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Leaving SMARTY - Right to Refund
Leaving SMARTY - Right to Refund
Mike avatar
Written by Mike
Updated over a week ago

We're sad to hear that you have decided to leave and you are always welcome to come back anytime!

Customers that switch their services from SMARTY to another provider may be entitled to a refund, based on their account balance.

Not what you're looking for? If you need to hear more about our 14-day Money Back Guarantee, click here.

What type of balance is refundable?

When we receive your INFO/PAC/STAC request via text, dashboard, email or webchat, the system will generate the switching information and confirm the balance that can be refunded. This includes any of the following:

  • Remaining balance (credit) on the account

  • Completely unused service add-ons (e.g. 4GB data add-on)

When can a refund be requested?

When you request your switching information, we also include an estimated balance left on the account in the PAC/STAC/INFO . This may change if there is any further usage until your switching request is complete.

You can request a refund for any remaining balance once you've switched your services and within 90 days from the switching date. If you couldn't contact us within 90 days, please get in touch and our team will review your request.

How to request a refund

To keep it simple, once you've switched your services, you can contact our Customer Care Team and request your refund. Press the button below to be directed to our webchat.

Alternatively, you can email and a member of the team will respond within 24 hours.

Please note - if you are a group member that switched from SMARTY to a different provider, only the group owner can request the refund.

How long does it take to get the refund?

We try to process any refunds as soon as possible, however at times it may take longer due to high volumes of contacts. Any eligible refunds will be processed within 30 days from when the request was placed.

To make it easy, our teams will provide a reference number that you can use to get back in touch and check the status of your refund at any time.

Have we missed anything? Please let our Customer Care Team know and we will help clarify any queries that you may have.

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