Cancellation & Device Returns

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

How to Cancel

1. Log in to my.captifi.io
2. Go to Account → Billing
3. Click Change plan — this opens the secure Stripe billing portal
4. Choose Cancel subscription and confirm

No Lock-In

There are no long-term contracts. You can cancel at any time. Your service continues until the end of your current billing period.

What Happens When You Cancel

1. Immediately: Cancellation is confirmed via email
2. End of billing period: Service stops, splash page goes offline
3. Within 7 days: We send a prepaid return label for your CaptiFi device
4. Device returned: Your £60 hardware hold is released

Returning the Device

• We'll email a prepaid return label — 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 hardware hold is released within 5 business days

WARNING

If the device is not returned within 30 days of cancellation, the £60 hardware deposit may be charged.

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

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? Simply:

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