Norbix Data Exit Policy
Approved upcoming policy — 19 October 2026. Published for information; not yet effective.
No effective date has been announced. The Support Policy effective 17 October 2026 and your existing accepted agreement or order continue to apply until a lawful transition. This publication does not activate new billing or support features or change an existing contract.
This policy forms part of the Terms of Service. It explains the normal commercial deadlines and the support route for leaving or returning. Norbix-provisioned Flex usage is billed separately, including during the seven-day backend trial. After the applicable deadline and required holds, its data is permanently deleted. Support cannot recover data that no longer exists.
What remains yours
Your own MongoDB, storage, email, SMS, push and payment provider accounts remain yours. Ending a Norbix subscription or licence does not itself delete their data or cancel their services. You retain direct provider access under your agreements and remain responsible for their bills.
Your Cloud account remains available for billing and licences unless separately closed or lawfully restricted. Licence expiry does not itself delete data on your infrastructure. Frozen project configuration is different from retained database records or a running backend.
Trial Flex: a strict deadline
For a cancelled Managed Service trial, or its failed first trial-to-paid payment, count full 24-hour periods from trial activation, including weekends and holidays:
| Time from activation | What happens |
|---|---|
| +7 days / 168 hours | Trial ends. Freeze the unpaid project and send the trial-end or payment-failure notice. |
| +9 days / 216 hours | Send the database-deletion warning with the exact deadline and timezone. |
| +10 days / 240 hours | Delete the Norbix-provisioned trial database records unless paid continuation or a required preservation hold prevents deletion. Stop further automatic first-subscription-payment retries. |
There is no routine trial extension, trial archive or restoration entitlement. If you purchase paid backend continuation and activate the former project before deletion, its existing data can continue. After deletion, you set up the database again; old trial records are lost. Schemas and project constructs stay frozen until project or account deletion, subject to applicable closure, privacy and switching rules. A project whose backend subscription successfully becomes paid does not enter this deletion flow. Paying a separate trial Flex usage invoice does not change this trial path or create paid-backend archive rights.
Any mandatory switching or retrieval right applies according to the service actually supplied. A production-capable service is not automatically exempt merely because it has a free trial. Required preservation overrides the normal cleanup deadline; it does not promise an additional free running trial.
Previously paid Managed Service backend subscriptions
This route covers Flex data for a project whose Managed Service backend subscription became paid, including successful trial conversion. A paid Flex usage invoice during a backend trial alone does not qualify. Mandatory rights and preservation duties still take precedence for both routes.
| Trigger | Running service | Paid-data exit window |
|---|---|---|
| Backend renewal payment fails | Seven full days from the first failed renewal attempt; notify immediately and warn 48 hours before suspension. If still unpaid, suspend covered backend service. | Retain relevant Norbix-provisioned database data for 30 full days from suspension, subject to the holds below. |
| Flex usage payment fails | Same seven-day grace, then suspend affected Flex-backed projects only. An otherwise paid cap and unrelated eligible projects continue. | Same paid-data retention and support route for the affected data. |
| Customer cancels a paid backend subscription | Continue through the paid period, then stop without an extra running grace. | Same paid-data window from actual service expiry. |
| Consumer validly withdraws after paid backend conversion | End the covered service under the statutory withdrawal right, normally on notice; refunds follow the Terms. This is not ordinary period-end cancellation. | Same paid-data window from the actual service-stop date, subject to any longer required protection. |
Payment retries do not restart grace. Warn at least seven days before planned final paid-data deletion. Later cancellation or debt payment does not reset an earlier archive clock. These are commercial defaults; mandatory exit periods and protected requests take precedence.
Support and operations preserve a private encrypted S3 archive and verify recoverability before retiring the affected source database. If verification fails, preserve the source while resolving it. A database is not the whole Flex instance: unrelated or shared-instance data must not be removed as part of one project’s cleanup.
Norbix covers archive creation, the included storage window and standard restoration work. Customers owe agreed Flex usage through service cutoff, even if reported later. Norbix covers subsequent affected-source archival and verification overhead. On return, normal Flex usage at the existing or new restoration target is customer-paid. A retained archive is not free live Flex capacity or a continuous production-backup commitment.
