Refund Policy

Last Updated: October 15, 2023

1. Satisfaction Guarantee

Swedish Insurance Guide offers a 100% satisfaction guarantee on all our services. If you're not completely satisfied with the quality of our service, we will provide a refund or credit at our discretion.

This guarantee applies to both one-time consultations and ongoing advisory services.

2. Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

  • Service Quality Issues: If our service does not meet the standards described in our service agreement
  • Undelivered Services: Services that were paid for but not delivered
  • Incorrect Services: Services that were delivered but significantly different from what was agreed upon
  • Service Delays: Significant delays in service delivery without prior notification
  • General Dissatisfaction: If you are unhappy with a service for reasonable causes

3. Refund Request Timeframe

To be eligible for a refund, you must notify us of the issue within:

  • 7 days of service delivery for quality issues or dissatisfaction
  • 30 days of payment for undelivered services

We recommend that you evaluate our services promptly after delivery to ensure timely reporting of any issues.

4. How to Request a Refund

Refund Request Process:

  1. Contact Customer Service: Reach out to us via email at [email protected], by phone at +46 70 123 4567, or through the contact form on our website.
  2. Provide Order Details: Include your order or invoice number, the service you're dissatisfied with, and the reason for your dissatisfaction.
  3. Documentation: If applicable, provide any relevant documentation to support your request.
  4. Review: Our customer service team will review your request and may ask for additional information if needed.
  5. Resolution: We will process your refund or offer an appropriate solution within 5-7 business days of receiving your request.

5. Refund Methods and Timing

Refunds will be issued using the same method of payment that you used for the purchase:

  • Credit/Debit Card Payments: Refunds will be credited back to the original card. This typically takes 5-10 business days to appear on your statement, depending on your card issuer.
  • Bank Transfers: Refunds will be made to the originating bank account, which typically takes 3-5 business days.
  • Other Payment Methods: For other payment methods, we will arrange an appropriate refund method, which may take up to 10 business days.

6. Partial Refunds and Service Credits

In some circumstances, we may offer partial refunds or service credits:

  • Partial Service Delivery: If part of a service was delivered satisfactorily, we may offer a partial refund for the incomplete or unsatisfactory portion.
  • Service Credits: Instead of a monetary refund, we may offer credit toward future services, sometimes with additional value added as a goodwill gesture.
  • Alternative Services: We may offer an alternative service that better meets your needs.

The determination between a full refund, partial refund, or service credit will be made based on the specific circumstances of each case.

7. Non-Refundable Items and Exceptions

The following may not be eligible for refunds:

  • Completed Custom Research: Once custom research has been delivered and accepted, it is generally not refundable.
  • Services Already in Progress: If work has already begun on customized services, a partial refund may be issued, less the value of work already completed.
  • Administrative Fees: A small administrative fee may be deducted from refunded amounts to cover processing costs.

8. Cancellation of Services

Cancellation policies for our services are as follows:

  • Prior to Service Commencement: Full refund available if canceled at least 48 hours before the scheduled service.
  • Last-Minute Cancellations: Cancellations within 48 hours of the scheduled service may be subject to a 25% cancellation fee.
  • No-Shows: Failure to attend a scheduled consultation without prior notice may result in a 50% charge.

9. Dispute Resolution

If you are not satisfied with our resolution of your refund request, the following options are available:

  • Escalation: Request that your case be reviewed by a supervisor or manager.
  • Mediation: We may agree to third-party mediation to resolve disputes.
  • Consumer Protection: You may contact the Swedish Consumer Agency (Konsumentverket) or the National Board for Consumer Disputes (ARN) for guidance.

We strive to resolve all disputes fairly and amicably, with customer satisfaction as our priority.

10. Changes to This Refund Policy

We may update our refund policy from time to time. We will notify you of any changes by posting the new refund policy on this page and updating the "Last Updated" date at the top of this policy.

You are advised to review this refund policy periodically for any changes. Changes to this refund policy are effective when they are posted on this page.

11. Contact Us

If you have any questions about this refund policy, please contact us:

  • By email: [email protected]
  • By phone: +46 70 123 4567
  • By mail: Swedish Insurance Guide, Sveavägen 56, 111 34 Stockholm, Sweden