Refund & Cancellation Policy

I. Introduction

This Refund and Cancellation Policy (“Policy”) applies to digital balance top-ups provided by Smairthub (“Service Provider”), usage-based (token-based) billing, and the cancellation terms related to the use of Modules available on the Platform.

II. Nature of the service

Smairthub is an online software platform (“Platform”) that provides access to individual functional components (“Modules”) on a usage-based (token) billing model. By topping up a specified amount of money, the User purchases an internal USD-based balance, which the system converts into virtual tokens. The fees for running the Modules are deducted from this virtual token balance.

III. Balance top-up and refund rules

1. Balance top-up process

The User tops up their balance via secure online card payment (Stripe). Following a successful transaction, the tokens are credited instantly and automatically to the User’s account.

2. General prohibition of refunds

Given that the topped-up amount is immediately converted into a virtual token balance, any successfully topped-up and credited balance cannot be refunded, and cannot be exchanged back into cash or legal tender. The balance may only be used to access Modules running on the Platform.

3. Handling technical errors and faulty transactions

If a verifiable technical error occurs during the top-up process (e.g. Stripe charges the amount twice, or the balance is not credited despite successful payment), the User must report the issue without delay. The Service Provider will investigate the case and, if justified, refund the incorrectly charged amount via Stripe, using the same payment method as the original transaction.

IV. Token usage and billing complaints

1. Use of tokens

Virtual tokens are automatically deducted when the User starts running a selected Module (e.g. initiates the processing of a file).

2. Successful technical processing

If the Platform completes the technical processing in accordance with the specifications of the given Module and provides the result (e.g. a downloadable file or analysis), the deducted tokens cannot be refunded under any circumstances. The Service Provider is not liable for inaccurate results caused by faulty or poor quality data uploaded by the User.

3. Failed processing due to server-side error

If the execution of a Module fails due to a technical error within the Service Provider’s sphere of control, server downtime, or infrastructure malfunction, and the User does not receive the technical result, the Service Provider will, after investigating the incident, re-credit all used tokens to the User’s internal balance.

V. Cancellation and account termination

1. Cancellation of ongoing operations

As Module execution is an automated, real-time process, once started, an operation cannot be stopped or cancelled. When the process begins, the token deduction becomes final.

2. Deletion of the User account

The User may request the permanent deletion of their account at any time. Upon deletion, any remaining, unused virtual token balance in the account is forfeited and will not be refunded. The Service Provider recommends that the User use their entire balance before requesting account deletion.

VI. Statutory right of withdrawal (Consumer information)

Pursuant to Section 29 (1) m) of Government Decree 45/2014 (II. 26.) on the detailed rules of contracts between consumers and businesses, the User expressly acknowledges and agrees, when ordering the service (topping up the balance), that the Service Provider begins the provision of the digital content not supplied on a tangible medium immediately after payment.

As a consequence, following the successful balance top-up and token crediting, the User loses the 14-day right of withdrawal and termination without justification.

VII. Complaint handling

The User may submit complaints related to the balance, token billing or refunds via the official legal@smairthub.com email address or through the support / contact system available on the internal Platform interface. The Service Provider will review all complaints and provide a substantive response within a reasonable time.

VIII. Governing law

This Policy is governed by Hungarian law. Any disputes arising from this Policy shall fall under the exclusive jurisdiction of the Hungarian courts competent at the Service Provider’s registered seat.