Cancellation Policy

Simple, transparent, and customer-friendly cancellation process for all our services

Effective Date: August 2025

Last Reviewed: September 2025

1. Introduction and Philosophy

At Claimpal, we believe in empowering our customers with flexibility and control over their subscriptions and services. We understand that business needs evolve, circumstances change, and sometimes our services may no longer align with your requirements. This comprehensive cancellation policy reflects our commitment to making the cancellation process as straightforward and hassle-free as possible.

Our approach to cancellations is built on principles of transparency, fairness, and respect for customer choice. We don't believe in locking customers into services they no longer need or want. Instead, we focus on continuously improving our offerings to earn your continued business through value delivery rather than contractual obligations.

This policy applies to all Claimpal services, including individual subscriptions, team plans, enterprise agreements, and one-time purchases. All payment processing and subscription management is handled through our secure payment partner, Paystack, ensuring compliance with industry standards and regional regulations.

2. Understanding Your Cancellation Rights

As a Claimpal customer, you have comprehensive rights regarding service cancellation. We respect these rights and have designed our systems and processes to honor them efficiently:

2.1 Fundamental Rights

  • Right to Cancel: You may cancel any subscription or recurring service at any time without penalty
  • Right to Information: Access to clear information about cancellation procedures and implications
  • Right to Data: Ability to export your data before cancellation takes effect
  • Right to Support: Access to customer support throughout the cancellation process
  • Right to Fairness: Pro-rated refunds where applicable under our refund policy

2.2 No Hidden Barriers

We commit to providing a cancellation process free from hidden barriers or dark patterns. This means:

  • No requirement to call or speak with retention specialists
  • No hidden cancellation fees or penalties for standard services
  • No complicated multi-step processes designed to discourage cancellation
  • No guilt-inducing messaging or manipulative user interfaces
  • Clear confirmation of cancellation with no ambiguity

3. Types of Services and Specific Cancellation Terms

Different service types have specific cancellation procedures and terms. Understanding these helps ensure a smooth cancellation experience:

3.1 Individual Subscription Plans

3.1.1 Monthly Subscriptions

  • Cancellation Window: Can be cancelled at any time during the billing cycle
  • Effect Date: Cancellation takes effect at the end of the current billing period
  • Access Continuation: Full access maintained until the billing period ends
  • Renewal Prevention: Automatic renewal is immediately disabled upon cancellation
  • Refund Eligibility: Generally no partial month refunds unless service issues occurred

3.1.2 Annual Subscriptions

  • Cancellation Window: Can be cancelled at any time during the annual term
  • Effect Date: Cancellation takes effect at the end of the annual term
  • Early Cancellation: Pro-rated refunds available within 30 days of purchase
  • Access Continuation: Full access maintained until the term expires
  • Downgrade Option: Option to switch to monthly billing at term end

3.2 Team and Business Plans

3.2.1 Team Subscriptions

  • Admin Authority: Only team administrators can cancel team subscriptions
  • Member Notification: All team members are notified of pending cancellation
  • Data Migration: 30-day grace period for data export and migration
  • Seat Adjustment: Option to reduce seats instead of full cancellation
  • Transfer Options: Ability to transfer ownership before cancellation

3.2.2 Enterprise Agreements

  • Contract Terms: Governed by specific enterprise agreement terms
  • Notice Period: Typically requires 30-90 days advance notice
  • Account Management: Handled through dedicated account managers
  • Data Retention: Extended data retention periods as per agreement
  • Transition Support: Professional services support for transition

3.3 One-Time Services and Credits

3.3.1 Document Processing Credits

  • Non-Recurring Nature: No cancellation needed for one-time purchases
  • Credit Expiration: Unused credits expire as per purchase terms
  • Refund Options: Unused credits may be refundable within 30 days
  • Transfer Policy: Credits generally non-transferable between accounts

3.3.2 Professional Services

  • Consultation Services: 48-hour cancellation notice required
  • Implementation Projects: Cancellation terms per project agreement
  • Training Sessions: 24-hour cancellation for rescheduling
  • Custom Development: Milestone-based cancellation provisions

3.4 Trial and Promotional Subscriptions

  • Free Trials: Can be cancelled at any time without charges
  • Promotional Rates: Cancellation may forfeit promotional pricing upon resubscription
  • Extended Trials: Special terms may apply as communicated at signup
  • Beta Programs: Cancellation terms specific to beta agreement

