Cancel anytime, and here is exactly what happens.

A coordinator can cancel any time from the Billing page: open “Receipts and payment methods”, which is Stripe’s hosted portal, and cancel the subscription there. You can also email traintrackanalytics@gmail.com from the address on your account and we will cancel it for you.

Cancelling stops the subscription from renewing. It does not cut off the time you have already paid for: the subscription stays active until the end of the current one-year period, and no further charges are made.

Subscriptions renew automatically each year. To avoid a renewal charge, cancel at least 30 days before the end of the current subscription period.

Reports from completed runs remain readable and downloadable after the subscription ends. New report runs pause until a subscription is active again.

Your uploaded case-log history is retained so you can resubscribe without re-uploading, until you request deletion. An account owner can delete the program and its data at any time from Account Settings, as described in the Privacy Policy.

Annual subscription fees are non-refundable once a subscription period has started, except in the cases below or where our Terms of Service or applicable law require otherwise.

Duplicate or erroneous charges. If you were charged twice, or charged in error, email us and we will refund the incorrect charge in full.

Institutions we do not approve. New signups are held for approval before they can upload data or run reports. If we decline or later withdraw approval of your institution and you have already paid, we refund the fees for the unused remainder of the subscription period.

Wrong tier. Pricing is by resident headcount tier. If your headcount changes, you do not need a refund: moving the subscription to the correct tier from the Billing page is prorated automatically by Stripe, in both directions.

Refunds are issued to the original payment method through Stripe and typically appear within 5–10 business days, depending on your bank.

Email traintrackanalytics@gmail.com with the institution name and the receipt (available from the Billing page) and we will investigate. Please contact us before opening a dispute with your card issuer — most billing problems are fixed within a few days.