Refund eligibility
Purchases are generally non-refundable, except where required by applicable law or approved by our payment provider under its refund policy. This applies to Pro subscriptions and one-time credit top-ups.
Where we approve a discretionary refund, we may calculate it based on unused credits or the unused portion of the subscription period, as applicable. This does not limit refunds required by applicable law or approved by our payment provider under its refund policy.
Free credits granted on signup have no cash value and can't be refunded or transferred.
How to request a refund
Email [email protected] and tell us what went wrong. Include:
- the email address on your Swoop account;
- your payment order or transaction number (it's on the receipt emailed by our payment provider);
- which purchase it was — the Pro subscription (monthly or yearly), or a credit top-up ($7 or $15);
- a one-line description of the problem.
If you were charged twice or your purchased credits did not appear, tell us so we can investigate and correct the issue. You can also contact the payment provider using the details on your receipt.
How refunds are processed
- We'll review your request and reply by email. You can also ask the payment provider to review it under its refund policy.
- When a refund is approved or required by law, the payment provider issues it to the original payment method. The time it takes to appear depends on the provider and your bank or card issuer.
Our payment provider is the merchant of record: it takes your payment and processes any refund due.
Cancelling a subscription
You can cancel at any time from Manage billing on your account page. That opens the payment provider's hosted billing portal, where you can cancel the subscription and see your invoices.
- Cancelling stops all future renewals — you won't be charged again.
- You keep access and your Pro credits until the end of the period you've already paid for. Cancelling is not an immediate cut-off.
- Cancelling does not automatically refund the current period. The refund eligibility above applies to it.
- Your analysis results stay available while your account exists; they aren't deleted because a subscription ended.
After cancellation, the payment provider may email you a confirmation — keep it for your records.
Your statutory rights
Nothing in this policy limits any refund, cancellation or other consumer right you have under applicable law. If you believe a purchase was faulty, not delivered or not as described, contact us or the payment provider using the details on your receipt. We will review it in light of those rights.
Changes to this policy
If we change this policy we'll update the "last updated" date at the top of the page. The version in force when you bought something is the one that applies to that purchase, and we won't apply a new, less generous rule to a refund you've already asked for.
Contact us
For anything to do with refunds or billing:
[email protected]