4. Comprehensive Cancellation Methods

We provide multiple convenient methods for cancelling your services, ensuring accessibility and ease of use for all customers:

4.1 Self-Service Online Cancellation (Recommended)

Our preferred method for its speed and convenience:

  1. Access Your Account: Log into your Claimpal account dashboard
  2. Navigate to Settings: Click on "Account Settings" or "Subscription Management"
  3. Select Cancellation: Click on "Cancel Subscription" or "Cancel Service"
  4. Provide Feedback (Optional): Share your reason for cancellation to help us improve
  5. Review Implications: Review what happens after cancellation
  6. Confirm Cancellation: Click "Confirm Cancellation" to finalize
  7. Receive Confirmation: Immediate email confirmation with cancellation details

4.2 Email Cancellation Request

For those preferring email communication:

  1. Send Request: Email hello@claimpal.ai with subject "Cancellation Request - [Your Account Email]"
  2. Include Details:
    • Account email address
    • Service or subscription to cancel
    • Preferred cancellation date (immediate or future)
    • Reason for cancellation (optional but appreciated)
  3. Verification: We may request additional verification for security
  4. Processing Time: Processed within 24-48 business hours
  5. Confirmation: Email confirmation once cancellation is processed

4.3 API-Based Cancellation

For technical integrations and automated systems:

  • API Endpoint: Available for enterprise and technical accounts
  • Authentication: Requires valid API credentials
  • Webhook Notifications: Real-time notifications of cancellation status
  • Documentation: Full API documentation available in developer portal

5. Cancellation Timeline and Processing

Understanding the timeline of cancellation helps set appropriate expectations:

5.1 Immediate Actions

  • Instant Confirmation: Cancellation request acknowledged immediately
  • Billing Stop: Future charges prevented immediately
  • Status Update: Account status updated to "Cancellation Pending"
  • Email Notification: Confirmation email sent to account holder

5.2 Processing Period

  • Online Cancellations: Processed immediately
  • Email Requests: 24-48 hours for processing
  • Complex Accounts: Up to 5 business days for enterprise accounts
  • Refund Processing: 3-10 business days if refunds apply

5.3 Post-Cancellation Timeline

  • Access Period: Continues until end of paid period
  • Data Export Window: 30 days to export your data
  • Data Deletion: 90 days before permanent deletion
  • Reactivation Window: 90 days for easy reactivation

6. What Happens After Cancellation

It's important to understand the implications of cancellation for your account and data:

6.1 Immediate Effects

  • Billing Cessation: No new charges will be incurred
  • Auto-Renewal Disabled: Automatic renewal is turned off
  • Feature Access: Current features remain accessible until period end
  • Support Access: Continued support until service period ends

6.2 End of Service Period

  • Access Termination: Platform access is disabled
  • Read-Only Mode: Account switches to read-only for data export
  • API Deactivation: API keys and integrations are deactivated
  • Team Member Notification: Team members notified of access termination

6.3 Data Management

6.3.1 Data Export Options

  • Export Tools: Self-service data export available in account settings
  • Format Options: Multiple export formats (JSON, CSV, PDF)
  • Bulk Download: One-click download of all processed documents
  • API Export: Programmatic data export via API

6.3.2 Data Retention Policy

  • 30 Days: Full data access for export purposes
  • 31-90 Days: Data archived but recoverable upon reactivation
  • After 90 Days: Permanent deletion of user data
  • Legal Retention: Some data retained as required by law

7. Refunds and Financial Considerations

Cancellation may entitle you to refunds under certain circumstances. Please refer to our comprehensive Refund Policy for detailed information. Here's a summary of key points:

7.1 Refund Eligibility Upon Cancellation

  • Trial Periods: Full refund if cancelled during trial period
  • Annual Plans: Pro-rated refund if cancelled within 30 days
  • Service Issues: Refunds for documented service failures
  • Duplicate Charges: Full refund for any duplicate charges

7.2 Non-Refundable Scenarios

  • Monthly Plans: Generally no partial month refunds
  • Used Services: No refunds for consumed services or credits
  • Late Cancellations: No refunds for cancellations after 30 days
  • Processing Fees: Transaction fees are non-refundable

