Refund Policy

All payments made for our Services are deemed final once confirmed, except as expressly provided in this policy. By making a payment, the client acknowledges and agrees that the Company incurs administrative, processing, and scheduling costs immediately upon engagement.

1. Subscriptions are billed quarterly and cover six (6) sessions of two (2) hours each.

2. Clients who wish to cancel within the first 72 hours of payment may request a refund only if no session has been booked or attended. An administrative fee of 5% will be charged, and the client shall bear all payment processing fees incurred during the refund process.

3. Once at least one session has been scheduled or used, refunds are not permitted; however, unused sessions may be rolled over for up to six (6) weeks after the 12-week subscription period.

4. In exceptional circumstances (e.g., verified medical or force-majeure events), the Company may, at its sole discretion, offer store credit or session rescheduling.

1. Quarterly or annual plans are billed in advance.

2. Refunds are not available once a billing cycle has commenced, due to ongoing accounting and compliance work.

3. Clients may terminate renewal by providing written notice at least 14 days before the next billing cycle.

4. If termination occurs mid-cycle, the plan remains active until the current period ends.

5. Where the Client engages the Company to account for prior or historical records, fees are treated as standalone projects, billed in advance, and non-refundable.

1. Payments for consulting calls and standalone projects are non-refundable once booking confirmation or preparatory work begins.

2. Requests for rescheduling must be made at least 48 hours in advance of the scheduled time.

3. Where the client is late for their appointment, without adequate communication, no additional time shall be allowed beyond the already established meeting schedule.

4. A client is classified as a “no-show” if they are more than thirty (30) minutes late without communication.

5. “No-show” appointments can be rescheduled, with the new duration being thirty (30) minutes less, to account for the loss borne by the consultant as a result of the missed appointment.

6. In the event that a consultant offers a period of grace to a client who is running late for the session, and the client does not arrive within thirty (30) minutes of the grace period, the session will be classified as “closed” and  cancelled. No refunds will be issued and the client may schedule another session.

1. These are non-refundable once payment is received, as funds are immediately applied toward government fees, filings, and third-party costs.

2. If a client mistakenly pays for the wrong service, they must notify us in writing within 45 minutes of payment. At the Company’s discretion, the amount may be converted to store credit or applied toward a different eligible service.

3. No refunds (cash or credit) will be issued once documentation or filings have been initiated.

1. Retainer arrangements may be project-based or annual, as specified in the client’s engagement letter or agreement. All retainers are billed in advance and credited toward ongoing or future services in accordance with these Terms.

2. Project-based retainers are non-refundable once payment is received, as resources, scheduling, and personnel are allocated immediately upon confirmation.

3. If the Company cancels or discontinues a project before commencement or completion for reasons not attributable to the Client, a full or partial monetary refund may be issued at the Company’s discretion to the same-name account from which the original payment was made.

4. Annual retainers may be canceled by the Client within sixty (60) days of the start of the retainer period. In such cases, the following will apply:

• The Company will calculate the utilized portion of the retainer by rounding up to the nearest quarter (three-month block), regardless of the exact day of cancellation.

• A fifteen percent (15%) administrative fee will be deducted from the remaining (unused) prorated value of the retainer.

• The balance, after applying the utilized quarter and administrative deduction, will be issued as transferable store credits, valid for use toward other eligible services or projects within the same retainer cycle (i.e., twelve months from the original start date).

• No monetary refunds will be issued for annual retainers unless canceled by the Company for reasons unrelated to the Client.

Example: If a Client cancels an annual retainer on day 32, the utilized portion will be counted as one (1) quarter. The remaining three (3) quarters will be prorated, and after deducting a 15% administrative fee, the Client will receive transferable credits equal to the adjusted value of those remaining quarters.

Unused credits issued under this clause will automatically expire at the end of the original twelve-month retainer cycle and cannot be rolled over or converted to cash.

Where a refund or store credit is approved:

1. Refunds for payments made via payment gateway will be processed through the original payment channel within 3-5 business days of receiving the request for refund. The timeline for the completion of the refund process after approval is dependent on the payment and card processors, usually within 40 business days. We do not control, and cannot influence this process.

2. Credits issued (except for retainers) are transferable, valid for 18 months, and may be applied to any eligible service.

3. For security, fraud-prevention and AML reasons, refunds for payments made via direct cash deposits or bank transfers may only be issued as transferable store credits.

4. If the refund arises due to the Company’s inability to continue a project, a confirmed cancellation by the Company, or any fault directly attributable to the Company, a monetary refund may be issued to the same account name as the original payer. Refunds cannot be processed to a different individual, business, or third-party account, in compliance with Anti-Money Laundering (AML) regulations.

These measures ensure compliance with internal KYC/AML policies and protects both parties from fraud or misappropriation risks.

1. Initiating a payment dispute or chargeback without first contacting the Company for resolution may result in suspension of services and may be considered a breach of contract.

2. The Company reserves the right to recover all associated costs, including bank fees and legal expenses.

If services are disrupted due to circumstances beyond our control (including natural disasters, government restrictions, or system outages), affected sessions or projects may be rescheduled or credited at the Company’s discretion.

Modifications to Terms.

The Company reserves the right to amend or update these Terms, including the Privacy and Refund Policies, at any time and at its sole discretion. Updates will be posted on the Platform with the revised “Effective Date.” Continued use of the Platform or Services after such changes constitutes acceptance of the revised Terms.

Severability.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

Entire Agreement.

These Terms constitute the entire agreement between the parties regarding the subject matter herein and supersede all prior or contemporaneous communications, proposals, or representations, whether oral or written.

No Waiver.

Failure by the Company to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.

Contact Information.

For questions, complaints, or legal notices, please contact:

SME Pantry Ltd

Attn: Legal & Compliance Department
Email: legal@smepantry.com

Effective Date.

These Terms of Service, Privacy Policy, and Refund Policy were last updated and are effective as of Monday, 13 October 2025.