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. 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 to 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 period runs from the day the paid contract is concluded 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 in two clicks. The subscription continues uninterrupted.

5. Data retention after cancellation

Cancelling a subscription never deletes your data. At the end of the paid period your account drops to the Free tier and all farm records remain, subject to the Free tier's caps (see section 3). Deleting your account is a separate action (Settings → Account → Delete account) and follows the 30-day erasure procedure described in our Privacy Policy. Billing records are kept for the statutory Italian tax-retention period even after an account is erased.

6. Questions

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

Email: contact@alpacakeep.com