What is the deregistration process if a customer wants to leave mid-contract?
12-month agreements are expected to be honoured with payout for the remaining term; the exception is where the business ceases operating entirely.
Customers who signed 12-month agreements are expected to honour them - the bundled value (Risk Assessment, AML Program, training, integration build) is amortised across the 12 months and a mid-term exit defeats that cost recovery.
Deregistration respects the contract term and required payout, with one important exception: where the business ceases operating entirely (sold or wound up), the agreement is voided without payout. See "What happens if the customer sells the business during the 12-month agreement?" in Section 8.
Case-by-case review is available for customers with genuine extenuating circumstances:
- Health deterioration - if a health-deterioration special condition was included in the agreement, that clause handles the situation. If not, raise it with customer success - discretion is available for genuine medical circumstances.
- Material change in business - e.g. the firm ceases providing designated services (changes scope of practice). Discretion is available where the underlying need for the platform has genuinely ended.
The deregistration flow itself is administrative - email customer success with the reason and the requested termination date; the team will confirm the position and process the termination. Records remain accessible during the 7-year retention period regardless of the reason for termination.