Long story short, they will try to trap you with contracts - for example, rolling an annual contract even if you're talking to support ahead of time about amending or cancelling it. Do not trust them or rely on good faith. In true American style, common sense, compassion and clear business need cannot supercede their contracts and hunger for money. You can try and fight them afterwards, but when &^%$ hits the fan and you need to reason with a human being, it will not happen.
Our case detailed below:
We have been terribly hit by Covid (travel tech business) and so our traffic fell off a cliff a month or two before our contract renewal was due. We were actively in discussions with their team about how we could adjust our usage accordingly. As we were coming close to a resolution that would save us a load of cash, they suddenly said 'oh, too late, your contract has rolled over so we can't make any changes, you have to pay for x dynos even if you don't use them'. We pointed out that this was ridiculous, given that we were literally talking to their support team when it happened.
Feeling fed up, we researched alternatives and had an option available that stood to save the business an amount that could be crucial to our survival. After explaining this to our rep and asking what reasonable provisions there were to simply pay for what we'd used and end the contract (which shouldn't have been rolled anyway) they immediately jumped to threatening us and saying that if we didn't pay for the full contract then they'll send debt collectors!
We found this highly inappropriate and asked to speak to their manager. What followed was a circus of escalations and beaucracy, all amounting to different levels of people blaming processes as to why we couldn't simply pay for what we'd used and cancel the contract (which, again, shouldn't in good faith have rolled in the first place). Eventually they offered a very small concession (we'd still have to pay for more than we were using) but no reasonable exit provisions. Review collected by and hosted on G2.com.