> ## Documentation Index
> Fetch the complete documentation index at: https://docs.terriqon.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Terriqon Cancellation Policy, Refunds, and Data Retention

> Cancel your Terriqon subscription from the billing portal. Monthly plans have a 72-hour refund window; annual plans a 30-day prorated refund window.

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](https://terriqon.com/cancellation-refund-policy).

## How to Cancel

**1. Open the billing portal**

Go to **Settings → Billing** in your Terriqon dashboard.

**2. Click Cancel Subscription**

Scroll to the bottom of the billing page and click **Cancel Subscription**.

**3. Review what happens to your data and access**

Terriqon will show you a summary of when your access ends and how long your data is retained for export. Read this carefully before proceeding.

**4. Confirm the cancellation**

Click **Confirm Cancellation** to finalize. You will receive a confirmation email at your account admin address.

> [!NOTE]
>
> If you need assistance cancelling or have questions about your account, email [support@terriqon.com](mailto:support@terriqon.com) or call +91-9354325271. The support team can also process cancellations on your behalf.

## What Happens After Cancellation

Your refund eligibility and the timing of access loss depend on your billing cycle and when you cancel.

> **Monthly — within 3 days of purchase**
>
> Cancel within **72 hours** of your most recent monthly payment to receive a **full cash refund**. Your access ends immediately upon cancellation.

> **Monthly — after 3 days**
>
> No refund is issued. Your access continues until the **end of your current billing month**, after which your account is deactivated.

> **Annual — within 30 days of purchase**
>
> Cancel within **30 days** of your most recent annual payment or renewal to receive a **prorated cash refund** for the unused portion of your term. Access ends immediately.

> **Annual — after 30 days**
>
> No refund and no credit are issued. You **keep access until the end of your paid annual term** — you're not cut off mid-year. Your account closes at the natural end of the term.

**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.

> [!WARNING]
>
> After the 30-day post-cancellation retention period, your data is permanently deleted and cannot be recovered. Export all data before cancelling.

## 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](https://docs.terriqon.com/account/managing-your-subscription.md#add-ons), never auto-billed.

See [Managing Your Subscription](https://docs.terriqon.com/account/managing-your-subscription.md) for step-by-step downgrade instructions.

## 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.

| Situation | Outcome |
| - | - |
| Monthly cancellation within 72 hours of payment | Full **cash refund** to original payment method |
| Monthly cancellation after the 72-hour window | **No refund** — access continues until end of current billing month |
| Annual cancellation within 30 days of payment/renewal | Prorated **cash refund** to original payment method |
| Annual cancellation after the 30-day window | **No refund and no credit** — access continues until end of paid annual term |
| Annual downgrade within 30 days of payment/renewal | Prorated **cash refund** to original payment method |
| Annual downgrade after the 30-day window | Prorated **account credit** for unused term (non-expiring, not redeemable for cash) |
| Confirmed billing error | Full **cash refund** to original payment method |
| Command plan SLA breach confirmed | **Account credit** (not cash) |

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.

## 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.

> [!NOTE]
>
> These figures are illustrative only — see [Plans & Pricing](https://docs.terriqon.com/account/plans-and-pricing.md) for current Terriqon rates.

## 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](mailto: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.

> [!NOTE]
>
> Billing is processed through Stripe. Once a refund is issued by Terriqon, the time it takes to appear on your statement depends on your card issuer — most refunds reflect within 5–10 business days.

## 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](https://docs.terriqon.com/account/plans-and-pricing.md) page.

**1. Open a project**

Navigate to any project in your Terriqon dashboard that contains data you want to retain.

**2. Click Export**

Open the project and click the **Export** button in the submissions or reports view.

**3. Choose your format**

Select the format you need — the available formats depend on your current plan.

**4. Download**

Click **Download**. Repeat for each project whose data you need to preserve.

> [!NOTE]
>
> **After a downgrade that removes a format:** if you move to a plan that no longer includes a specific export format (such as Excel or Chart JSON), previously generated exports in that format remain downloadable for **30 days** after the downgrade. Save your copies within that window. After 30 days, new download links for those specific formats are no longer issued — though the underlying data itself is never deleted for this reason.

> [!TIP]
>
> Export AI-generated reports separately from the Reports section of each project. Report exports include structured summaries that may not be captured in raw submission exports.

> [!NOTE]
>
> The Command plan includes an uptime SLA. Confirmed SLA breaches are remedied with account credit, not cash refunds — see our [Cancellation & Refund Policy](https://terriqon.com/cancellation-refund-policy) for the exact calculation method and claim process.


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