Business ProfileforEgnyte Inc.

Loyal customer for 7 years, before they had contracts or changed to a new pricing model. As a result of COVID we downsized our account, however, this did not reflect in our billing. All it did was make these paid accounts available for us to a use.

When inquiring about this, they sent me their Terms of Service which did not state that one must notify a sales rep if we are downgrading the number of users. When inquiring about that stipulation, the Director of Customer Development responded:

"https://www.egnyte.com/terms-and-conditions/XX-XXXX

Section 11 should have what you are looking for. 30 day written notice ahead of renewal date for any decrease or cancelation of services."


My response was that we were not cancelling service, we simply wanted to decrease our user amount. No where in the Terms of Service is there verbiage for how to decrease the number of users and this option isn't available for administrators without writing a sales representative. This also was not clear.

Brandon *********, Director of Customer Development, responded:


Orange Theory LA's current "agreement" with Egnyte is for 130 Paid Licenses, any reduction in said licenses would effectively be "terminating" the current agreement. Section 11.a clears this up.

Notwithstanding the foregoing, for any Customer with a monthly subscription period, the Agreement shall automatically renew for successive one-month periods unless Customer gives timely notice of non-renewal in accordance with this section. If Customer attempts to terminate the Agreement during a Subscription Term other than for cause, Egnyte will not provide Customer with a refund for any pre-paid fees;

Not renewing month over month with 130 users, would require a "notice of non-renewal", even if they wanted to renew with 120 users... etc.

Any reduction in licenses will result in a move to an annual plan, as Egnyte no longer offers month to month subscriptions.



After much back and forth, I ended up requesting to cancel in writing on 9/27 and did not receive a response back until 10/7 when a new billing cycle had already lapsed and was told my final billing month would be November! The nerve.

Thank you for the patience as I have taken this issue to my team, I understand based on previous conversations that you are looking to not only decrease subscription but are also looking for credit on invoices paid on unused seats. Unfortunately I will not be able to achieve any credit as it pertains to the non deployed power users.

What I can do is make the adjustment in the plan from the November billing date moving forward.



We will be disputing these charges with our credit card company.