Cancellation & withdrawal policy

You can cancel your Alpacakeep subscription at any time directly from your account settings. EU consumer law gives you a 14-day right of withdrawal on first paid signup. After that, cancellation takes effect at the end of your current billing period.

1. How to cancel

From any farm, go to Settings → Billing → Cancel subscription. The cancel flow takes 3 steps: confirm, optionally tell us why, confirm again. Cancellation is recorded immediately and you receive an email confirmation. There is no phone call or support ticket required.

2. 14-day right of withdrawal

Under EU Directive 2011/83 (transposed in Italy as the Codice del Consumo, Articles 49–67), consumers have the right to withdraw from a distance contract without giving any reason within 14 days of contract conclusion. For an Alpacakeep paid subscription, the 14-day window starts on the date of your first paid charge and applies once per subscription.

If you cancel within the 14-day window, you receive a full refund of the amount paid. The refund is processed to the original payment method within 14 days of your cancellation request.

3. After the 14-day window

If you cancel after the 14-day window, your subscription remains active until the end of your current billing period - annual or monthly - and is not auto-renewed. No refund is issued for the unused portion. Specifically:

Your data and account stay accessible at the paid tier until the period end.
After the period ends, your account drops to the Free tier. All farm data remains, subject to the Free tier's caps.
Re-subscribing later is supported and your data picks up where you left off.

4. Changing your mind

If you submit a cancellation request and change your mind before the effective date, you can revoke it from the same Settings → Billing page with a single click. The subscription continues uninterrupted.

5. Data retention after cancellation

Account and farm data are retained for 30 days after cancellation, during which you can reactivate the subscription without data loss. After 30 days, data is irreversibly deleted, except for billing audit traces required by Italian tax law (10 years per fiscal regulations). See our Privacy Policy for full retention details.

6. Questions

For any cancellation question or to confirm a refund timeline, contact us:

Email: hello@alpacakeep.com