Cancellation Policy
Last updated
We want satisfied customers, not hostages. That’s why you can cancel directly in the dashboard: no phone calls required, no questions asked.
Account owners can cancel a paid plan with Cancel plan in the project's billing settings. Once every plan is cancelled, you can also delete your account.
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?
When you cancel a subscription, your paid plan stays active until the end of the billing period you've paid for, and we won't bill you again. When you delete your account, you lose access right away, so download everything you want to keep beforehand.
We’ll permanently delete your account data within 30 days from our servers and logs, and within 60 days from our backups. Retrieving data for a single account from a backup isn’t possible, so if you change your mind you’ll need to tell us within the first 30 days. Data can’t be recovered once it has been permanently deleted.
We don’t automatically prorate unused time on monthly plans, but if you haven’t used your account in months or just started a new billing cycle, contact us for a fair refund. If you cancel a yearly plan, we refund the unused months. We’ll treat you right.
Instatus-initiated cancellations
Instatus may cancel accounts that have been inactive for an extended period. We email the account owners before we do:
- For trial accounts: 30 days after a trial has expired without being upgraded
- For frozen accounts: 180 days after being frozen due to billing failures
- For free accounts: after 365 days of inactivity
We may also suspend or close accounts that break our Terms of Service or Acceptable Use Policy. Where we can, we contact the account owner first. We act immediately when we have evidence that an account is being used for illegal activity or to harm others.