Refund Policy

Overview

At Mieter- und Bauverein Karlsruhe, we are committed to providing exceptional financial services and ensuring complete customer satisfaction. We understand that circumstances may arise where you need to request a refund, and we have established this comprehensive refund policy to ensure transparency and fairness in all our dealings.

This refund policy applies to all services and products offered through our platform, including those accessed via our secure Easyweb login system. We strive to process all refund requests promptly and fairly, in accordance with applicable laws in both the USA and Germany.

By using our services, you agree to the terms outlined in this refund policy. Please read this document carefully and contact our customer support team if you have any questions or concerns.

Eligibility Criteria

To be eligible for a refund, your request must meet the following conditions:

Timeframe Requirements

• Standard Services: Refund requests must be submitted within 30 days of service initiation
• Premium Services: Refund requests must be submitted within 14 days of service activation
• Consultation Services: Refund requests must be submitted within 48 hours of the scheduled appointment
• Digital Products: Refund requests must be submitted within 7 days of download or access

Service Condition Requirements

• Services must be in original, unused condition where applicable
• No substantial benefit must have been derived from the service
• Account must be in good standing with no outstanding obligations
• All provided materials and documentation must be returned

Documentation Requirements

• Valid proof of purchase (transaction ID, invoice, or receipt)
• Account verification through our Easyweb login system
• Detailed explanation of the reason for refund request
• Supporting documentation for claims of service deficiency

Non-Refundable Items and Services

The following items and services are not eligible for refunds under any circumstances:

• Customized Financial Plans: Personalized financial strategies and planning documents
• Completed Consultations: Professional advice sessions that have already taken place
• Processing Fees: Administrative and processing charges for loan applications
• Third-Party Services: External services procured on your behalf
• Membership Fees: Annual or monthly membership subscription charges
• Late Payment Penalties: Charges incurred due to delayed payments
• Services Used Beyond Trial Period: Any service used beyond the specified trial period
• Regulatory Compliance Fees: Mandatory regulatory and compliance charges

Refund Request Process

Follow these steps to request a refund:

1. Log into Your Account: Access your account through our secure Easyweb login portal
2. Navigate to Support: Go to the "Customer Support" or "Help" section
3. Submit Refund Request: Complete the refund request form with all required information
4. Provide Documentation: Upload all necessary supporting documents
5. Await Confirmation: You will receive an email confirmation within 24 hours
6. Review Process: Our team will review your request within 3-5 business days
7. Decision Notification: You will be notified of the decision via email
8. Refund Processing: If approved, refunds are processed within 7-10 business days

Refund Methods and Timeframes

Approved refunds are processed using the following methods and timeframes:

Payment Method Refunds

• Credit Card: Refunded to original card within 5-10 business days
• Bank Transfer: Direct deposit to original account within 3-7 business days
• PayPal: Refunded to PayPal account within 2-5 business days
• Wire Transfer: International transfers may take 7-14 business days

Refund Processing Timeline

• Review Period: 3-5 business days for request evaluation
• Approval Processing: 2-3 business days for approved requests
• Bank Processing: Additional time required by financial institutions
• Currency Conversion: International refunds may include conversion fees

Note: Refund amounts may be subject to processing fees charged by financial institutions. Any applicable taxes will be handled according to local regulations in your jurisdiction.

Exchanges vs. Refunds

In certain circumstances, we may offer service exchanges as an alternative to refunds:

Exchange Options

• Service Tier Changes: Upgrade or downgrade to different service levels
• Timeline Adjustments: Modify service delivery schedules
• Consultation Rescheduling: Change appointment dates and times
• Product Substitution: Replace with equivalent or comparable services

Exchange Process

Exchanges can be requested through the same process as refunds via your Easyweb login account. Our customer service team will work with you to find suitable alternatives that meet your needs and preferences.

Damaged or Defective Services

Special provisions apply to services that fail to meet our quality standards:

Immediate Resolution

• Service Failures: Immediate remediation or full refund available
• Technical Issues: Priority support and compensation for downtime
• Data Loss: Recovery services and compensation as applicable
• Performance Issues: Service credits or refunds for substandard delivery

Quality Guarantee

We guarantee the quality of all our financial services. If any service fails to meet our published standards or your reasonable expectations, we will:

• Provide immediate remediation at no additional cost
• Offer a full refund if remediation is not possible
• Provide compensation for any documented losses
• Implement measures to prevent similar issues

Emergency Contact: For urgent service issues, contact our 24/7 support hotline immediately.