Two products, priced for what each does

1. How to cancel

To cancel your subscription, email team@cactusai.net from the email address on file with your account. Include your account name and the plan you wish to cancel.

We will confirm receipt within one business day and process your cancellation per the terms below. Cancellation requests submitted by phone, support chat, social media, or any other means will not be processed — we require a written record via email.

2. When cancellation takes effect

Cancellations take effect at the end of your current billing cycle. You retain full access to your plan, included minutes, and all features until that date. You will not be charged for the next cycle.

We do not offer pro-rated refunds for cancellations made mid-cycle on monthly plans.

3. Annual plans

If you cancel an annual plan before the term ends:

• Within the first 30 days: You may cancel for a full refund of the unused portion, minus any setup fees and any usage already incurred (calls placed, minutes consumed, overage charges).
• After 30 days: Your plan remains active through the end of your annual term. We do not refund the remaining months. You will not be auto-renewed if you cancel before your renewal date.

4. Setup fees

Setup fees are non-refundable once implementation work has begun. If you cancel before any setup work has started, we will refund the setup fee in full. Once a kickoff call has occurred, configuration has begun, or a custom voice has been recorded, setup fees are forfeited.

5. Auto-renewal

All plans renew automatically at the end of each billing cycle (monthly or annual) at the then-current rate.

• Monthly plans: Renew on the same day each month.
• Annual plans: We will email you a reminder 30 days before your annual renewal. To prevent renewal, email team@cactusai.net at least 24 hours before the renewal date.

You can request to disable auto-renewal at any time by emailing team@cactusai.net without canceling your subscription.

6. Refunds

We do not offer refunds for:

• Unused minutes in your current billing cycle
• Overage charges
• Months of service already delivered
• Setup fees once implementation has begun
• Cancellations after the 30-day annual refund window

We may, at our sole discretion, issue refunds for service outages exceeding our SLA commitments or for billing errors on our part.

7. Data retention after cancellation

After your subscription ends:

• 0–30 days post-cancellation: Your account is suspended but recoverable. Reactivate by emailing team@cactusai.net — all your data, contacts, call history, and Relay CRM records remain intact.
• 30–90 days post-cancellation: Account remains suspended; data export is available on request via team@cactusai.net.
• After 90 days: All account data is permanently deleted from our production systems. Backup retention follows our standard 180-day rolling backup schedule.

You can export your call history, transcripts, contact lists, and Relay CRM data at any time before cancellation from your dashboard under Settings → Data Export.

8. Outstanding balances

If your account has unpaid overage charges or fees at the time of cancellation, those amounts will be billed in full at cancellation. Cancellation does not waive amounts owed.

9. Termination by Cactus AI

We reserve the right to suspend or terminate accounts for:

• Non-payment after 14 days past due
• Violation of our Acceptable Use Policy (including TCPA violations, spam, harassment, or fraud)
• Use of the platform for illegal activity

In cases of termination for cause, no refunds will be issued.

10. Changes to this policy

We may update this policy from time to time. Material changes will be communicated by email at least 30 days before they take effect. Continued use of the service after the effective date constitutes acceptance of the updated policy.