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.
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
Remaining out of plan add-ons
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 support team and request your refund. Press the button below to be directed to our webchat.
Alternatively, you can email firstname.lastname@example.org and our team will respond within 24 hours.
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 support team know and we will help clarify any queries that you may have.