Cancellation policy

Last updated: September 26, 2024

We want satisfied customers, not hostages. That’s why we make it easy for you to cancel your account directly — no phone calls required, no questions asked.

Our legal responsibility is to account owners, which means we cannot cancel an account at the request of anyone else. If for whatever reason you no longer know who the account owner is, contact us. We will gladly reach out to any current account owners at the email addresses we have on file.

What happens when you cancel an account?

Once you cancel your account, you won’t be able to access it, so make sure you copy everything you want to keep beforehand.

You remain responsible for all outstanding fees and charges for the services consumed before account closure. You will receive a Supranode bill the following month after closing your account. For example, if you closed your account on January 15, you will receive a bill at the beginning of February for usage incurred from January 1 through January 15.

Supranode-initiated cancellations

We may cancel accounts if they have been inactive for an extended period:

• For suspended accounts: 180 days after being suspended due to billing failures
• For unverified accounts: after 365 days of inactivity

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 products to engage in abusive behavior.

Adapted from the Basecamp open-source policies / CC BY 4.0