Manage Smartpay

How to cancel smartpay and avoid ongoing charges

What is smartpay and why you might want to cancel

Smartpay provides EFTPOS and point-of-sale terminal services designed for Australian merchants who want to accept card payments. The service operates two main commercial plans: Smartpay Zero Cost™ EFTPOS (which uses a merchant surcharge model) and Simple Flat Rate (which applies a fixed percentage to each transaction). If you're finding the service doesn't meet your needs, costs more than expected, or you've had trouble with billing or terminal returns, cancelling is entirely within your rights as a consumer.

Understanding what smartpay offers

Smartpay bundles EFTPOS terminals, point-of-sale integration and merchant fee arrangements into commercial packages aimed at small to mid-sized businesses. The service promises features like automated surcharging, portable terminals and POS subscription bundles. However, the real cost depends on your monthly turnover, contract terms and whether you return equipment on time. Many merchants discover that actual costs don't match the marketed benefits, which is when cancellation becomes necessary.

Common reasons australian merchants cancel

You might cancel Smartpay if you've experienced ongoing debits after requesting closure, disputes over terminal returns, confusion about setup fees or rental charges, or simply found a cheaper alternative. The good news is that Stopee has helped thousands of consumers cancel unwanted services by knowing exactly what steps to take and what protections apply to you. Your situation is valid, and this guide will empower you to exit cleanly.

Smartpay pricing and contract terms you need to know

Before you cancel, understanding your current plan and what exit costs may apply is essential to securing any refunds owed to you.

Pricing breakdown by plan

What triggers cancellation costs

Smartpay's terms attach significant conditions to your account. If your monthly card transactions fall below A$10,000 on the Zero Cost plan, you may be charged terminal rental fees. More critically, if you exit within 12 months, Smartpay typically retains the A$90 + GST setup fee regardless of when you cancel. This is a commercial contract clause, and it's one reason why many merchants feel trapped. Stopee recommends checking your original agreement to confirm your exact term length and any promotional windows that may have already passed.

Your cancellation methods and how to choose the right one

Smartpay offers two formal cancellation routes, each with different turnaround times and documentation requirements. Choosing the right method now will save you weeks of back-and-forth later.

Method 1: written cancellation via postal mail

Posting a written cancellation request is the most formal and legally traceable method. It creates a documented record that Smartpay received your request on a specific date, which is crucial if billing disputes arise later.

1. Prepare a brief letter on your business letterhead stating:
   • Your full name and business name
   • Your Smartpay merchant ID or account number
   • The date you want the service to end (ideally immediately or within 14 days)
   • A request for confirmation of cancellation and final statement
2. Keep a copy of the letter for your records
3. Send the original via Australia Post Registered Mail to:
   • Smartpay Australia Limited
   • Level 9, 151 Castlereagh Street
   • Sydney NSW 2000
4. Request a delivery confirmation receipt from Australia Post (costs approximately A$3 extra and proves Smartpay received your cancellation)
5. Allow 5 to 10 business days for postal delivery and processing
6. Follow up with a phone call or email after 10 days to confirm receipt and obtain a cancellation reference number

Pro tip: Use Registered Mail, not standard mail. The A$3 extra cost is worth it because you get proof of delivery, which you'll need if Smartpay claims they never received your cancellation request.

Method 2: global payments change request form

Smartpay is owned by Global Payments, and their website includes a formal change request process. This method is faster than postal mail and creates an immediate digital record.

1. Visit the Smartpay or Global Payments website and locate the "Change Request" form or customer portal
2. Select "Cancellation Request" from the dropdown options
3. Enter your merchant details:
   • Merchant ID or account number
   • Business name and legal entity name
   • Authorised contact person and phone number
   • Preferred cancellation date
4. In the request details field, write: "Please cancel my Smartpay EFTPOS service effective [date]. I will return all equipment within [number] days. Please confirm cancellation in writing."
5. Attach a copy of your current merchant agreement (if available)
6. Submit the form and save the confirmation email or reference number you receive
7. Wait for an acknowledgement email within 2 to 3 business days
8. If you do not hear back within 5 business days, follow up by phone

Warning: Many merchants submit an online form and assume it's done. It isn't. Always wait for written confirmation of your cancellation request, not just the form submission receipt. Stopee knows that silence after submission often means the request was deprioritised or lost in the system.

