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Contact support to begin the process of closing your account. If you're dealing with specific problems, contacting support can get you a solution to the issue instead of leaving the platform altogether.
You'll need to take some actions in your account before it can be closed.
Settle all outstanding invoices.
Prepare to make payments on all partner-driven actions that have already happened if any were generated.
Now you are ready to contact support. In the ticket, indicate that you want to close your account and include the reasons why you want to leave the platform.
The time it takes for account closure and finalizing any refunds is determined by how old your account is and how active your program is on the platform. Refer to the scenarios below to gain insight into what you can expect when closing your account.
Your account is eligible for an immediate cancellation and full refund if the following criteria are met.
Your account was active for less than 30 days. (After 30 days, any impact.com fees accrued are non-refundable.)
Your program did not drive any locked actions.
Your program has no pending actions waiting to lock.
If your account meets the above criteria, a full refund will be credited back to the card initially charged within 10 business days of closing the account. If your account does not meet the criteria above, you may not be eligible for a full refund, but may still be eligible for an immediate cancellation.
Your account is eligible for an immediate cancellation and a refund of your current account balance if the following criteria are met.
Your account was active for more than 30 days.
Your program did not drive any locked actions.
Your program has no pending actions waiting to lock.
If your account meets the above criteria, a full refund will be credited back to the card initially charged within 10 business days of closing the account. If your account does not meet the criteria above, you will not be eligible for a full refund and will not be eligible for an immediate cancellation.
If your account's situation does not align with the above 2 scenarios, you are neither eligible for an immediate cancellation nor a refund of your current account balance. However, once your invoices are settled and any actions driven for your program are paid out to the partner, you will be eligible for a refund of any surplus account balance.
The main reason you're not eligible for a refund of your current account balance is that you have pending actions that have yet to lock. You can check if this is the case by viewing the Pending Action Payouts report in your account. The last date that an action locks is the date that your account is eligible to close.
If this is the case, expire all active partner contracts so you do not generate any new pending actions—these will delay the account closure. If you need help with expiring partner contracts, contact support.
You will be responsible for all partner fees and impact.com fees accrued until your account's closing date. These will appear as invoices and must be settled.
Once the final locking date has passed and the actions are paid out, impact.com can process your account closure. A refund for the remaining account balance will begin processing on the date of close. The card initially charged will receive this refund within 10 business days of closing the account.
How can I re-open my account?
You can reactivate your subscription at any time after canceling by reaching out through the impact.com website or by emailing starter.edition@impact.com. If you're using an e-commerce platform, you can also find contact information on the impact.com app listing.