Refund & Cancellation Policy

This policy explains when you can cancel work with Smart Demand Unipessoal Lda, what you are charged, and how refunds are paid. It forms part of our Terms of Service and applies to every engagement.

1. Cancelling before work starts

If you cancel after accepting a proposal but before we have started work, you receive a full refund of any deposit or advance payment. Nothing is retained.

2. Cancelling a project in progress

You may cancel a fixed-scope project at any time by writing to hello@smartdemand.xyz. Cancellation takes effect on the day we receive your notice.

We will send you a final statement within 5 business days setting out the work performed up to that date and any third-party costs we had already committed on your behalf, such as licences or cloud resources. Then:

• If you have paid more than that amount, we refund the difference.
• If you have paid less, we invoice the balance, payable within 15 days.

We will hand over all work completed and paid for, in a usable form, at no extra charge.

3. Cancelling time-and-materials work

Time-and-materials work can be stopped at any time with immediate effect. You are billed only for hours already worked, evidenced by a timesheet we provide on request. There is no cancellation fee.

4. Cancelling ongoing support

Ongoing support runs on a monthly term. Either party may cancel with 30 days' written notice. Support is invoiced in advance, so the current month is served out and no further invoice is issued. We do not auto-renew you into a longer commitment, and we send a reminder before each renewal.

If you cancel a month that has been paid but not yet started, that month is refunded in full. Unused hours within a month that has already run do not carry over and are not refundable, because the capacity was reserved for you.

5. If the work is not right

If a deliverable does not materially match what the proposal described, tell us within 30 days of delivery. We will correct it at our own cost within a reasonable time. If we cannot bring it into conformity, we will refund the fees paid for that deliverable in full.

We stand behind our work. If something has gone wrong, contact us before raising a dispute with your bank; in almost every case we can resolve it directly and faster.

6. What is not refundable

• Work already performed and delivered in accordance with the agreed proposal.
• Third-party costs we have already paid on your behalf and cannot recover, such as domain registrations, software licences and non-refundable cloud commitments. We list these separately on every invoice so they are never a surprise.
• Reserved capacity in a support month that has already begun, as set out in section 4.
• Changes of mind about work you approved and accepted more than 30 days earlier.

7. How to request a refund

Email hello@smartdemand.xyz with the invoice number and a short description of what you are asking for. You do not need a special form.

We acknowledge every request within 1 business day and give you a decision within 5 business days. If we decline, we explain why in writing and set out what we can offer instead.

8. How refunds are paid

Approved refunds are issued within 10 business days of approval, to the original payment method, in euro (EUR).

• Card payments are refunded through Stripe to the card used. Your bank typically takes a further 5 to 10 business days to show the credit.
• SEPA Direct Debit and bank transfers are returned to the originating account, normally within 3 business days of being sent.

We do not charge a fee to process a refund and we do not deduct payment processing costs from the amount returned to you. Where a refund relates to an invoice that carried VAT, we issue a credit note for the VAT as well.

9. Payment disputes and chargebacks

If you believe a charge is wrong, please contact us first at hello@smartdemand.xyz. We will investigate and reply within 5 business days, and we will refund promptly where a charge was made in error.

Raising a chargeback with your bank before contacting us usually takes longer than resolving it with us directly, and it locks the disputed amount until the bank decides. We would rather fix it. If a dispute is raised, we will provide the payment processor with the proposal, the correspondence and the delivery record for the engagement.

10. Business customers

Smart Demand supplies services to businesses and other organisations, not to consumers. The statutory 14-day right of withdrawal for distance contracts under Decreto-Lei n.º 24/2014 applies to consumers and does not apply to business engagements. The cancellation rights in this policy are given by us contractually and apply to all clients.

11. Contact

Smart Demand Unipessoal Lda, Avenida Cidade de Bratislava, 7, 1950-440 Lisboa, Portugal · hello@smartdemand.xyz · +351 910 266 132