Owner Cancellation – Contract Termination Process 

🔹 Step 1: Acknowledge the Cancellation Request

When an owner reaches out requesting to cancel their contract:

1. Acknowledge the message promptly and ask for the reason behind the cancellation.
   
   

📩 Example reply:

“Hi [Owner Name], I’m sorry to hear you're considering cancellation. To better understand and assist, could you share a bit more about what’s prompting the decision?”

🔹 Step 2: Explore Resolution (If Possible)

• If the cancellation is due to a mistake or issue on our end, try to resolve the concern before accepting cancellation.
  
  

• Communicate clearly and respectfully to rebuild trust.
  
  

📩 Example:

“Thank you for sharing your reasons for wanting to cancel the contract. We truly value you as a client and would love the opportunity to make things right. If any mistakes were made on our end, we sincerely apologize — we’re committed to addressing them head-on.

Would you be open to scheduling a quick call with either our Operations Manager or Office Manager to go over your concerns? We’d love the chance to explore a resolution before moving forward with cancellation.”

• If the owner agrees to a call, create an internal task in Breezeway and assign it to the relevant department (Office Manager or Operations Manager) for follow-up.
  
  

🔹 Step 3: Confirm the Cancellation

• If resolution is not possible or the owner confirms they still want to cancel, respond with a clear confirmation message.
  
  

📩 Example:

“Understood, [Owner Name]. Thank you for confirming. We’ll begin the offboarding process and notify the team accordingly.”

🔹 Step 4: Create a Breezeway Task for Internal Action

Create a task titled:

📝 “Owner Wants to Cancel Contract”

In the task:

• Summarize the cancellation reason.
  
  

• Document what steps you took to try to win the client back.
  
  

Tag the following team members:

• 🧑‍💼 Communications Supervisor
  
  

• 🧑‍💼 Office Manager
  
  

• 🧑‍🔧 Operations Manager
  
  

✅ Best Practices

• Always lead with empathy and professionalism, even if the cancellation is unexpected.
  
  

• Keep internal documentation clear and prompt via Breezeway.
  
  

• If the contract includes a notice period or offboarding protocol, include that in the Breezeway task for processing.
  
  

• If a call is scheduled to regain trust, create and assign a task to the relevant manager for follow-up.
  
  

💡 Tip:

We’re always working to improve. If we can retain a client and turn around their experience, that’s the goal. Even tough feedback helps us grow.

If the owner confirms cancellation, inform them clearly about the $699 cancellation fee as per the contract.