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Frequently asked questions
Cancel Close: The Right Way to Protect Your CRM
How to cancel Close and protect your CRM investment in south africa
What Close is and why you might want to cancel
Close is a cloud-based customer relationship management (CRM) and sales communication platform built for sales teams who need integrated calling, SMS, email sequences, and lead tracking in one place. You can access Close via web browser or mobile apps through the App Store or Google Play.
If you've decided Close doesn't fit your sales workflow, costs too much, or you've found a better CRM alternative, you're not alone. Cancelling a software-as-a-service (SaaS) subscription can feel complicated, but Yafee has helped thousands of South African businesses understand their rights and navigate the cancellation process smoothly.
Why south african users cancel Close
You might cancel Close because the subscription no longer matches your team size, you've switched to a competitor platform, or the pricing in ZAR has become unaffordable. Some teams discover integration gaps with their existing tools. Others simply find the interface doesn't suit their sales process. Whatever your reason, you have the right to cancel, and Yafee is here to guide you through every step.
Before you cancel: what you should know
Close keeps your account active until the end of your current billing cycle when you cancel. This gives you a grace period to change your mind. If you cancel on day one of a monthly plan, you'll still have access until month-end. However, Close's standard policy states that fees are generally non-refundable, with one important exception: if Close terminates your account without cause, they will refund the prorated portion of unused prepaid fees.
Your consumer rights in south africa
South African consumer law gives you stronger protections than Close's own terms might suggest, and understanding them is essential before you proceed.
The consumer protection act and your cooling-off period
The Consumer Protection Act (CPA) of 2008 protects you as a consumer in South Africa. Under Section 16 of the CPA, you have the right to cancel a distance transaction (including online subscriptions) within 14 calendar days of purchase, provided Close acted as a supplier and you are a consumer acting in a personal capacity. If you're cancelling a business account, these protections may not apply in the same way, but you should still attempt to invoke them.
This cooling-off period is a statutory right. It means that if you purchased Close within the last 14 days and the service has not yet been fully delivered or used, you may qualify for a full refund under the CPA, regardless of what Close's standard terms claim. You do not need Close's permission to exercise this right. Contact Close support immediately and reference your consumer rights under the CPA Section 16.
Your legal position
If you fall within the 14-day cooling-off window and you are a natural person (not a business trading entity), the law is on your side. Close cannot enforce a non-refundable fee clause against you. Yafee recommends sending your cancellation request in writing (email is sufficient) and keeping a copy. In your message, state clearly: "I am cancelling this distance contract in accordance with Section 16 of the Consumer Protection Act of 2008, and I am entitled to a full refund within 14 days of purchase."
How to escalate if Close refuses
If Close refuses to refund your money or does not respond to your cancellation request within a reasonable timeframe (typically 14 business days), the National Consumer Commission (NCC) is your escalation point. You can lodge a complaint at www.ncc.org.za or contact them at 0860 000 408. The NCC investigates unfair business practices and can compel refunds or compliance with the CPA. Yafee advises keeping all email correspondence with Close as evidence for your complaint.
Cancellation methods: which platform did you use?
How you cancel Close depends entirely on how you purchased your subscription; the steps and refund policies differ significantly between direct web purchases and in-app purchases through Apple or Google.
Cancel a direct web subscription
If you signed up at close.com and pay directly through Close via credit card or bank transfer, you cancel via your account settings. This is the most straightforward method, and you retain the most control over your account termination. This approach also ensures you can easily undo the cancellation if you change your mind during your billing cycle.
- Log in to your Close account at close.com.
- Navigate to Account Settings or Billing (usually found in your profile menu or left sidebar).
- Look for "Subscription" or "Plan" settings.
- Click "Cancel subscription" or "Downgrade plan".
- Close will prompt you to confirm your reason for cancellation (optional).
- Confirm the cancellation. You will receive an email confirmation.
- Your account remains active until the end of your current billing cycle.
Cancel an in-app purchase via apple app store
If you subscribed through Apple's App Store on an iPhone or iPad, Close does not handle your cancellation directly. Apple manages in-app subscriptions, and you must cancel through Apple's systems.
- Open the Settings app on your iOS device.
- Tap your name at the top of the screen.
- Tap Subscriptions.
- Find and tap Close.
- Tap Cancel Subscription.
- Follow the prompts to confirm. Your access ends at the next renewal date.
- Alternatively, visit appleid.apple.com on a computer, sign in, go to Subscriptions, find Close, and click Manage.
Apple's App Store terms state that in-app subscription cancellations do not trigger a refund for the current billing period. However, if you cancel within 14 days of your initial purchase and you meet the CPA's definition of a consumer, you may still claim a refund from Apple under consumer protection law. Contact Apple Support and reference your statutory cooling-off rights.
