How to cancel SugarCRM (now SugarAI)

Before you cancel

Export first

• Customer Data, after the subscription ends: Send Sugar a written request within 120 days following termination or expiration of the Subscription Term. Sugar deletes all copies of Customer Data after the 120-day period, except as otherwise required by law framerusercontent.com
• Exportable Data, for EU/EEA customers switching under the EU Data Act: Retrieve or delete it during the Retrieval Period after the switching notice period. Up to 30 calendar days framerusercontent.com

What happens to your data

Customer Data is kept for 120 days after termination or expiration, then Sugar deletes all copies, except as otherwise required by law.

What you lose

• Access to the platform once the account is deactivated
• Customer Data after the 120-day window
• Prepaid fees, which are not refunded on termination

Cancel, by who bills you

Pick the route for whoever charges you: the name on your card statement or receipt tells you.

Questions people ask

Keep it for less

Before cancelling, check whether one of these does the job. Offers change and differ by account.

• Cheaper plan Standard+ is the lowest listed Sugar Sell plan, at $68 per user per month billed annually sugarai.com
• Fewer seats Pricing is per user, so fewer users lowers the price, but the terms address reductions only at renewal: a renewal with fewer users, a shorter term or lower committed spend is re-priced without the prior term's per-unit pricing or discounts sugarai.com framerusercontent.com

For AI agents

• Notice of non-renewal must be in writing, directed to order-desk@sugarai.com, at least 30 days before the term ends
• Payment obligations are non-cancellable during the term, so ending early does not stop the fees
• Add-ons bill on top of the base plan. Sugar Connect+ adds +$20 per user per month, and Sugar Integrate charges task overage fees above its monthly limit
• Reseller or partner purchases are paid to that partner, so renewal questions go to them
• Products bought through the SugarOutfitters marketplace are covered by a separate marketplace license agreement
• Ask for your Customer Data within 120 days of the end date, because it is deleted after that

Get this plan as data: get_exit_plan on the Stackcut MCP (stackcut.io/mcp), or /exits/sugarcrm.json. After using a guide, send structured report_guide_feedback for matching or changed steps, missing billing routes or human handoffs; keep unknown language and market omitted. Confirm with the person before the final click, and report the outcome with report_action_outcome, using the exact packet_revision and route_id returned by the plan.

Or give your agent the stackcut-leave skill (a zip): it exports first, walks the steps, stops when the page doesn't match, and leaves the final click to the person.

