Refund & Cancellation Policy – CableSmartPay

Last Updated: 22 September 2026

This policy explains how refund requests and payment-related cancellation requests are handled for CableSmartPay transactions.

1. Refund Requests

A refund request may be considered in situations such as:

• Duplicate payment for the same billing period
• A payment where the amount was successfully debited but the transaction was not reflected correctly
• An incorrect charge confirmed through the applicable billing or operator verification process
• Other payment situations where a refund is applicable under the relevant transaction or service policy

2. AutoPay and Recurring Payments

AutoPay is an optional recurring payment feature. AutoPay payments are processed according to the applicable authorization and payment schedule.

If you notice an unexpected payment, duplicate payment, or payment issue related to AutoPay, please contact CableSmartPay support with the relevant transaction details.

Refund eligibility for an AutoPay transaction will be reviewed according to the transaction details, applicable payment process, and relevant service policies.

3. Refund Review

Refund requests are reviewed based on the available transaction information and, where applicable, confirmation from the respective Local Cable Operator or payment service provider.

The result of the review will be communicated through the available support channel.

4. Refund Method

Where a refund is approved, it will normally be processed through the original payment method or through the applicable payment provider's supported refund process.

5. Refund Timeline

Once a refund is approved and initiated, the time taken for the amount to appear in the customer's account depends on the payment gateway, banking system, and payment method.

Customers will receive the applicable refund information through the support process.

6. How to Request a Refund

To request a refund, send an email to:

Please include:

• Registered mobile number
• Transaction reference, if available
• Payment date
• Amount paid
• A short description of the payment issue

7. Support