Cancel Smarty the easy way

Service summary

Smarty is a UK mobile virtual network operator offering pay-as-you-go and rolling monthly SIM plans. Plans listed include Data Only and Rolling Monthly bundles with options from 2GB to Unlimited data and Social Tariffs for eligible customers.

How Smarty sells service

Smarty sells plans online via its website and app with auto-renewing monthly payments for rolling plans. Customers manage plans in their account dashboard and use webchat or text services for support and PAC/STAC requests.

Company facts

Web - via account dashboard

1. Sign in at your Smarty account on the website.
2. Go to 'Account settings' and 'Manage plan'.
3. Turn off auto-renewing payments and select 'leave SMARTY' to view options.
4. Request a PAC to move your number or select STAC to terminate a number if offered.
5. Save any on-screen confirmation or email you receive as proof of cancellation.

iOS / Android app

1. Open the Smarty app and sign in.
2. Tap Account or Settings and choose Manage plan.
3. Disable auto-renew and follow the 'leave SMARTY' prompts to request PAC/STAC or end your plan.
4. Keep screenshots or the in-app confirmation for records.

Text (PAC / STAC)

1. To request a PAC, text PAC to 65075 from your Smarty number.
2. To request a STAC, text STAC to 75075.
3. Save the text reply; PAC or STAC is valid for 30 days.

Webchat

1. Open the Smarty help centre and start a webchat.
2. Ask the agent to cancel your plan, request a refund under the 14-day guarantee if applicable, or issue a PAC/STAC.
3. Copy the chat transcript and ask for a confirmation email.

Post (registered letter)

1. Write a clear letter with your full name, address, contact details and account/MSISDN.
2. State that you wish to cancel your Smarty service and whether you want a PAC or STAC.
3. Send by registered mail to: Smarty, 183 Bath Street, G2 4HU Glasgow, United Kingdom.
4. Keep proof of posting and signed for delivery receipt.

Official Smarty help on leaving is available at Smarty - How do I leave Smarty.

Moving / change of address

If you are moving and need to end your plan, you may request termination or a PAC/STAC via your account or webchat. Provide proof such as a new address confirmation or recent utility bill if the agent requests verification. Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for distance contracts.

Price increase

If Smarty increases a recurring price during your commitment, you can object and accept new terms or terminate if the new price materially changes the contract. Provide the price change notice or screenshot. Applicable law: Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 protections on change of key contract terms.

Death of the subscriber

To cancel after a subscriber death, contact Smarty via webchat and provide a copy of the death certificate and proof of executor status or next of kin identity. Agents will advise on closing the account and handling remaining balances.

Legitimate grounds accepted by Smarty

Smarty will accept termination requests for: non-delivery of contracted service, prolonged lack of service, or other breaches by Smarty. Evidence required includes screenshots, dates of outages, and communications with support. Applicable law: Consumer Rights Act 2015 - services must be performed with reasonable care and skill.

End of minimum commitment

For rolling monthly plans there is no minimum commitment. You can stop auto-renew and leave at any time. Show account cancellation confirmation as proof. Applicable law: Contract terms in Smarty's Terms and Conditions Terms and Conditions.

Cooling-off period (14-day money-back)

If you cancel within 14 days of starting a service, you are eligible for the 14-day money-back guarantee. If the SIM has not been activated, terminate via the dashboard. If the SIM is activated but no services used, contact chat for termination and refund. If services were used, refund is calculated pro rata for services used to termination date and processed at the end of the billing period. Refunds are issued to the original payment method within 5-7 working days. Evidence required: order number and account details. Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and Smarty policy 14-day money-back guarantee.

Before you cancel: negotiate

Smarty is not widely reported to run retention campaigns publicly. The research does not list specific standard retention discounts. To request a retention offer: open webchat, explain why you want to leave, and ask for an alternative plan or a retention credit. Record the chat transcript and ask the agent to confirm any offer in writing.

What cancelling saves - yearly calculation

Use your actual monthly price to compute annual savings. Examples using Smarty published plans:

• 5GB Rolling Monthly - £6 per month: 6 x 12 = £72 per year.
• 16GB Rolling Monthly - £8 per month: 8 x 12 = £96 per year.
• 40GB Rolling Monthly - £10 per month: 10 x 12 = £120 per year.
• Unlimited Rolling Monthly - £20 per month: 20 x 12 = £240 per year.
• 2GB Data Only - £5 per month: 5 x 12 = £60 per year.

Cheapest real alternative from the research data is Keepr at £9.00 per month for its listed plan, which equals 9 x 12 = £108 per year. Compare to Smarty 40GB at £10 x 12 = £120 per year, saving by switching to Keepr is £12 per year on those examples. Note that service features differ: Keepr focuses on invoicing and expense tools while Smarty is a mobile operator.

Key UK consumer law

The main protections are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. These govern your 14-day cooling-off right for distance contracts and require services to be performed with reasonable care and skill.

Cooling-off and refunds

The Consumer Contracts Regulations 2013 give a 14-day right to cancel most online service purchases. If you asked for the service to start within that 14-day period, the trader can charge for the service you have had the benefit of. Smarty documents its 14-day money-back guarantee and refund timings at Smarty - 14-day money-back guarantee.

Auto-renewal and unfair terms

The CMA treats hard-to-cancel subscriptions and unclear auto-renewal terms as potentially unfair. If you find removal of auto-renewal intentionally difficult, you can escalate the issue to Citizens Advice or the relevant ombudsman.

Escalation steps

First complain to Smarty (webchat or registered letter). If unresolved, contact Citizens Advice for guidance. Escalate to the Communications Ombudsman for telecoms disputes, or use payment protections such as Section 75 or chargeback through your card issuer for qualifying card payments. Relevant laws: Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

Check final bill and refunds

Expect refunds under the 14-day guarantee within 5-7 working days to the original payment method if eligible. For usage-based refunds after activation, Smarty calculates refund based on services used and processes at the end of the billing period as described in their refund policy Leaving Smarty - right to refund.

Keeping or moving your number

If you want to keep your number, request a PAC code by texting PAC to 65075, or via your account. PAC codes are valid for 30 days. If you do not request a PAC, your number may be disconnected. More details: Keeping your number.

Data and account access

Download invoices and account records before closure. After cancellation you may lose access to the account dashboard; keep copies of confirmations and chat transcripts. If Smarty closes your account for inactivity, unused credits on add-ons may be forfeited if account suspended for at least 6 months.

Complete these actions to close your Smarty account cleanly and protect your rights.

• Sign in to your account and disable auto-renew at least 24 hours before the renewal date.
• If keeping your number, text PAC to 65075 and save the reply (valid 30 days).
• If terminating your number, text STAC to 75075 and save the reply.
• Start a webchat and request confirmation of cancellation and any refund. Save the transcript and confirmation email.
• If eligible for the 14-day money-back guarantee, request the refund and note that refunds return to the original payment method within 5-7 working days.
• For postal cancellation, send a signed registered letter to Smarty, 183 Bath Street, G2 4HU Glasgow, United Kingdom and keep proof of posting.
• Download any invoices and export account data you need before the account is closed.