Document key: trine-cancellation Version: 1.0 Status: Published Approved by: Hyun Kyu Han, Director Approved on: 1 September 2026 Published: recorded in the legal registry at publication Effective: 19 days after publication Acceptance: informational, link only (no checkbox) Published at: https://trine.uk/legal/cancellation-and-data-export
This policy describes a support-led process. Self-service cancellation and export are not implemented, and nothing here describes a capability that does not exist today.
1.1 Cancellation is handled by our support team. Write to [email protected] from an email address registered to a provider administrator on the account, stating which care home subscriptions you wish to cancel.
1.2 We will acknowledge promptly and confirm the effective date in writing.
1.3 Cancellation takes effect at the end of the current billing period. You keep full access until then.
1.4 Cancelling one care home does not cancel others. Cancelling the last active care home closes the provider account at the end of that period.
2.1 We do not refund part-periods on cancellation.
2.2 We will refund prepaid fees for the unexpired period where we terminate without cause, where we materially reduce core functionality and you exercise your right to terminate, or where you object to a new sub-processor and terminate on that basis.
3.1 Self-service export is not currently available. Exports are produced by us on request.
3.2 Request an export by writing to [email protected] from an email address registered to a provider administrator.
3.3 We will provide the export within 30 days of a valid request, and will confirm receipt and give an expected date before then.
3.4 Bulk exports are provided as structured data in CSV format and contain record data only. They do not include uploaded file attachments. Where you need the underlying files, we will supply them separately as part of an assisted extraction, in the formats in which they were uploaded and without conversion.
3.4.1 Routine checks, training records and billing data are not currently covered by an automated export. We will supply them on request as part of an assisted extraction.
3.5 We will confirm the exact scope of an export when we acknowledge the request. Where a module cannot be exported in a usable form, we will tell you before producing the export rather than afterwards.
3.6 There is no charge for a single export on cancellation, or for a reasonable number of exports during an active subscription. We may charge for repeated or unusually large extractions, and will agree any charge with you in advance.
3.7 We will tell you when self-service export becomes available.
4.1 After a subscription ends, we retain your data in a non-active state for 30 days.
4.2 During that period you may request an export under section 3.
4.2.1 You may ask us to restore access during this period. We will do so where it is technically possible, and will tell you promptly if it is not.
4.3 We will email your registered administrator when the subscription ends, and again 7 days before the 30-day period closes.
4.4 If you need longer, contact us before the period closes and we will extend it by agreement. We may charge a reasonable fee for an extended period or for an assisted extraction.
5.1 Deletion is performed manually by us against a documented procedure. It is not automated. This does not reduce our obligation to delete.
5.2 We delete your data from the active platform within 30 days of the end of the period in section 4, and confirm deletion to you in writing.
5.3 Deleted data persists in backups until those expire on the normal cycle: within 35 days for point-in-time recovery and 30 days for database dumps, so in normal operation backup expiry is complete within 90 days of deletion. As set out in clause 10.4 of the Data Processing Agreement, the single most recent database dump is always retained and persists beyond 30 days where scheduled backups have stopped running.
5.4 We retain billing records, and the minimum account information needed to evidence the contract and its termination, for 7 years. We retain no operational records beyond that.
6.1 You remain responsible for retaining records that you are required by law or by your regulator to keep. Requesting an export in good time before the period in section 4 closes is your responsibility.
6.2 If you are transferring a service to another provider, you are responsible for the lawful transfer of records. We can supply an export; we cannot advise on what should be transferred.
6.3 We will not release your data to a third party, including an incoming provider, a local authority or a regulator, without your written authorisation or a lawful requirement to do so.
7.1 Suspension for non-payment restricts access but does not delete data.
7.2 If an account remains suspended for 60 days, we may terminate it, at which point this policy applies from the date of termination.