Refund Policy.

The following are non-refundable in all cases:

• Used credits. Credits of any kind — build, AI or cloud — that have been spent are non-refundable. Each credit pays for compute that runs the moment you use it and cannot be recovered.
• Credit top-up packs, once used or after 14 days. A top-up pack becomes non-refundable as soon as you spend any credit from it, and in any case once your 14-day cooling-off window has passed.
• Started billing periods. Outside the first 14 days of a new subscription (see the cooling-off section below), subscription fees for a billing period that has already started are non-refundable. There are no pro-rata refunds for partial months or years — when you cancel, you keep access until the period you paid for ends.
• Included, bonus and promotional credits. Credits included with a plan, granted as a bonus, earned through a promotion or received for free have no cash value, cannot be paid out and are non-refundable. Unused included credits that expire at the end of a billing cycle are not converted into money.
• Third-party fees. Amounts paid to third parties through or alongside Swarmz — for example domain name registrations with a registrar — follow that third party’s own terms and are non-refundable by us.
• Accounts closed for breaking the rules. If we terminate your account for a breach of the Terms or the Acceptable Use Policy, remaining subscription time and unused purchased credits are forfeited and non-refundable.

If you are a consumer in the UK, the EU or the EEA, the law gives you a 14-day cooling-off period for online purchases. How it works depends on what you bought.

New subscriptions. Within 14 days of your first payment for a new subscription you can withdraw from it, even if you have already started using the service. Because you asked us to start providing the service straight away, we refund the price minus a proportionate amount for the part of the billing period we have already supplied. After the 14 days, the cooling-off right ends and the cancellation rules below apply instead.

Credits and top-up packs. Credits are digital content delivered immediately. By choosing to spend any credit from a purchase before your 14 days are up, you expressly consent to immediate delivery and acknowledge that you lose the right to cancel that purchase and get a refund for it — the same waiver you accept in the Terms. A top-up pack you have not touched stays refundable for the full 14 days.

You can cancel your subscription at any time from your account settings. Cancelling stops the next renewal — it does not refund the current period. You keep full access until the end of the period you have already paid for, and your plan then downgrades.

Renewal charges are not refundable once the new period has started and the service has been used, so if you do not want to renew, cancel before your renewal date. We show the renewal date in your billing settings and Stripe emails a receipt for every charge.

You are always entitled to a service that works as described. If Swarmz materially fails to do what we say it does — builds that never run, hosting that stays down, credits charged for work the platform demonstrably failed to perform — contact us and we will put it right. That normally means fixing the problem or re-crediting what a genuine platform failure consumed.

Where the law requires more — under the UK Consumer Rights Act 2015 or the EU digital-content conformity rules — you may be entitled to a price reduction or a refund for the affected purchase if we cannot fix the problem within a reasonable time. Those statutory remedies are never excluded by this policy.

One honest boundary: AI output being different from what you imagined is not a fault. Generation consumes real compute whether or not you keep the result, and prompts, iterations and taste are part of how the product works. Credits spent on builds that ran as designed are not refundable because you disliked the output.

Genuine mistakes are always refunded: duplicate charges, charges after a confirmed cancellation, amounts that do not match your plan, or transactions you did not authorise. Tell us within 30 days of the charge at legal@swarmz.net and include the receipt or transaction reference. We will investigate and correct verified errors back to your original payment method.

Talk to us before disputing a charge with your bank — nearly every billing issue is faster to resolve directly. If a chargeback is filed on a charge that was valid under this policy, we may suspend the account while the dispute is open and recover costs the dispute causes us. Accounts used for repeated unwarranted chargebacks may be closed.

Some customers use a Swarmz-powered product under another company’s brand. If you bought your plan or credits from one of our partners rather than from swarmz.net, your purchase contract is with that partner: their prices, their checkout and their refund policy govern, and refund requests go to them. This policy covers purchases made directly from Swarmz Labs Ltd only.

Email legal@swarmz.net from the address on your Swarmz account, with the receipt or transaction reference and a short description of what you are asking for and why. We reply to every request and process eligible refunds within 14 days of approving them, to your original payment method.

We may update this policy as the product and the law evolve. The date at the top always reflects the latest version, and material changes are announced the same way as changes to the Terms. Changes never apply retroactively to purchases you already made.