Cancel a service, and when refunds apply

You can cancel or reduce some IT Solver services yourself in the dashboard. For other services, you contact IT Solver. This article tells you where to cancel each service, when the change starts, when you get a refund and what happens to your data.

Before you start

• To cancel a service in the dashboard, you must be an Owner or IT manager of your business. A Billing only user can also stop or reduce Microsoft 365 licences. See What each dashboard role can do.
• When you contact IT Solver to cancel, only people with the right dashboard role, or contacts that you authorised in writing, can cancel a service. We can check your identity first. See Who can ask IT Solver for changes, and how we check it is you.
• Decide what happens to your data before you cancel. Some data is deleted when a service ends. See What happens to your data.

Where to cancel each service

• Microsoft 365: stop the renewal on the plan page in Billing. See Stop Microsoft 365 at renewal.
• Google Workspace on a Flexible (monthly) plan: cancel it on the plan page in Billing. See Get Google Workspace and manage its licences and billing. For an Annual plan, contact IT Solver.
• Web Hosting: cancel the hosting for each website separately on the Web Hosting page. See Cancel web hosting.
• Tech Support plan: select Cancel plan on the Tech Support page. See Sign up for, check or cancel a support plan.
• Domains: turn off auto-renew so that the domain does not renew. See Turn domain auto-renew on or off.
• Business Phone, Internet, Backup, and plans that include more than one service: contact IT Solver. The plan page shows Contact support with the message "Online changes for this service aren't ready yet. Contact support and we'll make the change for you." Select Open support, or email us.

To pay for fewer seats instead of cancelling, see View a subscription and add or remove seats.

Stop Microsoft 365 at renewal

This stops one Microsoft 365 product at the end of its current term. Your licences stay active until that date. The dashboard does not remove users or licence assignments.

1. Sign in at dashboard.itsolver.net. You can also type dashboard.itsolver.net into your browser.
2. In the sidebar, select Billing.
3. In Subscriptions, find your Microsoft 365 subscription. Select View plan.
4. If the plan has more than one Microsoft 365 product, select Manage licences next to the product that you want to stop.
5. Open Manage renewal & cancel.
6. Select Stop renewal. The dashboard shows Cancel at term end with the end date. If it shows a Service end date and a different Billing end date, there is no credit for the days between.
7. Read the summary. There is no immediate credit.
8. Select Confirm cancellation. To make no change, select Keep current settings.

The dashboard shows Your Microsoft 365 subscription change is complete. If it shows that the change is processing, wait. The page shows the result when the change is confirmed.

If the plan page shows Contact support and no Stop renewal button, you cannot make this change online. Select Open support. If another Microsoft 365 change is in progress, the renewal buttons do not show. Wait until that change is complete, then try again.

If you add licences to this product after you stop the renewal, the stopped renewal is replaced. The product then renews with the new quantity. The preview tells you this before you confirm.

To change your mind before the end date, open Manage renewal & cancel again. Select Resume renewal, then select Confirm resumed renewal.

Cancel Microsoft 365 soon after a purchase or renewal

For a short time after a purchase or a renewal, Microsoft lets you cancel a product early. The Service Terms say this is 7 days. The dashboard uses the exact date from the supplier. While this cancellation window is open, Manage renewal & cancel also shows Request immediate cancellation.

1. Select Request immediate cancellation.
2. Read the estimated credit and the date until which you can cancel.
3. Select Request immediate cancellation again to confirm.

The service stops after Microsoft accepts the request. The amount shown is an estimate. After the supplier confirms its credit, IT Solver applies a credit to the matching invoice. The final amount can be different from the estimate. The plan page shows the progress, for example Cancellation accepted, Waiting for supplier credit, Credit processing and Cancellation completed.

When the window closes, this button does not show. Stop the renewal instead. The dashboard cancels the whole product. To remove only some licences inside the window, contact IT Solver.

For more about Microsoft 365 licences, see Buy, assign and reduce Microsoft 365 licences.

When a cancellation starts, and refunds

When you cancel or reduce most recurring services, the change starts at the end of the current billing period. Web Hosting and Google Workspace Flexible plans cancelled in the dashboard end sooner, as shown below. We do not refund part of a billing period, unless the Service Terms or the law say otherwise.

