Refund & Payment Disputes Policy
Effective Date: 2025/03/01

At IDentity Center GmbH, we strive to provide the best possible service and products to our customers. However, we understand that situations may arise where a refund or payment dispute may be necessary. This policy outlines the process for requesting refunds and disputing payments.

1. Refund Policy
1.1 Eligibility for Refunds
Refunds may be requested in the following cases:

Physical Goods: If the product is defective, damaged, or not as described. Refunds for physical goods must be requested within 14 days of receipt.

Digital Products or Services: Refunds are generally not provided for digital products or services once they have been delivered or accessed, unless the service is faulty or not delivered as agreed.

1.2 How to Request a Refund
To initiate a refund request, please contact our customer support team at support[at]identitycenter[dot]biz with the following details:

- Order number
- Reason for the refund request
- Any relevant documentation (e.g., photos of damaged goods, screenshots of issues with digital products)


1.3 Processing of Refunds
Once your refund request is received and approved, we will process the refund within 10 business days. Refunds will be issued to the original payment method unless otherwise agreed upon. Please note that it may take additional time for your bank or payment provider to process the refund.

1.4 Non-Refundable Items
Some products and services are non-refundable, including:

- Subscription-based services that have been accessed or activated.
- Digital goods or licenses once downloaded or activated.
- Customized or personalized items.

2. Payment Disputes
2.1 How to Dispute a Payment
If you believe that a payment was made in error or there is a discrepancy with a charge, please contact us as soon as possible of the payment date. To dispute a payment, provide the following details (if possible):

- Order number
- Payment transaction details (e.g., invoice number, date, amount)
- Description of the dispute or issue

2.2 Investigating Payment Disputes
Once we receive your dispute, our team will review the case and contact you for further clarification if necessary. We will aim to resolve the dispute within 10 business days. During this process, we may request additional information to help resolve the issue.

2.3 Possible Outcomes
Upon review, the following actions may be taken:

Payment Valid: If the payment is found to be valid, we will provide a detailed explanation and no further action will be taken.

Payment Error: If we find an error with the payment (e.g., incorrect amount charged, duplicate transaction), we will issue a refund or correction.
Partial Refund: In some cases, partial refunds may be issued depending on the nature of the dispute.

3. Subscription Cancellations and Refunds
3.1 Cancellation of Subscriptions
Customers may cancel their subscriptions at any time. To cancel, please follow the instructions on your account page or contact our support team at support[at]identitycenter[dot]biz.

4. Chargebacks
If a chargeback is initiated by your bank or payment provider, it may result in additional administrative fees. We strongly encourage customers to reach out to us directly before initiating a chargeback, as we will work diligently to resolve any issues promptly.

5. Contact Information
If you have any questions or need assistance with a refund or payment dispute, please contact us at:

Email: support[at]identitycenter[dot]biz
Phone: +49 (0)69 175369080

Address:
IDentity Center GmbH
co BFD
Frankfurter Str. 151B
63303 Dreieich

6. Policy Changes
IDentity Center GmbH reserves the right to amend or update this policy at any time. Any changes will be posted on this page with the updated date. It is your responsibility to review this policy periodically for any changes.

By using our products and services, you agree to this Refund & Payment Disputes Policy. Thank you for choosing our company.