What happens if a customer cancels a SaaS contract?

When a customer cancels a SaaS contract in AWS Marketplace, the refund process is not automatic and requires specific actions from the customer:

1. Customers must request cancellations and refunds through AWS Support within 48 hours of purchase.

2. If approved, a full or prorated refund is typically processed within 3-5 business days.

3. When a cancellation is initiated, your SaaS product receives a notification through the Amazon SNS topic for that customer.

4. You (as the seller) have one hour to send a final metering record for any additional usage charges after receiving this notification.

5. You should notify the customer from your product that the cancellation is in progress.

If a customer approaches you directly about cancellation, you should direct them to AWS Marketplace to ensure there will be no future charges.

For SaaS contracts specifically, customers can also manage auto-renewal settings through the AWS Marketplace console by accessing "Manage subscriptions," finding the product, choosing "Actions," "View terms," and then "Modify" to cancel auto-renewal if needed.

There is no mention in the documentation about automatic prorated refunds happening in the middle of a contract term without customer action through AWS Support.
Sources
Pricing for SaaS contracts - AWS Marketplace
Modifying an existing public contract - AWS Marketplace