• Microsoft 365, monthly term: a reduction or cancellation starts at the end of the current month.
• Microsoft 365, yearly term: the term lasts 12 months. You cannot remove licences or end the term early. You can stop it at the end of the term.
• Microsoft 365, within 7 days of a purchase or renewal: you can cancel a product now in the dashboard with Request immediate cancellation. You get a credit for the unused part of the term after Microsoft credits us. To remove only some licences in this time, contact IT Solver.
• Google Workspace, Flexible plan: when you cancel in the dashboard, your Google Workspace billing with IT Solver ends when Google confirms the change. It does not wait until the end of the month. Google moves your subscription to billing directly with Google. Read the message in the cancel dialog before you confirm. It tells you when billing stops and if you get a credit.
• Google Workspace, Annual plan: you cannot remove licences until the year ends.
• Support plans: the plan stays active until the end of the period that you paid for. There is no refund for part of a period.
• Business Phone: billed monthly, with no lock-in contract. A cancellation starts at the end of the current month. There is no refund for part of a month.
• Website care plans: end at the end of the paid period.
• Web Hosting cancelled in the dashboard: the hosting stops, and its data is deleted, when the cancellation is confirmed. It does not stay online until the end of the paid period. There is no automatic refund or credit. IT Solver reviews any refund separately. See Cancel web hosting.
• Domains: registry fees cannot be refunded after the registration or renewal is made.

To ask about a charge or a refund, see Ask about a charge or get a refund. Your rights under the Australian Consumer Law always apply.

What happens to your data

• Website hosting: the website files, databases and other hosting data are deleted when the cancellation is confirmed. Download a full backup before you confirm. Nobody can get the data back after cancellation.
• Backup: the backup data is deleted at the end of the paid period. If you need a copy, ask IT Solver before then.
• Google Workspace, Flexible plan: cancelling does not delete your Google Workspace. To keep your email and files, sign in to the Google Admin console and set up billing with Google, or move them to another provider. If you do not set up billing, Google can suspend your service. See Get Google Workspace and manage its licences and billing.
• Microsoft 365 and Google Workspace: decide where your email and files go before you cancel. If you move to another email provider, contact IT Solver first so that your email does not stop.

When a service ends, IT Solver helps you take a copy of your data and move it. Work beyond simple export help is quoted. If a supplier deletes data when a service ends, we tell you when before it happens.

When IT Solver changes prices or stops a service

• If a change to our terms is likely to affect you in a negative way, such as a price increase, we email you at least 30 days before it starts. You can cancel the affected service before the change starts, with no cancellation fee. You must still pay for any supplier commitment term that you agreed to before the change, for example a Microsoft 365 yearly term.
• If IT Solver stops supplying a service to all customers, we give you at least 60 days' notice. We help you move to another provider. We refund any amount that you paid in advance for the period after the service ends.
• We can end a service if you do not pay, or if you seriously breach our terms and do not fix the breach within 30 days after we tell you in writing. See When invoices are due and what happens if you pay late.

Close your whole account

You cannot close your whole account in the dashboard. A person at IT Solver does this with you. See Close your account or move to another IT provider.

The full rules are in the Service Terms and the Customer Terms.

Examples

A staff member left and you have one Microsoft 365 product that nobody uses

You pay for a Microsoft 365 product that you no longer need.

To fix it: remove the licence from all users first. See When a staff member leaves: offboard them in Microsoft 365. Then do the steps in Stop Microsoft 365 at renewal. You pay until the end of the current term. If you bought or renewed it in the last 7 days, use Request immediate cancellation instead.

You want to cancel your business phone service

The Business Phone plan page shows Contact support and no cancel button.

To fix it: select Open support, or email us. Tell us which numbers and users to cancel. If you want to keep a phone number with a new provider, tell us before we cancel.

You cancelled, and the plan page still shows the service

The plan page shows Cancellation scheduled and an end date.

This is correct. The service stays active until that date. It does not renew after that date. For Microsoft 365, a stopped product shows its end date on the Billing page. If you add licences to that product, the stopped renewal is replaced and the product renews.

For other plans, you cannot add or remove seats on the plan page while a cancellation is scheduled. A Google Workspace Flexible plan shows only the cancel action, so you can end its billing with IT Solver now. But when you add a Google Workspace user, Add user with Add one billed seat if needed can still add a billed seat to that plan.

Your bookkeeper cannot cancel a service

Your bookkeeper has the Billing only role. They can stop Microsoft 365 licences, but they cannot cancel other services.

To fix it: ask an Owner or IT manager to cancel it. Or an Owner can change the bookkeeper's role. See Change a role, remove access or resend an invitation.

Still have a problem?

Questions? Email support@itsolver.net or phone 07 3123 6000.