Terminal return and equipment obligations

Cancelling your service doesn't end your relationship with Smartpay until all physical equipment is back in their hands. Disputes over terminal returns are the most common reason merchants report ongoing charges after cancellation requests.

What you need to do with your equipment

Your Smartpay merchant agreement almost certainly requires you to return all terminals, cables, power supplies and any other equipment provided by Smartpay. Failure to return these items can result in charges for lost or unreturned equipment, which Smartpay may deduct from any refunds owed to you or invoice separately.

1. Contact Smartpay's support team and ask for a return authorisation number and prepaid return label
2. Check what equipment you have:
   • Main EFTPOS terminal (usually in their branded case)
   • Portable terminal if applicable
   • Power cables and adapters
   • Phone line connector or ethernet cable
   • Any thermal receipt rolls or starter packs
3. Pack all items securely and include the return authorisation number
4. Use the prepaid label and send via Australia Post Express or the courier service Smartpay specifies
5. Request a delivery receipt and keep it until Smartpay confirms receipt in writing
6. Allow 5 to 10 business days for Smartpay to inspect the returned equipment

Pro tip: Take clear photos of all equipment before you pack it, and video yourself packing the items if possible. If Smartpay later claims you didn't return something, these images prove you did. Stopee recommends this step for all terminal-based services because disputes over "lost" equipment are extremely common.

Refunds, final billing and what to expect after cancellation

Smartpay's billing practices can be confusing after cancellation, especially if multiple charges are pending or if you've paid in advance. Understanding what you're owed protects you from overpaying.

How smartpay calculates final charges

Your final bill typically includes all transactions processed up to your cancellation date, minus any credits for early termination. The A$90 + GST setup fee is often retained by Smartpay if you cancel within 12 months, even if the terms feel unfair. However, consumer law may allow you to argue against this charge if the plan wasn't delivered as promised.

Refund timeline and what to request

After Smartpay receives your cancellation and confirms equipment return, they should issue a final statement within 5 to 10 business days. If you're owed a refund (for example, unused prepaid fees or transaction credits), request it in writing on the same day you submit your cancellation:

1. Ask Smartpay in writing (email or letter) for:
   • Final statement showing all charges up to your cancellation date
   • Confirmation of any refundable credits
   • Confirmation that terminal return has been received and inspected
   • Confirmation that no further charges will be applied after your cancellation date
2. Request the refund be processed within 14 days
3. Ask for the refund to be credited to the same account or card you used to pay Smartpay
4. Keep all correspondence in one folder, dated and numbered

Warning: Do not assume Smartpay will stop charging you once you've cancelled. Many merchants report that debits continued for weeks or months after cancellation. If you see charges after your agreed cancellation date, contact Smartpay immediately in writing and prepare to escalate to your bank or the Australian Securities and Investments Authority (ASIC) if necessary.

Your consumer rights under australian consumer law

You have strong protections under the Australian Consumer Law, and understanding these rights is your best defence against unfair cancellation charges or disputes.

Key protections that apply to you

The Australian Consumer Law (part of the Competition and Consumer Act 2010) protects you even as a business customer, particularly if Smartpay misrepresented features, failed to deliver services as promised, or locked you into unfair terms. If Smartpay advertised "zero cost" EFTPOS but charged hidden rental or setup fees, that may constitute misleading or deceptive conduct.

Additionally, if Smartpay continues to charge you after you've requested cancellation, that may breach the Unsolicited Consumer Goods and Services Act or constitute unconscionable conduct. These are serious legal breaches, and ASIC and the ACCC take them seriously.

Escalation pathway if smartpay refuses to cancel

If Smartpay ignores your cancellation request or refuses to stop charging you, follow this sequence:

1. Send a second written request via email (with read receipt) and Registered Mail, citing your previous request date and reference number
2. Give Smartpay 7 days to respond with cancellation confirmation
3. If they do not respond, lodge a formal complaint with ASIC's external dispute resolution scheme (ASIC handles financial services complaints, including merchant services)
4. Provide ASIC with:
   • Copies of all cancellation requests (dated)
   • Copies of all billing statements showing charges after cancellation
   • Copies of all correspondence with Smartpay
   • Your original merchant agreement
5. Request that ASIC investigate potential breaches of the Australian Consumer Law
6. If ASIC finds in your favour, Smartpay must refund your disputed charges plus interest

Stopee has seen many cases where a formal ASIC complaint resolves disputes within 30 days because companies take regulatory complaints seriously. You do not need a lawyer to file a complaint with ASIC, and the process is free.

