Refund Policy

Last Updated: July 15, 2023

At SeniorDrive, we are committed to ensuring your satisfaction with our insurance advisory services. This Refund Policy outlines the terms and conditions for refunds and cancellations related to our services.

Please read this policy carefully to understand your rights and obligations when using our services. By engaging our services, you agree to be bound by this Refund Policy.

1. Satisfaction Guarantee

SeniorDrive offers a 100% satisfaction guarantee on all our advisory 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 subscription-based advisory services.

2. Eligibility for Refunds

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

  • Service Quality Issues: If our service fails to meet professional standards or the service description provided
  • Technical Problems: If technical issues prevented you from receiving the full benefit of our service
  • Double Billing: If you were charged multiple times for the same service
  • Service Not Provided: If we were unable to provide the service you paid for
  • General Dissatisfaction: If you are unhappy with the service for any reasonable cause

3. Refund Request Timeframe

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

  • 14 days of the service delivery date for one-time consultations
  • 30 days of the billing date for subscription services

Refund requests submitted after these timeframes will be evaluated on a case-by-case basis and may be subject to reduced refund amounts or credit rather than full refunds.

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 8 123 45 67, or through the "Contact" section on our website.
  2. Provide Order Details: Include your order or transaction number, the service you're dissatisfied with, and the reason for your dissatisfaction.
  3. Documentation: If applicable, provide any relevant documentation that supports your refund 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 Processing Time

Refunds will be processed using the same payment method used for the original transaction unless otherwise agreed upon. The timing of refunds depends on your payment method:

  • Credit/Debit Cards: 5-10 business days to appear on your statement
  • Bank Transfers: 3-5 business days to process
  • Other Payment Methods: Varies based on the specific method

Please note that while we process refunds promptly, the time it takes for the funds to appear in your account is controlled by your financial institution and may vary.

6. Non-Refundable Items and Services

The following items and services are generally not eligible for refunds:

  • Services that have been fully delivered and completed according to the agreed terms
  • Custom advisory reports and analyses that have been prepared specifically for you
  • Subscription services that have been used for more than 30 days
  • Services where you have already received insurance policy recommendations and have proceeded to purchase a policy based on those recommendations

However, we evaluate each situation individually and may still provide partial refunds or service credits at our discretion.

7. Subscription Cancellations

For subscription-based advisory services:

  • Cancellation Process: You may cancel your subscription at any time through your account settings on our website or by contacting our customer service
  • Pro-Rated Refunds: If you cancel within the first 30 days, you may be eligible for a pro-rated refund for the unused portion of your current billing period
  • Future Billing: Cancellations prevent future billing but do not automatically trigger refunds for the current billing period

If you cancel after using the service for more than 30 days, your subscription will remain active until the end of the current billing period, and no refund will be issued for that period.

8. Special Considerations for Seniors

As our services are primarily focused on Swedish pensioners, we offer additional flexibility in our refund policy for senior clients:

  • Extended Refund Request Period: Seniors over 70 years of age have 30 days (instead of 14) to request refunds for one-time services
  • Assisted Refund Process: We offer phone support to guide seniors through the refund request process
  • Alternative Resolution Options: We may offer service adjustments, additional consultations, or other solutions as alternatives to monetary refunds

Our goal is to ensure that all our senior clients have a fair opportunity to seek resolution if they are not satisfied with our services.

9. Insurance Policy Cancellations

Please note that SeniorDrive is an advisory service and not an insurance provider. If you purchase an insurance policy based on our recommendations:

  • The cancellation and refund policies for the actual insurance policy are determined by the insurance company that issued the policy, not by SeniorDrive
  • We can provide guidance on how to cancel insurance policies, but we cannot process refunds for premium payments made to insurance companies
  • Most Swedish insurance companies have their own cooling-off periods (usually 14-30 days) during which you can cancel new policies

If you need assistance with canceling an insurance policy that you purchased based on our recommendation, please contact our customer service team for guidance.

10. Disputes and Appeals

If you are not satisfied with the resolution of your refund request:

  • You may appeal the decision by contacting our customer service manager at [email protected]
  • Please include your original refund request details and explain why you believe the decision should be reconsidered
  • Appeals will be reviewed by senior management, and you will receive a response within 10 business days

If we are unable to resolve the dispute internally, Swedish consumers may contact the National Board for Consumer Disputes (Allmänna reklamationsnämnden or ARN) or seek legal remedies in accordance with Swedish consumer protection laws.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on the Website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

We will notify registered users of significant changes to this policy via email.

12. Contact Us

If you have any questions about this Refund Policy, please contact us:

  • By email: [email protected]
  • By phone: +46 8 123 45 67 (Monday - Friday, 9:00 - 17:00 CET)
  • By mail: SeniorDrive, Storgatan 45, 114 55 Stockholm, Sweden

This Refund Policy was last updated on July 15, 2023.