Before you make the change...
We never want customers to have a bad experience, and we'd hate to lose your business. If you're having issues, the chat button in the lower right-hand corner of the page goes to actual humans in the U.S. who are ready and trained to help.
If there's a reason you're canceling a paid plan, we'd love to hear your feedback. And if you gave us a shot to address the issue, we'd love to do whatever we can to help!
Like any small business, our customers are our livelihood and everyone who asks for help gets an answer. You can also email us at help@thrivemetrics.com.
(or just click the live chat button)
Canceling your plan
Once you officially cancel your plan (by following the steps below), you will not be billed for our services moving forward on that account. Read more about our refund policy here.
To cancel your plan follow these steps:
1. Go to the Billing page, click the "Change Plan" button
2. Select the Free Basic plan
For Shopify/Square/Thrive billing, once you've clicked "Change Plan" you will be able to select the Free Basic plan from the list.
For Clover billing, when you click "Change Plan" you'll be met with a prompt. Follow these steps when you see the prompt:
Click the “Go to Clover” button and sign in (if prompted).
When the new Clover page loads, click the ellipsis (…)
Select “Change Subscription” as shown here:
Click the "Add-On Location" option.
This is equivalent to our Free Basic plan noted above.
Not sure who your billing provider is?
Write to our Customer Care Team using the green chat bubble and we can help!
3. You're all set
Once you've selected the Free Basic plan (or Add-On Location for Clover billing), your paid account with Thrive is effectively canceled.
To clarify, you will not be charged for that account moving forward (unless you decide to sign back up!). You can still get certain insights on the Free Basic plan, which you can read more about here.
Refund Policy
Regardless of your plan (monthly or annual), we do not offer full or partial refunds on charges for our services. Additionally, we do not have a money-back guarantee, which is why we strongly recommend, especially for customers on an annual plan, to add the renewal date to their personal calendars.
Once a plan is officially canceled and moved to the "Free Basic" plan (or Add-On Location for Clover billing), the payment method on file will no longer be billed for our services moving forward.
Things to Note:
Deleting or uninstalling the Thrive app from your device DOES NOT cancel your subscription.
If you decide to come back, you can upgrade again to a current plan at any time.
If you disconnect your POS integration from Thrive or request to have your account disabled, your inventory history will disappear and cannot be recovered.
To remove Thrive from your device, you'll have to visit your point of sale provider's app store or contact your point of sale provider to uninstall the Thrive app.