Refunds & cancellation

1. How to cancel

From the console: Settings, then Plan & billing, then Cancel plan. Or email billing@hootfleet.com from an address on the account and we'll do it for you.

Deleting your account: if you're the only person in your workspace, deleting your account in the app or the console closes the workspace. A self-serve plan that is still running ends now, and the unused part of the period isn't refunded (sections 3 and 4). The workspace's data is deleted within 30 days (section 7). Our Delete your account page has the details.

Cancellation stops the renewal. Your account keeps working until the end of the period you've paid for. Nothing is deleted at that moment — see section 7.

2. Trials

New accounts get 14 days of every feature we sell, at Solo's size and on the driver's phone — one seat, one vehicle and one paired phone. Trials are never charged, so there is nothing to refund and nothing to cancel. If you do nothing at the end of a trial, the account becomes read-only rather than being charged or locked: your data stays intact and you can still read and export it until you pick a plan.

3. Monthly subscriptions

Cancel any time. Service continues to the end of the month you've paid for. We don't refund a partial month, because you keep the service for all of it. Deleting your account when you're the only person in the workspace is different: the plan ends at once, the unused part isn't refunded, and the workspace's data is deleted within 30 days (section 1).

4. Annual subscriptions

Self-serve plans. Cancel any time. Service continues to the end of the year you've paid for, and nothing already paid is refunded — you keep the service for all of it. If a plan ends before a period you have paid for is over, the unused part is not refunded either: it only reduces an early-termination balance you owe on a device (section 5), and any part left over is not refunded. Deleting your account when you're the only person in the workspace is different: the plan ends at once, the unused part isn't refunded, and the workspace's data is deleted within 30 days (section 1).

Contracts. On a contract, nothing already paid is refunded, even when the contract ends partway through a period you have paid for. The one exception is a contract whose whole term was paid up front: if it ends early, the whole years you will not receive are credited to your account against the invoice you paid. It is a credit, not a cash refund, and part years are not credited — the year you are in is a year you had. What you owe on the way out is covered in section 5 and is never the rest of the subscription.

5. Early termination — what it is, and what it isn't

What it isn't: the remaining value of your subscription. Cancelling a three-year plan in month six does not make you liable for thirty months of fees. That is the standard model in fleet telematics and we don't use it.

What it is: the unamortised balance of any tracking device we gave you without charging for it. It depends on how your hardware was supplied:

Hardware supplied with your agreement

Your agreement spreads the price of each device across its term, and your bills carry it a part at a time. Leave early and you pay the part of the device's price that has not yet been billed, and nothing else — nothing already billed is charged again. A device that has not shipped is cancelled, and nothing more is charged for it. Devices you have already paid for owe nothing.

Devices included with a 3-year plan

The device price is spread evenly across 36 months. Leave early and you pay the months not yet covered, and nothing else. The clock starts when the device ships, not when you sign — an undelivered device owes nothing. Included devices are no longer offered to new customers — this clause governs agreements already in place, which continue on the terms they were signed under.

Devices bought outright

There's no balance, because you already paid for them. In exchange for the 12-month minimum you pay a lower rate per vehicle each month; leaving inside those 12 months repays the discount taken to date, so the net effect is that you paid the standard rate after all. Nothing is owed after month 12. The discount and the device price are the ones written into your own agreement.

Devices rented monthly

Nothing is owed. Rental is month to month. Return the devices with the prepaid label we send you. Rental is no longer offered to new customers — this clause governs agreements already in place, which continue on the terms they were signed under.

6. Unreturned rental hardware

Rented devices remain ours. If one isn't returned within 30 days of cancellation we charge the replacement cost for that device, as stated in your agreement. This is a charge for hardware we didn't get back — it is never charged for cancelling, and it isn't included in a cancellation quote, because at that point nobody has failed to return anything. This section applies only to rental agreements already in place; rental is not offered to new customers.

7. What happens to your data

If you're the only person in your workspace and delete your account, the workspace closes at once and its data is deleted within 30 days, and we email you when it's done; the rest of this section is about cancelling a plan.

Your account stays readable until the end of the period you paid for, so you can export what you need through the console or the API. After that we keep it, in case you come back. The scheduled removals our privacy policy describes in section 5 carry on while an account is closed: safety footage after 30 days, delivery photographs and signatures after 365 days, audit-log entries after a year, and our own internal billing records after seven years. Apart from those, the account's data is kept for 12 months after your service ends (3 months after the free trial ends, if you never paid for a plan) and then erased; we email you 14 days before. Erasure sooner is on written request: email support@hootfleet.com and we delete or anonymise your data — except anything we must retain — and confirm in writing when it's done.

8. Changing plan instead of cancelling

Moving up or down a plan, or changing how many seats or vehicles you're paying for, is prorated: we credit the unused part of the old shape and charge the same remaining days at the new one. You see the difference before you confirm it. Downgrade credit stays on your account against future invoices; it isn't paid out in cash.

9. Billing errors and disputes

If we've charged you something that looks wrong, email billing@hootfleet.com within 60 days of the invoice. If we made a mistake we refund it — we'd rather fix it directly than have you raise it with your bank.

10. Refund timing and method

Refunds are issued by hand, not automatically, and only where one is owed: a charge we made in error (section 9), or a plan we end for our own convenience (our terms, section 8). Unused prepaid time on a self-serve plan is not refunded — see section 4. Email billing@hootfleet.com and we'll process a refund that is owed within 5 business days. We return it to the original payment method where that is still possible, and agree another route with you where it isn't. Once we've issued it, card networks typically take a further 5 to 10 business days to show it. On a contract, nothing already paid is refunded apart from a charge made in error; the one other exception is a term paid up front, whose unused whole years are credited to your account, never paid out in cash — see section 4.

11. Contact

Hoot Fleet LLC
8401 Mayland Dr #11402, Richmond, VA 23294
Billing: billing@hootfleet.com
Support: support@hootfleet.com