Cancellation Policy

Last updated 15 September 2026

How to cancel, what happens afterwards, and what is refundable. No retention calls, no hoops, no cancellation fee.

How to cancel

The 90-day initial term

There is a 90-day minimum term from the day your crew goes live. It exists because setup is real work — fourteen days of configuration, training and supervised calls before anything runs on its own — and because three months is roughly how long it takes to see whether the service is actually moving numbers in your business.

You can cancel during those 90 days. The remaining months of the term are still payable, and the service keeps running until the term ends. We would rather state that plainly than have you discover it in a clause.

The one exception is if we fail to deliver. If the crew is not working as configured and we cannot fix it after you have told us, the minimum term does not apply. That is covered below.

After 90 days

The agreement continues month to month. Cancel any time and the service ends at the close of your current billing month. There is no notice period and no exit fee.

You keep the service until the end of the month you have already paid for. We do not cut you off mid-cycle.

What is refundable

If it is not working

Tell us before you cancel. Most problems in the first weeks are configuration — a triage rule that does not match how you actually work, a pricing boundary set too tight, a question Ava is asking badly. Those are fixable in a day.

If you have raised a problem in writing and we have not resolved it within 14 days, you can cancel immediately regardless of the 90-day term, and we will refund the month in question.

What happens when you cancel

Your phone number

Your number is yours and always was. We route it during service and stop routing it when service ends. Nothing needs porting back and you will not lose it. We will confirm the cutover time with you so there is no window where calls reach nobody.

Your data

You can request a full export — call records, transcripts, booked appointments, lead history — at any time before or within 30 days after cancellation. We provide it in a usable format at no charge.

After 30 days, active data is deleted. Audio recordings follow the 90-day retention described in the Privacy Policy. Transcripts are retained for 12 months after account closure as a record of what was agreed, then deleted.

If you want everything deleted sooner, say so and we will do it — but export first, because we cannot undo it.

Your configuration

We keep your setup for 12 months in case you come back. Returning within that window means no second setup fee and a much shorter restart. After 12 months it is deleted and a return would start fresh.

Pausing instead of cancelling

Some trades are genuinely seasonal. If your call volume disappears for part of the year, ask about pausing rather than cancelling. A paused account keeps your configuration and your routing ready at a reduced monthly rate.

This is not a retention tactic dressed up as a favour. If the service is not earning its cost in your slow months, pausing is the honest answer and cancelling entirely is a reasonable one.

If we cancel

We may end the service for non-payment after notice, or for the conduct described in the Terms of Service — principally asking us to suppress call-recording consent or to message people who have not contacted your business.

If we end the service for any reason other than your breach, we refund unused time and give you at least 30 days to move.

Contact

crew@getrelaycrew.com