7.3 Credit and Proration

  • Account Credits: May be offered instead of refunds
  • Pro-Rated Calculations: Based on days remaining in billing period
  • Currency Considerations: Refunds in original payment currency
  • Processing Time: 3-10 business days via Paystack

8. Reactivation and Win-Back Options

We understand that circumstances change, and you may wish to return to Claimpal after cancellation. We make reactivation simple and welcoming:

8.1 Reactivation Within Grace Period

  • Before Period End: Instant reactivation with no data loss
  • Within 30 Days: Full data restoration available
  • 31-90 Days: Data restoration from archives
  • Same Pricing: Option to maintain previous pricing for 30 days

8.2 Reactivation Process

  1. Log into your cancelled account
  2. Click "Reactivate Subscription"
  3. Choose your plan (previous or new)
  4. Update payment information if needed
  5. Confirm reactivation
  6. Immediate access restoration

8.3 Win-Back Offers

Returning customers may be eligible for special offers:

  • Discount Codes: Special rates for returning customers
  • Extended Trials: Try new features before committing
  • Upgrade Incentives: Discounts on higher-tier plans
  • Loyalty Credits: Account credits based on previous usage

9. Automatic Renewal and Prevention

Understanding our automatic renewal process helps you maintain control over your subscriptions:

9.1 How Automatic Renewal Works

  • Default Setting: Subscriptions auto-renew unless cancelled
  • Renewal Date: Same day each month/year as original purchase
  • Payment Method: Charged to saved payment method via Paystack
  • Price Changes: Notified 30 days before any price increases

9.2 Renewal Notifications

  • 7 Days Before: Email reminder of upcoming renewal
  • 24 Hours Before: Final renewal notification
  • Post-Renewal: Receipt and confirmation email
  • Failed Payment: Immediate notification with retry schedule

9.3 Preventing Unwanted Renewals

  • Cancel Early: Cancel anytime to prevent next renewal
  • Calendar Reminders: Set personal reminders before renewal
  • Update Cards: Keep payment methods current to avoid failures
  • Review Subscriptions: Regular account review recommended

10. Special Circumstances and Exceptions

10.1 Compassionate Cancellations

We understand that life circumstances can change unexpectedly. In cases of documented hardship, illness, or other exceptional circumstances, we may offer:

  • Immediate cancellation with full refund
  • Extended data retention periods
  • Waiver of notice requirements
  • Flexible payment arrangements

10.2 Regulatory Compliance Cancellations

Certain jurisdictions provide additional cancellation rights:

  • Cooling-Off Periods: Statutory rights to cancel within specified timeframes
  • Consumer Protection: Additional rights under local consumer laws
  • Data Privacy: Cancellation rights under GDPR, POPIA, and similar regulations
  • Accessibility: Special provisions for users with disabilities

10.3 Service-Initiated Cancellations

In rare cases, Claimpal may need to cancel services:

  • Service Discontinuation: 90-day notice with full refunds
  • Terms Violation: Immediate cancellation without refund
  • Payment Failures: Cancellation after failed retry attempts
  • Legal Requirements: Compliance with court orders or regulations

11. Dispute Resolution and Escalation

If you encounter issues with your cancellation or disagree with how it was handled:

11.1 Initial Support

  1. Contact hello@claimpal.ai with your concern
  2. Provide your account details and cancellation reference
  3. Explain the issue and desired resolution
  4. Receive response within 24-48 hours

11.2 Escalation Process

  1. If unsatisfied, email lindi@claimpal.ai
  2. Include previous correspondence and case number
  3. Management review within 3 business days
  4. Final decision with detailed explanation
  5. Information about external mediation if needed

11.3 Chargeback Considerations

While chargebacks are an option, we encourage direct communication first:

  • Chargebacks may result in immediate account suspension
  • Additional fees may apply per Paystack policies
  • May affect ability to use services in future
  • Direct resolution is typically faster and more flexible

12. Best Practices and Recommendations

To ensure the smoothest possible cancellation experience:

12.1 Before Cancelling

  • Export Your Data: Download all important documents and analyses
  • Check Billing Cycle: Understand when your current period ends
  • Review Alternatives: Consider downgrading instead of cancelling
  • Contact Support: Discuss concerns that might be addressable
  • Document Everything: Keep records of cancellation confirmation

12.2 During Cancellation

  • Read Carefully: Review all cancellation terms and implications
  • Provide Feedback: Help us improve by sharing your experience
  • Confirm Receipt: Ensure you receive confirmation email
  • Note Dates: Record when access will end
  • Update Integrations: Disconnect any third-party integrations

