Refund & Return Policy

1. Scope of this policy

This policy applies to SmartISPBD platform subscription payments made directly to MHM Soft IT Solutions. Payments collected by an ISP from its own customers, including PPPoE, Hotspot or voucher payments, are governed by that ISP’s own policy and are not SmartISPBD platform-subscription payments.

2. No physical returns

SmartISPBD is a digitally delivered software service. No physical item is shipped, so a product-return process does not apply. “Return” in this policy means cancellation of an eligible digital order before substantial activation or use.

3. When a refund may be approved

A refund may be considered after payment verification when:

• The same subscription was charged more than once for the same intended billing cycle.
• Payment was captured but the subscription was not activated because of a confirmed SmartISPBD system error, and we could not activate it within a reasonable support period.
• An incorrect amount was captured compared with the confirmed order.
• A refund is required by applicable law or is otherwise approved by MHM Soft IT Solutions after review.

4. Normally non-refundable situations

Except where applicable law requires otherwise, refunds are normally not available when:

• The subscription has been activated and the platform, connected services or included resources have been used.
• You change your mind after activation, no longer need the service or fail to use an available subscription.
• Service is affected by your internet connection, router configuration, invalid credentials, third-party gateway, SMS/email provider or another system outside our control.
• Access is restricted because of expiry, non-payment, prohibited use or breach of the Terms & Conditions.
• A renewal was correctly processed for the package and cycle that you selected or authorized.

5. Request window and required information

Please submit a refund request within 7 calendar days of the relevant transaction. A shorter mandatory provider deadline may apply to some payment channels.

Include the account or Admin ID, payer name, payment date, amount, transaction/reference ID, reason for the request and safe supporting evidence. Never send a wallet PIN, OTP, full card number or account password.

6. Review and processing

We will verify the payment, subscription status, activation history and relevant logs. Submitting a request does not guarantee approval. We may offer correction, service activation or account credit when that fully resolves the issue and you agree.

Approved refunds are normally returned through the original payment method where supported. Provider and banking processing times are outside our control; after approval, settlement may take approximately 7–10 business days.

7. Cancellation

You may choose not to renew a subscription. Cancellation prevents a future manual renewal but does not normally produce a prorated refund for an already activated term. Your data is handled according to the Terms & Conditions and Privacy Policy.

8. Chargebacks and disputed payments

Contact support first so we can investigate. A chargeback or payment dispute may place the related subscription on hold while the transaction is reviewed. Fraudulent disputes may lead to account restriction and recovery of permitted costs.

9. Contact for a refund request

Send a refund request through the official support channel shown below. We will communicate the decision to the verified account email or another verified contact method.