Common mistakes that delay your cancellation

Cancelling a merchant services account feels different from cancelling a Netflix subscription, and it's easy to miss critical steps that later cause problems. Here are the mistakes we see most often, and how to avoid them.

Mistake 1: assuming a phone call counts as cancellation

Smartpay's support team may acknowledge your cancellation request over the phone, but unless you receive written confirmation, there is no legal record that you asked to cancel. Many merchants later find themselves still being charged because the phone call was never documented.

Fix: Always follow a phone call with a written email or Registered Mail letter, restating your cancellation request and referencing the phone call date and the support person's name.

Mistake 2: returning equipment without a tracking number

If you return your terminal via standard mail without tracking, Smartpay can claim they never received it. You then lose leverage to dispute charges for "unreturned equipment."

Fix: Use Australia Post Registered Mail or a tracked courier (like StarTrack or Fastway) and keep the delivery confirmation. Stopee recommends spending A$10 on tracking to protect yourself from A$200+ in disputed equipment charges.

Mistake 3: not checking your agreement for the exact 12-month term start date

If you cancel within 12 months of your contract start date, Smartpay retains the A$90 + GST setup fee. Many merchants think the 12 months starts from when they activate the service, but it actually starts from the contract date. If you signed on 1 January but activated on 15 January, the 12 months ends on 31 December, not 14 January.

Fix: Read your merchant agreement carefully and note the exact "contract commencement date." Calculate the 12-month anniversary and plan your cancellation to fall after that date if possible. If you're only weeks away from the 12-month mark, waiting may save you A$90 + GST.

Mistake 4: not requesting a final statement before cancellation is processed

Smartpay sometimes issues final statements weeks or months after cancellation, by which time disputes are harder to prove.

Fix: In your initial cancellation request, explicitly ask Smartpay to provide a final statement within 7 days showing all charges up to the cancellation date and any refundable credits. This forces them to act faster and gives you a clear document to dispute if charges continue.

What happens after your cancellation is confirmed

Cancellation is not truly complete until you've received written confirmation, returned all equipment, and seen no new charges on your account. This period can feel uncertain, and it's important to stay vigilant.

The first 30 days after cancellation

Once Smartpay confirms your cancellation in writing, your merchant account should stop processing new transactions within 1 to 2 business days. However, you may still see charges if:

• Smartpay hasn't fully deactivated your account in their system
• Pending transactions from before your cancellation date are still being processed
• Smartpay is billing for unreturned or damaged equipment
• Monthly subscription fees are charged on a date before your cancellation takes effect

Check your bank or credit card statement daily during this period. If you see unexpected charges, contact your bank immediately and file a dispute with the reference number Smartpay provided for your cancellation.

Securing your final refund

Smartpay is required to refund any prepaid fees or transaction credits within 14 days of your cancellation date. If a refund is owed and you do not receive it after 21 days, send a formal demand for refund via email (with read receipt) and Registered Mail. State the specific amount owed, the date it should have been refunded, and give Smartpay 7 days to comply. If they do not refund after this second request, escalate to ASIC.

Pro tip: If Smartpay owes you a refund and keeps delaying, your bank can often reverse the original payment if you report it as an unauthorised transaction. This is a last resort, but it works. Stopee recommends trying the formal refund route first, but knowing you have this option empowers you to push harder for resolution.

Documentation checklist for your cancellation file

Keep these documents together and dated. If a dispute arises, you'll have everything needed to prove your case to Smartpay, your bank, or ASIC.

