Cancellation policy

Last updated: October 1, 2024

We want satisfied customers, not hostages. That’s why we make it easy for you to cancel your account directly in all of our apps — no phone calls required, no questions asked.

To cancel your account, just send us an email.

Our legal responsibility is to account owners, which means we cannot cancel an account at the request of anyone else. If for whatever reason you no longer know who the account owner is, contact us. We will gladly reach out to any current account owners at the email addresses we have on file.

What happens when you cancel an account?

We’ll permanently delete the content in your account from our servers 30 days after cancellation, and from our backups within 60 days. Retrieving content for a single account from a backup isn’t possible, so if you change your mind you’ll need to do it within the first 30 days after cancellation. Content can’t be recovered once it has been permanently deleted.

We will bill you again for the final time at the end of the billing cycle that you cancelled during.

Gigahatch-initiated cancellations

We may cancel accounts if they have been inactive for an extended period:

• For frozen accounts: 180 days after being frozen due to billing failures
• For free accounts: after 365 days of inactivity

We also retain the right to suspend or terminate accounts for any reason at any time, as outlined in our Terms of Service. In practice, this generally means we will cancel your account without notice if we have evidence that you are using our products to engage in abusive behavior.

Adapted from the Basecamp open-source policies / CC BY 4.0