Cancellation policy
Cancelling takes one email or one click, with no retention calls. Here is exactly what happens next to your instance, your data and anything still outstanding.
Last updated: September 19, 2026
This English version is a courtesy translation. In the event of any discrepancy, the Spanish version prevails.
Working draft. This text was written by our product team, not a law firm. A lawyer must review it before it goes live, and the details highlighted in amber still need to be replaced with the company's real ones.
1. How to cancel
You can cancel at any time, with no minimum term and no penalty, from your account’s billing settings or by writing to soporte@payezz.app from the account holder’s email address. We will confirm the cancellation by email, with the exact date on which it takes effect.
There is no retention procedure, no calls and no forms asking you to explain why you are leaving. If you want to tell us why, we will read it carefully, but it is not a requirement for cancelling.
2. What happens when you cancel
Cancellation takes effect at the end of the period already paid for. Until that date the service keeps working normally: your store keeps selling, your renewals are charged and your admin panel works as usual.
From that moment, the instance follows the same path as any closed account: it is archived before being destroyed, so that you do not lose anything by forgetting to download your export on the last day.
| When | Instance status | What you can do |
|---|---|---|
| End of the paid period | The store stops accepting orders | Log in to the admin panel, generate and download the full export |
| Thirty days later | Archived: the container is stopped | Keep downloading the export, and reactivate if you come back |
| A further thirty days | Destroyed | Nothing: the data is deleted. We notify you seven days and two days beforehand |
Your custom domain is yours: when you cancel, simply stop pointing the CNAME record at our infrastructure and point it wherever you like.
3. Your data: export and deletion
The export is neither a summary nor a courtesy: it is the complete content of your instance, designed so that you can set it up somewhere else. It includes:
- The full database dump.
- The data in CSV: customers, invoices, payments, services, products, coupons and tickets.
- All invoices in PDF, by series and number.
- The editor content: pages, published blocks, uploaded media and SEO metadata.
- The email templates.
- A manifest with the version, date, schema and checksums, so you can verify that nothing is missing.
The package is generated on demand, stored encrypted and delivered via a signed, expiring link. After the instance is destroyed, it is kept for a further thirty days and then permanently deleted.
If you need us to delete everything before those periods expire, ask us and we will do so, except for what we must retain by law, such as the accounting records of the invoices Payezz has issued to you.
4. Fees already accrued
If you are on a plan with a fee, the fees generated before cancellation remain payable. Fees on sales collected through the payment gateway have already been settled. Fees on sales you recorded as collected outside Stripe have been accrued and are invoiced at the first monthly closing after cancellation.
If the accrued amount does not reach the minimum settlement threshold, it is not invoiced: it is considered closed. We do not send invoices for a few cents.
5. Refunds
As a general rule, fees already paid are not refunded on a pro rata basis: cancellation takes effect at the end of the period and you keep the service until then. There are two exceptions:
- Failure attributable to Payezz. If a prolonged interruption is attributable to us, we will refund the proportional part of the affected period, without you having to claim it twice.
- Withdrawal. In the case described in the next section, where applicable.
Refunds are made using the same payment method used for the original charge, unless we agree otherwise.
6. Right of withdrawal
Payezz is aimed at businesses and professionals, and the right of withdrawal under consumer protection law does not apply to business-to-business contracts.
If you contract as a consumer, you have fourteen calendar days from the conclusion of the contract to withdraw without giving any reason, in accordance with the consolidated text of the Spanish General Law for the Defence of Consumers and Users (texto refundido de la Ley General para la Defensa de los Consumidores y Usuarios). To exercise this right, simply notify us in writing at hola@payezz.app by means of any unequivocal statement.
Please note an exception provided for in the law itself: if you request that the service begin within that period and expressly acknowledge this, and the service is fully performed, you lose the right of withdrawal. If it has been partially performed, you will pay the proportional part already provided.
7. Suspension for non-payment
Not paying is not the same as cancelling, nor is it a reason for you to lose your data overnight. The full sequence, from the first failed payment, is described in section 6 of the terms of service: four retries over fourteen days, suspension of the store with the admin panel still accessible so you can pay and export, archiving thirty days after suspension and destruction thirty days later, with two advance notices.
As soon as the payment is brought up to date, the instance becomes operational again at no reactivation cost.
8. Termination by us
We may terminate the contract by giving thirty days’ notice, refunding you the proportional part of any amounts paid in advance.
Termination may be immediate in the event of a serious breach of the acceptable use section of the terms of service, a legal obligation requiring it, or a serious risk to the security of the service or of third parties. Even in that case, we will maintain access to the export of your data for the period indicated, unless a court or administrative order prevents it.
9. If you are a buyer from a store
This policy governs the relationship between Payezz and its customers, that is, the providers that use the software. If you have bought a service from a store powered by Payezz, your contract is with that store: cancellation, refunds and the exercise of your data protection rights are handled with it.
If you cannot find it, write to us at hola@payezz.app and we will help you get in touch, although we cannot act on its behalf.