Refund Policy

Last updated: January 1, 2025

1. 14-Day Money-Back Guarantee

We want you to be confident in your choice. New customers are eligible for a full refund within 14 days of their initial subscription purchase, no questions asked.

Eligibility

• Applies to first-time subscribers only
• Request must be made within 14 days of initial payment
• Applies to EDU Lite, EDU Core, and EDU Pro plans
• Enterprise plans have custom terms as specified in your agreement

How to Request

To request a refund during the guarantee period, contact us at edu.help@smerptek.com with your account email and reason for cancellation.

2. Subscription Cancellation

2.1 How to Cancel

You can cancel your subscription at any time through:

• Your account settings under "Billing"
• Contacting our support team at edu.help@smerptek.com

2.2 Effect of Cancellation

• Your subscription will remain active until the end of the current billing period
• You will not be charged for subsequent billing periods
• No partial refunds are provided for unused time within a billing period
• You retain access to your data for 30 days after the subscription ends
• After 30 days, your data will be deleted in accordance with our data retention policy

2.3 Reactivation

If you cancel and wish to reactivate within 30 days, contact support and we can restore your account with your data intact. After 30 days, you will need to create a new account.

3. Refunds After the Guarantee Period

3.1 General Policy

After the 14-day guarantee period, subscription fees are generally non-refundable. This applies to:

• Monthly subscription payments
• Annual subscription payments
• Plan upgrades
• Additional user seats
• Add-on services

3.2 Exceptions

We may provide refunds at our discretion in the following circumstances:

• Service Outages: Significant service unavailability not covered by SLA credits
• Billing Errors: Duplicate charges or incorrect amounts
• Unauthorized Charges: Charges made without your authorization
• Material Breach: We fail to provide the service as described

4. Annual Subscriptions

4.1 Annual Payment

Annual subscriptions are paid upfront for a full year at a discounted rate. The 14-day money-back guarantee applies to the full annual amount.

4.2 Cancellation of Annual Plans

If you cancel an annual subscription after the 14-day guarantee period:

• You will not receive a prorated refund
• Your subscription remains active until the end of the annual term
• Auto-renewal will be disabled

4.3 Switching to Monthly

Switching from annual to monthly billing is effective at your next renewal date. No prorated refunds are provided for the remaining annual term.

5. Plan Changes

5.1 Upgrades

When you upgrade to a higher plan:

• The upgrade takes effect immediately
• You will be charged the prorated difference for the remainder of your billing period
• Subsequent billing will reflect the new plan price

5.2 Downgrades

When you downgrade to a lower plan:

• The downgrade takes effect at your next billing date
• No refund is provided for the current billing period
• You retain access to higher-tier features until the end of the current period
• Ensure your usage fits within the new plan limits before downgrading

6. Enterprise Customers

Enterprise customers have custom contract terms. Refund and cancellation policies are specified in your Enterprise Agreement. Contact your account manager or legal@smerptek.com for details.

7. Free Trials

Free trials do not require payment. If you do not subscribe before the trial ends, no charges will be made. If you subscribe during a trial:

• Billing begins at the end of the trial period
• The 14-day money-back guarantee starts from your first payment

8. Payment Disputes

If you believe a charge is incorrect, please contact us at edu.help@smerptek.com before disputing with your bank or credit card company. We are committed to resolving billing issues quickly.

Filing a chargeback without first contacting us may result in suspension of your account until the matter is resolved.

9. Refund Processing

9.1 Refund Method

Approved refunds are processed to the original payment method:

• Credit/debit cards: 5-10 business days
• Bank transfers: 10-15 business days
• Other methods: Varies by payment provider

9.2 Currency

Refunds are issued in the currency of the original payment. Exchange rate fluctuations may result in a different amount in your local currency.

10. Service Credits vs. Refunds

For service issues covered by our Service Level Agreement, we provide service credits rather than refunds. Service credits:

• Are applied to future invoices
• Cannot be exchanged for cash
• Expire if your subscription ends

11. Taxes

Refunds include any taxes that were charged on the original payment. Tax amounts are refunded to the same payment method.

12. Contact Us

For refund requests or billing questions:

13. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated date. Material changes will be communicated to customers via email.