Introduction
Effective Date: June 2026 | Last Updated: September 2026
This policy explains how to cancel a subscription to the Y Intelligence platform ("Y") provided by Y-Institute, trading as Y-Institute ("Y-Institute", "we", "us"), when cancellation takes effect, and what happens to your data. It forms part of our Terms of Service and works together with the Refund Policy.
1 Summary
| Subscription | How to cancel | Notice | Takes effect |
|---|---|---|---|
| Personal (free) | Close your Workspace in Settings | None | Immediately |
| Monthly plan (Pro, Team, Business, Scale) | Billing → Cancel plan, or email | None | End of the paid month |
| Annual plan, consumer | Billing → Cancel plan, or email | 14-day withdrawal right; after the first year, one month | End of the first year, then end of the notice month |
| Annual plan or Subscription Agreement, business | Written notice to support@ or as the agreement states | 60 days before the Term ends | End of the current Term |
| Trial or pilot | 5 Business Days | End of notice |
2 Monthly plans
2.1 You may cancel a monthly plan at any time in Billing or by email. Cancellation takes effect at the end of the month you have already paid for; you keep full access until then and are not charged again. Nothing is refunded for the rest of the month, except as the Refund Policy provides.
2.2 Consumers also have the 14-day right of withdrawal in section 2 of the Refund Policy, which gives a refund.
2.3 When a paid plan ends, your Workspace moves to the free Personal plan. Content that exceeds the Personal limits stays readable and exportable for 30 days, after which it is deleted unless you resubscribe. Named Users above the Personal limit lose access when the plan ends.
2.4 You can cancel and later resubscribe at any time. Purchased Credits stay in your balance while the Workspace exists.
3 Fixed-term subscriptions
3.1 Business customers. Annual prepaid plans and Y SaaS Subscription Agreements run for an Initial Term of 12 months (unless the order says otherwise) and renew automatically for further 12-month Terms unless either party gives written notice of non-renewal at least 60 days before the current Term ends. We remind you by email between 90 and 60 days before the renewal date.
3.2 A business customer cannot terminate a fixed-term subscription for convenience during a Term. Section 4 lists the cases in which it can end early.
3.3 Consumers. If you are a consumer on an annual plan, Article 6:236 under j of the Dutch Civil Code (Burgerlijk Wetboek, "BW", the Wet Van Dam) applies: your subscription is never silently renewed for another fixed year. At the end of the Initial Term it continues for an indefinite period at the then-current monthly price, and you may cancel at any time on one month's notice. We remind you by email before the Initial Term ends. You may cancel in the same way you subscribed, and if you subscribed online you can always cancel online (Article 6:230v(7) BW and Article 11a of Directive 2011/83/EU as amended by Directive (EU) 2023/2673).
3.4 Price changes. We give at least 90 days' notice of a price change before a Renewal Term, capped at the change in the Dutch consumer price index published by Statistics Netherlands (CBS) plus 3 percentage points unless agreed otherwise. If we propose more, you may reject the increase within 20 Business Days and your subscription ends at the end of the current Term without penalty. A consumer may always cancel before a price increase takes effect.
4 Ending a fixed term early
A business customer may terminate a fixed-term subscription before the Term ends, with a pro rata refund of prepaid fees, where:
- we change the Terms of Service and you reject the change within 20 Business Days of notice;
- we propose a fee increase above the permitted cap and you reject it within 20 Business Days;
- a change to Y materially reduces its functionality, security or performance for you, you tell us within 30 days and we do not remedy within a further 30 days (20 Business Days' notice to terminate);
- we give notice that we will add or replace a sub-processor and you object on reasonable data protection grounds that we cannot resolve;
- we give notice that Client Data will be stored or processed outside the European Union and you do not accept;
- availability falls below 99.5% in 3 consecutive months or in 4 months in any 12 (20 Business Days' notice);
- we fail to deliver access within the timelines in the Delivery Policy and do not remedy within 5 Business Days;
- we commit a material breach and do not remedy within 20 Business Days of your written notice;
- we give notice that we will withdraw a material feature or discontinue Y;
- force majeure prevents performance for more than 30 consecutive days.
