This is an archived version. It is published so that customers who ordered while it was in force can read the text that applied to them. It is not the current version — see the current documents.
1. How to cancel
Email info@simplesmoothsafe.com at least 30 days before your renewal date, from an address on the account. That is the whole process. There is no retention call to sit through, no form, and no requirement to give a reason — though if you want to tell us what went wrong, we would rather know.
We will confirm in writing within two business days. If you do not get that confirmation, assume it did not arrive and chase us; an unconfirmed cancellation is our failure, not yours, and we will honour the date you sent it.
2. When the subscription actually ends
At the end of the term you have paid for. Cancelling does not cut service short — you keep everything you bought until the day it expires, including support and updates.
Miss the 30-day window and the subscription renews for another twelve months. Tell us anyway: if you gave notice late by a few days and have not yet used any of the new term, we will generally treat it as given on time. That is discretion, not a right, but we would rather keep a reference than a reluctant customer.
3. Refunds
Subscription fees are paid annually in advance and are, as a rule, non-refundable. The exceptions are real ones:
| Situation | What you get back |
|---|---|
| We materially breach and do not fix it within 30 days of written notice | Pro-rata refund of fees for the unexpired term |
| The warranty in Terms section 9 fails — a Product does not perform materially as documented and we cannot correct it in a reasonable time | Pro-rata refund of fees for the unexpired term, for the affected Product |
| We add a sub-processor you reasonably object to and no alternative is workable (DPA section 6) | Pro-rata refund of fees for the unexpired term, for the affected Product |
| An IP claim forces us to withdraw a Product (Terms section 10.1) | Pro-rata refund of fees for the unexpired term |
| We raise the price and you decline it | No refund needed — a price change only applies at renewal, and you can decline it by not renewing |
| You cancel mid-term, or reduce user count mid-term, or simply stop using the Product | No refund. Service continues to the end of the paid term |
| We terminate for your non-payment or material breach | No refund, and amounts already due remain payable |
Refunds are paid within 30 days of being agreed, by transfer to the account the fees came from.
3.1 Implementation and services
Fixed-price Services are invoiced on milestones. If an engagement is cancelled part-way, you pay for the milestones completed and accepted; anything invoiced but not yet delivered is refunded. Work in progress at the point of cancellation is charged at the proportion actually completed, evidenced, not estimated.
The DocGen deployment fee covers work done once — environment setup, Entra registration, Key Vault. Once that work is complete it is not refundable, because it cannot be undone.
3.2 The first year, if it does not work
If a Product is deployed and, within 90 days of go-live, it does not do what this website said it does, tell us. We will fix it, or refund the remainder of the year and help you off it. We publish our prices so you can evaluate us without a sales call; the same logic says you should not be trapped for eleven months by a decision made on that basis.
This does not cover a Product that works as described but is not what you wanted, or a deployment blocked by something in your own tenant that scoping identified and you chose to proceed past.
4. What happens to your data
Nothing. It is already yours and it is already where it lives.
Every Product runs in your own tenant. Your Dataverse records, your SharePoint documents, your generated PDFs, your DocGen templates and FetchXML datasets, your SSS DMS entity mappings and folder conventions, your PSA Hub configuration — all of it is data in your environment, under your retention rules, exportable through your own ALM pipeline. There is no export request to raise with us and no hostage to negotiate over.
Templates in particular are configuration, not compiled code. If we part ways, they stay exactly where they have always been, readable and editable. See Software Licence section 7.2.
Any diagnostic material you sent us during support is deleted on the timetable in DPA section 3 — within 90 days of the case closing, and in any event within 30 days of your subscription ending if you ask us to do it sooner.
5. What you do on the way out
When the licence ends you uninstall the managed solutions from your environments. They uninstall cleanly — that is a design property we hold ourselves to, not a promise made at the exit.
What survives uninstall is your data and any custom columns, option sets and plugins you added on the Dataverse side, because those are yours and the Products only read the same schema.
For DocGen, the Azure resources are in your own subscription and are yours to keep or delete. Deleting them is a resource-group deletion; we will confirm the list if you ask.
6. Help leaving
For 30 days after a subscription ends we will answer questions about extracting your templates and configuration, and about what to delete, at no charge. We would rather you left cleanly and spoke well of us than left confused.
A longer transition — migration assistance, converting templates to another engine — is a Services engagement and is quoted. We will quote it rather than declining it.
7. If we discontinue a Product
If we stop supporting a Product, we will give at least 12 months' notice, keep supporting it for the whole notice period, refund pro rata any term extending past the end date, and help you plan the move. We will not strand a firm that put its invoicing on our software.
8. Consumers
We sell to businesses only, so the EU 14-day right of withdrawal for distance contracts does not apply. If you are somehow contracting as a consumer, tell us before ordering — your statutory rights are not affected by anything on this page.