12.3 After Cancellation

  • Monitor Billing: Verify no further charges occur
  • Save Confirmation: Keep cancellation confirmation for records
  • Complete Export: Finish data export within grace period
  • Update Records: Note service end date in your records
  • Stay Informed: Remain subscribed to product updates if interested

13. Payment Processing and Paystack Integration

All payment processing, including cancellations and refunds, is handled securely through Paystack:

13.1 Paystack's Role

  • Subscription Management: Paystack handles all recurring billing
  • Payment Security: PCI-compliant payment processing
  • Refund Processing: Refunds initiated through Paystack
  • Currency Handling: Multi-currency support and conversion

13.2 What Happens in Paystack

  • Cancellation Signal: We notify Paystack to stop future charges
  • Subscription Status: Updated to cancelled in Paystack's system
  • Payment Method: Remains on file but inactive
  • Transaction History: Preserved for your records

13.3 Payment Method Management

  • Card Updates: Update payment methods before cancellation if needed
  • Multiple Methods: Manage multiple payment methods in account
  • Removal Option: Remove payment methods after cancellation
  • Security: Payment data encrypted and secure

14. International and Regional Considerations

As a global service, we accommodate regional differences in cancellation practices:

14.1 Regional Variations

  • Time Zones: Support hours adjusted for major regions
  • Languages: Cancellation support in multiple languages
  • Payment Methods: Regional payment options supported
  • Legal Requirements: Compliance with local regulations

14.2 Currency Considerations

  • Billing Currency: Cancellation doesn't affect currency settings
  • Refund Currency: Refunds in original payment currency
  • Exchange Rates: Current rates applied for conversions
  • Bank Fees: Customer responsible for bank charges

15. Contact Information and Support

We're here to help with any cancellation-related questions or concerns:

15.1 Primary Support

  • Email: hello@claimpal.ai
  • Response Time: Within 24-48 hours
  • Business Hours: Monday-Friday, 9 AM - 6 PM SAST
  • Holiday Support: Limited during South African public holidays

15.2 Escalation Support

  • Email: lindi@claimpal.ai
  • Purpose: Escalated issues and disputes
  • Response Time: Within 3 business days

15.3 Self-Service Resources

  • Account Dashboard: Manage cancellations online
  • Help Center: FAQs and guides
  • Community Forum: Peer support and discussions
  • Status Page: Service availability updates

16. Policy Updates and Governance

This cancellation policy may be updated to reflect changes in our services, technology, legal requirements, or business practices:

16.1 Update Process

  • Review Frequency: Annual review at minimum
  • Change Notification: 30 days advance notice for material changes
  • Version History: Previous versions available upon request
  • Effective Dates: Clearly marked on all versions

16.2 Customer Communication

  • Email Notification: Direct email for significant changes
  • Website Notice: Prominent notice on website
  • Dashboard Alert: In-app notifications for users
  • Grace Period: Time to review before changes take effect

17. Legal Framework

17.1 Governing Law

This policy is governed by the laws of South Africa. However, we acknowledge and respect consumer protection laws in all jurisdictions where we operate, and nothing in this policy is intended to limit statutory rights that cannot be waived.

17.2 Compliance Standards

  • Consumer Protection: South African Consumer Protection Act compliance
  • Data Protection: POPIA and GDPR compliance where applicable
  • Electronic Commerce: ECT Act compliance
  • International Standards: ISO and industry best practices

18. Final Provisions

Entire Agreement: This cancellation policy, together with our Terms of Service, Privacy Policy, and Refund Policy, constitutes the complete agreement regarding cancellation of Claimpal services.

Severability: If any provision of this policy is found invalid or unenforceable, the remaining provisions shall continue in full force and effect.

No Waiver: Our failure to enforce any provision of this policy shall not constitute a waiver of that provision or any other provision.

Assignment: This policy and your rights under it may not be assigned without our written consent.

This policy was last updated on September 2025
For questions or assistance, contact hello@claimpal.ai
For escalations, contact lindi@claimpal.ai

Quick Cancellation Guide:
1. Log into your account
2. Go to Settings → Subscription
3. Click "Cancel Subscription"
4. Confirm cancellation
5. Download your data
Support: hello@claimpal.ai