We want Institutions to be confident in choosing the SMIS Portal. This policy explains when fees paid to R & T SOLUTIONS can be refunded.
1. Trial and onboarding
Where a free trial or demo is offered, use it to confirm the Service fits your needs before paying. No charge applies if you cancel before the trial ends.
2. Cooling-off refund
If you are dissatisfied with a first-time subscription, you may request a full refund within 14 days of your first payment, provided you have not made substantial use of the Service (for example, bulk-imported student records or run live term operations).
3. After the cooling-off period
- Subscription fees for a billing period already started are generally non-refundable.
- If you cancel, access continues until the end of the paid period and the subscription will not renew.
- Annual plans cancelled mid-term are not refunded pro rata unless required by law or agreed in writing.
4. When we will refund
- Service failure: if the Service is materially unavailable or unusable for a prolonged period due to our fault and we cannot fix it within a reasonable time, we will refund or credit the affected portion of fees.
- Duplicate or erroneous charges: we will refund in full any amount charged twice or in error.
- Required by law: where consumer or data-protection law gives you a right to a refund.
5. What is not refundable
- Setup, data migration, training or customisation fees once the work has started or been delivered;
- third-party charges such as SMS bundles, domain names, or payment-provider fees already incurred;
- accounts suspended or terminated for breach of the Terms & Conditions; and
- unused portions caused by a User forgetting to cancel before renewal.
6. How to request a refund
- Email info@smis-portal.com from the account holder's email address.
- Include the Institution name, invoice or transaction reference, date of payment and the reason for the request.
- We will reply within 5 business days.
7. Processing
Approved refunds are returned to the original payment method (or by bank or mobile-money transfer where that is not possible) within 10 business days. Your bank or provider may take additional time to show the funds. Where we refund a payment, associated access for that period may end.
8. Changes and contact
We may update this policy; changes do not affect payments already made. Questions: info@smis-portal.com.