Statutory withdrawal and consumer content
A qualifying consumer withdrawal is handled under the Terms of Service, separately from cancelling the next renewal. After successful paid backend conversion, use the paid-data route above. If the backend never became paid, withdrawal does not itself create that commercial archive entitlement, but any applicable consumer retrieval or preservation right overrides the trial cleanup deadline.
Where consumer law entitles you to retrieve non-personal content you provided or created, we make that eligible content available on request, free of charge, without hindrance, within a reasonable time and in a commonly used machine-readable format, subject only to the exceptions permitted by that law. Personal-data rights are handled under applicable data-protection rules. This protection applies independently of the EU Data Act switching route and does not require resubscription or settlement of outstanding invoices.
Export through support
Contact support@norbix.ai or use Cloud support before the stated retention deadline. A standard secure export has no extra fee, does not require resubscription or settlement of old invoices, and never requires engineer hours; export, restoration and data-exit requests are always handled by a human. Custom migration work can be separately agreed; it does not replace a free standard export or a mandatory exit right.
For the normal account-holder export route, request from the registered account email. Support checks it against the Managed Service and Stripe account records. Project administrator or other member roles alone do not authorise this account-level export. Support sends the link only to the verified registered account email. Account recovery and mandatory legal access rights are handled separately; an unresolved invoice is not a reason to withhold an eligible export.
Target delivery is five business days / 40 covered support hours after requester authority and export scope are verified. The Support Policy defines hours and initial responses. We preserve timely requested data while processing it; a missed delivery target does not cause deletion. If delayed, we explain the reason and revised estimate.
Exports use a private S3 object and signed download link. The file stays available for 30 full days after it is securely ready and the readiness notice is sent, with an exact deadline and at least seven days’ removal warning. An individual link expires within seven days and can be shorter; contact support for a replacement during the file-availability window. Link expiry is not file deletion. This window may extend storage beyond the original suspension-retention deadline.
Returning to a paid project
Settle corrected overdue, undisputed invoices before buying paid reactivation. Unbilled or not-yet-due amounts do not block it. The new project-cap subscription starts immediately through Stripe; projects start disabled and you choose which to enable within the cap.
If the relevant database still exists, reactivation can use it. If only a retained paid-data archive remains, request support restoration. Support restores database contents into an existing or new Flex database; it does not silently replace all connection settings. Restoration work is included, normal target Flex usage is charged, and no fixed completion time is promised. If the database and retained archive are gone, purchase cannot restore the records. Deleted trial data has no archive recovery path.
Switching provider and legally required retrieval
Tell support if you want to move to another provider, move to your own infrastructure, or erase the covered service’s exportable data. Identify the affected projects and desired route. We explain the scope, timetable, formats, known continuity risks and responsibilities before the exit. Eligible exportable data can include your database records and schemas, customer-created templates and project configuration or other digital assets held by Norbix for that service. Files in your own provider accounts remain directly accessible there. Internal software, provider trade secrets and other customers’ information are excluded only as law permits; we do not use an exclusion to obstruct a required transfer. Secrets require secure handling rather than publication in an unprotected dump.
Where the EU Data Act’s cloud-switching rules apply, notice before transition is no longer than two months and transition normally takes no more than 30 calendar days. The contract remains applicable during that transition, including required continuity and assistance. If completion within 30 days is technically infeasible, we notify you within 14 working days with reasons and an alternative transition no longer than seven months. You can request the available one-time extension of transition. The minimum retrieval period is 30 calendar days after the agreed transition ends, not simply 30 days after payment suspension.
Statutory working days follow the applicable legal counting rules, including relevant weekend and public-holiday exclusions. They are not the eight covered support hours used for a support business day. Commercial full-day deadlines use elapsed 24-hour periods as explained in the Terms.
We do not charge for the standard export or assistance that must be free under applicable switching rules. Any optional custom work is identified and agreed in advance and must not prevent the statutory exit. We securely erase covered exportable data after the applicable retrieval period and successful completion, subject to required legal retention. Billing records lawfully retained are separate from continuing to keep an operational database.
Do not delete while a timely export, required transition, retrieval period or legal hold is still active. Norbix applies the longer applicable protection rather than an unconditional day-10 or day-30 purge. This rule does not create unlimited storage, waive valid charges, or promise recovery after lawful final deletion.