Cancellation Policy

1. Introduction

This Cancellation Policy explains how you can cancel your Callopa subscription, what happens to your service and data when you do, and the limited circumstances in which Callopa may terminate your account.

By using our services, you agree to this policy alongside our Terms and Conditions (callopa.com/terms-and-conditions) and Privacy Policy (callopa.com/privacy-policy).

2. How to Cancel

Cancelling your Callopa subscription is straightforward. You can cancel at any time by:

• Emailing us directly at hello@callopa.com with your account details, or
• Contact our team through the contact page at callopa.com/contact-us.

There are no cancellation fees and no notice period required.

Once we receive your cancellation request, we will confirm it by email within 2 hours during business hours (Monday to Friday, 9 AM — 6 PM).

3. What Happens After You Cancel

When you cancel your subscription:

• Your service continues to run until the end of your current billing month. Sarah will keep answering your restaurant’s calls until that date.
• After your billing period ends, the service stops, and no further charges are made.
• You will not be charged for the following month.

4. Refund Policy

All payments made to Callopa are non-refundable unless required by applicable law.

We do not provide refunds for partially used billing months. If you cancel partway through a billing month, your service continues until the end of that month, and no refund is issued for the unused days.

Exceptions: In the event of a confirmed service failure on our part, where Sarah is unable to answer calls for an extended period due to a fault within our system, we will review the situation and may, at our discretion, offer a credit or partial refund for the affected period.

To raise a service failure claim, contact hello@callopa.com with your account details and a description of the issue.

5. Your Data After Cancellation

When your subscription ends:

• Your access to Callopa services stops at the end of your billing period.
• All your account data, including restaurant details, menu configuration, and order transcriptions, is securely deleted or anonymised within 60 days of your cancellation date.
• You are responsible for saving or exporting any information you want to keep before your account closes.

If you need a copy of your data before deletion, email hello@callopa.com before your account closes. We will provide what we can within the bounds of our data retention obligations.

6. Call Recordings After Cancellation

Call recordings made during your subscription are handled as follows:

• Active subscription: Raw audio recordings are automatically deleted 30 days after each call.
• After cancellation: Any remaining recordings within the 30-day window will continue to be deleted on schedule. No recordings are retained beyond 30 days after cancellation, except where required to resolve an active legal dispute.
• Order transcriptions: Transcribed order data is retained until your account is fully closed and then deleted or anonymised within the 60-day post-cancellation window.

7. Outstanding Payments

If there are any outstanding payments on your account at the time of cancellation:

• We will contact you to resolve the outstanding amount before processing the cancellation.
• Your service may be suspended while an outstanding balance remains unpaid.
• Once the balance is cleared, your cancellation will be processed and confirmed.

We will not pursue debt collection without first attempting to resolve the matter directly with you.

8. Termination by Callopa

We reserve the right to suspend or terminate your account in the following circumstances:

• You breached our Terms and Conditions materially.
• You misuse the service or use it for unlawful purposes.
• Payments remain outstanding after we have contacted you to resolve them.
• We have reasonable grounds to believe your use of the service poses a risk to other users, third parties, or the integrity of our platform.

Where possible, we will give you reasonable written notice before taking action and an opportunity to resolve the issue. In cases of serious breach or where notice is not practicable, we may act immediately.

Refunds on termination by Callopa: If we terminate your account for breach, no refund will be issued for any remaining billing period. If we discontinue the service entirely, we will provide reasonable advance notice and will not charge for any period during which the service is unavailable.

9. Reactivation

If you cancel and later decide to return to Callopa, you can reactivate your account by signing up for a new subscription at callopa.com/pricing.

Please note:

• If your account data has already been deleted within the 60-day post-cancellation window, it will not be recoverable. You would need to set up your restaurant details and menu again from scratch.
• If you reactivate within the 60-day window before deletion, contact hello@callopa.com, and we will do our best to restore your previous configuration.

10. Changes to This Policy

We may update this Cancellation Policy from time to time. When we make material changes, we will notify you by email to the address associated with your account, with at least 14 days’ notice before the changes take effect.

If you continue to use our service after the changes take effect, you accept the updated policy. If you do not accept the changes, you may cancel your subscription before they take effect at no additional cost.

11. Contact

For cancellation requests, questions about this policy, or anything else, contact our team:

Email: hello@callopa.com

We aim to respond to all cancellation requests within 2 hours during business hours (Monday to Friday, 9 AM — 6 PM GMT/BST).