• Original merchant agreement and all amendments or plan change documents
• Copy of your first cancellation request (email, letter or form submission confirmation)
• Any follow-up cancellation requests or reminders
• Smartpay's written acknowledgement and confirmation of cancellation
• Terminal return authorisation number and prepaid label
• Photos of all equipment before packing
• Australia Post Registered Mail receipt and delivery confirmation
• All billing statements from the past 6 months and your final statement
• Any emails, phone call notes (with date, time and person's name) with Smartpay support
• Bank statements showing charges before and after your cancellation date
• ASIC complaint reference number if applicable

Review platform insights and what real merchants say

Merchant feedback about Smartpay reveals clear patterns in what goes right and wrong during cancellation, and these insights help you prepare for your own exit.

Common themes in cancellation feedback

Positive feedback worth noting

Some merchants report smooth cancellations when they were proactive and thorough. The common thread: they documented everything, returned equipment promptly with tracking, and followed up in writing after each step. This is the playbook Stopee recommends to all consumers cancelling Smartpay.

Frequently asked questions about smartpay cancellation

Can i cancel smartpay if i'm within the 12-month term?

Yes, you can cancel at any time, but Smartpay will typically retain the A$90 + GST setup fee if you exit within 12 months of your contract start date. However, if Smartpay failed to deliver the service as promised (for example, if "zero cost" EFTPOS actually incurred charges), you may be able to dispute this fee with ASIC under the Australian Consumer Law.

How long does smartpay cancellation take?

Cancellation processing typically takes 5 to 10 business days from the date Smartpay receives your request. Terminal return and inspection adds another 5 to 10 days. Your account should stop processing new transactions within 1 to 2 business days of confirmation, but final billing reconciliation can take up to 30 days.

What if smartpay keeps charging me after i cancel?

File a chargeback dispute with your bank or credit card provider, citing your cancellation confirmation number and the dates Smartpay was instructed to stop charging. If your bank rules against you, escalate to ASIC with a formal complaint. Continued charging after written cancellation is a breach of the Australian Consumer Law.

Do i have to pay the a$90 + GST setup fee to cancel?

Smartpay's terms state this fee applies for early termination within 12 months. However, if you can demonstrate that the service was not delivered as promised, misrepresented, or unfairly marketed, ASIC may rule in your favour and require Smartpay to waive it. Dispute fees in writing with evidence.

Key takeaways for a clean cancellation

Cancelling Smartpay is straightforward if you follow the right process. Here's the condensed action plan:

1. Submit your cancellation request via both Registered Mail and the Global Payments Change Request form
2. Request a written confirmation and reference number
3. Arrange terminal return using tracked courier and keep the delivery receipt
4. Monitor your bank statement and request a final statement within 7 days
5. If charges continue or refunds are delayed, escalate to ASIC
6. Keep all documentation in one folder, dated and numbered

Stopee understands that cancelling a merchant services account feels more complicated than cancelling a consumer subscription, but your consumer rights are just as strong. You have the power to exit, and you have leverage if Smartpay tries to resist. Stopee has helped thousands of consumers and merchants cancel unwanted services by staying methodical, documenting everything, and knowing when to escalate. You can do this.

Contact information and next steps

Smartpay australia limited cancellation address

Send your Registered Mail cancellation request to:

Smartpay Australia Limited
Level 9, 151 Castlereagh Street
Sydney NSW 2000
Australia

Include your merchant ID, business name, authorised contact person, phone number and preferred cancellation date. Request written confirmation be sent to your email address.

Global payments change request form

Visit the Smartpay or Global Payments website and complete the online Change Request form, selecting "Cancellation Request" from the dropdown menu. Submit with your merchant ID and a clear statement of your cancellation date.

Escalation contact points

If Smartpay does not respond or refuses to cancel:

• ASIC Complaints: Lodge a formal complaint via asic.gov.au or call 1300 300 630
• Your bank or credit card provider: File a chargeback dispute if Smartpay continues charging after cancellation
• Australian Competition and Consumer Commission (ACCC): Report misleading or deceptive conduct at accc.gov.au

Stopee empowers you by providing transparent, step-by-step guidance for every cancellation scenario. Whether you're facing billing disputes, equipment return complications, or outright resistance from Smartpay, this guide gives you the knowledge and confidence to navigate your exit. Document every step, stay persistent, and remember that Australian consumer law is on your side. You have the right to cancel, and Stopee is here to ensure you do it correctly.