Canceling your account

You can cancel Rivet at any time. No clawback, no penalty, no “are you sure?” five-screen flow. Email us, we close the account, your number gets released, your data is handled per the timeline below.

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How to cancel

Email hello@getrivet.ca with the subject line “Cancel my account”. Include:

• The email you sign in with (so we close the right account).
• Whether you want your data deleted immediately or kept for the default retention window (see below).

A human responds within one business day. The cancellation is processed the same day in most cases. We do it this way deliberately. A one-click cancellation in the app would also mean a one-click accidental cancellation — and recovering from accidental cancellation means re-provisioning a phone number, which is a non-trivial workflow we’d rather not optimise for.

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When billing stops

• During the 14-day trial — no payment ever ran, so there’s nothing to stop. Cancellation just closes the account.
• After paying — your subscription is charged monthly. Cancelling closes the account immediately and stops future charges; the current month is not pro-rated. You keep access until the end of the period you’ve already paid for, unless you ask us to disable access sooner.

There is no clawback fee, no minimum term, no annual commitment. The model is the simplest one: month-to-month, cancel anytime.

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What happens to your phone number

Your Rivet phone number is released back to the carrier pool a short time after cancellation. By default, we hold it for 30 days in case you change your mind — during that window, reactivating gets your old number back. After 30 days, the number returns to the pool and could be assigned to a new Rivet customer (or another carrier customer entirely) within days. If you don’t want the number recycled — say, the number is on a business card you can’t reprint and you’d rather just port it elsewhere — let us know in your cancellation email and we’ll start a port-out instead. Porting takes 5–10 business days and goes through your destination carrier; we provide the release authorisation on our end.

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What happens to your data

Two paths for your account and communication data (voicemail recordings, transcripts, SMS history, call records, imported contacts), depending on what you ask for in the cancellation email. Clinical records follow a separate path — see below.

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Default — 30-day retention then delete

For 30 days after cancellation:

• Your data sits in our database in a read-only state.
• Your account is signed out everywhere; the magic-link sign-in is disabled.
• If you reactivate, every voicemail, SMS, and session note comes back exactly as it was.

After 30 days:

• Voicemail audio files are purged from our storage.
• SMS message bodies are deleted.
• Personal information on your account row (name, cell number, signup IP) is overwritten with [redacted].
• The row itself stays as a stub for auditing — every PHIPA-grade service keeps a deletion ledger entry so we can prove the deletion happened.

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Immediate — delete on cancellation

If you ask for immediate deletion in your cancellation email, we skip the 30-day window. Everything in the default 30-day-then-delete path runs that day. No reactivation path after this point. Use the immediate path if:

• You’re closing your practice entirely and don’t expect to come back.
• You’re under a regulatory or college instruction to delete records on a specific date.
• You’d just rather not have records lingering.

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Clinical records — 90-day export window

Your clinical records (progress notes, assessment responses, risk assessments, and client record fields) are yours — they go with you into your own record system. Rivet gives you a 90-day window after your account closes to export them before they are permanently deleted.

• A full structured export is available on or before your cancellation date. Export early — don’t let the window close.
• Your records are deleted on your written instruction, or automatically at the end of the 90-day window, whichever comes first.
• The ongoing obligation to keep clinical records for the period your College requires — commonly at least 10 years from the last clinical interaction with a client — is yours, as the practitioner, to meet through your own record system after export. That obligation does not stay with Rivet.

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What we keep after deletion

A small set of records survive the deletion for a reason:

• Billing records. Our payment provider holds invoices and payment records for 7 years per Canadian tax law (CRA requirement). We don’t override that retention.
• Deletion ledger. A timestamped entry stating “Account [business_id] was deleted on [date] at the customer’s request, including audio purge and personal information overwrite.” This is evidence of the deletion, not the data itself.
• Aggregate, non-identifying metrics. Things like “Rivet processed X voicemails in Q2” — your individual numbers aren’t recoverable from this, but the count was part of it.

What we do not keep:

• Clinical records — these are yours and go with you. At the end of the 90-day wind-down, any clinical records still on Rivet’s servers are permanently deleted. Rivet does not hold clinical records for 10 years after account closure. Your own professional obligations for that period are met through the copy you exported.

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Before you cancel

A short list of things to do first, in priority order:

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Coming back

If you cancelled and within 30 days decide to come back, just sign in with the same email. Your account, your number, and your data are restored. Billing resumes at the same rate from the day you reactivate — no setup fees, no penalty, no questions. After 30 days (default retention) or immediately (if you asked for immediate deletion), coming back means signing up fresh — new account, new number, no historical data.

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