This Policy explains how to cancel a Level subscription and what happens afterward. Capitalized terms have the meanings in the Terms of Service.
1. Who May Cancel
The account owner, an administrator with cancellation authority, or another person Level reasonably verifies as authorized may cancel. Level may ask for information needed to protect the account, but verification is not a retention tactic and will not be used to delay an authorized request.
If the account owner is unavailable, contact support@level.io. Level will work with the Customer to verify a replacement decision-maker.
2. How to Cancel
An authorized Customer may cancel through any of these channels:
- Use the cancellation control in the Level application.
- Open a support ticket or live support conversation requesting cancellation.
- Email support@level.io.
- Call 1-866-425-3835 and request cancellation.
The request should identify the workspace or subscription to cancel. A clear request through any listed channel is sufficient once Level verifies the requester’s authority. Cancellation is not conditioned on a retention call, additional sales conversation, or Level’s later written confirmation.
Level will provide an on-screen, ticket, or email confirmation with the affected subscription, effective date, access details, and final-billing explanation. Customer should retain it.
3. When Cancellation Takes Effect
Unless Customer requests a later date or a signed Order provides otherwise, cancellation takes effect on the date Level receives the authorized request. For an in-app cancellation, this is the date shown before submission. For a ticket, email, or telephone request, it is the date the request reaches Level, even if Level sends confirmation later.
Recurring fees stop accruing after the effective date. Level bills in arrears, so Customer may still receive an invoice for Services provided, usage incurred, or taxes due through that date. The public month-to-month offer has no cancellation fee or annual commitment.
4. Before Access Ends
Before or promptly after requesting cancellation, Customer should:
- Export information it needs to keep.
- Stop scheduled automations, monitors, queued jobs, webhooks, and integrations.
- Revoke or rotate credentials stored in scripts or third-party systems.
- Uninstall or disable Level agents on Endpoints it no longer wants connected.
- Address offline Endpoints and record information needed for legal, security, or continuity purposes.
Level support can provide general help but cannot guarantee access to an offline, damaged, decommissioned, or unreachable Endpoint.
5. Access, Agents, and Pending Actions
When cancellation takes effect, Level may disable workspace access, revoke Level sessions and tokens, prevent new remote sessions and Customer Actions, stop pending cloud automations, and begin deletion.
An action already delivered to an Endpoint may continue there. An installed agent may remain until it receives a deactivation or uninstall instruction or is removed locally. An offline Endpoint may not receive that instruction. Customer is responsible for checking sensitive actions and removing or disabling agents from each Endpoint.
6. Final Billing and Refunds
A final invoice may include recurring fees for the preceding service period, a partial period through the effective date, later-measured usage incurred before that date, taxes, or amounts due under a separate signed Order. It will not include a new recurring fee for a period after the effective date.
Level reviews disputed or unexpected charges under the Refund Policy. Its normal practice is to approve reasonable, good-faith refund or credit requests.
7. Customer Content and Deletion
Customer Content becomes inaccessible through the Services after cancellation. The periods below run from the effective termination or expiration of the Services, including a Customer cancellation or Level-initiated termination. They are maximum periods, not a guaranteed recovery window.
Active systems and return requests
At Customer’s choice, Level will return personal data processed on Customer’s behalf and delete existing copies, or delete that personal data, without undue delay and in any event within 60 calendar days after the Services end, subject only to the restricted-backup and legally required preservation provisions below. This covers personal data in device records and history, uploaded files, scripts, automations, monitors, custom fields, configuration, and associated operational records. It does not depend on a separate account-deletion request or on whether an agent is online.
Send return instructions to support@level.io before termination or promptly afterward. Level will reasonably assist with a secure return in a commonly used format within that period. If no return instruction arrives in time to complete return within the period, Level will delete the personal data. A shorter deadline required by law, applicable Standard Contractual Clauses (SCCs), or an executed agreement takes precedence.
If content has not yet been deleted, Level may be able to reactivate an account, but reactivation and recovery are not guaranteed. A sign-in attempt does not restart the deletion clock. A return request, export arrangement, or reactivation does not extend a mandatory deletion deadline unless a lawful, documented instruction permits continued processing.
Residual database backups
To the extent permitted by law and applicable SCCs, residual personal data in routine encrypted database backups that cannot reasonably be selectively erased may remain for no longer than 365 calendar days from the backup’s creation. This is a maximum, not a minimum or a promise that a backup will remain available. Database metadata can be personal data and is subject to the same protections.
Residual data is isolated from ordinary use, with restricted, logged access only for controlled disaster recovery or a specific legal obligation described below. After deletion from active systems, it is not used for historical customer queries, analytics, model training, or continued service delivery. Backups are not a customer account-restoration service.
Before restored data returns to ordinary use, including before a replacement backup is made, Level reapplies completed deletion instructions. Copying, replication, migration, or restoration does not restart the retention period. Every retained copy of an expired backup is securely deleted. If personal data remains in active systems until day 60 after termination, the last backup containing it may therefore remain until day 425 after termination, unless an earlier deadline or legally required preservation applies.
Legally required preservation and separate business records
Where applicable law prohibits deletion or requires retention, including under a valid binding preservation order, Level retains only the information and for the period required. Level documents the legal basis, restricts processing to that obligation, deletes the information when the obligation ends, and informs Customer unless legally prohibited. A possible future law-enforcement request, general interest in historical records, or an investigation or dispute alone does not authorize indefinite retention of Customer’s personal data.
Level may separately retain executed agreements and the minimum related billing, tax, legal-compliance, and legal-claim records it lawfully handles as an independent controller. These records have purpose-specific retention periods under the Privacy Policy. This does not create an exception for general customer files, device histories, or database copies. Any permitted aggregation or de-identification remains subject to the applicable Data Processing Addendum and law.
Continuing obligations and existing agreements
Level’s applicable confidentiality, security, transfer, and deletion duties continue while personal data remains, including in backups and with subprocessors. Where required, deletion confirmations identify any permitted residual copies and their expiry or legal basis; final deletion is certified when complete.
Applicable law, SCCs, and an executed Data Processing Addendum or Business Associate Agreement control if they conflict with this Policy. These public-policy changes do not amend an executed agreement or extend an existing deletion deadline. For existing Customers, a material adverse change applies only after the notice required by the Terms and law.
8. Level-Initiated Termination and Inactive Accounts
Level may suspend or terminate as described in the Terms and the Abuse and Restricted Use Policy. When reasonably practicable, Level will limit a restriction to the affected account or function and provide notice and a chance to cure.
If Level terminates a paid subscription without cause, fees stop on the effective date. Level will fairly review any refund or credit under the Refund Policy. Level may close an inactive account after reasonable notice, subject to its legal and contractual retention duties.
9. Contact
Cancellation requests and questions may be submitted through any channel in Section 2.