Refund & Dispute Policy

Last updated: November 8, 2025

This Refund & Dispute Policy explains how SmartTeddy Inc (“SmartTeddy.ai”, “we”, “us”) handles billing disputes and potential refunds for Providers who purchase Leads through the SmartTeddy.ai platform.

1. Nature of Our Service

SmartTeddy.ai operates a pay-per-lead platform. Each charge corresponds to the delivery of a Lead containing contact details and intent information submitted by a user who has consented to be contacted for the selected service and region. Because each Lead constitutes a digital business opportunity that cannot be “returned,” all payments are generally non-refundable.

2. Eligibility for Review

You may request a review of a billed Lead within seven (7) calendar days of the charge date if you believe it meets one or more of the following criteria:

• The Lead’s contact information is invalid (e.g., disconnected number or undeliverable email).
• The Lead is clearly outside your activated specialisation × county.
• The Lead is a known duplicate previously billed to your account within the last 30 days.
• The Lead was demonstrably fraudulent or generated by an automated source.

Requests submitted after seven (7) days from billing will not be considered, as the data will have been released to your account and campaign metrics finalized.

3. How to Submit a Dispute

To dispute a Lead, email admin@smartteddy.ai with:

1. Your business name and account email.
2. The Lead reference ID(s) and charge date(s).
3. A clear explanation of the issue (e.g., invalid number, wrong region).
4. Any supporting evidence such as screenshots or call logs.

We will acknowledge receipt within two (2) business days and review the case. Investigations typically conclude within five (5) business days.

4. Outcomes

After review, SmartTeddy.ai may, at its sole discretion:

• Issue a credit to your SmartTeddy.ai account, automatically applied to future Leads; or
• Deny the dispute if the Lead meets all validity criteria.

Credits are non-transferable and have no cash value. We do not process direct cash refunds except in cases of proven duplicate billing or technical error.

5. Billing Errors

If a system or payment processing error results in a duplicate or incorrect charge, we will reverse or refund the affected transaction promptly after verification.

6. Chargebacks

Initiating a chargeback through your bank or card issuer without first contacting SmartTeddy.ai may result in suspension of your account. We reserve the right to contest chargebacks and to recover associated fees.

7. Modifications

We may revise this Policy from time to time. The latest version will be posted on this page with the updated date. Continued use of the Services after an update constitutes acceptance of the revised Policy.

8. Contact