Termination for our breach also entitles you to a refund of prepaid unexpired fees. Termination by us for your breach or non-payment does not.
5 Trials and pilots
Either party may end a trial or pilot on 5 Business Days' written notice. Trials do not convert automatically to a paid subscription. If no subscription is agreed, the trial Workspace and its data are deleted 30 days after the trial ends; export before then.
6 Auto top-up and Credits
6.1 Switch auto top-up off at any time in Billing; the change is immediate and no further automatic charges are made. Cancelling a plan also switches auto top-up off.
6.2 Purchased Credits never expire while your Workspace exists, so cancelling a plan does not remove them. Bonus Credits keep their 12-month expiry. Included Credits lapse when the plan ends.
6.3 Unused Purchased Credits bought in the preceding 12 months are refunded when you close your Workspace (Refund Policy section 4.5).
7 Closing your Workspace
A Workspace owner can permanently close a Workspace in Settings or by emailing [email protected] from the owner's address. Closing ends every plan and channel in the Workspace, removes access for all Named Users, triggers the refund of unused Purchased Credits, and starts the deletion timeline in section 8. We ask you to confirm because closure cannot be undone after the transition period.
8 Your data after cancellation
8.1 Export. You can export your knowledge, courses, lessons, conversations and results at any time in a commonly used, machine-readable format through the export functions. On request we deliver a complete export within 10 Business Days; the first request after cancellation is free.
8.2 Switching (Data Act). Under Articles 23 to 31 of Regulation (EU) 2023/2854 your cancellation notice is also your notice to switch to another service or to your own systems. The maximum notice period is 2 months, and you have a transition period of 30 days after the subscription ends (extendable once on request, and up to 90 days under a Subscription Agreement) during which your data remains available for retrieval. We charge no switching fees; from 12 January 2027 no egress charges of any kind apply.
8.3 Deletion. After the later of the end of the transition period and 30 days after cancellation, we delete your Client Data from live systems and from backups within a further 90 days, and confirm in writing on request. We keep only what EU or Dutch law requires: invoices and tax records for 7 years under Article 52 of the Dutch General Tax Act, the interaction log for its 12-month security retention, and data needed for a pending dispute.
8.4 No lien. We never withhold your data because of unpaid fees or a dispute.
8.5 Where we act as processor for a Workspace owner, deletion or return at the end of the service is carried out as Article 28(3)(g) GDPR and section 12 of the Terms of Service require.
9 Purchases through a reseller
If you bought Y through an authorised reseller, cancel with the reseller under its terms; the reseller tells us and we end the subscription on the date it specifies. Consumers keep their statutory rights whoever invoices them. If the reseller arrangement ends, we give you at least 20 Business Days' notice before we or another party take over invoicing, and your plan, price for the current Term and data are unaffected.
10 Suspension is not cancellation
If we suspend a Workspace (for non-payment after notice, a serious breach of the acceptable-use rules, a security risk, or a legal requirement), the subscription continues, your data stays intact and available for export, and we restore access within 2 Business Days after the cause is remedied. Suspension for your breach does not stop fees accruing. Bankruptcy or suspension of payments of the account holder may lead to termination under the Terms of Service.
11 Termination by us
We may terminate your subscription for a material breach that is not remedied within 20 Business Days of written notice (10 Business Days for a repeat), immediately for a serious or irremediable breach of the acceptable-use or AI rules, or where continuing would be unlawful. We do not terminate a paid fixed-term subscription for convenience. If we discontinue Y or your plan, we give at least 6 months' notice and refund prepaid unexpired fees. Section 8 applies to your data in every case
12 How to cancel
- In the app: Settings → Billing → Cancel plan (or Close Workspace). You receive an email confirmation at once.
- By email: write to [email protected] from the account owner's address, naming the Workspace and the plan. We confirm within 2 Business Days.
- Subscription Agreement customers: written notice to the address in the agreement and to [email protected].
Notices received after 17:00 CET/CEST or on a day that is not a Business Day are treated as received at 09:00 on the next Business Day. Cancellation is never subject to a fee, a phone call or a retention conversation.
13 Contact
Y-Institute trading as Y-Institute
Chamber of Commerce (KvK): | VAT:
Registered office:
Cancellations: [email protected]
Telephone: