Refund Policy
Effective date: May 2026
1. 30-Day Money-Back Guarantee
All self-serve SaaS plans — GHG Reporting, Advisory-Supported Reporting, and any add-ons — include a 30-day money-back guarantee on your initial subscription.
How it works: If you subscribe and cancel within the first 30 days of your initial subscription start date, you are entitled to a full refund of any charges made during that period. The 30-day window is calculated from the date your card was first charged, not from your account creation date.
How to request: Cancel your subscription from Settings → Billing inside your account, then email info@smart-fenek.ae with your account email and the subject line “30-day refund request.” We will process your refund within 10 business days to your original payment method.
Exclusions:
- The guarantee applies to the first 30 days of your initial subscription only — it does not apply to renewals, plan upgrades, or re-subscriptions after a previous cancellation.
- Advisory-Supported Reporting and Full Advisory engagements where a consultation session has already commenced are not covered by this guarantee — see Section 4 below.
- If a final GHG report has been generated and downloaded as a PDF during the 30-day period, the refund right is forfeited for that billing cycle. Generating and downloading a final report constitutes substantive use of the service. Draft reports, in-progress data uploads, and methodology setup are not considered substantive use.
2. Monthly Subscriptions
Monthly subscription fees are billed in advance at the start of each billing cycle. Once a billing cycle has started and access has been used, we do not issue refunds for the remainder of that month outside the 30-day money-back window (Section 1). You may cancel at any time and will retain access until the end of the current paid period, at which point your subscription will not renew.
3. Annual Plans
If you are on an annual plan and cancel before the end of the subscription term, we will issue a pro-rata refund for any unused full months remaining after the cancellation date. Partial months are not refunded. Refunds are processed to the original payment method within 10 business days.
4. Advisory-Supported Reporting & Advisory Services
Fees for Advisory-Supported Reporting (AED 3,000/month) and Full Advisory engagements are non-refundable once a consultation session has commenced. If a session is cancelled by SmartFenek, a full credit will be applied to your account. The 30-day money-back guarantee in Section 1 applies to Advisory-Supported Reporting only if no consultation session has taken place during the first 30 days.
5. Disputes
If you believe you have been charged in error or have a billing dispute, please contact us at info@smart-fenek.ae with your account email and a description of the issue. We will respond within 2 business days. Disputes raised more than 30 days after the charge date may not be eligible for a refund.