We would rather fix a problem than lose a customer, but when you need to cancel a service, the process should be clear and painless. This article explains how cancellation works, what happens to your data, and how refunds are handled.
How to request cancellation
- Log in to the portal and open Services, then click the service you want to cancel.
- Choose Request Cancellation from the actions menu.
- Select the type: Immediate ends the service within one working day, while End of Billing Period keeps it running until the date you have already paid for. Most customers should choose end of billing period.
- Tell us the reason. Honest feedback genuinely shapes what we improve.
- Submit. You will receive a confirmation email with the effective date.
Before you cancel: a data checklist
- Download website files, databases and email backups for hosting services.
- Export reports and master data from TrueStock or other software subscriptions.
- Note any domain names that must be transferred or renewed elsewhere before expiry.
- After the effective date, data is deleted according to our retention schedule and cannot be recovered.
Refund policy and timelines
- Monthly subscriptions are generally not refunded for the current month; cancellation stops future billing.
- Annual plans cancelled early may receive a prorated credit or refund depending on the product terms shown at purchase.
- Hardware such as RFID readers follows the manufacturer warranty and return terms in your order.
- Approved refunds are processed to the original payment method within 7 to 10 working days. Bank posting times vary.
Stopping automatic payments
Cancellation stops future invoices automatically. If you also want a saved card or mandate removed, delete it under Billing, Payment Methods. For any dispute or special case, open a Billing ticket and we will resolve it quickly.
