TraceTrack

Cancellation Policy

Last updated: October 28, 2026

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

How to cancel your subscription ▲ Return to top

Account owners can cancel at any time:

  • Log into the TraceTrack web application and navigate to Manage Billing & Account from the Admin menu, or ask Trace to "cancel my subscription" and select Cancel Subscription.
  • Your workspace and sites will remain fully active until your current paid billing period expires, after which your subscription will automatically end and you will never be billed again.

Our legal responsibility is to the designated Account Owner, which means we cannot cancel a corporate workspace at the request of anyone else. If you no longer know who your organization's Account Owner is, contact us and we will gladly reach out to the current Account Owners on file.

What happens to your compliance data when you cancel? ▲ Return to top

  1. Active Until Period Ends: You keep full operational access to run checks, use Trace AI, and stream telemetry until the end of your current billing cycle. We do not automatically prorate unused time during an active billing cycle, but if you just started a new cycle by mistake and haven't run any checks, reach out to us and we'll make it right.
  2. Paused (Read-Only) Grace Period: Because TraceTrack stores critical operational and regulatory records, we don't immediately vaporize your data the second your subscription ends. When your paid period expires, your Sites and Workspaces transition to a Paused (Read-Only) state. You cannot start new runs or line sessions, but your historical runs and exportable records remain accessible during a 60-day grace period.
  3. Permanent Account & Data Deletion:
    • Immediate Deletion: Account Owners and individual users can request immediate account deletion at any time via Profile / Settings -> Delete Account in the web or mobile apps.
    • Post-Cancellation Purge: Unless extended archival is arranged, permanently canceled accounts are purged from our active servers 60 days after subscription expiration, and from encrypted backups within 30 days thereafter. Once permanently deleted from backups, data cannot be recovered.

TraceTrack-initiated cancellations ▲ Return to top

We may close and purge accounts that have been abandoned for an extended period:

  • Unpaid / Frozen accounts: 180 days after being paused due to billing failures or cancellation.
  • Unconverted trial accounts: 180 days after trial expiration with no active subscription.

We also retain the right to suspend or terminate accounts at any time for violations of our Terms of Service or Use Restrictions — specifically if we have evidence that our platform is being used for unlawful, fraudulent, or abusive behavior.