Refund policy

When we refund

• You were charged twice for the same payment.
• You were charged but the payment did not activate the plan or feature you paid for, and we cannot fix it within 3 working days.
• A school cancels a new plan within 14 days of first paying for it and has not yet run an exam on it.

When we do not refund

• Part of a plan period that has already been used, such as the rest of a term after exams have been run.
• Accounts suspended for breaking our terms and conditions.
• Charges made by your mobile network or bank, which we do not receive.

How to ask for a refund

School payments should be raised by the school admin. Parents can ask for a refund on their own payments. Include the payment reference, date and amount, and the phone number or card used.

How long it takes

We reply to every refund request within 5 working days. Approved refunds go back to the same mobile money account or card used to pay, through the same provider. The provider may take a few more days to show it on your statement.

Contact

Questions about this document can be sent to info@smartschools.tz.