SmartPawIQ Refund & Return Policy

We genuinely care about your experience and want every customer to feel confident when shopping with us. If something isn’t right, please contact us first — our support team will make it right quickly and fairly.

PART A — DIGITAL SUBSCRIPTION

Subscriptions can only be modified or canceled within 2 hours of being placed. After that, we begin processing and can no longer modify or cancel it.

Trial purchases are eligible for a full refund within 30 days of purchase if all of the following conditions are met:

•       First-time trial user

•       No previous trial refunds on any account

•       No terms of service violations

•       Request submitted through official channels

Regular subscriptions are not eligible for refunds except in the following specific cases:

Service Unavailability

•       Documented downtime exceeding 24 consecutive hours

•       Not caused by scheduled maintenance or force majeure events

Technical Issues

•       Platform bugs preventing core feature access

•       Must be reported within 30 days of the charge

•       Must be verified by our technical team

Billing Errors

•       Duplicate charges

•       Incorrect amount charged

•       Unauthorized transactions

Legal Requirements

Refunds may be issued as required by applicable laws in your jurisdiction.

The following are explicitly not eligible for refunds:

•       Partial or unused subscription time after cancellation

•       Plan downgrades

•       Feature unavailability during scheduled maintenance

•       Change of mind or no longer needing the service

•       Failure to cancel before renewal

To submit a refund request, contact us through any of the following channels:

•       Help Center: https://smartpawiq.com/help

•       Email: info@smartpawiq.com

Please include the following in your request:

◦       Account email address

◦       Transaction details

◦       Reason for refund

◦       Supporting documentation if applicable

Processing time: 3 business days.

6.1 Supported Currencies

We process payments in local currency for the following regions:

•       United States (USD)

•       European Union (EUR)

•       United Kingdom (GBP)

•       Canada (CAD)

•       Australia (AUD)

For all other regions, charges will be processed in USD.

6.2 Currency Conversion

•       Exchange rates are determined by your bank or card issuer

•       Any currency conversion fees charged by your bank are not refundable

•       Currency conversion charges are separate from our service charges and are not controlled by SmartPawIQ

Note: While we do not charge additional fees for currency conversion, your bank or card issuer may apply their own conversion fees. Please check with your financial institution for details about their international transaction policies.

PART B — PHYSICAL PRODUCTS

We stand behind every product we sell. We offer a 30-day return or free replacement policy, starting from the day your order is delivered, subject to the following conditions:

•       The item must be unopened and unused to protect the health and safety of all our customers

•       It must be shipped back with a tracking number directly to one of our designated warehouses

•       You must provide a receipt or proof of purchase

Please note:

◦       Customers are responsible for return shipping costs

◦       Shipping fees are non-refundable

◦       Returns sent to intermediary shipping facilities (not our authorized warehouses) are not eligible for refunds

To begin a return, contact us at info@smartpawiq.com. If approved, we will send you the return address and step-by-step instructions.

Do not send returns without prior approval — they will not be accepted.

Lost Package

If your package is lost during transit, we will either re-dispatch your items or provide a complete refund. We do not take responsibility for lost, misplaced, or undeliverable packages caused by incorrect address information provided by the customer.

Stolen Package

If your order has been stolen, we offer two alternatives:

•       Reshipment (a reshipment fee will be required)

•       Partial refund (contact info@smartpawiq.com to initiate the refund process)

Unsatisfied with Your Purchase

If you are less than fully satisfied with your purchase, please reach out to info@smartpawiq.com and provide photos of the product(s). We will respond with the best solution within 24–48 hours.

We proudly stand by the Neuman™ devices. This guarantee applies to verified customers who have completed the full 90-day usage period.

To qualify, the customer must meet all of the following criteria:

•       Devices must be used as instructed for 90 consecutive days, following all product guidelines

•       A verifiable proof of consistent use (photos, receipts, or usage log) is required

•       Requests must be submitted within 7 days after the 90-day period ends

Note: This guarantee is designed to protect genuine users and maintain the integrity of our program.

If something isn’t right — defective item, damaged in transit, or missing any parts — email us within 30 days of receiving your order and we will send a free replacement.

Note: Our after-sales service is applicable only once per order.

For any assistance, please reach out via email at info@smartpawiq.com. If you don’t receive a response, please check your spam folder. We typically respond within 24–48 hours.