Last update: 25.04.24
INTRODUCTION
SOFIMED, internetne storitve, d.o.o. values your trust in our services. We encourage you to carefully read this Refund Policy before placing an order, as it outlines your rights concerning the services you receive.
We assure all our users the right to a refund if the provided services do not meet the expected quality as described.
We aim to ensure that your rights are safeguarded with utmost care and attention while using SOFIMED, internetne storitve, d.o.o.'s services. Every refund request is processed diligently and efficiently.
Customers who have paid for SOFIMED, internetne storitve, d.o.o.'s services have the opportunity to receive a refund according to the rules outlined below.
To be eligible for a refund, the customer must fulfill all requirements; otherwise, SOFIMED, internetne storitve, d.o.o. may decline the refund request.
SOFIMED, internetne storitve, d.o.o. is committed to supporting customers in the event of any disputes regarding refund requests.
This Refund Policy applies to payments for SOFIMED, internetne storitve, d.o.o. services and customers' funds.
GENERAL INFORMATION
Customers have the right to request a refund within two weeks from the day of purchase. Refund requests can be submitted in two convenient ways to ensure accessibility for all customers.
Via Email
Customers can send their refund requests via email at [email protected]. This method allows for a detailed explanation of the issue and any supporting documents to be easily attached and reviewed by the customer service team.
By Phone
For those who prefer a more direct approach or need immediate assistance, refund requests can be made by phone. This option provides an opportunity for a real-time conversation, which can help in resolving issues more efficiently.
Required Information for Processing Refunds
For security purposes and to ensure that the refund process is smooth and accurate, SOFIMED, internetne storitve, d.o.o. may request essential information to help identify the customer. This includes:
· Email address
· Phone number
· First and last name
· Current address
· The reason for the refund request
Additionally, customers may be asked to provide any other information that may serve as evidence of an incorrect transaction on the customer's bank account. This step is crucial in preventing fraudulent claims and ensuring the legitimacy of the request.
Processing Customer Requests
SOFIMED, internetne storitve, d.o.o. places great importance on processing customer requests promptly and efficiently. However, the response time can vary depending on the specific reasons behind the refund request. Factors that can influence the processing time include the complexity of the case, the volume of requests at a certain time, and the thoroughness of the verification process.
Once the verification process is complete, SOFIMED, internetne storitve, d.o.o. will contact the customer with information regarding the reimbursement of funds. Communication will be clear and concise, explaining the outcome of the request and the steps to follow if the refund is authorized.
Refund Authorization
It's important to note that a refund can be authorized or declined only after SOFIMED, internetne storitve, d.o.o. has thoroughly verified the provided data. This verification ensures that the process is fair and just, protecting both the company and its customers.
Unsubscription to Avoid Future Charges
If a customer decides to discontinue using the provided services, it's imperative they unsubscribe to avoid being charged again. This action must be taken by the customer as a preventive measure to ensure no future misunderstandings regarding charges.
REFUND REQUEST
Customers seeking a refund for purchases made from SOFIMED, internetne storitve, d.o.o. are encouraged to get in touch with our support team for assistance. This can be done by sending an email to [email protected] or by calling the contact number provided on our website. To streamline the process, please ensure the subject line of your email reads 'Refund Request.'
Refund Procedure
Upon receiving a refund request, the refund will be processed using the original payment method that the customer employed for the purchase. It's important to note that the total refund amount cannot exceed the amount of the transaction in question. In the case of multiple charges, only the second charge qualifies for a refund. This is because the initial payment is made voluntarily by the client after agreeing to the terms and conditions stated on our website, a process affirmed by the customer through the act of checking specific acknowledgment boxes before the first payment.
Refund Eligibility and Amount
SOFIMED, internetne storitve, d.o.o. retains the discretion to grant a partial refund if it is determined that some services have already been rendered to the client. The eligible refund amount is assessed based on the reasons provided in the refund request, alongside a thorough review by our team. This policy ensures a fair resolution in accordance with the services consumed and the circumstances of the refund request.
REFUND PROCEDURE
SOFIMED, internetne storitve, d.o.o. will reach out to the customer within two weeks after a refund request is received to potentially gather more details. Should additional information be needed, customers are expected to furnish these details promptly, within a two-week timeframe upon request. The decision concerning the refund will then be communicated via email to the customer:
· No later than five days following the receipt of the final piece of requested information;
· Or within five days from the refund request date, should there be no need for extra information.
Under specific circumstances, a refund might be processed without needing the customer's agreement. Once a refund gets the green light, SOFIMED, internetne storitve, d.o.o. commits to processing said refund promptly, ensuring completion within ten business days.
A refund request might face denial if:
· It is raised beyond the designated period for refunds;
· The customer opts not to submit the requested details essential for SOFIMED, internetne storitve, d.o.o..
Refund Requests
When a refund is sought, SOFIMED, internetne storitve, d.o.o. will initiate contact with the customer within a fortnight of receiving the refund application to possibly request further clarification. Customers are obliged to provide any additional details within two weeks of such request to facilitate the evaluation process. The outcome of the refund inquiry will be communicated through email to the customer:
· Within five business days after gathering all necessary information;
· Or, five days subsequent to the request if further details are deemed unnecessary.
Under certain conditions, SOFIMED, internetne storitve, d.o.o. may decide to issue a refund without the necessity for customer consent. Approved refunds will be processed expeditiously, with efforts made to complete the transaction within ten business days.
Refund requests may be rejected under the following circumstances:
· Submission after the specified refund timeframe;
· Failure of the customer to supply pivotal information requested by SOFIMED, internetne storitve, d.o.o..
Handling Chargebacks
Prior to filing a chargeback request, customers are urged to reach out to SOFIMED, internetne storitve, d.o.o. for resolution regarding any discrepancies observed in bank account transactions. In the event of a chargeback initiation, SOFIMED, internetne storitve, d.o.o. will engage in a comprehensive review process and might seek supplementary details from the issuing bank. It should be noted that once a chargeback has been lodged, the customer forfeits eligibility for a future refund.
ADDITIONAL TERMS
Requesting a refund does not guarantee its approval. Any additional fees incurred while processing a refund are the customer's responsibility.
SOFIMED, internetne storitve, d.o.o. may modify the Refund Policy's Terms and Conditions in response to legislative changes or as deemed necessary. Customers should periodically review this page for updates. If a customer cannot accept the updated Refund Policy, they must discontinue using SOFIMED, internetne storitve, d.o.o.'s services and exit the website.
The new Refund Policy applies to the customer's use of services if they make a new purchase on the website after the policy update. SOFIMED, internetne storitve, d.o.o. is not responsible for any losses (direct, indirect, special, incidental) or damages of any kind, including, without limitation, lost profits or revenues, directly or indirectly related to the use of SOFIMED, internetne storitve, d.o.o.'s services, refund processing amount, or processing time.