Terriqon Cancellation Policy, Refunds, and Data Retention

You can cancel your Terriqon subscription at any time directly from the billing portal — no waiting period, no cancellation fee. Whether you are on a monthly or annual plan, what happens next depends on when you cancel relative to your most recent payment. Before you cancel, we strongly recommend exporting all of your data, as it will be permanently deleted after the post-cancellation retention period. This page walks through the common scenarios in plain terms. For the authoritative legal detail — including SLA credit calculations, billing-error refund handling, and the full worked example — see our Cancellation & Refund Policy.

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How to Cancel

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What Happens After Cancellation

Your refund eligibility and the timing of access loss depend on your billing cycle and when you cancel. After cancellation — data retention: Once your access period ends, your organization’s data enters a retention window:

• Your data is retained for 30 days after cancellation. Use this window to export submissions, reports, and any other records you need.
• After the 30-day retention period, your data is permanently deleted from Terriqon’s production systems within a further 90 days.
• Billing records (invoices, payment history) are retained for up to 8 years, in accordance with Indian financial record-keeping requirements.
• Residual copies in encrypted backups are overwritten on a rolling cycle of approximately 90 additional days and are not used for any active purpose in the interim.

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Downgrading (Not Cancelling)

If you want to reduce your costs or seat count without fully cancelling, you can downgrade to a lower plan. Downgrading keeps your account active and your data intact.

• Monthly plans: A downgrade is scheduled for the end of your current billing month. You retain your existing plan’s features and seat limit until then.
• Annual plans: A downgrade takes effect immediately. The unused prepaid value for the remainder of your annual term is converted to non-expiring account credit. If you are within 30 days of your most recent annual payment, you may instead be eligible for a prorated cash refund.

If a downgrade puts you over the new plan’s seat limit: Terriqon does not automatically archive anyone. Instead, the excess active seats above the new plan’s cap are billed at a per-seat overage rate on your next invoice, until you either archive team members to fit within the new plan or upgrade again. This post-downgrade overage is separate from ordinary within-plan capacity: within your existing plan, extra capacity is purchased as opt-in add-ons, never auto-billed. See Managing Your Subscription for step-by-step downgrade instructions.

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Account Credit vs. Cash Refund

It is important to understand the distinction between account credit and a cash refund, as the two are not interchangeable. Account credit is automatically applied to your next Terriqon invoice and never expires. It cannot be transferred to another account, paid out as cash, or used outside of Terriqon. Check your credit balance at any time under Billing → Credit Balance in the billing portal.

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A Worked Example

Concrete numbers make the mechanics easier to see. Suppose your organization is on an annual plan and paid $2,400 upfront for a 12-month term. Scenario A — you downgrade on day 100 (after the 30-day window).

• Days remaining: 265 of 365
• Credit issued: (265 ÷ 365) × $2,400 ≈ $1,742
• The $1,742 is applied as non-expiring account credit and automatically offsets your invoices under the new, lower-priced plan until the credit is used up.

Scenario B — you request the same downgrade on day 20 (within the 30-day window).

• Days remaining: 345 of 365
• Prorated cash refund: (345 ÷ 365) × $2,400 ≈ $2,268
• Refunded to your original payment method rather than issued as credit.

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Billing Errors

If you believe you were charged an incorrect amount, contact the Terriqon support team as soon as possible.

1. Email support@terriqon.com with the subject line “Billing Error”.
2. Include your invoice number, the date of the charge, and a brief description of the discrepancy.
3. The team will investigate and confirm whether an error occurred, typically within 2–3 business days.
4. Confirmed billing errors are refunded in full to your original payment method, usually within 5–10 business days of confirmation.

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Exporting Your Data Before Cancelling

Before you cancel, download a local copy of all submissions, reports, and project data you want to keep. The specific export formats available depend on your plan — Excel and Chart JSON, for example, are included on some plans and not others. Check what’s included on your plan under Settings → Billing, or on the Plans & Pricing page.