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. Level ordinarily deletes it from active production systems within 30 days, unless Customer requests a supported shorter period or law, legal hold, security investigation, dispute, or an agreement requires longer retention.
During that period, Level may be able to reactivate an account if its content has not been deleted, but reactivation is not guaranteed. Encrypted backups remain until overwritten in the normal backup cycle and are not ordinarily restored to recover one canceled account.
Level may retain billing, tax, contract, security, audit, fraud-prevention, abuse-investigation, and legal-claim records, plus aggregated or de-identified information. Retention remains subject to the Privacy Policy, an applicable Data Processing Addendum or Business Associate Agreement, 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.