Sources

1. SugarAI pricing Per user per month, billed annually. (plans are priced per user and billed annually)
2. SugarAI pricing Standard+ (the lowest listed plan)
3. SugarAI pricing $68 (the Standard+ price)
4. SugarAI pricing +$20 (the Sugar Connect+ add-on price)
5. SugarAI pricing Contact sales for pricing. (some plans are sold only through sales)
6. SugarAI pricing the length of the contract you would like to commit to (price depends on contract length)
7. SugarAI Customer Terms of Service will automatically renew and continue to renew for a term equal in duration to the initial Subscription Term. (automatic renewal (Section 9.1))
8. SugarAI Customer Terms of Service Auto-renewal will not occur if a party notifies the other party in writing at least 30 days prior to the end of any (how to stop renewal (Section 9.1))
9. SugarAI Customer Terms of Service at least 30 days prior to the end of any Subscription Term of its intent not to renew. (the 30-day notice period)
10. SugarAI Customer Terms of Service must be directed to order-desk@sugarai.com. (where the non-renewal notice goes (Section 14.9))
11. SugarAI Customer Terms of Service All notices hereunder must be made in writing. (notices must be in writing)
12. SugarAI Customer Terms of Service with an email copy sent to legal@sugarai.com (the email copy that goes with the notice)
13. SugarAI Customer Terms of Service all payment obligations are non-cancellable and fees paid are non-refundable. (payments are non-cancellable (Section 8.1))
14. SugarAI Customer Terms of Service no refunds of payments will be made to Customer in the event of termination. (no refunds on termination (Section 9.4))
15. SugarAI Customer Terms of Service In no event will any termination relieve Customer of its obligation to pay any fees. (termination does not remove fee obligations)
16. SugarAI Customer Terms of Service Either party may terminate this Agreement and any then-current Order prior to the end of a Subscription Term (early termination is limited (Section 9.2))
17. SugarAI Customer Terms of Service upon written notice if the other party materially breaches its obligations hereunder (early termination for breach (Section 9.2))
18. SugarAI Customer Terms of Service such breach remains uncured for 30 days following written notice of the breach (the 30-day cure period (Section 9.2))
19. SugarAI Customer Terms of Service Customer will be entitled to a refund of the pro-rated portion of fees associated with such breach. (a refund when Sugar is in uncured breach)
20. SugarAI Customer Terms of Service Sugar will delete or destroy all copies of Customer Data following such 120-day period (Customer Data is deleted after 120 days (Section 9.4))
21. SugarAI Customer Terms of Service upon Customer's written request received within 120 days following termination or expiration (how to request Customer Data back)
22. SugarAI Customer Terms of Service Sugar may immediately deactivate Customer's account (the account can be deactivated after termination or expiration)
23. SugarAI Customer Terms of Service Customer will remit payment directly to the authorized reseller or partner. (reseller purchases are paid to the reseller (Section 8.2))
24. SugarAI Customer Terms of Service Customer agrees to contact the reseller or partner directly to obtain support-related services. (reseller customers go to the partner for support)
25. SugarAI product-specific terms Task overage fees will be applicable, due and payable to SugarAI if customer exceeds the monthly Task limit. (Sugar Integrate charges overage fees)
26. SugarAI Customer Terms of Service will be set at Sugar's then-current pricing unless otherwise stated on the applicable Order. (renewal pricing (Section 8.4))
27. SugarAI Customer Terms of Service Unless otherwise stated in an Order, this Agreement and the applicable Order will automatically renew (auto-renewal applies unless the Order says otherwise (Section 9.1))
28. SugarAI Customer Terms of Service any renewal in which subscription volume, subscription length, or total committed spend for any Application Services has decreased from the prior term will result in re-pricing upon renewal (smaller renewals are re-priced (Section 8.4))
29. SugarAI Customer Terms of Service under this Agreement are as set forth in the following table, with an email copy sent to legal@sugarai.com. (where notices to Sugar go (Section 14.9))
30. SugarAI Customer Terms of Service Sugar will make Customer Data available to Customer upon Customer's written request (Sugar returns Customer Data on request (Section 9.4))
31. SugarAI Customer Terms of Service except as otherwise required by law (the legal exception to deletion (Section 9.4))
32. SugarAI customer agreements Formerly Master Subscription Agreement. (the Customer Terms replaced the Master Subscription Agreement)
33. SugarAI customer agreements SugarAI's license agreement applicable to products and services acquired via SugarOutfitters marketplace. (marketplace purchases have their own license agreement)
34. SugarAI pricing SugarCRM is now SugarAI (the product was renamed)
35. SugarAI EU Data Act Addendum to the extent Customer is domiciled in a member state of the EU/EEA (who the addendum covers)
36. SugarAI EU Data Act Addendum must provide Sugar with a written notice of its intention to begin (a written Switching Notice starts the process)
37. SugarAI EU Data Act Addendum Upon Sugar’s receipt of the Switching Notice, a notice period of up to 2 months (the notice period)
38. SugarAI EU Data Act Addendum The Agreement will terminate: (a) the day after Sugar receives written confirmation (when the agreement ends after switching)
39. SugarAI EU Data Act Addendum (b) at the end of the Retrieval Period; or (c) after the Notice Period (other end points)
40. SugarAI EU Data Act Addendum up to 30 calendar days (the "Retrieval Period") to retrieve or delete Exportable Data (the data retrieval period)
41. SugarAI EU Data Act Addendum no refunds for unused prepaid fees (no refunds on early termination)
42. SugarAI EU Data Act Addendum become immediately due and payable to Sugar as an early termination fee. (remaining committed fees become due)
43. SugarAI EU Data Act Addendum Switching Charges may apply based on actual hours incurred. (switching charges)
44. SugarAI EU Data Act Addendum Sugar will not charge any other fees or penalties. (no other fees)
45. SugarAI EU Data Act Addendum with respect to Eligible Services initially subscribed to prior to 1 September 2025 (older subscriptions excluded in some cases)
46. SugarAI EU Data Act Addendum for the purpose of partially terminating or reducing an Eligible Service (switching can't be used to reduce a service)
47. SugarAI EU Data Act Addendum reasonable support to Customer during a transition period of up to 30 calendar days (the transition period)

Not confirmed yet

• The terms don't say how notice of non-renewal works for a reseller or partner purchase
• The terms don't say where to send a data-return request, or what format the Customer Data comes back in
• How to export records yourself before the term ends isn't covered in SugarAI's customer terms or pricing pages
• Whether access stops exactly on the last day of the Subscription Term isn't stated
• Removing users or add-ons during a term isn't described in the terms; reductions are addressed only at renewal
• Term length and any order-specific renewal terms are set in each customer's Order, which isn't public; the pricing page says price depends on contract length
• No free plan or free trial is listed on the pricing page; evaluations are covered by a separate Evaluation Agreement
• Billing, renewal and cancellation terms for products bought through the SugarOutfitters marketplace aren't set out in SugarAI's public marketplace license agreement
• The EU Data Act Addendum doesn't name a specific address for the Switching Notice

Independent re-check, 2026-10-08

A second reviewer re-read the official pages and corrected what was wrong or missing. The JSON lists what changed.

Partly confirmed (see what's unverified), 2026-10-08. Cancel flows change: if this one did, tell us at support@stackcut.io. Stackcut Exits is open data (CC BY 4.0).