Smartsheet refund policy
Smartsheet states a refund policy with no set window, and you cancel in your own settings.
Smartsheet refunds and cancellation
Weak · checked Oct 18, 2026
There are no refunds here at all, not even pro-rated, and Smartsheet's own billing FAQ says so. Worse, you have to give 30 days' notice before your renewal date to make any change, which is the kind of clause written for companies with purchasing departments and a nasty surprise for a two-person Pro plan. Pro and Business can at least press the button themselves. No refunds plus a notice period is a D.
- Refund window
- No set window
- How you cancel
- Yourself, in settings
- Getting your money back
The User Agreement says all orders are non-cancelable and service fees are non-refundable except where it explicitly says otherwise, and the exceptions are limited to Smartsheet failing to cure a breach or a warranty failure. The billing FAQ puts it plainly: no refunds are provided for unused portions of a subscription, and a cancelled or downgraded account does not qualify for a pro-rated or full refund.
Stated on help.smartsheet.com- How to cancel Smartsheet
A Pro or Business plan paid by card or bank transfer is cancelled in the app under Account, then Plan & Billing Info, then Cancel Account; only the account owner on Pro or a System Admin on Business can do it. Smartsheet asks for the request at least 30 days before the renewal date. An Enterprise plan cannot be cancelled in the app, and an invoice-billed plan goes through a request form.
- Sign in to your Smartsheet account in a browser
- On the left navigation bar, select Account, then Plan & Billing Info
- In the Plan & Billing tab, select Cancel Account
- Select Continue to cancellation
- Read the confirmation page, which gives the effective date and warns of data loss
- Select Cancel and accept data loss to confirm
- What you keep afterwards
Smartsheet says cancelling makes the items you own read-only immediately and permanently deletes them 30 days after cancellation, with no recovery. Items other people shared with you stay reachable. The article tells you to transfer ownership of sheets or export the data to Excel or Google Sheets before cancelling. A trial or free account can instead be switched to Free and kept open.
Stated on help.smartsheet.com- Renewals
The User Agreement says that unless an order says otherwise, or one side gives written notice of non-renewal at least 30 days before the end of the term, every subscription service renews automatically for successive one-year terms. Smartsheet may raise the price for a renewal term by written notice before it starts, with at least 45 days' notice in the common case, and promotional pricing does not carry over.
Stated on smartsheet.com
In your favour
- A Pro or Business plan is cancelled from inside the app, with no email or phone call needed.
- A price rise at renewal needs written notice first, and 45 days of it in the common case.
- You can choose to cancel immediately or let the plan run to the end of the billing cycle.
- A trial or free account can be switched to Free instead of closed, so you keep signing in.
Watch out for
- No refunds at all, full or pro-rated, on a cancelled or downgraded account.
- You have to give at least 30 days' notice before the renewal date, or you are into another year.
- Cancelling makes your sheets read-only at once and deletes them permanently 30 days later.
- Enterprise and invoice-billed plans can't be cancelled in the app: it's a form or a sales rep.
Getting help from Smartsheet
Excellent · checked Oct 18, 2026
Smartsheet's support page sets out a table, and the base level that comes with every plan type is better than most paid tiers elsewhere: a live agent on in-app chat around the clock, web ticketing, the help centre, the community and self-paced courses. Phone is kept for Enterprise and the paid Premium package, and the under-two-hour first-response promise is Premium only. Live human help at any hour on every plan is an A.
Ways to get help
Live chat
In-app chat. The support table lists AI-powered in-app chat and, separately, 24x7 support with a live agent via in-app chat, both ticked for Base Support, which the page says covers all plan types, as well as for the Standard and Premium packages.
Stated on smartsheet.comPhone
24x7 global support by phone, ticked only for the Standard Support Package, which the page says is included in the Enterprise plan, and for the Premium Support Package. Base Support has no phone line.
Stated on smartsheet.comContact form or ticket
Web-based ticketing: a support case opened from the Contact Support page. The support table ticks it for Base Support and both paid packages, so every plan type has it. A separate contact route exists for billing questions.
Stated on smartsheet.comHelp centre
The Help & Learning Center, with articles on billing, account management, admin controls, formulas and the apps, plus a functions list. It is public and ticked for every support package.
Stated on help.smartsheet.comCommunity or forum
The Smartsheet Community, a public forum for asking other users and posting feature requests. The support table ticks it for every package including the base level.
