Refund Policy
Last updated 27 September 2026.
This policy explains when we refund money, how to cancel, and what happens to your data afterwards. It applies to SmartyBuild subscriptions bought from us. Where it and the terms of service say different things about refunds, this policy wins.
Thirty-day money-back guarantee. If you are not satisfied with SmartyBuild, write to us within 30 days of your first payment and we will refund it in full. You do not have to explain why, and there is nothing to send back.
1. The first thirty days
We do not offer a free trial. Instead you pay up front and carry no risk for the first month: ask for a refund within 30 days of your first payment and you get all of it back, whether you bought monthly or annual.
The 30 days run from the date of your first payment, not from the day you finish setting up. We would rather you started using it straight away.
2. After the first thirty days
Once the guarantee period has passed, fees for a billing period that has already started are not refunded, and we do not pro-rate a period you cancel part-way through. You keep full access until the end of the period you have paid for.
Two exceptions, both ours to honour rather than yours to argue for:
- We charged you in error — a duplicate charge, a charge after you cancelled, or the wrong amount. Tell us and we will put it right, whenever it happened.
- We could not deliver the service — a prolonged outage or a failure on our side that stopped you using SmartyBuild for a meaningful part of a period. Write to us and we will agree a fair credit or refund.
Nothing here removes a right you have under the law where your business is based.
3. Annual plans
An annual plan is refundable in full within the first 30 days, like any other. After that it runs to the end of its year. If you cancel in month seven you keep access until month twelve, and it does not renew.
If you have to stop part-way through a year for a reason that is genuinely out of your hands — the business closes, or it is sold — write to us. We are not going to hide behind this page.
4. How to cancel
Email [email protected] from an address on your account, or use the billing link on the receipt you were sent. Cancelling stops the next renewal; it does not shorten the period you have already paid for.
We will confirm in writing. If you do not get a confirmation within one working day, assume we did not receive it and chase us.
5. How to ask for a refund
Email [email protected] with the company name on the account and, if you have it, the receipt number. That is the whole process — there is no form.
We aim to answer within one working day and to approve or explain within three. Approved refunds go back to the card that paid, usually within 5–10 working days depending on your bank. We cannot refund to a different card or account.
6. What happens to your data
Refunding or cancelling does not delete anything immediately. Your installation stays readable for 30 days after your access ends so you can export what you need, and we will help you get it out in a usable form. After that it is deleted, along with the backups, on the schedule in the privacy policy.
If you need longer, ask before the 30 days are up. We would rather keep it than have you lose records you are required to hold on to.
7. Suspension for non-payment
If a payment fails we will tell you and keep trying. Your account stays fully usable during a grace period. After that it becomes read-only — you can still see and export everything, but not add new work — and only later is access suspended altogether. We do not delete a suspended company's data, and paying the outstanding amount restores the account as it was.
8. Who takes the payment
Our order process and payments are handled by our payment provider, Paddle.com, who act as the merchant of record. Your receipt and card statement will show Paddle rather than SmartyBuild, and any sales tax or VAT due is calculated and remitted by them. Refunds under this policy are issued through Paddle. You can also contact them directly about a payment or a receipt.