdensome direct-billed channel the provider publishes."},{"key":"instructions","label":"Published instruction units","observedValue":null,"points":null,"maxPoints":40,"note":"Counts provider-written units, not estimated clicks."},{"key":"confirmation","label":"Actions after first Cancel selection","observedValue":null,"points":null,"maxPoints":20,"note":"Counts only actions stated in the public instructions."},{"key":"proof","label":"Documented completion proof","observedValue":null,"points":null,"maxPoints":10,"note":"No public statement stays unknown."}],"score":null,"knownFactorCount":1,"coverageLabel":"1 of 4 factors known"}]}