Refund and Cancellation Policy

01Why this page exists

These rules also appear in our terms, in the billing section and the termination section. They are gathered here because a person deciding whether to buy should not have to read a contract to find out how to stop.

Where this page and the terms differ, the terms govern. We check them against each other whenever either changes.

02Cancelling

You can cancel at any time from account settings, or by writing to support@adoptiv.com. You do not need to give a reason and you do not need to talk to anybody first.

Cancellation takes effect at the end of the billing period you have already paid for. You keep full access until then, and the subscription does not renew.

Annual plans renew automatically unless you tell us at least 30 days before the renewal date. Monthly plans renew monthly until you cancel.

03When you get a refund

Fees are not refundable except in the cases below, each of which we honour without argument.

• Annual plans, within 7 days. If you buy an annual plan and change your mind within 7 days of the first purchase, you get the whole amount back.
• We terminate you without cause. If we end your account mid-term for a reason that is not a breach of the terms, you get a prorated refund of the unused part of the current period.
• We billed you wrongly. If a charge is our error, we credit or refund it within 14 business days of confirming it, and you do not have to chase it.
• Consumer cooling-off rights. Where a mandatory consumer right applies, it applies, including the 14-day right of withdrawal under the EU Consumer Rights Directive if you are buying as a consumer in the EU.

04When you do not get a refund

Cancelling part-way through a period does not produce a prorated refund. You keep the service until the period ends, which is what you paid for.

Usage that has already happened is not refundable. Minutes placed, messages sent, numbers bought and analysis run are consumed at the moment they occur.

We do not refund for a period in which you did not use the service. A subscription reserves capacity whether or not you dial.

Where we terminate an account for a breach of the acceptable use policy, no refund is due. That policy is at /legal/acceptable-use and the breaches that end an account without a cure period are listed there.

05Uptime credits are separate

If we miss the uptime commitment, the remedy is a service credit rather than a refund, and it is claimed differently. The commitment, the credit schedule and the 15-day claim window are at /legal/sla.

A credit reduces a future invoice. It is not paid out in cash, and it is the only remedy for missed uptime.

06Free trials

A free trial costs nothing and needs no cancellation. If you do nothing at the end of it, it simply stops.

If you convert to a paid plan during or at the end of a trial, the refund rules above apply from the date of that first payment.

07How to ask

Write to support@adoptiv.com from the email address on the account, or from an administrator address on it, and say what you want refunded and why. We answer with a decision rather than a form.

Approved refunds go back to the original payment method through our payment processor. How long that takes to appear is set by your bank rather than by us, and is usually a few working days.

08What happens to your data

Cancelling does not delete anything immediately. You get a 30-day retrieval window from the end of your paid term, during which an administrator can sign in to export.

After that window the workspace is deleted. The full sequence, including how long a record survives in a backup, is in the retention schedule at /legal/retention.

Export everything you want before the window closes. We will help if the export is large, but we cannot recover a workspace after it has been dropped.

09Telephone numbers

Numbers you bought through us are released back to the carrier when the retrieval window closes. Once released, a number cannot be recovered and may be issued to somebody else.

If you want to port a number out, start it before you cancel. Porting takes longer than the retrieval window in many cases, and we cannot hold a released number for you.

10Changes to this policy

We can change this policy, and we will post the new version here with a new date. A change that reduces a refund right does not apply to a purchase you already made.

Questions go to legal@adoptiv.com.