Refund Policy

Who this policy applies to

This policy applies to every Smartiflix plan bought through smartiflixhd.com or our official WhatsApp number. It works alongside our Terms of Service and Cancellation Policy. Nothing in it limits any rights you have under the consumer protection laws of your state or province.

When you can get a refund

You can request a refund within 7 days of your purchase if:

• the service cannot be made to work on the device you told us about when ordering, after you have tried the troubleshooting steps our support team suggests;
• you were charged twice for the same order, or charged an amount different from the price we confirmed in the chat;
• your subscription was never activated and we could not resolve the problem.

When a refund is not usually possible

• Requests made after the refund window has closed.
• A change of mind after the service has been working normally on your device.
• Problems caused by your internet connection, internet provider outages or devices other than the one you told us about, which we will still help you troubleshoot.
• A specific channel or title being unavailable, unless we confirmed that channel to you in writing before you ordered.
• Accounts suspended for breaking our Terms of Service, for example by sharing login details outside your household.

If your situation is not covered here, ask anyway. We look at every request individually.

How to request a refund

1. Email [email protected] with “Refund request” in the subject line, or message us on WhatsApp.
2. Include your order email or username, the date and amount of payment, the device you use and a short description of the problem.
3. We reply to confirm we have your request and may ask to try one more fix together.
4. We then confirm the decision in writing.

How long refunds take

Approved refunds are sent back to the payment method you used. Once we have issued it, the time until it appears on your statement depends on your bank or payment provider; for most cards this is between 5 and 10 business days. Card issuers in Canada may show a slightly different CAD amount than you paid because of exchange-rate movements between the payment and the refund dates.

When a refund is issued, the subscription it relates to ends.

Longer plans

For 6-, 12- and 24-month plans, a refund requested inside the refund window is handled under the same rules as any other plan. Outside the window, we may offer a partial refund or credit in exceptional situations at our discretion, for example if the service becomes permanently unavailable on your device.

Before you open a dispute

Please contact us before opening a chargeback or payment dispute. Disputes can take weeks to resolve, while most refund requests are settled directly with us much faster.