Refund & Cancellation Policy
Last updated: October 27, 2026
SMART is the brand of SMARTHND AGENCY LLC, an Illinois limited liability company ("SMART," "we," "us"). This policy explains how you pay, how to cancel a SMART service, and when you can get your money back.
Summary
- Monthly plans have no minimum term and no cancellation fee. Cancel anytime with 30 days' notice by email to contact@smarthnd.com.
- Monthly fees aren't refunded once a month has been billed, including partial months, except as this policy says.
- Setup fees are fully refundable until we show you the first draft (first preview) of your website or bot. After that, they're not refundable. If SMART can't deliver through its own fault, you get a pro-rata refund.
- Bot guarantee: if your bot doesn't pass the 80% test in its first 60 days, we refund one full monthly fee.
- Refunds go back the same way you paid, in the same currency, for the full amount.
- Problem with a charge? Email us first. We can usually fix it faster than a bank dispute.
1. What this policy covers
This policy applies to everything you buy from SMART: websites (setup plus the monthly hosting and maintenance plan), WhatsApp and Messenger AI bots (setup plus monthly plan), digital marketing and social media content, AI videos, and our packages (Starter, Growth and Premium). It applies to clients in Honduras and in the United States.
Your price is the one in your quote, pro forma or invoice, or at the Stripe checkout we send you. If you signed a SMART service agreement, that agreement controls if it conflicts with this policy. Nothing in this policy limits any right the law gives you that can't be waived.
2. How you pay
- Card, through Stripe (Stripe Checkout or a Stripe invoice). Stripe collects your card details; SMART never sees or stores your full card number. US clients pay by card in US dollars, and the card is saved so monthly fees can be charged automatically under the authorization you gave us.
- Clients in Honduras can also pay by bank transfer or deposit to SMART's account, or in cash against a receipt signed by SMART.
3. Cancelling a monthly plan
3.1 No minimum term. All monthly plans are month to month. There is no minimum term, no early-exit fee and no cancellation fee.
3.2 How to cancel. Email contact@smarthnd.com with the subject "Cancel my SMART plan" and your business name. You don't need to give a reason. Email is the only official way to cancel. A WhatsApp or other chat message doesn't count as notice. If you write to us on WhatsApp, our automated assistant will ask you to send the email so there's a clear record.
3.3 When it takes effect. The 30-day notice starts the day we receive your email. Your service and billing end at the close of the billing month in which the 30 days end, and the monthly fees up to that date are still owed. Your last monthly charge (or pro forma) is the one on the 1st of that month. We confirm every cancellation by email within 2 business days, with your end date and your last charge.
| Email received | 30 days end | Service ends | Last monthly charge | No charge on |
|---|---|---|---|---|
| Oct 1 | Oct 31 | Oct 31 | Oct 1 | Nov 1 |
| Oct 20 | Nov 19 | Nov 30 | Nov 1 | Dec 1 |
3.4 Cancelling before launch. No monthly fee is charged before launch. If you cancel during the build, Section 5 applies to the setup fee.
3.5 What happens at the end. On the end date, the bot stops and the services SMART hosts are switched off. Within 15 business days we send you an export of your leads and conversations and your content (texts, photos, final videos and delivered posts). Your Google Business Profile, Facebook and Instagram pages and WhatsApp number always stay yours. We never hold your accounts or data back, even if a payment is late.
4. Monthly fees
- Monthly fees start on launch day. The first partial month is prorated to the end of that month. US clients: it's charged to your saved card on launch day, and then automatically on the 1st of each month. Honduras: we send a pro forma on launch day (payable within 5 days), and then on the 1st of each month. Monthly fees are due by the 5th.
- Once a month has been billed, its fee isn't refundable. We don't give refunds or credits for partial months, unused updates, posts or messages.
- Exceptions: (a) the bot guarantee (Section 6); (b) a charge made by mistake or charged twice (Section 11); (c) if SMART fails to provide the monthly service through its own fault, we credit or refund the affected part of that month; (d) when the law requires a refund.
- Third-party costs we pay for you at cost (for example ad budgets or Meta fees) are refunded only to the extent the third party refunds them to us.
5. Setup and build fees (websites, bots, packages)
5.1 Before the first draft: full refund. If you cancel before we show you the first draft (the first preview of your website or bot on a SMART preview link), we refund 100% of the setup payments you made. We send the first draft by email or WhatsApp, so the date is clear.
5.2 After the first draft: not refundable. Once we've shown you the first draft, setup payments are non-refundable, because they pay for design, writing, bot training and setup work already done for you.
