Refund & Cancellation Policy

Summary

• 14-day money-back guarantee on first-time paid subscriptions — no questions asked
• Free Package cancellation is free and immediate
• Annual plans can be cancelled within 30 days of renewal for pro-rata refund
• Monthly plans are non-refundable after 14 days, but you keep access until the end of the billing cycle
• Refunds are issued to the original payment method within 7 business days

1. 14-Day Money-Back Guarantee

If you are a new customer subscribing to any paid SmartBiashara plan for the first time, you may request a full refund within 14 calendar days of your initial payment. We will refund the full amount to your original payment method (mobile-money account, bank account, or card), minus any mobile-money operator fees or bank transfer fees charged by third parties, which we cannot recover.

To request a refund under the money-back guarantee, email billing@smartbiashara.com with your business name, subscription ID, and the email used at registration.

2. Free Package (Trial)

The Free Package is provided at no cost. You may cancel at any time by deleting your account from your account settings, or by emailing support@smartbiashara.com. Cancellation is immediate, and no refund is applicable (because no payment was made).

3. Monthly Plans (Starter, Basic, Standard, Enterprise Monthly)

Monthly subscriptions renew automatically every 30 days from your initial subscription date.

Within 14 days of payment: You may request a full refund under the money-back guarantee (section 1).

After 14 days: Monthly plans are non-refundable, but you may cancel at any time to stop future renewals. When you cancel, you retain access to your SmartBiashara account until the end of the current billing cycle, after which your subscription becomes inactive and your account reverts to the Free Package.

How to cancel a monthly plan:

• Log in to your account and go to Settings → Subscription → Cancel
• Or email billing@smartbiashara.com from your registered email

4. Annual Plans (Starter Yearly, Basic Yearly, Standard Yearly, Enterprise Yearly, Enterprise Pro)

Annual subscriptions renew automatically every 365 days from your initial subscription date.

4.1 First-time Annual Subscription

Covered by the 14-day money-back guarantee (section 1) — full refund within 14 days of first payment.

4.2 Annual Renewal — 30-Day Cooling-Off Window

Each time your annual plan renews, you have a 30-day cooling-off window from the renewal date to cancel for a pro-rata refund of the unused portion. For example, if you cancel 10 days into a new annual cycle, you will be refunded approximately 355/365 of the annual fee (less any third-party fees).

4.3 Mid-Year Cancellation

After the 30-day window, annual plans are non-refundable for the remainder of the cycle. You may cancel at any time to prevent renewal at the end of the cycle.

5. Plan Downgrades

You may downgrade from a higher plan to a lower plan at any time. The change takes effect at the end of your current billing cycle. We do not refund the difference for partial months or partial years when you downgrade.

If you downgrade because a feature you expected was not available, please contact support@smartbiashara.com — we will work with you to find a solution.

6. Plan Upgrades

When you upgrade from a lower plan to a higher plan, we charge the pro-rata difference for the remainder of your current billing cycle immediately. The new plan features are available instantly. Upgrades are non-refundable.

7. Service Outages & SLA

We target 99% monthly uptime. If SmartBiashara is unavailable for more than 5% of a billing month due to issues on our side, you may request a service-credit refund equal to the pro-rated downtime. This is your sole remedy for service unavailability.

Service-credit requests must be submitted within 30 days of the outage via support@smartbiashara.com.

8. How Refunds Are Issued

Approved refunds are returned to the original payment method:

• M-Pesa, Tigo Pesa, Airtel Money, Halopesa: refunded to the same mobile-money account within 7 business days
• Bank transfer: refunded to the same bank account within 7 business days
• Card (PesaPal / Flutterwave): refunded to the same card within 7–14 business days, depending on your card issuer

We do not deduct SmartBiashara fees from refunds. Third-party fees (mobile-money operator fees, bank charges) are non-recoverable and will be deducted from the refund amount.

9. Termination by Us

If we terminate your account for breach of our Terms (fraud, abuse, non-payment), you will not receive a refund for the unused portion of your subscription. We may, at our sole discretion, issue a pro-rata refund in exceptional circumstances.

10. Disputes

If you are unhappy with a refund decision, please contact legal@smartbiashara.com within 14 days of the decision. If we cannot resolve the dispute, you may pursue it through the Tanzania Mediation Centre or the courts of Tanzania, in accordance with our Terms.

11. Contact