Cancellation Policy

An organization admin can close the account at any time from the billing page, under "Danger zone." We ask for a fresh passkey confirmation before closing an account, since it's irreversible — the same step-up check we use for any other consequential billing change. An email or support request alone isn't treated as cancellation; use the in-app control, or contact us and we'll walk you through it.

Every plan starts with a free 30-day trial. Both Standard and Plus are fully usable during the trial, and nothing is ever billed for trial time. If you cancel while still on trial, your account closes immediately — there's no notice period, because there's nothing left to bill you for.

Once your trial has ended, cancelling is recorded immediately, but takes effect at the end of the following calendar month — your billing page always shows the exact date. Until then, you keep full access and continue to be billed normally; we don't prorate or refund the remainder of a period you've already paid into. Once that date arrives, your account is suspended the same way described in "What happens once your account is suspended" below.

Upgrading to Standard + Plus takes effect immediately, and we bill that month's flat fee right away. Downgrading back to Standard works the same way as cancelling: it takes effect at the end of the following calendar month, and you keep Plus — and keep paying for it in full — until then.

Paid plans are billed according to the pricing shown at signup and on your billing page: seat charges are prorated to the day based on who's actively on your account, while the Standard + Plus fee is a flat monthly charge that isn't reduced for a partial month. We invoice you monthly, payable by bank transfer — currently the only payment method we support — within 14 days. Fees are exclusive of any taxes we're required to collect.

Fees are non-refundable except where the law requires it or we agree otherwise in writing. Because trial time is never billed, the most reliable way to avoid a charge you didn't want is to cancel before your trial ends — your billing page always shows the exact date.

If an invoice goes unpaid, we email your organization's admins reminders at 14 and 30 days overdue, then a final warning at 44 days. If it's still unpaid 60 days after the invoice date, we suspend the account the same way described in "What happens once your account is suspended" below. Get in touch with us at any point before then and we'll help you sort it out.

Whether it's an immediate trial cancellation, a scheduled cancellation reaching its effective date, or 60 days of non-payment, suspension blocks access immediately: no one in your organization can send new attachments through your gateway, no recipient can view attachments you've already sent, and no one can log in to your dashboard. No further charges accrue once you're suspended, regardless of the reason. Around a day later, once your final invoice has been issued and your balance is at zero, we mark the account for deletion and send one more notice with a countdown. We permanently delete every attachment, recipient, and organization record 6 days after that. This can't be undone, so if you need anything before then, contact us — we can reinstate a suspended account any time before deletion actually runs.

Beyond non-payment, we may suspend or terminate an account for violating our Terms of Service — for example, using the service to send unlawful content. We'll try to reach an organization admin first, except where we believe waiting would cause harm.

We may update this policy as our service or pricing evolves. Material changes are reflected in the version number shown on our Terms of Service and Privacy Policy.

Questions about cancelling, billing, or this policy can be sent to billing@adlerwacht.com.