Cancellation service N°1 in Canada
Contract number:
To the attention of:
Cancellation Department – Goto
410 Charest Est., Suite 250
G1K 8G3 Quebec City
Subject: Contract Cancellation – Certified Email Notification
Dear Sir or Madam,
I hereby notify you of my decision to terminate contract number relating to the Goto service. This notification constitutes a firm, clear and unequivocal intention to cancel the contract, effective at the earliest possible date or in accordance with the applicable contractual notice period.
I kindly request that you take all necessary measures to:
– cease all billing from the effective date of cancellation;
– confirm in writing the proper receipt of this request;
– and, where applicable, send me the final statement or balance confirmation.
This cancellation is sent to you by certified email. The sending, timestamping and integrity of the content are established, making it equivalent proof meeting the requirements of electronic evidence. You therefore have all the necessary elements to process this cancellation properly, in accordance with the applicable principles regarding written notification and contractual freedom.
In accordance with the Consumer Rights Act 2015 and data protection regulations, I also request that you:
– delete all my personal data not necessary for your legal or accounting obligations;
– close any associated personal account;
– and confirm to me the effective deletion of data in accordance with applicable rights regarding privacy protection.
I retain a complete copy of this notification as well as proof of sending.
Yours sincerely,
18/01/2026
Cancellation Goto: Easy Method
What is Goto
GoTo is a suite of remote-work and communications products (including GoToConnect, GoToMeeting, GoToWebinar, GoToAssist and others) used for meetings, training, remote support and business phone services. Businesses subscribe to these cloud services on monthly or set-term contracts to provide calling, conferencing and collaboration features to employees and customers.
This guide explains how cancellations and refunds typically work in Canada, steps to cancel by channel, what to expect after cancellation, and practical tips for documenting and resolving disputes.
How to cancel Goto
- GoTo Admin / Web: If your product supports self-service cancellation, sign in to GoTo Admin → Subscriptions → Manage subscription → Cancel. You must have billing or super-admin permissions and clear outstanding invoices; cancellation disables auto-renewal but keeps service until the period or contract end.
- Purchased via phone or salesperson: Contact GoTo support or your sales contact to request cancellation; follow up in writing and retain confirmation.
- GoTo Connect telephone numbers (Canada): The account super-admin must email numbers@goto.com or contact GoTo support at least 30 days before the next billing cycle to cancel numbers; no pro-rata refunds are offered and service remains active until cycle end.
- App Store (iOS) subscriptions: Cancel through your Apple device (Settings → your name → Subscriptions → select the GoTo subscription → Cancel Subscription). Apple manages store billing and refund requests.
- Google Play (Android) subscriptions: Cancel through the Google Play app (Account → Payments & subscriptions → Subscriptions → select and cancel). If in-app cancellation fails, use Google Play support to manage the subscription.
What happens when you cancel
Cancellation typically turns off auto-renewal but does not immediately terminate service: your GoTo subscription remains active until the end of the current billing period or the end of a fixed contract term. For set-term contracts, you are usually still responsible for charges covering the remainder of the agreed term if you do not provide the required notice (commonly a 30‑day notice before renewal).
Accounts often require that all outstanding invoices be paid before a cancellation can be processed. After cancellation, GoTo generally maintains access and data until the contract or billing period ends; export any needed data (reports, recordings, contacts) before that date to ensure you retain a copy.
Will I get a refund?
GoTo’s published policy is that refunds are not provided for early cancellations across products (Meeting, Webinar, Assist, Connect, Remote Support, etc.). That no-refund stance typically means no prorated credit or refund if you cancel mid-term, and telephone-number services in Canada explicitly note no prorata refund.
Exceptions are rare and usually depend on the payment channel: refunds for subscriptions purchased through Apple or Google Play must be requested from those app stores and are subject to their policies. If you believe a charge is wrongful (e.g., on‑going charges after a confirmed cancellation), you can pursue a dispute with your credit card issuer or escalate to relevant consumer protection authorities, but contractual no-refund clauses are often enforceable for B2B SaaS.
