Knowledgebase

On this page, you can find out about closing / cancelling a specific service, or how to close / cancel your entire account.

Cancel / Close Individual Service(s)

If you wish to cease a specific service, we prefer to receive this communication submitted from within your client account by following the instructions below.  Please allow 7 days prior to the end of your billing cycle.  Our billing system is automated and if you do not allow enough time, your credit card or account may be charged and you will still be liable for these charges.

*IMPORTANT*  

1. 1. To cancel from within your client account, login here 
   2. Click "Services" and then click on the "Active" service you wish to cancel.
   3. Click "Request Cancellation" on the left hand menu and follow the process on screen.
      
      

Cancel or Close Your Entire Account

If you are thinking to leave Purple Dog - feel free to talk to us first to see if we can assist you further or address any concerns you have.  If you decide you want to leave, please be aware of the process we follow:

To close / cancel / shut down / terminate your entire account, please open a support ticket. 

1. Specify that you wish to close your entire account and terminate all services;
2. Provide the date you'd like this to occur (or ASAP);
3. Provide a reason, if possible, for our tracking;

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*** IMPORTANT ***

• Please read our Cancellation Policy, Terms and Conditions
• The above steps will allow you to cancel specific services - or your entire account with us.
• We initially "close" an account, then follow a termination procedure.
• Account Termination means all service(s) that you are currently subscribed to will be fully and irrevocably removed from our systems or any 3rd party services that we provide or are connected to your account, including (where relevant) the permanent cancellation and deletion of the following;
      * website files, programmes, apps and any related software or settings
      * website hosting and all related settings
      * domain names and any related DNS records
      * email accounts / historical emails and any related settings
      * social media campaigns / related images, forms, data or service related files
      * current and historical data and all file / data backups related to your service(s)
      * any Google Service(s) we manage on your behalf
      * any and all other services / products / data we manage on your behalf
  
  *** IMPORTANT ***
  Once termination has occurred, restoration may not be possible. You should therefore ensure that you have backed up any files / databases / email etc that you wish to retain and transferred all domain names, webhosting and/or emails and any other services that you have subscribed to with us.
  
  Please see the following additional articles for help:
  http://www.purpledogdesign.com/clients/knowledgebase/47/How-do-I-make-a-backup-of-my-website.html
  http://www.purpledogdesign.com/clients/knowledgebase/53/How-to-transfer-a-domain-away-from-Purple-Dog.html
  
  Once your account has been terminated, you will need to create a new account if you wish to utilise any of our services again.