Refund Policy

1. Right of withdrawal — 14 days

As a consumer (private individual ordering for non-business purposes) you have the right to withdraw from the agreement within 14 days from the date you placed the order, in accordance with the Swedish Distance Contracts Act (Lag om distansavtal och avtal utanför affärslokaler, SFS 2005:59).

To exercise this right, send an email to info@doxvl.se stating your order number and that you wish to withdraw. We confirm receipt within 1 business day.

2. Exception — started services

When you place an order and confirm that processing should start immediately (e.g. notarization, embassy submission, translation work) you waive the 14-day withdrawal right for the portion of the service already performed, in accordance with the Distance Contracts Act § 11.

Concretely:

• You can cancel before processing has begun — full refund.
• You can cancel after partial processing — refund of the unused portion, minus any third-party fees already paid (Notarius Publicus, MFA, embassies, translators) which are non-refundable.
• You cannot cancel after the service is fully delivered.

3. Service errors & complaints

If the delivered legalization, translation or visa service does not match what you ordered — wrong stamp, missing signature, incorrect language — contact us within 30 days of receipt. We will correct the error at no extra cost or refund the full amount if correction is impossible.

4. Refund process

1. Email info@doxvl.se with your order number and reason.
2. We confirm receipt within 1 business day and assess the case.
3. Approved refunds are processed within 14 days (Distance Contracts Act maximum).
4. Card payments are refunded to the same card via Worldline. It typically takes 3–10 business days for the refund to appear on your statement, depending on your card issuer.
5. Invoice payments are credited via a credit invoice from our finance team.

5. Non-refundable items

• Third-party fees (Notarius Publicus, Swedish MFA, embassy fees, MOFA, courier postage) already paid on your behalf.
• Document copies that have left our office and cannot be recalled.
• Services explicitly marked as non-refundable at checkout (e.g. last-minute embassy slots).

6. Dispute resolution

If you are not satisfied with our handling of your refund, you can refer the dispute to:

• Allmänna reklamationsnämnden (ARN) — the Swedish National Board for Consumer Disputes. arn.se
• EU Online Dispute Resolution — ec.europa.eu/odr

7. Contact