Cancellation and Refund Policy
You can cancel your advisor subscription at any time. This article covers the cancellation process, what happens to your practice data and client connections, and Policy Stack's refund policy.
How to Cancel
- Navigate to Settings → Billing in your advisor dashboard
- Click Cancel Subscription at the bottom of the billing section
- Review the cancellation summary — this shows your access end date and client impact
- Confirm by clicking Confirm Cancellation
Cancellation does not take effect immediately. You retain full access to your advisor account until the end of your current billing period. No further charges are made after cancellation is confirmed.
What Happens After Cancellation
During the Remaining Billing Period
After you confirm cancellation but before the billing period ends:
- Your advisor account remains fully functional
- You can continue managing clients and viewing insights
- Your public directory profile remains visible
- You can reverse the cancellation at any time from Settings → Billing → Undo Cancellation
After the Billing Period Ends
When the billing period expires, your account enters a Frozen state:
| Capability | Status | |------------|--------| | Advisor dashboard | Read-only | | Client data | Viewable but not editable | | New client invitations | Disabled | | Public directory profile | Hidden | | AI Insights | Disabled |
Client Impact
Your clients are not locked out of Policy Stack when you cancel:
- Clients retain their own accounts and all their data
- Their individual subscriptions (Starter or Builder Pro) continue independently
- The advisor connection is removed — clients no longer see you as their connected advisor
- Clients can connect to a different advisor at any time
Cancelling your advisor subscription does not delete or modify any client data. Clients who were connected to your practice keep every policy, snapshot, deployment, and loan repayment schedule they recorded.
Data Retention
After cancellation, your practice data — client notes, pipeline records, workflow templates, and practice settings — is retained for 90 days. During this window, you can reactivate your subscription and restore everything.
After 90 days, practice-level data is permanently deleted. This does not affect client-owned data, which remains in their accounts indefinitely.
Refund Policy
Refund eligibility depends on your billing cycle:
| Billing Type | Refund Policy | |-------------|---------------| | Monthly | No refunds — access continues through the end of the billing period | | Annual | Prorated refund for unused full months remaining on the annual term |
Annual refunds are calculated based on the number of full months remaining after the current month. Partial months are not refunded.
- To request an annual refund, contact support@policystack.co with your account email and the reason for cancellation
- Support will confirm the prorated amount within 2 business days
- The refund is processed to your original payment method within 5–10 business days
Reactivating After Cancellation
If you decide to return after cancelling, you can reactivate from the Frozen state:
- Log in to your advisor dashboard — you'll see a Frozen state banner
- Click Reactivate in the banner or navigate to Settings → Billing
- Select the plan you want (you can choose any tier, not just your previous one)
- Confirm the charge — your account exits Frozen immediately
If you reactivate within 90 days of cancellation, all your practice data — client notes, pipeline records, and settings — is fully restored. After 90 days, you start with a fresh practice while previously connected clients can be re-invited.