Cancellation Policy and Member Retention

For all PAID B2C Members

Cancellation Policy

In accordance with the AdvisoryCloud Terms of Service, all requests must be received at least 15 days prior to the next billing date to avoid a final charge and subsequent term of membership. All Membership fees are non-refundable.

Please note: If you are in the free trial period, the 15-day cancellation notification window does not apply and you may cancel at any time during your free trial here.

Refund Policy

In accordance with the AdvisoryCloud Terms of Service, all membership fees are non-refundable.

For B2C Free Trial Members

Cancellation Policy

Members on a 14-day free trial can cancel at any time during their free trial. We notify the member three times of the need to cancel before the end of their free trial:

1. When they register, it is clear that they will be charged on day 14 if they do not cancel.

2. We send them a receipt from Recurly upon registration letting them know the amount they will be charged on <DATE/TIME> which is 14-days from registration.

3. We send them a notification of upcoming billing 48 hours before the end of their free trial and include the URL to cancel.

For B2B Members

Companies are on an annual contract and Membership fees are non-refundable. If you receive a request from a B2B Member please assign the case to the company’s B2B Account Manager.

Exceptions to the Refund Policy

Full Refunds

1. If there is a recordkeeping error or bug that meant they were charged erroneously

2. If there is a bug causing the member not to receive a reminder email

3. If the service was grossly misrepresented by the Sales team.

4. If member upgrades early during their Free Trial and rescinds in less than 48 hours.

Prorated refunds

1. FT or Annual renewal - If the member opted out or hard bounced, prior to receiving a reminder email.

2. Customer Goodwill exceptions

• If a member has expressed extreme hardship or illness

• If a member initiated the cancellation process prior to payment and no longer wants to continue.

• Member has declined all offers and states they do not have time. (Usually accompanied by a threat)

• If a member upgrades early during their Free Trial and rescinds in less than 48 hours.

3. If the member is threatening legal action/online reviews/chargeback.

Churn & Member Retention

Churn

In a SaaS (Software-as-a-Service) organization like AdvisoryCloud, churn is everything.

• Churn is the cancellation percentage of our entire membership base.

• Churn is an important performance and financial metric that’s easy to track - by looking at the percentage of members an organization loses during the subscription cycle.

As the team responsible for managing the experience of our entire membership base, Member Services has a greater impact on our monthly churn than any other team in the organization.

• When the Member Services team succeeds, churn goes down.

• When the Member Services team is not on our game, churn goes up.

The entire Member Services team is in this together, working to provide our members with an optimal experience, lowering churn in the process.

Cancellations and Voluntary Churn

Cancellations are the single most likely task to end in an escalation, particularly any time that a request for refund is involved.

Members will often say they couldn’t find the place to cancel.

The important thing is to remain calm at all times, never promise more than you can deliver, and accurately explain our system and policies without being argumentative.