How to cancel your Torqueflow subscription

Summary

Garage owners can cancel their Torqueflow subscription from the billing settings page. You keep using Torqueflow until the end of the month you are in, then the account is suspended. That month is not refunded on any plan. A monthly subscriber is owed nothing on cancelling, because the free trial is the time to decide. An annual subscriber gets the whole unused months of the ten paid months back, and the cancel page shows the figure before you confirm. There is no retention call and no multi-step funnel.

Prerequisites

Signed in as the garage owner or a user with the billing.cancel permission.
An active subscription, or a buyout arrangement. The cancellation page is not available during a free trial, during a grace period, on a suspended account or on a demo account.
To stop a subscription during the free trial, before the first payment, contact support. See How your free trial works.

Steps

Open the cancellation page

Go to Settings > Billing.
At the bottom of the page, next to “Need to cancel? You can cancel your subscription at any time.”, click Cancel subscription.
The page is headed Cancel subscription and reads “This will cancel your [monthly or annual] plan. You keep access until [date].”

Review the annual billing note (optional)

On a monthly plan, a card reads Get 2 months free with annual billing with “12 months for the price of 10, on the same flat price.” If your monthly price is not the standard one, the card reads Annual billing is available with “Pay for the year up front. You will see the exact figure before anything is charged.” instead.
The Switch to annual link takes you back to the billing page. It does not stop you cancelling.
On an annual plan, a line reads “You’re on annual billing: 12 months for the price of 10.”

Check your refund (annual plans)

On an annual plan, a panel headed Your refund for unused months shows:

“You paid [amount] for this annual term.”
Which month of the term you are in, and how many of the 10 paid months count as used. The month you are in counts as used and is not refunded.
How many whole unused months will be returned, and the amount.
Who issues it. Within 14 days of paying for the annual term, it reads “We issue this refund automatically”. After that, it reads “A member of our team issues this refund - it is not automatic.”
From month 10 onwards it reads “You are at or past month 10 of your annual term, so the payment has been used in full and there is nothing to return.”

On a monthly plan there is no refund panel. You have paid for the month you are in, and you keep using Torqueflow until it ends.

Read what happens next

A card headed What happens when you cancel lists:

Your subscription is cancelled straight away. You can keep using Torqueflow until [date].
After [date] your account is suspended.
Your data is retained for 90 days, invoices for 24 months.
To restart your subscription before [date], contact support.

Complete the exit survey (optional)

The survey headed Before you go offers six reasons:

Too expensive
Not the right fit
Using a competitor
Temporary pause - planning to return
Missing features I need
Other

A free-text box, “Anything else you’d like to share?”, takes up to 500 characters. If the survey fails to save, the cancellation still goes ahead.

Confirm cancellation

Click Confirm cancellation.
Torqueflow cancels your subscription with Stripe straight away. Nothing more is charged.
If an automatic refund is due, it goes back to your original payment method now.
A confirmation email is sent to the owner.

View the result

The result page headed Subscription cancelled shows:

Service ends, with the date.
Your refund, if one is due, with a refund reference for an annual refund.
What happens until that date and after it.
“Changed your mind? Contact support before [date] and we will help you restart your subscription.”
A Back to billing link.

Expected Outcome

Until service ends

The account keeps working fully. All features, data and settings are preserved.
On a monthly plan, service ends on the date your next payment would have been taken.
On an annual plan, service ends at the next monthly boundary of your term. A term that started on the 12th has boundaries on the 12th of each month.
The billing page shows Subscription ended and the date your access ends.

Phone number handling

Until service ends, your phone number is held. The billing page shows the date the hold ends.
After the hold ends, the phone number is released. The billing page confirms the release.
If you restart, the confirmation email says whether your number was kept or whether you need to set up a new one.

