Refunds and complaints

Digital content and the right of withdrawal

The full report (€ 7,95) is digital content. It is produced for the customer immediately after payment. Under Dutch law (article 6:230p sub g of the Civil Code) the 14-day right of withdrawal does not apply when the customer has expressly asked for immediate delivery and has acknowledged that the right of withdrawal is lost once delivery starts. This confirmation is given with a checkbox at checkout and is repeated in the confirmation email.

When a refund is given anyway

• The report could not be generated or was not delivered.
• The report concerns a different letter than the one uploaded.
• The report contains a clear error that support cannot correct within two working days.
• The same letter was paid for twice.

In these cases the full amount is refunded through the original payment method. Refunds are processed by Mollie and normally arrive within five working days.

How to complain

Send an email to support@dutchletter.nl with the report link and a short description of the problem. A reply follows within two working days. If the complaint is not resolved to satisfaction, the customer can bring the matter before the competent court in the Netherlands. Consumers in the EU can also contact their national consumer organisation.