Please be aware that the cancellation period is 14 days! If the employee has received their Letter of Collection and would like to cancel within the initial 14-day cancellation period, they can do so on the Order History page on their profile. Cancellations after the 14-day, and up to 120 days, period are accepted if the Letter of Collection was not redeemed and only in one of three exceptional circumstances:
- Death in service
- Financial hardship of the individual
- Critical illness of the individual
The cancellation request needs to be submitted directly by the employer from their administration portal in SmartPay - via the Applications tab.
Full information on the refund process is available in the article Cycle to Work | The refund process