Stated on smartsheet.com
- When people answer
The support page states 24x7 support, and ticks 24x7 live-agent in-app chat for all three packages including the base level that applies to every plan type. The phone line is also described as 24x7 and global, but only for the Standard and Premium packages.
Stated on smartsheet.com- How fast it says it replies
The only stated target is a first-response service level of less than two hours, whatever route the case came in by, and the table places it in the Premium Support Package column alone. No response time is stated for Base Support or the Standard package.
Stated on smartsheet.com- What depends on your plan
Base Support, which the page marks for all plan types, covers the community, the help centre, web ticketing, AI in-app chat, self-paced Smartsheet University courses and 24x7 live-agent chat. The Standard package, included with Enterprise, adds 24x7 global phone support. Premium, an add-on to Business and Enterprise, adds Pro Desk coaching and the two-hour first-response target.
Stated on smartsheet.com
In your favour
- A live agent on in-app chat, around the clock, on every plan type and not just the big ones.
- Smartsheet publishes a table of what each support package covers, so you can check before buying.
- Web ticketing, the help centre, the community and self-paced courses come with the base level.
- The help centre has step-by-step articles on cancelling, billing and exporting your sheets.
Watch out for
- No phone line below Enterprise unless you buy the Premium Support package.
- The two-hour first-response target applies to Premium only; nothing is promised to everyone else.
- The in-app chat is described as AI-powered as well as live-agent, so expect a bot first.
- Billing questions go to a separate contact route rather than the main support queue.
What these two grades rest on. Read on 18 October 2026: Smartsheet's User Agreement, its help-centre billing FAQ, the article on cancelling an account, the article on reviewing plan and billing information, the accepted payment types article, the Smartsheet Support services page with its package comparison, and the contact page. Nobody here cancelled a plan or contacted its support. They are graded apart from the five that make the GPA. How we grade refunds and support.
Smartsheet refund and cancellation questions
Does Smartsheet give refunds?
The User Agreement says all orders are non-cancelable and service fees are non-refundable except where it explicitly says otherwise, and the exceptions are limited to Smartsheet failing to cure a breach or a warranty failure. The billing FAQ puts it plainly: no refunds are provided for unused portions of a subscription, and a cancelled or downgraded account does not qualify for a pro-rated or full refund. This is Smartsheet's own policy, as read on Oct 18, 2026.
How do I cancel Smartsheet?
A Pro or Business plan paid by card or bank transfer is cancelled in the app under Account, then Plan & Billing Info, then Cancel Account; only the account owner on Pro or a System Admin on Business can do it. Smartsheet asks for the request at least 30 days before the renewal date. An Enterprise plan cannot be cancelled in the app, and an invoice-billed plan goes through a request form. The steps its help page gives: 1. Sign in to your Smartsheet account in a browser. 2. On the left navigation bar, select Account, then Plan & Billing Info. 3. In the Plan & Billing tab, select Cancel Account. 4. Select Continue to cancellation. 5. Read the confirmation page, which gives the effective date and warns of data loss. 6. Select Cancel and accept data loss to confirm.
What happens to my data if I cancel Smartsheet?
Smartsheet says cancelling makes the items you own read-only immediately and permanently deletes them 30 days after cancellation, with no recovery. Items other people shared with you stay reachable. The article tells you to transfer ownership of sheets or export the data to Excel or Google Sheets before cancelling. A trial or free account can instead be switched to Free and kept open.
How do I contact Smartsheet support?
Smartsheet's pages list these ways to get help: live chat, phone, contact form or ticket, help centre and community or forum. The support page states 24x7 support, and ticks 24x7 live-agent in-app chat for all three packages including the base level that applies to every plan type. The phone line is also described as 24x7 and global, but only for the Standard and Premium packages. The only stated target is a first-response service level of less than two hours, whatever route the case came in by, and the table places it in the Premium Support Package column alone. No response time is stated for Base Support or the Standard package.
Does Smartsheet renew automatically?
The User Agreement says that unless an order says otherwise, or one side gives written notice of non-renewal at least 30 days before the end of the term, every subscription service renews automatically for successive one-year terms. Smartsheet may raise the price for a renewal term by written notice before it starts, with at least 45 days' notice in the common case, and promotional pricing does not carry over.
Can I try Smartsheet before paying?
Yes. 30-day free trial, no credit card required. Trying first is the surest way to avoid needing a refund.
Before paying for a year, check what Smartsheet costs month to month on its pricing page. We read these policies; we haven’t asked Smartsheet for a refund or contacted its support.
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