Refund Policy

We stand behind the quality of our remote support services. This Refund Policy governs the eligibility for refunds for subscriptions provided by ACR Enterprises LLC, doing business as Smart Entertainments (“Company,” “we,” or “us”).

1. Our Commitment to Satisfaction

We aim for every Client to be fully satisfied with their entertainment setup. If we are unable to resolve a covered, software-related issue after multiple attempts by our Express or Standard support teams, we will process a refund according to the terms below.

2. Refund Eligibility by Subscription Type

2.1 Monthly or quarterly Plans (1-Month or 3-Months Rolling)

Refunds for the initial 1-month plan are permitted under the following expanded conditions:

Time Limit: The refund request must be submitted in writing (via email) within three (3) days of the initial subscription start date.
Usage Limit: The Client must have utilized the Services for less than two (2) hours of total recorded support time during this initial 14-day period.

Refunds for the initial 3-month plan are permitted under the following expanded conditions:

Time Limit: The refund request must be submitted in writing (via email) within fourteen (14) days of the initial subscription start date.
Usage Limit: The Client must have utilized the Services for less than four (4) hours of total recorded support time during this initial 14-day period.

If both conditions are met, the Company will process a full refund of the initial monthly fee.

2.2 Fixed-Term Plans (6, and 12 Months)

Fixed-Term Plans are generally non-refundable due to the significant discount provided. However, we offer an extended grace period and a prorated refund option:

Condition	Refund Type
Initial Grace Period	Full Refund: Available if a written request is received within seven (7) days of the purchase date AND the Client has not initiated or used any support services.
Prorated Refund (After 7 Days)	Partial Refund: If the Client cancels after the 7-day grace period but before the end of the term, a refund for the remaining unused full months of the subscription may be provided. This refund will be calculated based on the original subscription fee minus the full price of all completed service months.

3. Non-Refundable Circumstances

No refunds will be issued under, but not limited to, the following circumstances:

Breach of Terms: Subscriptions terminated by the Company due to the Client’s violation of the Terms of Service (e.g., payment failure, fraud, or abuse of personnel).
Unsupported Issues: The inability to resolve an issue caused by physical hardware failure, water damage, or inherent internet service provider (ISP) connection issues, as these are explicitly excluded from our remote, software-based services.
Unused Service Time: Refunds will not be granted for the remaining portion of the current month in which a cancellation is requested. Refunds for prorated fixed-term plans are calculated only on full unused months.
Third-Party Costs: Any charges or costs incurred by the Client for third-party software, applications, or hardware purchased independently.

4. How to Request a Refund

To initiate a refund request, the Client must send an email to info@smartentertainments.com with the following details: Client Name and Account ID, Purchase Date and Subscription Plan, and a detailed reason for the refund request.

Approved refunds will be processed within fifteen (15) business days. Please allow additional time for the credit to appear on your payment statement, depending on your financial institution.