At SwedishAutoGuard, we strive to provide transparent and fair policies regarding refunds for our car insurance services. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting a refund. Please read this policy carefully to understand your rights and options regarding refunds.
1. Satisfaction Guarantee
SwedishAutoGuard offers a 100% satisfaction guarantee on all our insurance products. If you're not completely satisfied with your policy or our service, we will work with you to address your concerns and may provide a refund or credit at our discretion.
This guarantee applies to both one-time purchases and subscription-based insurance policies.
2. Eligibility for Refunds
You may be eligible for a refund in the following circumstances:
- Policy Cancellation: If you cancel your policy before the end of the coverage period
- Duplicate Payment: If you were charged twice for the same policy
- Vehicle Sale or Transfer: If you sell or transfer ownership of the insured vehicle
- Policy Termination: If your policy is terminated due to circumstances outlined in your policy documentation
- Cooling-Off Period: If you cancel within the 14-day cooling-off period after purchasing a new policy
3. Refund Request Timeframe
To be eligible for a refund, you must notify us of your intention to cancel or request a refund within:
- 14 days of policy commencement for the cooling-off period (new policies only)
- 30 days of the event leading to refund eligibility (such as vehicle sale, duplicate payment, etc.)
Refund requests submitted after these timeframes will be considered on a case-by-case basis and may be subject to reduced refund amounts or declined.
4. How to Request a Refund
Refund Request Process:
- Contact Customer Service: Reach out to us via email at [email protected], by phone at +46-70-123-4567, or through the "Contact" section on our website.
- Provide Policy Details: Include your policy number, the reason for requesting a refund, and any relevant documentation (e.g., proof of vehicle sale, duplicate payment records).
- Review: Our customer service team will review your request and may ask for additional information if needed.
- Decision: We will communicate our decision regarding your refund request within 5-7 business days.
- Processing: If approved, refunds will typically be processed within 10-15 business days from the approval date.
For policy cancellations, we may require written confirmation of your cancellation request for our records.
5. Refund Calculations
5.1 Cooling-Off Period Cancellations
If you cancel your policy within the 14-day cooling-off period and no claims have been made, we will refund your premium in full, minus an administrative fee of 250 SEK.
5.2 Standard Policy Cancellations
For cancellations after the cooling-off period, refunds are calculated on a pro-rata basis:
- We calculate the portion of your policy period that remains unused
- We refund that proportion of your premium, minus a cancellation fee of 350 SEK
- If you've made a claim on your policy, an additional claims surcharge may apply to your refund calculation
Example calculation: If you paid 3,600 SEK for a 12-month policy and cancel after 3 months with no claims made:
- Unused period: 9 months (75% of policy period)
- Pro-rata refund: 3,600 SEK × 75% = 2,700 SEK
- Cancellation fee: 350 SEK
- Final refund amount: 2,700 SEK - 350 SEK = 2,350 SEK
5.3 Other Refund Scenarios
For duplicate payments, we will refund the duplicate amount in full.
For vehicle sales or transfers, we will calculate refunds on a pro-rata basis as described in section 5.2.
6. Refund Methods
Refunds will be processed using the original payment method when possible:
- Credit/Debit Card Payments: Refunded to the same card used for payment
- Bank Transfers: Refunded to the originating bank account
- Other Payment Methods: For payments made through other methods, we may issue refunds via bank transfer to your designated account
Please note that while we process refunds promptly, it may take 5-10 business days for the refund to appear in your account, depending on your payment provider's processing times.
7. Non-Refundable Items
The following items are generally non-refundable:
- Administrative fees associated with policy setup and documentation
- Cancellation fees as outlined in section 5
- Payment processing fees charged by third-party payment processors
- Premiums for periods during which coverage was in effect and claims were made
8. Special Circumstances
8.1 Policy Cancellation by SwedishAutoGuard
If we cancel your policy due to non-disclosure, misrepresentation, or fraud, we may withhold a portion or all of your premium as permitted by Swedish insurance regulations.
8.2 Statutory Refunds
In certain situations, such as when a vehicle is permanently removed from use (avställning) or deregistered, you may be entitled to a statutory refund as provided by Swedish insurance law. These refunds are processed according to applicable regulations and may differ from our standard refund calculations.
9. Disputes and Complaints
If you have a dispute regarding a refund decision, you can:
- Contact our customer service team to discuss your concerns
- Request a formal review of the decision by our refunds department
- File a complaint with the Swedish Consumer Insurance Bureau (Konsumenternas Försäkringsbyrå) for independent guidance
- Contact the National Board for Consumer Disputes (Allmänna reklamationsnämnden) for dispute resolution
We are committed to handling all disputes fairly and in accordance with Swedish consumer protection laws.
10. Amendments to this Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on this page with a revised effective date. We encourage you to review this Refund Policy periodically for any changes.
11. Contact Information
If you have any questions about this Refund Policy or would like to request a refund, please contact us:
- By email: [email protected]
- By phone: +46-70-123-4567
- By mail: SwedishAutoGuard, Sveavägen 123, Stockholm, 11346, Sweden