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SmartVault Refund Policy

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Our primary goal at SmartVault is to make our customers happy so that they return month after month and year after year to enjoy all of the benefits that SmartVault offers. SmartVault offers several types of agreements, all of which are considered final sales and are non-refundable with certain exceptions.  Our refund policy is outlined below:

Subscriptions

  • Monthly Subscriptions: Can be canceled at any time, but no refunds or prorated amount will be given or credited. It is the account owner's responsibility to cancel

 

  • Annual/Multi-Year Subscription Purchase: A full refund is available for the core subscription service if done within 30 days of purchase. Add-on purchases are not refunded or credited at any time. After 30 days of purchase, however, no refund will be available.

 

  • Annual/Multi-Year Subscription Renewal:  A full refund is available for the core subscription service if done within 45 days of purchase. Add-on purchases are not refunded or credited at any time. After 45 days of purchase, however, no refund will be available.

 

  • Billing Errors: In the event of a billing error brought to our attention, SmartVault will refund 100% of the billing error after research by the billing team to confirm.  Billing errors more than 36 months old will not be refunded or credited.

 

  • Double Charge: In the event of a double charge by our billing system or processor, SmartVault will request a refund from our processor for 100% of the extra charge.

 

  • Add-Ons: Add-on purchases are not eligible for refunds or credits. Add-ons may include but not limited to QuickBooks company file licenses, seasonal licenses, e-signature/KBA envelopes and expanded data storage.

 

Services

  • Service Cancelled Prior to Work Initiation: 100% refund on services purchased if the refund request is received in writing within 30 days of purchase date.

 

  • Service Cancelled After Partial Completion: Within 30 days of purchasing a service and the service paid for has been started (but not completed) a 25% refund on services will be given if requested in writing.

 

  • Customer unavailable to Complete Service: If a service is unable to be completed due to the customer's inaction or unresponsiveness, no refund will be processed. We will document our efforts to reasonably complete the service.

 

  • SmartVault Unable to Complete Requested Service: If SmartVault is unable to perform the service requested, the account holder is entitled to a 100% refund on services purchase.

 

  • Double Charge: In the event of a double charge by our billing system or processor, SmartVault will request a refund from our processor for 100% of the extra charge.

 

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