Cancellation Policy

Effective Date: November 12, 2025
Last Updated: November 12, 2025

Overview

TopCalls operates on a contract-based model with pilot programs and annual/quarterly commitments. Cancellation terms depend on service phase.

Pilot Program Cancellation

During Pilot

Clients may cancel pilot programs at any time by contacting hello@topcalls.ai.

  • Before Day 15: Full refund available (see Refund Policy)
  • After Day 15: Pro-rated refund for unused days (minus setup fee)
  • Immediate suspension: Services disabled within 24 hours of cancellation request

Full Deployment Cancellation

Contract Commitments

Post-pilot clients operate under annual or quarterly contracts. Cancellation requires:

  • 30 days' written notice to hello@topcalls.ai
  • Completion of current billing cycle (no mid-cycle cancellations)
  • Payment of all outstanding usage fees (per-minute charges)

Early Termination

Early termination of annual contracts is permitted with:

  • 30 days' notice
  • No early termination penalty (TopCalls waives remaining contract value)
  • Final invoice for usage through last day of service

Usage-Based Billing Cancellation

Per-Minute Charges

Clients on usage-based billing (pricing starts at $0.35/min) may cancel at any time with:

  • 7 days' notice
  • Final invoice for minutes used through last day of service

Data Retention After Cancellation

Immediate Deletion

  • Call recordings and transcripts deleted within 30 days of cancellation
  • Contact lists and CRM data deleted within 30 days

Retention for Compliance

  • Billing records retained for 7 years (tax/audit compliance)
  • Anonymized usage metrics retained indefinitely (platform improvement)

Reactivation After Cancellation

Clients may reactivate accounts after cancellation by:

  • Contacting hello@topcalls.ai
  • Paying a new setup fee (data recovery not guaranteed after 30 days)
  • Agreeing to current pricing and terms

Non-Voluntary Termination

TopCalls reserves the right to terminate accounts for:

  • Acceptable Use Policy violations (see Acceptable Use Policy)
  • Non-payment (15 days past due)
  • Legal or regulatory action against client

Non-voluntary terminations are immediate and do not qualify for refunds.

Questions? Contact us at hello@topcalls.ai