Withdraw a purchase
What you are entitled to, said plainly, and what happens if you have already started using the service.
The right, in short
As a consumer you normally have fourteen days to withdraw from a distance purchase. The period runs from the day the contract was made. You do not have to give a reason, and using the right costs you nothing.
If you asked us to start straight away
When you buy a subscription you are asked to tick that the service should begin at once. The box is not pre-ticked, and the purchase cannot be completed without it. That does not remove your right of withdrawal. A subscription is a service performed over time, so chapter 2 section 15 of the Swedish Distance Contracts Act applies: if you withdraw, you pay for the part already delivered and the rest is returned.
The deduction is calculated on the whole contract period, not on the withdrawal window. Withdraw from a monthly subscription after three days and you pay three thirtieths and get twenty seven thirtieths back. If you would rather keep the period you have paid for, you can simply switch off renewal instead, on the Billing page under your account.
This is our reading, not legal advice
None of us who wrote this page is a lawyer. Two sections of the act sit close together: chapter 2 section 11 removes the right for digital content delivered once, meaning a download, while chapter 2 section 15 covers a service performed over time. We have chosen to read a subscription as the latter, because it is the milder of the two for you. If it turns out we read it wrong, we apply whichever of the two is better for the customer, and correct this page.
How to withdraw
Get in touch through the contact page, or reply to your order confirmation. Say that you want to withdraw, and include:
- Your name
- The email address on the account
- What you bought, meaning the plan or the item
- The date you bought it
- The account or card the payment was taken from, if you want the money returned some other way than the way it was paid
You will get an acknowledgement carrying the time we received your request, and that time is what counts, not the time we get round to handling it.
Refunds
You are refunded without undue delay and no later than fourteen days after we receive your request. We refund the way you paid unless we agree otherwise. We charge nothing for the refund.
Who you are contracting with
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If we cannot agree
Contact the Swedish National Board for Consumer Disputes at arn.se, which decides disputes free of charge. You can also use the European Commission's online dispute resolution platform. We follow the board's recommendations.