Production's process is clear, so it's kept almost word for word. /cancel already does the useful thing: it separates ending an escrow from closing the account, and numbers the steps for each. This rebuild keeps that structure and the terms, removes the phrases that don't fit the brief ("it ends in compliance", "standard for legal services", the Microsoft 365 comparison and an em-dash), and moves the terms that need sign-off into flags.

Hero buttons: visitors here are customers who want to act, so the buttons are Log in (where change requests start) and Email support. Book a demo isn't in the hero on purpose; it stays in the navigation and the final CTA.
Terms to confirm (legal, see the billing items in to-confirm.md): the three-month notice, the beneficiary's sign-off, the 30-day renewal notice and "unused time isn't refunded" are production terms. They were written for escrow. Confirm whether they apply to Resilience Arrangements, Continuity and Backup, and adjust the note under the steps.
Email: production uses service@codekeeper.co here. The kit's FAQ uses support@codekeeper.co for the same request. Use one address everywhere.

How cancellation works

Ending an escrow and closing your account are two different paths.

Here's the path for each, step by step. If you're not sure which one you need, support will walk you through it.

Every request validated before it proceeds
Every party protected until the escrow ends
A named person if a request gets stuck

Start with the choice, as production does. "Which situation are you in?" with two cards is the clearest part of the production page. Each card summarises its path in one line and jumps to the steps. The three-month notice is flagged wherever it appears, until legal confirms it.

Two paths

Which situation are you in?

Pick the one that matches, then follow the numbered steps.

You have a live escrow

You, the beneficiary and Codekeeper

Written notice, the beneficiary signs off, we check the request, then a three-month notice runs.

Ending an escrow

You want to close the account

Your Codekeeper subscription

A change request that we validate. Closing one escrow doesn't switch the account off.

Closing the account

The four steps for a live escrow, with the reason for each. Production's steps and reasons, reworded. Step 4's production reason ("Legal issues don't show up on a product-sprint clock… it ends in compliance") is rewritten without "compliance". The line under the steps is production's: the notice starts when the parties confirm, and the escrow agreement wins if it says something different. Legal must confirm the three-month notice and the beneficiary sign-off, and whether the same steps apply to a Resilience Arrangement or Continuity; the callout says "your arrangement" until then.

Ending an escrow

One side can't pull protection out from under the other.

A live escrow is you, the beneficiary and Codekeeper. Ending it takes four steps.

Tell us in writing

Start a change request in the app, or email service@codekeeper.co. Written notice is how it starts.

The beneficiary signs off

Escrow exists to protect them. Ending it without their approval would defeat the purpose.

We check the request

Codekeeper validates every termination before it proceeds.

A notice period runs

A three-month notice gives any problems time to surface, and keeps every party protected until the escrow ends.

The notice starts when the parties confirm. If your escrow agreement says something different, the agreement applies.

Have Resilience, Continuity or Backup? Your arrangement sets its own notice terms. Email support and we'll confirm the steps for your plan.

The account path, with the order made explicit. Production explains that one account can hold several escrows, so ending one doesn't close the account, and that a live escrow must end first. That order is the most common source of confusion, so it opens the section. Production's Microsoft 365 comparison is replaced (no third-party brands) and "we do not assume you are done" is kept in spirit. Legal must confirm the 30-day renewal notice and "unused time isn't refunded" (both production terms, flagged), and whether they apply to every protection in the new line-up.

Closing the account

Your account can hold more than one escrow.

Ending an escrow leaves the account in place, so we don't assume you're done. If you want the subscription to stop as well, cancel it separately.

If a live escrow is open, end that first. After the parties confirm, the three-month notice runs, and then the subscription can close.

Start a change request

We check the request

Every cancellation is validated before it proceeds.

Billing runs to the period end

You're billed through the current period. Unused time isn't refunded.

Subscriptions renew for the same period unless you tell us, at least 30 days before it ends, that you don't want them to.

Production's "How to start", as three routes. Log in and submit a change request, or email support with the account name and "termination" in the subject (the mailto link fills in the subject, as production's does). "If a complete request is stuck, ask for a named person" is production's line and a useful reassurance, so it's kept. Production's last button, "Book a demo" for questions about the path, is replaced by the support page: someone ending an escrow needs support, not sales.

How to start

Three ways to start.

If a complete request is stuck, ask for a named person and we'll give you one.

Log in

Submit a change request from your account. It's the quickest route, and it keeps everything in one place.

Email support

Write to us with the account name and "termination" in the subject line.

service@codekeeper.co

Talk it through

Questions about the path? Support can walk through it with you.

Go to support

The objections people raise at this point, answered once. These match the billing answers in the FAQ (production Q52 to Q58), so the two pages say the same thing. The last answer is a gentle alternative to cancelling: an application may need a different protection rather than none. It points to the account manager, with no offer attached.

Questions

Before you cancel.

Why does the beneficiary have to approve?

Escrow is there to protect the beneficiary, so ending it without their approval would defeat the purpose. A live escrow is a legal relationship between you, the beneficiary and Codekeeper.

What's the notice period for?

It lets any problems surface, keeps the deposit valid and keeps every party protected until termination takes effect. It starts when the parties confirm.

Is ending an escrow the same as cancelling our account?

No. One account can hold more than one escrow, so ending an escrow leaves the account in place. Cancel the account separately once the escrow has ended.

Do you refund unused time?

No. Billing runs to the end of the current period.

Our escrow agreement says something different. Which applies?

Your escrow agreement.

We need something different, not nothing. Who do we talk to?

Your account manager. If an application needs a different protection or level, for example Resilience instead of Escrow, we can walk you through the options. See the product overview.

The same close on every page. On a cancellation page the close stays low-key: it offers a conversation about a better fit, with the standard two buttons. Every page ends on the same two actions in the same order: Book a demo, then the sample evidence pack.

Need something different? Let's look at it together.

If an application needs a different protection rather than none, we'll walk you through the line-up.

Book a demo Get the sample evidence pack