Cancellation policy
Last updated: January 20, 2025
We want satisfied customers, not hostages. That's why we make it easy for you to cancel your subscription directly on our website — no phone calls required, no questions asked.
Organization owners can follow these instructions to cancel in-app:
- Sign in using your account credentials.
- Navigate to the Organizations overview using the user button (top-right corner on the website).
- Select the organization for which you want to cancel the subscription.
- Select the "Delete Organization" button at the bottom of the page to delete your organization and cancel the subscription linked to the organization. Be aware this action will delete the organization, its projects, and the links between user accounts and the organization.
- Confirm the deletion with your password and click the "Delete" button.
We'll permanently delete the content in your organization from our servers 30 days after cancellation, and from our backups within 60 days. Retrieving content for a single organization from a backup isn't possible, so if you change your mind you'll need to do it within the first 30 days after cancellation. Content can't be recovered once it has been permanently deleted.
We won't bill you again once you cancel. We don't prorate any unused time you may have left.
Our legal responsibility is to organization owners, which means we cannot cancel an organization at the request of anyone else. If for whatever reason you no longer know who the organization owner is, contact us. We will gladly reach out to any current organization owners at the email addresses we have on file.
What happens when you cancel an account?
You won't be able to access your organization once you cancel, so make sure you download everything you want to keep beforehand. You will still be able to use your personal account in other organizations or to create a new organization. If you would like to delete your personal account as well, you can follow these instructions:
- Sign in using your account credentials.
- Navigate to your Profile overview using the user button (top-right corner on the website).
- Select the "Delete account" button at the bottom of the page to delete your account.
- Confirm the deletion with your password and click the "Delete" button.
We'll permanently delete the content in your account from our servers 30 days after cancellation, and from our backups within 60 days. Retrieving content for a single account from a backup isn't possible, so if you change your mind you'll need to do it within the first 30 days after cancellation. Content can't be recovered once it has been permanently deleted.
Clovernance-initiated cancellations
We may cancel accounts if they have been inactive for an extended period:
- For accounts that never created an organization: after 30 days of inactivity.
- For accounts that own a frozen organization: 180 days after being frozen due to billing failures.
- For accounts that were in an active organization but don't anymore: after 365 days of inactivity.
We may cancel organizations if they have been inactive for an extended period:
- For frozen organizations: 180 days after being frozen due to billing failures.
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 Product to engage in abusive behavior.
Adapted from the Basecamp open-source policies / CC BY 4.0