Cancellation can be requested in Trine and is confirmed by our support team. You can export many records yourself in Trine; a complete export of your data is produced by us on request.
1.1 To cancel, a provider administrator can request the cancellation in Trine (Provider Settings → Billing → Plan changes → Request a cancellation) or 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. Our support team confirms each request.
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.
1.5 A care home under a Fixed-term Commitment Addendum cannot be cancelled to end before its commitment ends, except where the addendum allows an earlier end.
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.
2.3 For a care home under a Fixed-term Commitment Addendum, the addendum sets out when the commitment can end early. Where it ends early on a ground for which the addendum or clause 2.2 provides a refund, we refund prepaid fees for the unused period.
3.1 You can export many records yourself from the relevant page in Trine, for example reports, routine checks and the training matrix, as PDF, CSV or Excel files. A complete export of your data is 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 Billing data is not included in the in-app exports. We will supply it 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 Deleting your data removes it from the active platform. Copies remain in our backups until those backups expire, as set out in the Data Retention Policy (section 6) and clause 10.4 of the Data Processing Agreement:
Deleted database data can therefore remain in backups for up to about 35 days after deletion, and deleted files for up to about 30 days. Expired backups are removed by our cloud provider's routine clean-up, which does not run at a guaranteed time. We keep no backup copy outside these schedules, and we do not restore your deleted data except to recover from a disaster.
5.4 We retain billing records, and the minimum account information needed to evidence the contract and its termination, for 7 years. Security and access log entries we hold as controller are retained for 12 months. Your organisation's audit log is deleted with your other data under clause 5.2, unless a legal hold applies. 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.