Cancellation & Device Returns

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

How to Cancel

The account owner can cancel from the dashboard:

1. Log in to my.captifi.io and go to Account then Billing
2. Under your current plan, choose Cancel subscription
3. Pick the reason that fits best, add anything else you want us to know, and choose Continue
4. Check the end date and, if you have a CaptiFi device, where to send it, then press and hold Hold to cancel subscription until it confirms

We email you a confirmation straight away. Team members cannot cancel the subscription, so ask the account owner. You can also email hello@captifi.io from the address on your account, or reply to any email from us, and we cancel it for you.

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.

Switch to Lite instead

If your reason is Too expensive or Not using it enough, the cancel flow can offer a switch to Lite in place of cancelling. Lite keeps your splash page, guest capture and CSV export running, on your own WiFi or your CaptiFi device, for one venue and up to 500 new guests a month. It costs £19.99, $24.99, €21.99, C$34.99, A$38.99 or NZ$44.99 a month, depending on your billing currency.

The switch is offered when your account has:

• one venue
• no venue on paid WiFi or voucher access
• no team members

If you accept, you move to Lite at the end of your current billing period and keep your current plan until then. From that date your dashboard shows the Lite menu: see The Lite dashboard. During a free trial the switch happens straight away, and your first bill is the Lite price.

While the switch is booked, Billing shows the date it starts. Until then you cannot add a venue, and the plan cannot be changed or cancelled from the dashboard: email hello@captifi.io if you change your mind.

Lite does not send email. Email automations and repeating campaigns you set up on your current plan stop sending once Lite starts.

If the switch is not offered and you would like Lite, email hello@captifi.io.

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: we email your confirmation, with the returns address if you have a CaptiFi device
2. End of billing period: your subscription ends and your dashboard closes
3. Within 30 days of the end date: you send your CaptiFi device back to us
4. Device received: your deposit is refunded

Returning the Device

• The device stays CaptiFi property, so it comes back to us when you cancel
• You arrange and pay for the return yourself, including postage and any customs charges. We do not send a return label or collect the device
• Pack the device in any box and send it to the address in your cancellation email
• Use a tracked service: the device is your responsibility until it reaches us
• Once received in working condition, your deposit is refunded within 5 business days

The full terms are in section 6 of our Terms and Conditions.

WARNING

The device deposit is taken when you order the device and refunded once it 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 your account closes:

• The guest data your venues collected is kept for 30 days, then permanently deleted
• Until then, sign in to my.captifi.io as the account holder and click Download your guests (CSV) on the screen you see. The screen also shows the date the data will be deleted. Team members see the date but cannot download
• Reactivating within the 30 days keeps everything
• You can request immediate deletion at any time

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 accepted marketing 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, but like the others it only sends guests who sign in after you enable it, so earlier sign-ins stay in your CaptiFi guest log. 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.

Changed Your Mind?

Until your end date, go to Account then Billing on my.captifi.io and choose Keep subscription. Your plan carries on and renews as normal, with nothing to set up again.

After the end date, email hello@captifi.io and we will start your subscription again.