Cancellation Branch: Easy Method

What is Branch

Branch is a fintech platform that offers payroll and early-payout services and other business-facing tools. It is provided by Branch and operates through its web app and mobile interfaces, interfacing with bank partners rather than operating as a traditional bank.

The guidance below is tailored for users in Canada and summarizes cancellation, refund, data and escalation steps based on Branch's publicly posted terms and support documentation.

How to cancel Branch

Cancellation is handled centrally rather than through app store platforms. Branch's Terms of Service identify the company app or email as the valid cancellation channels; phone requests are not considered valid. Follow the steps below to cancel.

• Log in at app.branchci.com (or use the Branch web app) and locate account or subscription settings; follow the in‑app cancellation flow if shown. If you cannot cancel in-app, send a clear cancellation request by email to Branch's support contact (use the email address provided in your account or on Branch's support pages) and keep a copy of the sent message and delivery confirmation.
• Include your account identifier (email, account ID), the date you want cancellation to take effect (note: Branch ends service immediately upon cancellation), and any supporting screenshots or billing records.
• Retain copies of confirmations returned by Branch; if you do not receive written confirmation, follow up in-app or by email until you have a receipt or confirmation message.

What happens when you cancel

Per Branch's Terms of Service, if you cancel before the end of the current paid month, service ends immediately and no further charges will be billed for future periods. Cancellations are non-refundable, and Branch states that customer content may be deleted after cancellation.

If you later request account deletion, Branch requires there be no outstanding advances, negative balances, pending transactions, expected refunds, or open disputes before it will deactivate or remove an account. Always export or save any data you need before cancelling or requesting deletion.

Will I get a refund?

Branch's Terms of Service explicitly state that cancellations are non-refundable. The publicly available terms do not mention a statutory 14‑day cooling-off or right of withdrawal. That means, under Branch's posted policy, you should not expect a refund after cancelling.

If you believe you have a reason for a refund (billing error, duplicate charge, or another exceptional dispute), document the issue, contact Branch support in writing, and escalate following their dispute procedures; such outcomes would be exceptional and not the default policy.

Branch plans and pricing

Your consumer rights in Canada

Consumer protection and “cooling-off” rights can vary by province in Canada. Branch's published Terms of Service state a no‑refund policy on cancellation and do not reference a 14‑day statutory withdrawal period, so you cannot rely on Branch's terms alone to guarantee a refund.

Because Branch operates as a fintech using bank partners rather than a chartered bank, Canadian deposit insurance or provincial financial protections may not apply in the same way as they do to banks. If you have concerns about deposit protection or regulatory coverage, check provincial consumer protection resources and ask Branch for details about how funds are held and what protections exist for Canadian accounts.

Customer experiences

Public reviews are mixed. Some reviewers praise Branch for ease of use, fast setup and useful features. Other reviews report difficulties: slow or absent customer support replies, app stability problems, holds on funds, delayed or unauthorized payments, and slow resolution of disputes. Trustpilot reviews for the Branch app in Canada show a low average score with recurring complaints about support and funds access, while Capterra listings include both positive feature feedback and concerns about support and fraud exposure.

Documentation checklist

• Account email and account ID; screenshots of your account page and subscription details.
• Billing statements and receipts showing charges and dates (export bank or card records if required).
• Copies of all written communications with Branch (emails, in‑app chat transcripts) and any confirmation messages.
• Evidence of any disputed transactions or holds (screenshots, dates, amounts), and proof that outstanding advances, negative balances, pending transactions, expected refunds or open disputes are cleared if requesting account deletion.
• If you plan to escalate to arbitration or certified mail, prepare a printed record and certified mailing details (see Address section below).

Common mistakes

Common problems include assuming phone calls cancel your account (Branch's terms note phone requests are not valid), failing to get written confirmation of cancellation, and expecting pro‑rata refunds despite Branch's no‑refund policy. Another frequent error is attempting to delete an account while there are outstanding advances, disputes, or negative balances - Branch will not process deletion until those are cleared.

Comparative recap

After cancelling

After you cancel, keep all confirmation messages and billing records. Export any data you need before requesting deletion. If you later ask Branch to delete your account, ensure you have no outstanding advances, negative balances, pending transactions, expected refunds, or open disputes - Branch requires these cleared before deactivation.

For reference and support pages, see Branch's Terms of Service and account deletion guidance: Branch Terms of Service and How do I delete my Branch Account?. If you have a dispute about charges or service, document everything in writing and follow Branch's support and dispute process; retain records for escalation.

Address

If you need to escalate formally (for example, arbitration notices), send correspondence by certified mail (for example, raccomandata A/R or another trackable certified method) addressed to:

Branch, ATTN: BRANCH ARBITRATION, 2261 Market Street STE 5936, San Francisco, CA 94114