Cancellation & withdrawal policy

1. How to cancel

Each farm has its own subscription, and only the farm's owner can cancel it. Open the farm, then go to Settings → Billing → Cancel subscription. The cancel flow takes 3 steps: confirm, optionally tell us why, confirm again. Your cancellation is recorded as soon as you confirm, and the billing page shows the date it takes effect. There is no phone call or support ticket required.

You can also cancel without signing in, with the “Cancel contracts here” function: https://www.alpacakeep.com/legal/cancel-contract. We confirm the cancellation by email straight away, with the date and time we received it.

2. 14-day right of withdrawal

If you subscribe to a paid plan as a consumer, that is for purposes outside your trade, business or profession, you have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which the contract is concluded, which is the day you complete checkout, even when the first payment comes later (see section 4). This right comes from EU Directive 2011/83 (in Italy Articles 52 to 59 of the Consumer Code, D.Lgs. 206/2005; in Germany §§ 312g and 355 BGB). Consumers in the United Kingdom have the same 14-day right under the Consumer Contracts Regulations 2013.

To withdraw, tell us of your decision before the period expires. The simplest way is Settings → Billing → Cancel subscription while the 14 days are running. You can also send us any other clear statement, for example an email to contact@alpacakeep.com (from your account's email address if you can, so we find your subscription quickly), or use the model withdrawal form in section 8, which is not obligatory. To meet the deadline, it is enough to send your withdrawal before the 14 days have passed.

You can also exercise your right of withdrawal online, without signing in, with the “Withdraw from contract here” function: https://www.alpacakeep.com/legal/withdraw. If you use this online feature, we will send you an acknowledgement of receipt of the withdrawal by email without undue delay, including its content and the date and time of its submission.

If you withdraw, we refund every payment you made for that subscription, including any difference paid for moving to a bigger plan. We do not deduct anything for the days you already used. The refund goes to the payment method you used, without undue delay and at the latest 14 days after we receive your withdrawal, at no cost to you. When you withdraw from a subscription you have already paid for, it ends at once and your farm moves to the Free plan; your data stays (see section 7).

The 14 days apply once per subscription. When a subscription renews automatically, on the terms and at the price you were shown when you subscribed, the renewal does not start a new withdrawal period (Court of Justice of the EU, case C-565/22). If a subscription has ended and you subscribe again later, the new subscription is a new contract with its own 14 days.

The statutory right of withdrawal does not cover a subscription taken out for a business, for example a farming business. At present, cancelling in the app within the 14 days refunds business customers in the same way, as a goodwill gesture rather than a legal right. The same goes for customers outside the EU and the United Kingdom, unless their own law gives them more.

3. After the 14 days

If you cancel after the 14 days, your subscription stays active until the end of the billing period you have already paid for, annual or monthly, and does not renew. The unused part of that period is not refunded. Specifically:

• Your data and account stay accessible on your paid plan until the period ends.
• When the period ends, your farm moves to the Free plan. All farm data stays; the Free plan's limits apply, and features it does not include, such as public sale pages, switch off until you choose a paid plan again.
• You can subscribe again at any time, and your data picks up where you left off.

This section does not limit any right that the mandatory consumer law of the country where you live gives you.

4. A plan chosen during the beta

Beta farms keep their plan free until the end date we announce. Once we have announced it, you can choose a paid plan before that date: the subscription starts when you complete checkout and your farm moves to the chosen plan straight away, but the first payment is only taken after the beta end date, as shown at checkout. On the day before that date and on the date itself a plan cannot be chosen; you can choose one from the day after.

The 14-day withdrawal period counts from the day you complete checkout, not from the first payment. If you cancel before the first payment, whether or not the 14 days have passed, your plan stays until the beta end date and then ends: you are never charged, so there is nothing to refund. If the first payment has already been taken and you are still within the 14 days, cancelling ends the subscription at once and refunds that payment in full. After the 14 days, section 3 applies.

If you do not choose a paid plan, your farm moves to the Free plan the day after the beta end date. Nothing is charged and there is nothing to cancel.

5. The Free plan and the free trial

The Free plan and the 30-day free trial cost nothing and need no payment card, so there is nothing to cancel and nothing to refund. The trial ends by itself after 30 days, your farm goes back to the plan it was on before, and nothing is charged.

6. Changing your mind

If you cancel and change your mind before the cancellation takes effect, you can revoke it on the same Settings → Billing page in two clicks, and the subscription continues without interruption. A withdrawal within the 14 days that has ended a paid subscription cannot be revoked, but you can subscribe again at any time.

7. 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.

8. Model withdrawal form

You do not have to use this form: any clear statement is enough. If you want to use it, copy it into an email to contact@alpacakeep.com or send it by post to the address in the form.

9. Questions

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

Email: contact@alpacakeep.com