Refund Policy

Last updated: 2 May 2026

Overview

This Refund Policy explains when and how you can request a refund for services purchased from Smile IT Solutions Ltd. It applies in addition to your statutory rights under UK consumer law and the terms of any specific service agreement.

Consulting and Professional Services

For one-off consulting engagements, AWS Well-Architected Reviews, health checks, assessments and similar fixed-scope work:

• Before work commences: a full refund is available if you cancel within 14 days of purchase, provided no deliverables have been issued.
• After work commences: refunds are calculated pro-rata based on the work completed and any expenses incurred on your behalf up to the cancellation date.
• After deliverables are issued: the engagement is considered complete and refunds are not available, except where required by law.

Managed Services Subscriptions

For ongoing managed services (CloudStart, CloudGrow, CloudScale and similar monthly subscriptions):

• Subscriptions may be cancelled at any time with 30 days' notice. Service continues until the end of the current billing period.
• Refunds are not provided for partial months once service has been delivered for that period.
• Annual subscriptions paid upfront may be refunded pro-rata for unused months if cancelled in writing.

Cloud Infrastructure Costs

Pass-through Amazon Web Services costs and third-party software licences billed through Smile IT Solutions are non-refundable once incurred, as these are paid directly to the underlying provider.

Free Tools and Resources

Our free tools (savings calculators, readiness assessments) and free Cloud Health Check consultations carry no charge and are therefore not eligible for refunds.

How to Request a Refund

To request a refund, email hello@smileitsolutions.uk with:

• Your invoice number and date of purchase
• The service the refund relates to
• The reason for your request

We will acknowledge your request within 3 working days and complete our review within 14 working days. Approved refunds are issued to the original payment method.

Disputes

If you are not satisfied with the outcome of your refund request, please contact us at hello@smileitsolutions.uk and we will work with you to resolve the matter. This policy does not affect your statutory rights under UK consumer law.

Governing Law

This Refund Policy is governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact

For any questions about this Refund Policy, please contact hello@smileitsolutions.uk.