Cancel an in-app purchase via google play
If you subscribed through Google Play on an Android device, Google manages your subscription and billing. You cancel directly with Google, not with Close.
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top right corner.
- Tap Manage subscriptions or Payments and subscriptions.
- Select Close.
- Tap Cancel subscription.
- Follow the prompts to confirm. Your access ends at the next renewal date.
- Alternatively, visit play.google.com on a computer, sign in, go to Subscriptions, find Close, and click Manage > Cancel subscription.
Like Apple, Google Play does not refund the current billing period upon cancellation. If you cancel within 14 days of purchase and you are a natural person purchasing for personal use, you may claim a refund from Google under the CPA. Contact Google Play Support and cite Section 16 of the Consumer Protection Act of 2008.
Close's refund policy and your statutory rights
Close's standard terms state that all fees are non-refundable once charged. Nevertheless, South African consumer law overrides this clause in specific circumstances.
| Scenario | Refund entitlement | Your action |
|---|---|---|
| Cancelled within 14 days of purchase (first-time buyer, natural person) | Full refund (statutory right) | Contact Close or your payment processor. Reference CPA Section 16. |
| Cancelled after 14 days (direct web subscription) | No refund (pro-rata access until month-end) | Confirm cancellation date with Close support. |
| Cancelled after 14 days (App Store or Google Play) | No refund (pro-rata access until renewal) | Confirm via your app platform's subscription settings. |
| Close terminates your account without cause | Prorated refund of unused fees | Request this refund from Close in writing immediately. |
| Billing error or duplicate charge | Full correction plus interest (statutory) | Contact Close. Escalate to NCC if Close refuses. |
How to request a refund from Close
Contact Close support via their help centre or email [email protected]. Be specific: provide your account email, the date of purchase, the amount charged, and your reason for requesting a refund. If you fall within the 14-day cooling-off period, state this explicitly. Yafee recommends sending your request in writing and retaining a copy. Close typically responds within 5-10 business days.
If Close denies your refund claim and you believe you have a statutory right (especially within the 14-day window), lodge a complaint with the National Consumer Commission. Include your email exchange with Close and a clear statement of which consumer law you believe Close has violated.
Common mistakes when cancelling Close
Cancelling your subscription doesn't have to be stressful or costly. Avoid these pitfalls to protect your money and your account data.
Mistake 1: assuming non-refundable means legally non-refundable
Close's terms state fees are non-refundable. This clause is not absolute. Under South African law, if you cancel within 14 days of your initial purchase and you are a consumer, you have a statutory right to a refund. Close cannot override consumer protection law with its own terms. Do not accept a refund denial without questioning it under the CPA.
Mistake 2: cancelling via app without confirming with direct account
If you signed up on close.com but later subscribed via an app, you may have two active subscriptions. Cancelling one does not cancel the other. Log into close.com directly and confirm whether a subscription exists there. Yafee recommends checking your credit card or bank statement to confirm which billing method is active.
Mistake 3: not downloading your data before cancellation
Close grants you a brief window to export your customer records, call logs, and email history after cancellation. Once your account is fully closed, recovery is difficult and often impossible. Before you cancel, download your data or export it to your email or a backup service. Close's help centre explains the export process.
Mistake 4: cancelling mid-cycle and losing paid access
If you cancel on day 15 of a 30-day billing cycle, you will lose access immediately (depending on Close's exact policy). Check Close's cancellation terms: some providers give you access through month-end, others do not. Cancel on the last day of your billing cycle if you want to avoid wasting prepaid time.
Mistake 5: not keeping proof of cancellation
Close will send you a cancellation confirmation email. Save this email in a folder. If Close re-bills you or disputes your cancellation, this email is your evidence. The National Consumer Commission will ask for it if you lodge a complaint.
What happens after you cancel
Once you submit your cancellation request, your account moves into a wind-down phase. Understanding this timeline ensures you don't lose access prematurely or face unexpected charges.
Your account access after cancellation
If you cancel a direct web subscription, you retain full access to Close until the end of your current billing cycle. You can use all features, call, send SMS, and access your reports. On the renewal date, your account will deactivate automatically. You will receive a reminder email 7 days before deactivation.
If you cancel an App Store or Google Play subscription, the same grace period applies. Your subscription remains active until the next renewal date listed in your app's subscription settings.
Data retrieval and export
Before your account closes, export all customer records, call recordings, email templates, and lead data. Close allows you to download this data via their export function in Account Settings. Yafee recommends completing this step within 10 days of cancellation. After your account fully closes, Close will retain your data for a limited period (typically 30-90 days) before permanent deletion. Contact Close support if you need to recover data after closure.
