This policy explains how to cancel a project, a support plan or a Voice AI service with Altamar (EBSY LLC, doing business as Altamar). It is part of our Terms of Service and uses the same words. The short version: you can cancel at any time, you pay for work already done, and monthly services stop at the end of the month you have paid for.
#What this covers
We sell three things, and each one ends differently:
| What you bought | How it ends |
|---|---|
| Fixed-price project | You can stop at any time. You pay for work done up to that point. |
| Support plan (monthly) | It stops at the end of the month you have paid for. |
| Voice AI (monthly) | It stops at the end of the month you have paid for. |
#How to cancel
Email hello@altamar.dev from the address on your account and say what you want to cancel. If your service has a client portal, you can also cancel there. We confirm by email, and that confirmation is your record that the cancellation was received.
There is no phone call, no retention flow and no cancellation fee. The date we receive your request is the date that counts.
#Fixed-price projects
You can stop a project at any time by telling us in writing. Then:
- you pay for the work done up to the date we receive your notice, measured against the milestones and price in the written scope;
- you also pay for third-party costs we committed to for the project and cannot cancel, which we will show you;
- if you have prepaid for work we have not started, we refund that part;
- we hand over the work completed and paid for, on the terms in the written scope.
If we have to stop a project because you did not pay or you breached the terms, the same rules apply, after the notice period set out in the Terms (10 business days to fix a breach).
#Support plans and Voice AI
These plans renew every month on the same date until you cancel.
- Cancel before your renewal date and you will not be charged for the next month. The service keeps running until the end of the month you have already paid for.
- Cancel after the renewal and the month just billed is still yours to use; the plan ends at the end of that month and renews no further.
- We do not refund part of a month, and we do not charge you for a partial month either.
- Any usage or telephony costs (Voice AI) that accrued up to the end date are billed as normal.
If we change the price of a monthly service, we tell you at least 30 days ahead. You can cancel before the new price starts.
#First-month guarantee for Voice AI
If you are a new Voice AI customer and are not happy, tell us within 30 days of your first charge and we will refund the monthly service fees you paid in that period. The guarantee covers the first Voice AI subscription for each customer. It does not cover usage and telephony costs we already paid to third parties, or one-time setup or build work we have already delivered and that is priced separately in the written scope.
#When charges stop and what we refund
| Situation | When charges stop | Refund |
|---|---|---|
| Support plan or Voice AI, cancelled before the renewal date | At the end of the month already paid | None, you keep the service until then |
| Support plan or Voice AI, cancelled after the renewal | At the end of the month just billed | None |
| Voice AI first subscription, request within 30 days of the first charge | Immediately | Monthly fees paid in that period |
| Fixed-price project, cancelled | When we receive your notice | Prepaid amounts for work not yet started |
| We end a monthly service for convenience | On the date we give you | Prepaid amount after that date |
Refunds go back to the original payment method within 10 business days of the date we confirm them.
#Your data after you cancel
- Export. Ask us by email, from the address on your account, and we will send you a copy of your production data within 10 business days of verifying the request.
- Deletion. We delete production data 30 days after the service ends, and it leaves our backups within 90 days. If you want it deleted sooner, say so in your email.
- Records. We may keep invoices, contracts and similar records for as long as the law requires.
#Coming back
You can restart a service at any time. Write to hello@altamar.dev. We may need to repeat some setup, and the price then in force applies.
#Disputes and changes
If you think a charge is wrong, write to us first and we will look into it quickly. Disputes are handled as set out in the Terms of Service. We may update this policy; the “last updated” date shows when, and a change does not alter an engagement you already started unless we both agree.