Refund and Cancellation Policy

1. The short version

If you paid and did not get what you paid for, you get your money back. Internet time that has already been delivered and used cannot be refunded, because it is consumed the moment it starts.

2. WiFi vouchers and internet time

We refund in full when

• Your payment succeeded but no voucher code was issued and no internet time was added.
• You were charged more than once for the same purchase. We refund every extra charge.
• The machine was offline or faulty for the whole period you paid for, so you never got the access you bought.
• A voucher code you bought was already used before you received it.

We refund in part when

• Your session was cut short by a fault on our side or on the machine — a power cut, a device failure, or a platform outage. We refund the unused time, or add the same amount of time back to your device, whichever you prefer.

We cannot refund when

• The internet time was delivered and used, and you simply changed your mind.
• The connection was slow or dropped because of the location’s own internet provider, the weather, or how far your phone was from the WiFi.
• You bought the wrong plan but the time has already started running.
• You shared your voucher code with someone else and they used it.

An unused voucher code that has never been redeemed can still be cancelled and refunded within seven (7) days of purchase.

3. Operator subscriptions and credits

• Credits you bought but have not yet applied to a device can be refunded within seven (7) days of purchase.
• Once a credit is applied to a device it activates that device’s licence, and it is no longer refundable. It stays on that device for its full term.
• Unused credits sitting on your account do not expire, and you can apply them to any device later.
• If a payment for credits was taken twice, we refund the duplicate in full.

4. Who pays the refund

Vouchers and internet time are sold by the operator who owns the machine. SmartFi collects that money on their behalf, so when we approve a refund we return it to you and take it back from that operator’s balance. Our own platform fee on the refunded sale is returned as well. You never have to chase the operator yourself — deal with us.

Subscriptions and credits are sold by SmartFi directly, so those refunds come from us.

5. How to ask for a refund

Send us the following and we can usually settle it on the same day:

1. The date and time of the payment.
2. The amount, and how you paid.
3. The reference number from your payment confirmation or receipt.
4. The name of the shop or the device ID shown on the portal page.
5. What went wrong.

6. Deadlines and timing

• Ask within seven (7) days of the payment. We will still look at a later request, but records at the payment provider get harder to check as time passes.
• We answer every refund request within three (3) working days.
• Once approved, the money is sent back to the same method you paid with. E-wallet refunds normally arrive within five (5) working days; card and bank refunds can take up to ten (10) working days, depending on your bank.
• We cannot send a refund to a different account from the one that paid.

7. Cancelling

An internet session cannot be paused or cancelled once it has started — the time runs continuously. An operator may close their SmartFi account at any time; devices keep the licence term already paid for, and unapplied credits are refunded under section 3.

8. If you disagree with our decision

Reply to us and ask for it to be reviewed, and a second person will look at it. Nothing in this policy removes your rights under the Consumer Act of the Philippines, or your right to raise the matter with your bank, your e-wallet provider, or the Department of Trade and Industry.

9. Reaching us

Email support@smartfi.ph or call +63 950 558 5800. Our full details, including our office address, are on the contact page.