Cancellation Policy

How to cancel your TopCalls account.

Effective Date: November 12, 2025
Last Updated: November 10, 2026

Overview

This policy has two parts. Part A covers self-serve AI calling, which you pay for with prepaid credit. Part B covers pilots and contracts (done-for-you). Read the part that matches how you buy from TopCalls. The sections that apply to both come last.

Part A: Self-Serve AI Calling (Prepaid Credit)

This part applies when you pay for AI calling with credit you add to your company balance.

Closing Your Account

You may close a self-serve account at any time, with no notice. Credit you have not spent can be refunded if you bought it within the last 14 days, as set out in the Refund Policy. Any other credit you have not spent stays on the account for a review period after you close it, so it is still there if you reactivate. When we erase the account's data at the end of that period, that credit is lost and is not refunded.

Reactivation After Cancellation

Clients may reactivate accounts after cancellation by:

Part B: Pilots and Contracts (Done-for-You)

This part applies to pilots and contracts (done-for-you). TopCalls operates these 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.

Cancelling a pilot does not by itself entitle you to a refund. The Refund Policy lists the grounds on which a pilot is refunded and holds the refund rules for contracts.

  • 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

Reactivation After Cancellation

Clients may reactivate accounts after cancellation by:

  • Contacting hello@topcalls.ai
  • Paying a new setup fee
  • Agreeing to current pricing and terms

Applies to Both Parts

Data Retention After Cancellation

When you close your account, access ends right away. We remove your account from the app and cancel its campaigns, so no new calls start.

Your call records, transcripts, recordings, and contact lists are then permanently erased after a review period. Copies in our backups are deleted when those backups expire on their normal cycle.

We keep billing and invoice records for as long as the law requires.

If an account is closed because of abuse, we may hold the related data longer to handle disputes or legal claims.

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