Re-activation and grace period
If you change your mind within your billing cycle (before the renewal date), you can log back into your account and reactivate your subscription via your billing settings. There is no additional charge to reactivate, and your team's access is restored immediately. After the renewal date, reactivation is treated as a new subscription and may qualify for a first-time signup discount.
Pricing overview and whether Close justifies the cost
Understanding Close's pricing structure helps you decide whether cancellation is the right move or whether a downgrade might suit your needs better.
| Plan tier | Monthly cost (ZAR est.) | Best for | Key features |
|---|---|---|---|
| Starter | R 1,400 - 1,600 | Solo founders and small teams (1-3 users) | Basic calling, SMS, email, up to 500 leads |
| Professional | R 2,400 - 3,000 | Growing teams (3-10 users) | Advanced automation, integrations, reports |
| Enterprise | Custom (R 5,000+) | Large teams and agencies (10+ users) | Dedicated support, custom workflows, API access |
| Pay-as-you-go | R 0.50 - 2.00 per call/SMS | Teams with unpredictable usage | No minimum commitment, billed monthly |
Should you cancel or downgrade?
Before you cancel entirely, consider whether a downgrade might better suit your current needs. If you've outgrown Close's features, cancellation is justified. If Close is simply too expensive for your current team size, downgrading to Starter or pay-as-you-go may be more cost-effective than switching platforms. Yafee recommends contacting Close sales to discuss available discounts; many providers offer loyalty pricing if you commit to a longer term.
Comparing Close to alternative CRM platforms
If you're cancelling Close because you've found a better alternative, this comparison may help you confirm your choice and avoid repeating the same issues.
| Platform | Key strength | Typical cost (ZAR) | Best for |
|---|---|---|---|
| Salesforce | Enterprise-grade reporting and customisation | R 3,500 - 15,000+ per user/month | Large corporations and complex workflows |
| HubSpot CRM | Free tier with good email and lead management | R 0 - 5,000 per month | SMEs prioritising affordability |
| Pipedrive | Visual pipeline and intuitive interface | R 1,800 - 4,500 per month | Sales-focused teams (similar to Close) |
| Zoho CRM | Integrated with Zoho suite; affordable | R 800 - 2,500 per month | Teams already using Zoho tools |
Cancellation address and final contact information
If you need to send a formal written cancellation or make a complaint, use the following address. Close's primary mailing address for cancellation and privacy-related requests is listed below:
Close Inc.
PO Box 7775 #69574
San Francisco, CA 94120-7775
United States
For email cancellation requests, contact [email protected] or use the support portal within your Close account dashboard. For disputes or refund claims that Close will not resolve, escalate to the National Consumer Commission (NCC) at www.ncc.org.za or telephone 0860 000 408.
Key contacts for south african consumers
If Close refuses your cancellation or refund request:
- National Consumer Commission (NCC): www.ncc.org.za | 0860 000 408
- Your bank or credit card provider: For billing disputes or unauthorised charges
- Consumer Goods and Services Ombudsman (CGSO): www.cgso.org.za | For independent mediation
Final checklist before you cancel
Use this checklist to ensure a smooth cancellation and avoid surprises.
- Check your current billing cycle end date (noted in your account or last invoice).
- Decide whether you want to cancel immediately or at the end of your cycle.
- Download all customer data, call recordings, and email templates from Close.
- Confirm which subscription method you used (direct web, App Store, or Google Play).
- Determine whether you fall within the 14-day cooling-off period for a full refund.
- Send your cancellation request in writing (email is acceptable) and keep a copy.
- Note the date you submitted your cancellation request.
- Confirm the cancellation via the confirmation email Close sends you.
- Monitor your bank or credit card account to ensure no charges occur after your grace period ends.
- If Close re-bills you or refuses a justified refund, lodge a complaint with the NCC.
Conclusion: protect yourself and cancel with confidence
Cancelling Close is straightforward if you know your rights under South African consumer law and follow the correct procedural steps for your subscription method. The Consumer Protection Act of 2008 gives you a 14-day cooling-off period and statutory protections that override Close's non-refundable terms in many circumstances. Whether you cancel directly via close.com, the App Store, or Google Play, you now understand the exact steps and your legal position.
Yafee has helped thousands of consumers cancel SaaS subscriptions, navigate refund disputes, and escalate complaints to the National Consumer Commission when suppliers refuse to comply with the law. Do not hesitate to assert your rights. If Close denies a refund you believe you are entitled to, the NCC is ready to investigate.
Before you cancel, export your data, confirm your cancellation method, and check whether you qualify for a statutory refund. After cancellation, monitor your account for unauthorized charges and retain all confirmation emails. Yafee is committed to ensuring South African consumers understand their legal position and cancel subscriptions on their own terms, not on the company's.