Refunds and disputes

When you buy from a shop on Smyl, your contract is with the shop, not with Smyl. Smyl sends the receipt but isn’t part of the sale. So if something is wrong, faulty or not what you paid for, ask the shop first. Your receipt in the app shows what you bought and when.

Your rights as a consumer, for example under the Consumer Rights Act 2015, are against the shop. The Terms of use explain how paying works.

• A shop can refund a Pay by Bank payment through Smyl for up to 120 days after the sale.
• A refund through Smyl is always for the full amount you paid by bank.
• The money goes from the shop’s bank account back to the account you paid from, through our payment provider.
• Your receipt in the app updates to show the refund, and we let you know.

If the shop and you agree on part of the money back instead, the shop can arrange that with you directly, outside Smyl.

If you paid by cash or card and the shop sent you a receipt on Smyl, the shop refunds you the same way you paid: cash back, or a refund to your card. Smyl can’t refund a cash or card payment, because the money never went through Smyl.

When a Pay by Bank purchase is refunded:

• Any points you spent on it come back to your balance.
• The points it earned are taken back.

A Pay by Bank payment is a bank transfer that you approve in your own banking app. Bank transfers don’t come with the chargeback protection that card payments have. That’s why it matters to check the shop’s name and the amount before you approve, and why your first step is always the shop.

If a shop won’t sort something out, tell us. In the app, go to Account, then Contact us, and choose “Payment problem”. Or email hello@smylpay.com. We’ll look at what happened and take it up with the shop.

We can’t refund you ourselves, because Smyl never holds the money. Shops agree to our Merchant agreement, which asks them to deal with refunds fairly, and we act if a shop doesn’t.

If you think you’ve been tricked into paying, or a payment you didn’t make has left your account, contact your bank straight away. Banks have their own rules for helping people who have been scammed, and acting quickly helps.

Then tell us too, so we can check the shop and protect other people.

Find the payment in Transactions in your Back office and refund it, up to 120 days after the sale. Owners and managers can refund. The money goes back to your customer’s bank, any points are put right, and their receipt updates. The Merchant agreement sets out what you agree to.

Email hello@smylpay.com, or use our contact form.