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Cancellation Policy

Last updated: December 2, 2021

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

Account owners can follow these instructions to cancel in-app:

  • If you want to cancel a team where you are the owner, you need to remove it using the "Delete Team" button in the Settings-Team section.
  • If you want to cancel your account, you can remove it using the "Delete Account" button in the "My Profile" section. In case you are an owner of a team, you need to remove yourself as the owner or remove the team first.

Our legal responsibility is to account owners, which means we cannot cancel an account at the request of anyone else.

What happens when you delete or cancel?

You can cancel an account or team by deleting them.

You won't be able to access your account or team once you delete them.

We'll permanently delete your account or team data within 30 days from our servers and logs. Retrieving data for a single account or team from a backup isn't possible, so if you change your mind, you'll need to do it within the first 30 days. Data can't be recovered once it has been permanently deleted.

We will invoice everything consumed at the moment you cancel the service for a Team. If you are the owner of more than one team, you could continue being charged for other teams; in that case, If you don't want to be charged anymore for any 19 Signals service, you need to delete all teams where you have paid services.

19 Signals Product-initiated cancellations

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

  • If you have an account without any paid service contracted, your account could be canceled if you have not signed in for more than 90 days.
  • If you have an account with billing failures, your account could be canceled if you don't fix the billing information for more than 180 days.
  • If you have an account with an unverified email address, your account could be canceled if you don't verify your email address within 72 hours.
  • 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.
19 Signals policies are open source, licensed under CC BY 4.0. Adapted from the Basecamp open-source policies / CC BY 4.0.
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