PPactwall

SMARTY: what the terms promise customers

SMARTY's public terms include 6 promises that give customers money back, credit or compensation. Here is each one, with the deadline, what to send and the exact clause.

#64 of 77 UK companies#6 of 12 in Mobile networks · Fair
Promises found
6
Strongest promise
Compensation for service failures
Shortest deadline
14 days

The promises

Every promise in SMARTY's terms

CompensationNo deadline statedTakes a few steps

Compensation for service failures

Criteria are written down, so an agent can argue them.

“I believe I'm entitled to compensation but how do I ask for it?”SMARTY policy page, https://community.smarty.co.uk/discussions/general/little-or-no-service-for-10-days/43142
What to include: order id
CompensationNo deadline statedHarder to claim

Compensation for late PAC/STAC delivery

Entitlement is discretionary ('may be entitled') and requires SMARTY support to manually check the account and timing.

“If you have not received your PAC/STAC within 60 seconds from when the request is processed, you may be entitled for compensation. Please contact our support teams if you'd like us to check your account.”SMARTY policy page, Step 2: Request a PAC or STAC from us
What to include: account id, request timestamp, proof of non receipt
RefundNo deadline statedSimple to claim

Refund issued within 5-7 working days of approved cancellation

Once termination and refund are approved, the timeframe is a fixed automatic commitment tied to the original payment method with no further customer action needed.

“A refund will be issued back to the original payment method within 5-7 working days.”SMARTY terms, When will I get my refund?
What to include: account id, original payment method
Right to cancelNo deadline statedSimple to claim

Cancel anytime by switching off auto-renew

An agent with login access can toggle a single setting in the dashboard with no supporting documents needed.

“If you wish to cancel, you can do so at any time simply by switching off auto-renew in your dashboard or in our mobile app.”SMARTY policy page, Self-serve network section
What to include: account login
Right to cancelClaim within 14 daysTakes a few steps

14-day money-back guarantee to cancel new account

Termination can be self-served via dashboard if SIM is unactivated, but if the SIM has been activated the customer must chat with support to terminate and request the refund, requiring human interaction.

“Our 14-day money-back guarantee means you have the right to terminate your SMARTY account within the first 14 days of placing your order and only pay for what you've used.”SMARTY terms, 14-day money-back guarantee
What to include: account id, order date, usage records
RefundClaim within 40 daysTakes a few steps

Remaining credit balance disclosed before auto-closure

An agent would need to locate and interpret the specific 40-day pre-closure email to confirm the credit balance amount.

“We’ll send you an email 40 days before we close your account, which will include your PAC or STAC, and any remaining credit balance.”SMARTY policy page, Plan expiry and 220-day inactivity closure
What to include: account id, closure notice email

How to claim

Claiming from SMARTY, step by step

  1. Find the promise above that matches what happened, and note its deadline. The shortest here is 14 days.
  2. Contact SMARTY customer service in writing (email, web chat or their online form), so you have a record.
  3. Name the promise and quote the clause, and include: order id, account id, request timestamp, proof of non receipt, original payment method, account login.
  4. Keep the reply. If you are not happy with the answer, ask for their complaints process, which is set out in the terms.

Based on SMARTY's public terms and policy pages, read on 28 September 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.

Questions

SMARTY refunds and compensation: quick answers

Does SMARTY offer refunds or compensation?

Yes. SMARTY's public terms include 6 promises that pay out or give credit when something goes wrong, including: Compensation for service failures; Compensation for late PAC/STAC delivery; Refund issued within 5-7 working days of approved cancellation; Cancel anytime by switching off auto-renew.

How long do I have to claim from SMARTY?

It depends on the promise. The shortest deadline in the terms is 14 days, so claim as soon as you can. Each promise on this page shows its own deadline.

How does SMARTY rank in the Promise Index?

SMARTY has a Promise Score of 40 out of 100 (fair), ranking #64 of 77 UK companies and #6 of 12 in Mobile networks.