Refund policy

This policy explains how SmartBiz cloud subscriptions may be cancelled or refunded for online payments completed on this website via NewebPay or other announced payment providers.

Scope

This policy covers paid SmartBiz plans (such as Basic, Growth, and Pro) billed monthly or yearly, and related add-on fees. Free trials, demos, and unpaid checkouts are not refundable. Plan names follow your subscription page and payment records.

Payments and receipts

Online payments are processed by NewebPay or another announced gateway. After a successful payment, subscription activation follows the payment Notify result. Check plan status and order numbers on the account subscription page. Keep your MerchantOrderNo / trade ID for support.

Cancelling a subscription

You may request cancellation of auto-renewal or the next billing cycle during an active subscription. After cancellation of renewal, access usually continues until the end of the paid period. Whether unused days in the current period are refunded follows the eligibility rules below.

When refunds may apply

We prioritise refunds or corrections when: (1) duplicate charges or clear amount errors occur; (2) payment succeeds but subscription activation fails due to our system; (3) a major, sustained service outage occurs during a paid period and is not caused by your network, configuration, or misuse; or (4) applicable law requires a refund. Fees for completed service periods are generally non-refundable when you simply change your mind, though we welcome reasonable discussion with support.

How to request a refund

Email support from your registered address with subject “Refund request”, including company/tenant name, plan, payment date, amount, MerchantOrderNo or NewebPay trade ID, and a short description. We aim to respond within 3–7 business days after receiving complete details. Approved refunds return via the original payment method; bank timing varies.

Customer service

For refunds, cancellations, and payment issues, use the channels below or the contact form.

Last updated: 2026-08-22