5.3 How setup is paid.
- United States: setups of $1,000 or more are paid 50% at signing and 50% when you approve the preview, before launch. Setups under $1,000 (such as Starter) are paid 100% at signing through Stripe Checkout. Sections 5.1 and 5.2 apply to the full amount paid.
- Honduras: 50% at signing and 50% when you approve the preview, before launch, for every package including Starter (or the payment plan in your pro forma, if we offered one).
- Each payment follows Sections 5.1 and 5.2. A later payment is only due if the work continues, or if you've delayed content or approvals we asked for in writing for more than 30 days (the delay rule in your agreement). Nothing goes live until the setup is paid in full.
5.4 If SMART can't deliver. If SMART can't deliver the setup work through its own fault, we refund the setup fees you paid in proportion to the work not delivered. This doesn't apply when the delay comes from missing content, approvals or account access on your side, or from a decision by a third-party platform (for example a Meta account block).
6. Bot guarantee (Growth, Premium and any other plan that includes a SMART WhatsApp bot)
In the 60 days after launch, the bot has to answer at least 80% of the agreed repetitive question types with no person involved, measured against a 30-day baseline. If it doesn't, SMART refunds one full monthly fee (your regular monthly fee, not the prorated first charge). How it's measured:
- At kickoff, we agree with you in writing on a list of repetitive question types (prices, hours, location, availability and so on).
- Baseline: how many questions of those types came in during the 30 days before launch and were answered by your staff by hand.
- Result: in the 60 days after launch, the share of questions of those types that the bot answers with no person involved, as logged in SMART's dashboard.
The guarantee applies only if you sent us the information we asked for (menu, prices, hours and so on) and kept the bot connected. Starter has no bot and no guarantee. To claim it, email contact@smarthnd.com within 15 days after day 60.
7. Videos and one-off work
Single videos, video packs and other one-off jobs are fully refundable until we show you the first version. After that, the work delivered isn't refundable. In a pack, videos we haven't started yet are refunded at the pack's per-video price.
8. Late payments and suspension
- If a monthly fee isn't paid by the 5th, a one-time late fee of 5% of the overdue amount is added for that month, where the law allows, as set out in your agreement.
- We send a reminder and written notice before suspending. From day 15 overdue, the service (updates, content, ads work and the bot) is suspended until the account is paid. Suspension doesn't cancel what's owed or end the plan.
- Service resumes within 2 business days after the overdue balance is paid. There is no reactivation fee.
- No refund or credit is given for time a service is suspended for non-payment. Your own accounts, content and customer data are never withheld.
9. How to request a refund
Email contact@smarthnd.com with the subject "Refund request." Include your business name, the date and amount of the payment, how you paid, and the reason. For card payments, send only the last 4 digits of the card, never the full number. Please ask within 30 days of the charge or payment (charges made by mistake or twice: any time we can verify them; guarantee claims: Section 6). We reply within 2 business days with a decision or any questions.
10. When and how you get your money back
- We process approved refunds within 10 business days of approval.
- Refunds go back the same way you paid:
- Card (Stripe): to the same card. Your bank usually takes 5 to 10 business days to show it.
- Bank transfer or deposit: by transfer to the same account the payment came from, in your name or your business's name.
- Cash (Honduras): in cash, against a receipt you sign.
- If the original method is no longer available (for example, a closed account), we agree with you in writing on another way to send the refund, to an account in your name or your business's name. We don't refund to third parties.
- We refund in the same currency you paid in (lempiras or US dollars), for the same amount, without exchange-rate adjustments.
- Fees: you get back the full amount you paid. SMART covers its own card-processing and bank fees. We can't control fees your own bank may charge to receive a transfer.
11. Billing errors, disputes and chargebacks
- If you see a charge you don't recognize or think is wrong, please email us first at contact@smarthnd.com. We'll look into it within 2 business days and refund in full any amount charged by mistake or charged twice.
- Card charges from SMART appear on your statement as SMARTHND.
- You keep all your rights with your bank or card issuer. If you open a dispute (chargeback), we'll answer the bank with our records (your quote or agreement, your authorization, invoices and delivery records). While a dispute is open, we may pause work on the disputed service.
- Opening a dispute doesn't cancel your plan. To cancel, follow Section 3.
12. Changes to this policy
We may update this policy. The "Last updated" date at the top shows the current version. Changes apply to purchases and billing periods after that date. We'll tell active clients by email at least 30 days in advance about any change that reduces their refund or cancellation rights. If this policy and the Spanish version differ, the version in the language you used with us controls.
13. Contact
SMART · SMARTHND AGENCY LLC Email: contact@smarthnd.com · Phone / WhatsApp: +504 9227-4733 · https://smarthnd.com Política de reembolsos (español)