Refunds

Two things to keep apart

You buy each report individually and pay for it directly; this needs neither credit nor a plan. Technically the purchase is booked as a top-up equal to the report price and redeemed immediately, so nothing is left over. For frequent users, credit, packages and a monthly plan are available as an option; the plan pays into credit. That is why there are two different processes, and a different rule applies to each.

Your credit is money you have not spent yet. As long as it is unused, you get it back. A finished report is a service we have already delivered. There is no refund for that, because you have it.

When you get money back

Unused credit. You can ask for it back at any time. It does not expire, and we pay it out without asking for a reason. Within the withdrawal period of 14 days this is your statutory right anyway, see the right of withdrawal. After that we still do it.

An analysis that fails to complete. If an analysis fails for a reason you are not responsible for, the amount is automatically credited back to your balance. You do not have to do anything for this, and you do not need to write to us either.

Charged twice. If a top-up was charged twice for technical reasons, we refund the second charge in full.

Something is our fault. If a report is unusable because of an error on our side that we have confirmed, we refund it. First write to us through the contact form (this opens a ticket) and tell us what is wrong. This does not mean a report whose result you simply do not like. An assessment can be unwelcome and still correct.

When there is no refund

There is no refund for a finished report. Before it starts you expressly confirm that the analysis should begin immediately, and that your right of withdrawal ends once the report is finished. Nothing starts without this confirmation.

This applies even if the result turns out differently than you hoped. We owe you a careful analysis, not a particular result.

The monthly plan

The plan is optional. After each monthly payment we add credit to your account. It is ordinary credit, valid for any report, and it does not expire.

Withdrawal. You can withdraw from the plan within 14 days of signing up. We then refund the part of the payment that corresponds to the unused credit from the plan. For reports you have already started from it, the rule for finished reports above applies.

Unused credit from the plan. After the withdrawal period we do not pay out credit from the plan. It does not expire and stays valid for any report, also after you cancel. If you close your account, we refund the part of your monthly payments that corresponds to the credit from the plan still unused at that point, not the higher credit value. Credit you topped up yourself is paid out at any time, as described above.

Cancellation. You can cancel at any time without notice, effective at the end of the current billing month. You can do this in your account with the “Cancel contract here” button, without signing in using the form Cancel contracts here, or by email to office@scanmyhome.de. After the end you pay nothing more, and no further credit is added. Credit already added stays yours.

How it works

Write to office@scanmyhome.de. Tell us the email address your credit is under, and what this is about. We do not need more than that.

We confirm receipt and get back to you with a decision within two working days. For unused credit there is nothing to decide, we simply pay it out.

The money always goes back to the same means of payment you used to pay. We cannot technically offer anything else. You incur no costs for this.

Depending on your bank and means of payment, it usually takes five to ten working days for the money to reach your account. That time is not within our control.

What is still done by hand today

So you know rather than wonder: a refund with us is triggered by a person, not by a button in your account. The amount already credited is then deducted from your balance by hand. That is why it takes the two working days mentioned above.

The smallest top-up amount is 10,00 €. Partial refunds below this amount are possible, but take just as long.

Your statutory rights

This page describes what we do voluntarily. It does not limit your statutory rights and cannot do so. If you are a consumer living in the European Union, the mandatory rules of your home country also apply in addition, regardless of which law is chosen in the terms of use.

If you live outside the European Union, for example in Switzerland or the United Kingdom, the same applies to the mandatory rights of your country of residence.