We’re committed to providing you with reliable, high-quality service throughout the duration of your subscription. To ensure transparency and help you manage your subscription with confidence, please review our cancellation and contract policies below.
Contract Terms & Cancellations
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Standard Contract Lengths
All subscriptions are based on a 12-month contract, excluding the monthly Starter plan or unless otherwise specified in your agreement. Annual Subscriptions are non-cancellable for the duration of the Term, and can only be cancelled for material breach. Our Starter plan is entered into on a month-to-month basis, which is the same date every month as the subscription start date.. For additional information, please see our Terms & Conditions.
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Auto-Renewal Cancellation (for annual subscriptions)
You may cancel your auto-renewal in the app at any time before the end of your current term. Please note that this does not cancel your current annual subscription—you will continue to be billed, and your subscription will remain active, until the end of your contract term.
If you do not see the billing section in your settings, please contact your Sales Representative or contact our support team (support@aidentified.com).
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How to Cancel Auto-Renewal or Cancel Monthly Starter plan
- Navigate to Settings > Billing > Billing Overview
- Beneath your current subscription plan, click Cancel auto-renewal.
- Follow the prompts to complete your cancellation request.
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Auto-Renewal
If you do not cancel your auto renewal before the end of your current term and your subscription includes an auto-renew provision, your contract will automatically renew for another 12-month period under the same terms. Once renewed, the contract will again be non-cancellable for length of term. -
Notice of Auto-Renewal
For annual subscriptions: You will receive a notification at sixty (60) and thirty (30) days before the end of your current term that your contract will be auto-renewing unless you take steps to cancel the contract with Aidentified. - For the Starter plan: You will automatically be billed on a monthly basis, unless you give Aidentified notice of cancellation (which will be effective at the end of the month you are then in).
Upgrades & Downgrades
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Plan Upgrades
You can upgrade your plan or add additional seats at any time during your contract. Whether you're moving from a Starter to Premium plan or adding more users, upgrades will be prorated based on the time remaining in your contract term. -
Plan Downgrades
Reducing the number of seats or downgrading your plan (e.g., Premium to Starter) is only allowed during the final 30 days of your contract term. Downgrades requested outside this window will not take effect until the next renewal period.
Credit Rollover Policy
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Purchased Credits
Any credits you purchase in addition to those included in your subscription are yours to keep and do not expire. These purchased credits will roll over into your next term as long as your subscription remains active. -
Included Credits
Credits that are included as part of your subscription plan do not roll over between contract terms. These credits will reset at the start of each new subscription period.
Need Help?
If you have questions about your subscription, billing, or need assistance with cancellation or changes, please contact our support team (support@aidentified.com). We’re here to help.