After service ends

The account is suspended.
New jobs and appointments, online and portal booking, AI replies and automated reminders are paused. A banner reads “This account is suspended, so new jobs, online booking and AI replies are paused. Existing jobs can still be finished, invoiced and paid.”
Existing work orders can still be completed, and invoices and payments can still be recorded.
Your customers see “Online booking isn’t available right now” with a button to call you. Texts and WhatsApp messages get a holding reply, and calls reach a message-taker.
Purchased credits are set to expire 30 days after service ends. Their original expiry dates come back if you restart.
Data is retained for 90 days after suspension. Invoice history is retained for 24 months.

Restarting your subscription

Contact support before your service end date and we help you restart.
Restarting restores purchased credit expiry dates, data, settings and configuration.
A confirmation email is sent with plan details, the next billing date and your phone number status.
Users without the billing.cancel permission see “Contact an account administrator to reactivate your subscription.”

Annual plan refunds

Annual plans are paid upfront: £2,490 plus VAT for twelve months, which is twelve months for the price of ten. The payment is used up one month at a time over months 1 to 10. Months 11 and 12 are the free ones. If you cancel before month 10, the whole paid months you have not started come back. The month you cancel in is not refunded.

Worked example: an annual plan starts on 12 January and you cancel on 20 June. 20 June falls in month 6 of the term (12 June to 11 July), so six of the ten paid months count as used. Four whole months come back. On a UK invoice of £2,988 including VAT, that is £1,195.20. Service ends on 12 July.

Within 14 days of paying for the annual term, the refund is issued automatically when you cancel. It takes 5 to 10 working days to appear in your account, depending on your bank.
After 14 days, a member of our team issues it. It is issued within 5 working days, then takes a further 5 to 10 working days to appear in your account. You receive a second email with your refund reference when it has been issued.
The refund is a share of what you actually paid, including VAT. If you are on an older or promotional price, it is worked out from your own invoice.
If the figure cannot be worked out on the spot, the page says so. A member of our team works it out from your invoice within 5 working days and emails you the amount and a reference.

Monthly plans

A monthly subscriber is not refunded on cancelling. You paid for the month you are in, and you keep using Torqueflow until the end of it. This also applies within the first 14 days after your first payment.

Confirmation email

Sent from billing@mail.torqueflow.app.
Subject: “Your Torqueflow subscription has been cancelled”.
Contains the date service ends, data retention timelines and a Manage billing link.
On an annual plan, it includes the refund for unused months, how it is issued and your refund reference.

Data deletion requests

A data deletion request option is available on the billing page until service ends and while suspended.
This is separate from cancellation and needs you to type your organisation name to confirm.

Cancelling twice

If you submit a cancellation after you have already cancelled, Torqueflow shows the existing service end date. Nothing is cancelled or refunded a second time.

Troubleshooting

Symptom	Cause	Resolution
”This subscription is not in a state that can be cancelled.”	The account is on a trial, already cancelled, suspended or a demo.	Refresh the billing page to check its status. During a trial, contact support to stop the subscription before the first payment.
”We could not find a subscription to cancel.”	No subscription is linked to this organisation.	Refresh the page. If it persists, contact support.
”We could not cancel your subscription just now, so it is still active.”	The cancellation did not reach Stripe.	Try again. If it keeps happening, contact support.
”We could not issue your refund automatically.”	The automatic refund did not go through.	Nothing to do. A member of our team issues it within 5 working days and emails you when it has been sent.
Refund not received	The refund is still being issued or is on its way through your bank.	A refund issued by our team is issued within 5 working days, then takes 5 to 10 working days to appear. If nothing arrives after that, contact support and quote your refund reference.
I cancelled a monthly plan and got no refund	Monthly plans are not refunded. You keep access until the end of the month you paid for.	This is expected.
Cannot restart	Your role does not have the `billing.cancel` permission.	Ask the account owner, or contact support.
Phone number released early	The phone hold and your service end date run on separate clocks.	Restarting after the release means setting up a new number.
Demo organisation cannot cancel	Demo accounts cannot change billing.	This is expected.

Notes

Always cancel from Settings > Billing. If you cancel through the Stripe billing portal instead, the subscription runs to the end of your paid period, and an annual plan gets no refund for unused months.
If you have scheduled a switch from annual to monthly billing, that is not a cancellation. See Manage your subscription and billing.