Refund Policy
Last updated: 1 January 2026At Social Prysm we want you to be completely satisfied with your subscription. This Refund Policy explains when and how you can request a refund. It applies to all paid subscriptions purchased directly from Social Prysm Ltd via smhub.com.
1. 14-day money-back guarantee for new subscribers
If you are a new Social Prysm customer and you are not satisfied with the Services within the first 14 days of your initial paid subscription, you can request a full refund with no questions asked. This guarantee applies once per customer and is in addition to the 14-day free trial we offer before any charge is taken.
To qualify, the refund request must be made within 14 days of your first successful payment. Refunds under this guarantee are only available on your very first paid billing period — they do not apply to renewals, upgrades or additional subscriptions.
2. Annual plans
For annual plans, if you cancel within the first 30 days you will receive a full refund of the amount paid. After 30 days, we offer a prorated refund for the unused full months remaining on your subscription, less any discounts applied at purchase. For example, if you paid for 12 months upfront and cancel after 4 months, you will receive a refund equivalent to 8 months at the annual rate.
3. Monthly plans
Monthly plans are non-refundable after the initial 14-day money-back window. If you cancel a monthly plan, you will retain access to the Services until the end of your current billing period and will not be charged again. We do not issue prorated refunds for partial months.
4. Add-ons and one-off purchases
Add-ons (e.g., additional seats, extra storage) are non-refundable. One-off professional services such as onboarding or migration assistance are non-refundable once work has commenced.
5. How to request a refund
To request a refund, please email us at billing@smhub.com from the email address associated with your account and include:
- Your account email or workspace name.
- The invoice or payment reference.
- A brief reason for the refund (optional but helpful).
6. Processing time
Approved refunds are processed within 5 business days. The time it takes for the refund to appear on your statement depends on your bank or card issuer, typically 5–10 additional business days. Refunds are issued to the original payment method; we cannot refund to a different card or account.
7. Exceptions
We reserve the right to decline refund requests that, in our reasonable judgement, appear abusive or fraudulent — including repeated refund requests, violations of our Terms of Service, or refund requests made after extensive use of paid features.
8. Statutory rights
Nothing in this Refund Policy limits or affects your statutory rights as a consumer under UK or EU law. If you are a consumer based in the EU or UK, you may have a 14-day right of withdrawal under applicable consumer protection regulations.
9. Contact
If you have any questions about this policy or need help with a refund, email billing@smhub.com. We respond within one business day.