Canceling Your HQ Account
Over our twelve-year history, our retention rate for clinics is an astronomical 99.98%. That’s because unlike other software companies we prioritize creating good tools over profitability. HQ was created (and continues to be operated daily) by an animal activist whose primary goal is to make the world a better place for animals, not to turn a profit.
Occasionally some clinics find HQ is not the best fit for them. In those instances, we are in support of your clinic finding a better software solution for your operations. We like our clients to be happy with HQ, and if you are not, here are some options.
- Let us try and fix it. We love to make the software better and spend thousands of hours a year working on it. 100% of changes come from users. So, if you haven’t already, please schedule a meeting to tell us what your deal breaker issue is and see if we can fix it (at no cost to you). It’s easier to fix HQ and you keep using it, than to go through an enormous change to another software. Why not try?
- Schedule more training. Sometimes, it’s not about a missing feature, it’s that there has been turnover within your staff and nobody knows all the ins and outs of the software. That’s a pretty easy fix – let us retrain your staff. Take our step-by-step video courses HERE
Tried all this and still want to switch? Here is what you need to know. Please review this entire guide before taking any action.
How to Cancel
You can now cancel your own HQ account. To do so, you must have the user permission set under Settings > Users > Roles > Edit (Role) > Has the ability to cancel your clinic’s HQ subscription. We recommend very few users have permissions set to cancel your subscription. If you modify this permission, you need to log out and back in for it to take effect.
To cancel, go to Profile > Billing & Subscriptions > Clinic Subscriptions. Click on the Settings Dropdown gear icon and click Cancel Subscription.
Once you click on Cancel Subscription, you will receive a popup letting you know this action is IRREVERSIBLE. You will also have the option to cancel immediately or cancel at the end of the billing cycle:
Click Continue, and your subscription will be canceled based upon the option you chose above.
Exporting Your Data
Often other software companies will seek a “database export.” Since we have so few clients ever leave it has not been a priority for us to create a database export. In HQ Terms of Service agreement, which you can review HERE. in section 13 it says “Please note, no backup file of your data will be provided. However, data for clients, animals and services can be exported from Clinic HQ’s report section as needed.”
Unfortunately, we will not be able to do anything to assist you.
Data Deleted After Thirty Days
Once you cancel your account, we delete your data from our database after thirty days. It will not be possible to get it back.
Steps to Export Your Data
To export your data, you can follow these steps.
- Go to Reports > Custom Reports. Here you can choose to include any kind of information by clicking on all the displayed categories (e.g. Service Items, Subsidies, Animal details, Client details etc.) and export to an Excel spreadsheet by clicking the Run To Excel button.
The only caveat here is that you’d have to export the data year by year since the maximum range allowed is one year.
Here are other suggested data that may need to be exported.
What happens to microchip and credit card processing discounts?
As you may know, we’ve negotiated discounted 24PetWatch microchip prices for $4.95 when you buy 500 or more at a time and the credit card processing is also discounted. Once your relationship has ended with HQ, these perks are no longer available. 24PetWatch has the right to raise your microchip fee, as does MP Group, our partner processor.
We value your business. If you’re considering switching software companies, please do schedule a time to sit down and chat. It ultimately could be a big time and money saver for your group. If you’d simply like to cancel, please open a help ticket and let us know which day to turn your service off.
Canceling Considerations for Multi-Clinics
If your clinic is closing one profile, but maintaining another, there are a few things to consider.
- Data Access: If your organization is fully canceling one profile subscription, you will still need to export your data from that profile as suggested above. Once the subscription is canceled, you will not be able to view or click through any appointments or reports seen on that profile.
- Patient Records: Your clinic is still able to access the medical record for patients seen on the canceled profile. To do so, you must only access these through the Medical History popup, which you can open by searching for the patient, then clicking the blue or green Plus sign next to the animal’s name.
- Switching Accounts: Please note, you are not able to do any action that requires your user to switch profiles to the cancelled account. For example, you cannot view or edit previous appointments if they were scheduled on the deleted account. If you need to maintain the ability to look up appointment details from that account, you should switch to the Read Only subscription, as discussed in the next section.
Caution: If a user switches to a cancelled profile, they will become “stuck” in that profile. The only solution is to delete and recreate their user login.
Changing to a “Read Only” Account
Using HQ just for look up purposes only
We provide a look up only option where you can still access HQ but cannot make any appointments. Currently that fee is $49 per month.
If you are interested in this option, please open a Help ticket. Go to Help & Support > Open New Help Ticket: let us know when and why your clinic needs to make the switch. Any unused portion of your paid subscription will be converted to a client credit and applied to the new monthly subscription fee of $49. A separate invoice will be charged to the clinic for any texts sent via Medical Record Requests.
Your users will only have access to clients and reports for data access.
