ScotSMART Limited (SC679217)
Refund & Cancellation Policy
Version 1.0 - 28/09/2026
This is a plain-English summary of how deposits, cancellations and refunds work. It's written to be honest about what we can and can't refund, not to catch anyone out - if in doubt, call us and ask.
1. Scope
This policy applies to all bookings made with ScotSMART Limited (SC679217) across every brand we operate (Business IT Glasgow, Fix My IT Glasgow, Glasgow Tech Support, My Glasgow IT, Small Business IT Glasgow, Trusted IT Scotland, Simple WiFi Glasgow, Simple WiFi Scotland, Business WiFi Glasgow, and ScotSMART itself). It sits alongside our Terms and Conditions and does not replace your other legal rights.
2. Payment structure
Most jobs are booked with a deposit paid upfront and the balance due on completion. The deposit secures your booking and, where relevant, covers the cost of ordering equipment on your behalf ahead of the job.
3. Cancelling before work has started
If you cancel before we have started any work and before we have ordered any equipment on your behalf, your deposit is refunded in full.
4. Cancelling after work has started
Once we have started work, or ordered equipment on your behalf, the deposit is no longer refundable. If you cancel partway through a job, you will be charged for the work actually completed up to that point, and the deposit is offset against that - you will not be charged twice, but the deposit itself will not be separately returned.
5. Hardware and equipment procurement
Where a job involves us ordering equipment on your behalf (for example under Tech Procurement & Setup), that cost becomes non-refundable once the order has been placed with the supplier, regardless of the supplier's own returns policy. Suppliers may charge restocking fees, refuse returns on opened or custom-configured items, or simply not accept the return at all - any such cost falls to you if you cancel after we've ordered on your behalf. We will always tell you before placing an order if it's non-returnable.
6. Your 14-day cancellation right (consumers only)
If you are a consumer (booking for yourself or your home, not a business) and you booked with us online, by phone, or by any other means where we weren't physically present with you at the time, UK law (the Consumer Contracts Regulations 2013) gives you 14 days from the date of booking to cancel and get a full refund, with one exception: if you ask us to start work before those 14 days are up, we will tell you clearly that doing so means you may lose this cancellation right once the work is finished. If you cancel partway through after asking us to start early, you will be charged a reasonable amount for the work we've already done. This right does not apply to business bookings.
7. Ongoing support plans
Ongoing support/retainer plans can be cancelled at any time. Cancelling does not refund the current billing period you've already paid for - your plan simply ends at the close of that period and you won't be charged again.
8. Billing disputes and unhappy with the work
If something isn't right, tell us first - we'd rather put it right than have you cancel. Genuine billing errors or disputes are handled case by case and don't automatically fall under this policy; contact us and we'll sort it out directly.
9. How to cancel
Contact us on the phone number or email address you were given for your booking, or use the details on our Contact page. Please have your booking reference or the phone number/email you booked with to hand.