Purpose
Use this procedure when a customer cancels their subscription, their personal data stays right where it is—ending a subscription does not trigger an automatic data wipe, export, or anonymization.
Current operational state
Ending a subscription does not automatically disable or delete the customer's CentralApp account.
Customer Success does not currently perform a standard deletion, anonymization, or cross-system data-retention action at termination.
The customer can continue to access the CentralApp interface and manually retrieve or download data available in the relevant platform sections.
CentralApp does not provide a single-click full-account export.
No customer has requested a post-termination deletion or full export through the current Churn process to date.
Standard Cancellations
Handle commercial cancellation as usual: Process the end date, website status, and Chargebee records through your standard workflow.
Keep account access open: The customer's public site may go offline, but keep their CentralApp login active so they can manually download available data.
Don't make promises: Never tell a customer that all their data was deleted, stored permanently, or will be packaged into a full export.
Log data questions: Document any data-related questions and your exact replies in Intercom.
When a Customer Asks to Delete, Export, or Correct Data
Treat any explicit request to delete, export, correct, or view personal data as a formal privacy request—not a routine Customer Success ticket.
Hands off: Never delete, anonymize, or export customer data across systems on your own.
Route to Legal: Point the customer to our public Privacy Policy and ask them to contact [email protected].
Log the handoff: Record in Intercom that the request was received and routed, including the date and contact details.
Hold off on promises: Never guarantee timelines, file formats, or technical outcomes until Legal gives specific written guidance.
Wait for written sign-off: Only execute a deletion or export after receiving explicit written instructions from Legal. Document your action before closing the ticket.
Known legal and documentation limits
The public Privacy Policy states that personal data must not be stored longer than legally admissible or required for the stated purposes, but it does not define a system-by-system retention schedule.
Terms of Service Article 7.6 refers to use of personal data after termination for statistical and analytical reasons. This is not an operational retention schedule and does not authorize CS to decide what to retain or delete.
Terms of Sale Article 15 continues confidentiality obligations after termination. Confidentiality does not by itself define deletion, anonymization, or retention periods.
There is currently no documented cross-system procedure covering CentralApp, Intercom, Chargebee, CRM, Google Drive, Wootric, or backups after termination.
Red Flags: Escalate Immediately. Pass the ticket up to Legal right away if the customer:
Demands full account or backup deletion.
Invokes legal privacy rights or disputes data storage.
Has an outstanding invoice, tax hold, fraud flag, or active legal dispute.
Completion criteria
Scenario | What Success Looks Like |
Standard Cancellation | Commercial cancellation complete; account left open for self-service downloads; notes logged in Intercom. |
Email Opt-Out | Client unsubscribed directly in Intercom and updated in the CRM right-hand contact panel. (see screenshot below)  |
Privacy Request | Customer directed to |
Verified from the current owner-confirmed operating state, Terms of Service version 25072016 Article 7, Terms of Sale version 25072016 Article 15, and the public CentralApp Privacy Policy reviewed on 11 August 2026. This article documents current operations and is not a system-specific retention policy.