Refund and cancellation policy

Last updated: September 30, 2026

Free-preview workspaces

A workspace created during the free preview (CRM Service Terms, section 3) has no payment method, no subscription, and nothing charged. There is therefore nothing to refund, and the refund rules further down this page — the 14-day window, renewals, pro-rata credits — describe subscriptions and do not apply to a free-preview workspace. Any page or email that suggests otherwise is wrong; tell us and we will fix it.

Closing a free workspace. There is no subscription to cancel and no billing portal on a free account — the billing portal only exists for workspaces with a payment method on file. To close a free workspace, email support@swarmmarshal.com from an administrator address on the account and we will do it. You do not need to give a reason. We will confirm back to you; treat our confirmation, not your original message, as the thing that closes the loop.

Your data when a free workspace closes. You get the same treatment as a paid one: ask for an export before or during the retention window and we will send it, free, in a machine-readable format. We keep a closed workspace for at least 30 days before permanently deleting it, unless you ask us to delete it sooner.

If we start charging. We will give at least 30 days' notice by email before any price applies to your workspace, and you can decline and have it closed instead of paying. Nothing can be charged automatically, because we hold no payment method for you.

Subscription workspaces

Everything below describes subscriptions: workspaces created through paid signup, including those still in their free trial, and free-preview workspaces whose administrator has chosen to subscribe.

Cancelling during a free trial. Nothing is charged during the trial. Cancel from the billing portal before the trial ends and you will never be charged; the workspace is then treated as described under "What happens to your data after cancellation" below.

How to cancel a paid subscription

You can manage or cancel your subscription yourself from the billing portal: enter the administrator email on the account and we email a single-use link to that address, which opens Stripe's billing portal where you can cancel, change your card, or download invoices. The portal is only reachable for a workspace with a Stripe customer record — a free-preview workspace has none, and requesting a link for one will not produce one. You can also cancel by emailing support@swarmmarshal.com from an administrator address on the account. Either route is enough — you do not need to give a reason, and we will not make you sit through a retention call. If you email us, we will confirm the cancellation back to you; treat our confirmation, not your original message, as the thing that closes the loop.

When cancellation takes effect

Cancelling stops the next automatic renewal. Your workspace stays fully available until the end of the billing period you have already paid for. We do not cut access off on the day you cancel, and we do not automatically refund the remainder of that period.

What happens to your data after cancellation

Shortly after your final paid period ends we suspend your workspace: it stops serving requests and your users see a "workspace suspended" message, but nothing is deleted. Suspension is reversible — resubscribing restores the workspace and all of its data exactly as it was.

We keep a suspended workspace for at least 30 days after the paid period ends. After that window we may permanently delete it, including every database record in it and its user accounts, and the files uploaded to it. That deletion is a hard delete and cannot be undone. If you want your data, ask for it during the 30-day window — or ask us to delete it sooner, which we will do on request from an administrator.

Getting your data out

Email support@swarmmarshal.com from an administrator address and we will send you an export of your workspace data in a machine-readable format, normally within 14 days. There is no self-service export button in the CRM yet; today this is a manual request that we fulfil. Exports are free.

Refunds

These rules apply to money you have actually paid. A free-preview workspace, or a subscription still in its free trial, has paid nothing, so there is nothing to refund.

First 14 days. If the hosted CRM is not right for you, email support@swarmmarshal.com within 14 days of your first payment and we will refund that payment in full and close the workspace. You do not need to justify the request.

Renewals. Monthly and annual renewal payments are generally not refundable, because cancelling already leaves you with access for the rest of the period you paid for. Two exceptions: if you were charged for a renewal you had already cancelled, we refund it in full; and if you contact us within 7 days of a renewal you did not intend and have not meaningfully used the workspace in that period, we will refund it. We would rather refund an honest mistake than argue about it.

If the service is at fault. If we discontinue the hosted CRM, or make a change that materially reduces the core functionality you are paying for and you cancel because of it, we refund the unused portion of your current billing period on a pro-rata basis. If we terminate your subscription for a breach of the acceptable use terms, no refund is due.

Outages. The hosted CRM is preview-stage and carries no service level agreement, so there is no automatic service credit for downtime. If an outage was long enough to have genuinely cost you the value of a period, tell us — we will look at it and we do issue goodwill refunds and credits. While the service is free there is no fee to credit, but we still want to hear about it.

How to request a refund (paid subscriptions)

Email support@swarmmarshal.com from an administrator address on the account with your workspace name and the charge you are asking about. We aim to respond within 5 business days. Approved refunds are issued through Stripe to the original payment method; how quickly the money appears is up to your bank or card issuer, typically 5 to 10 business days.

Chargebacks

If something looks wrong on your bill, please email us before opening a dispute with your bank — it is almost always faster, and we will fix genuine billing errors without argument. A workspace subject to an open chargeback may be suspended until the dispute is resolved.

Your statutory rights

Nothing in this policy limits any refund or cancellation right you have under consumer law that cannot be waived. Where local law gives you a stronger right than this policy, that right applies.

Questions

Billing and cancellation: support@swarmmarshal.com. Terms questions: legal@swarmmarshal.com.