Cancellation & Device Returns

We're sorry to see you go. Here's how cancellation works.

How to Cancel

Email hello@captifi.io from the address on your account, or reply to any email from us, and we cancel it for you and confirm by email. There is nothing to negotiate and no retention call.

If the Invoices list on your Billing page shows a See all invoices in the Stripe billing portal link, you can also cancel yourself there under Cancel subscription.

No Lock-In

Monthly plans have no minimum term and no notice period. Cancelling always takes effect at the end of the billing period you have already paid for, never mid-period, so nothing stops working the day you ask. An annual term runs for its twelve months.

What Happens When You Cancel

1. Immediately: cancellation is confirmed via email
2. End of billing period: your subscription ends and your dashboard closes
3. Within 7 days: we send a prepaid return label for your CaptiFi device
4. Device returned: your deposit is refunded

Returning the Device

• We email a prepaid return label, at no cost to you
• Pack the device in any box with the return label
• Drop it at your nearest courier collection point
• Once received, your deposit is refunded within 5 business days

WARNING

The device deposit is taken when your kit ships and refunded once the device comes back. If it is not returned within 30 days of cancellation, the deposit is not refunded. It is £60, $99, €79, C$99, A$129 or NZ$149 depending on your billing currency: see Hardware for the full table.

Your Data

After cancellation:

• Guest data is retained for 30 days in case you reactivate
• After 30 days, all data is permanently deleted
• You can request immediate deletion at any time
• Export your data before cancelling if you need it

You remain the data controller for your guest data throughout. Our processing terms are in the Data Processing Agreement.

Data already synced to your own tools

Anything CaptiFi has already pushed to a system you own is unaffected by cancelling. If you run an integration such as Klaviyo, Mailchimp or EmailOctopus, guests who ticked the marketing opt-in were synced to your account there as they signed in, and those profiles stay in your account.

What those three integrations do not send, so it lives only in your CaptiFi guest log:

• Guests who declined marketing
• Guests who signed in before you connected the integration

Other integrations behave differently, so check yours before you rely on it. Revinate has an Export opted-in guests only switch that you can turn off to export every guest, and its first export includes your existing history rather than only new sign-ins. Slack notifications are sent for every guest who connects, whatever they chose about marketing.

Use Export all (CSV) on My Venues then Guest Visits to take the complete log, including every custom question on your splash page, while your account is still active.

Want to Pause Instead?

Contact us at hello@captifi.io. We may be able to pause your subscription instead of cancelling.

Reactivating

Changed your mind?

1. Log back in to my.captifi.io
2. Go to Account then Billing
3. Use Change plan to resume your subscription
4. Your service continues without interruption if you resume before your billing period ends, or within 30 days of cancellation otherwise