Goto plans and pricing
| Plan | Price (CAD / user / month) | Period | Features |
|---|---|---|---|
| GoToConnect - Basic | C$31.20 | Monthly | Simplified business phone system with basic meeting features (call forwarding, unlimited extensions, team messaging, Find Me/Follow Me, 40-minute meetings, 4 meeting participants) |
| GoToConnect - Standard | C$37.70 | Monthly | Fully-featured phone, chat, and video conferencing (all Basic features plus unlimited ring groups, hot desking, call recording, real-time analytics, unlimited meeting minutes, up to 150 participants) |
| GoToConnect - Premium | C$50.70 | Monthly | All Standard features, plus support center, 250 meeting participants, call analytics, supervisor real-time view, summaries, agent effectiveness reporting |
Your consumer rights in Canada
Canadian consumer protection laws require fair practices and clear cancellation information, but many statutory consumer rights (such as mandatory short-term cancellation/refund periods) may not apply to business‑to‑business SaaS contracts. GoTo’s explicit no-refund policy and contract terms (including minimum notice periods) are often enforceable for business customers who agreed to those terms.
If you encounter deceptive practices (for example, auto-renewals without notice, hidden cancellation controls, or refusal to acknowledge written cancellation), you can seek remedies: dispute the charge with your card issuer, file a complaint with the Competition Bureau or your provincial consumer protection agency, or escalate via any available industry ombudsman. Retain documentation of all cancellation attempts and communications to support a complaint or chargeback.
Customer experiences
User reviews are mixed. Product reviews on platforms such as Capterra show strong scores for GoTo Training and GoTo Connect, with users praising integration, ease of use and features for remote work and training. Conversely, many complaints on Trustpilot and other review sites focus on billing and cancellation problems - examples include difficulty finding or using a cancel button, forced reliance on phone support, unexpected renewals, long hold times, and unhelpful support when attempting to stop charges.
These contrasting experiences mean that while the product functionality is often rated positively, some customers encounter friction and frustration during billing changes or cancellations - so thorough documentation and following the recommended cancellation channels is important.
Documentation checklist
- Account ID / Organization name and administrator email
- Subscription invoice numbers and billing statements
- Contract or order confirmation showing term and renewal date
- Screenshots or timestamps of cancellation attempts (Admin portal, in-app, emails, chat transcripts)
- Copies of written cancellation requests and any support confirmations
- Credit card or bank statements showing disputed charges
Common mistakes
Common errors include attempting to cancel through the wrong channel (for example, using the app when the purchase was handled by a salesperson or enterprise contract), not having billing or super-admin rights to perform the cancellation in GoTo Admin, and missing required notice periods for set-term contracts which can leave you liable for additional charges.
Other mistakes are assuming automatic pro‑rata refunds will be issued, removing payment methods before confirming cancellation (which can complicate dispute resolution), and failing to export needed data before access ends. Always confirm cancellation in writing and retain any confirmation or ticket numbers.
Comparative recap
| Method | Refund | Difficulty |
|---|---|---|
| GoTo Admin / Web | No (no refunds; service active until period/term end) | Medium - requires billing/super-admin permissions and clearing invoices |
| Canada - GoTo Connect phone number | No pro-rata refund | High - must email numbers@goto.com or contact support ≥30 days before next billing cycle |
| App Store (iOS) | Store-managed (request via Apple); GoTo policy is no refunds | Low - cancel via device subscriptions; refunds handled by Apple |
| Google Play (Android) | Store-managed (request via Google Play); GoTo policy is no refunds | Low - Medium - cancel via Google Play; some users report in-app cancellation issues |
After cancelling
After you cancel, save and export any important recordings, reports, contacts and settings before expiry. Monitor billing statements over the next one or two billing cycles to ensure charges stop; if you see unexpected charges, reopen the support case, present your documentation, and consider a formal dispute with your payment provider if necessary.
For help and official resources, use GoTo’s support site and relevant store pages: GoTo Support, Manage subscriptions on iPhone or iPad (Apple), and Cancel subscriptions (Google Play). For GoTo Connect number cancellations in Canada, email numbers@goto.com from a super-admin account to initiate the process.
Address
Send written cancellation notices (recommended by registered mail with return receipt) to:
GoTo Technologies Canada Ltd.
Attn: GoTo Legal
410 Charest Est., Suite 250
Quebec City, QC G1K 8G3
Canada