Contract Information and First Steps
Before beginning the offboarding process, it's important to understand the contract terms and who to contact:
Who to Contact
Contact your account manager or our Customer Experience team at support@firmhouse.com to initiate the process.
All communication about terminating your contract should be in writing.
Contract Terms
Contracts automatically renew for the same period as originally agreed upon (e.g., annual contracts renew for another year).
A notice period of one month is required before the contract end date.
Early termination requests will set the termination date to the regular contract end date.
Written notice must be sent to either your account manager or our support team.
Important Considerations Before Starting
Timeline Planning
Set a clear end date for your service
Create a timeline for all necessary actions
Plan communication schedule with customers
Customer Management
Review active subscribers
Decide whether to cancel or transfer subscriptions
Handle subscription cancellations and refunds through your payment provider
Ensure compliance with contractual notice periods
Product Management (if applicable - e.g., rentals, try&buy propositions)
Determine product handling policy:
Return process
Buyout options
Keep product arrangements
Refund procedures
Data and Documentation
Subscriber information
Order history
Payment records
Invoice documentation
Determine invoice accessibility for customers
Plan for long-term record keeping
Payment Provider Considerations
Plan closure of PSP account (Adyen, Mollie, or Stripe)
Prepare for potential chargebacks:
SEPA direct debits can be charged back up to 13 months after payment
Maintain access to PSP account for chargeback handling
Document chargeback handling procedures
Technical Requirements
Review domain configurations:
Update DNS settings
Remove Firmhouse Checkout links
Update website menus and email links
Handle custom domain email settings
Review automated email systems
Contact Information Updates
Designate contacts for:
Financial inquiries
Technical support
Chargeback handling
Update customer service channels
Final Steps
Customer Communication
Notify all customers of:
Service end date
Required actions
Timeline of changes
Support contact information
Alternative service options (if applicable)
Project Closure
Contact Firmhouse support for:
Project archival
Final data exports
Account closure confirmation
What happens after project closure?
In the month after your contract ends, Firmhouse will send the last invoice. In that month after the contract ends, you can still access the Firmhouse project for archiving and exporting data if needed. After this month, access to the project will be revoked and the project with all its data will be scheduled for archival.
Need Help?
Contact our support team at support@firmhouse.com for assistance with:
Contract questions
Project archival
Data exports
Special considerations
Timeline planning
Note: Keep records of all communications and actions taken during the offboarding process for future reference.