Refund Policy
Smart Wave is committed to providing transparent and fair refund procedures for all our crowdfunding platform services
General Policy Overview
At Smart Wave, we understand that circumstances can change, and we've designed our refund policy to be both fair and flexible. Our policy applies to all transactions processed through our crowdfunding platform, including campaign contributions, premium memberships, and additional services. This policy has been updated for 2025 to reflect current payment processing standards and customer protection requirements.
We believe in building trust within our community, which means being transparent about when and how refunds are processed. Different types of transactions may have varying refund eligibility criteria, processing times, and procedures. We encourage all users to review this policy carefully before making any financial commitments on our platform.
Refund Eligibility Criteria
Campaign Contributions
Contributions to active campaigns are eligible for refunds within 48 hours of the transaction. After this period, refunds depend on the campaign's specific terms and current funding status. Successful campaigns that have reached their funding goals typically cannot offer refunds after the campaign closes.
Premium Memberships
Premium membership fees are fully refundable within 14 days of purchase if no premium features have been actively used. Partial refunds may be available for annual memberships cancelled within the first 30 days, calculated on a pro-rata basis.
Platform Services
Additional services such as promoted listings, analytics packages, and consultation services are refundable within 7 days if the service has not been delivered or if there are documented technical issues preventing service delivery.
Processing Fees
Payment processing fees are generally non-refundable due to third-party payment processor policies. However, in cases of platform error or unauthorized transactions, we will work to recover all fees including processing costs on behalf of the affected user.
Refund Process Timeline
Submit Refund Request
Contact our support team through your account dashboard or email us directly at contact@smartwave.com. Include your transaction ID, reason for refund, and any supporting documentation. Our team will acknowledge your request within 24 hours.
Request Review & Verification
Our refund team will review your request against our policy criteria and verify transaction details. This process typically takes 2-3 business days. We may contact you for additional information or clarification during this period.
Decision & Processing
Once approved, refunds are processed within 5-7 business days. You'll receive confirmation via email with tracking information. The actual time for funds to appear in your account depends on your payment method and financial institution.
Completion & Follow-up
After processing, we'll send you a final confirmation with transaction details. If you don't see the refund in your account within the expected timeframe, our support team will work directly with payment processors to resolve any delays.
Special Circumstances & Exceptions
Certain situations may warrant special consideration outside our standard refund policy. These include platform outages during critical campaign periods, payment processing errors, unauthorized account access, or cases where campaign creators violate our terms of service. We evaluate each special circumstance on a case-by-case basis.
For campaigns that fail to deliver promised rewards or become inactive without explanation, we may facilitate refunds even beyond normal timeframes. However, backers should understand that crowdfunding inherently involves risk, and not all campaigns will be successful in delivering their promised outcomes.
Important Notice
Refund processing times may vary during peak periods or holidays. International transactions may require additional processing time due to banking regulations. We recommend keeping records of all transactions and communications related to refund requests for your records.
Need Help with a Refund?
Our customer support team is here to help you through the refund process. We're committed to resolving your concerns quickly and fairly.