I have been charged twice for my subscription – how to get a refund

If you have accidentally been charged twice for your Saphe subscription, we apologise for the inconvenience. This article explains when and how you can get a refund for the additional payment, and what you can do to avoid duplicate payments in future. 

When can you get a refund for the additional payment? 

If you have accidentally created two or more Premium+ subscriptions shortly after one another, we generally refund the additional subscription in full when you contact us.

For us to issue you a full refund, the following conditions must be met:

• The subscriptions were created shortly after one another, so it clearly appears to be an accidental creation.
• You contact us within a reasonable period – preferably within 1 month of the additional subscription being created.
• At no point has an additional device been linked to the excess subscription – your own device linked to both subscriptions, or a Drive Pro, does not count here.

If you contact us later than 1 month after the event, we will of course still look into your case – just remember that we can process enquiries no later than:

• 3 months after the payment date for monthly payments
• 3 months after the payment date for the additional invoice for half-yearly or yearly payments

If your case does not meet all the criteria above, this does not necessarily mean that we cannot help you. We always assess your case individually, and in many cases you may still receive a partial refund.

How to get a refund for the additional payment

Contact our Customer Care, and we will process your case and ensure that you receive a refund of the amount you are entitled to. You can find the contact details further down in the article. The amount will be credited back to the credit card or payment method you used for the payment. 

When can I expect the refund?

The refund is typically processed within 5–7 business days and credited back to the credit card or payment method you originally paid with.

Note: The transaction may take a couple of extra days to appear in your bank account, depending on your bank.

How to contact Customer Care

If you have not received the refund within 5–7 business days, or if you have any other questions about payments and subscriptions, you are welcome to contact our Customer Care team. We will help you quickly and efficiently.

• Email: support@saphe.dk
• Chat directly in the Saphe Link app
• Telephone: +45 42 90 33 11

How to avoid duplicate payments

Most duplicate subscriptions occur for one of these three reasons – so you can easily avoid them in future:

• Error message during creation: Sometimes Saphe Link displays an error when you create your subscription, even though the creation has actually been completed. If you see an error, please check your subscriptions under your profile, or contact us before creating a new one.
• Incorrect login when receiving your device: When you receive your device from our website, it is important that you are logged into the correct account when you create your subscription, so that you do not accidentally create an additional one.
• Payment reminder: If you have received a message saying that your payment has failed, you should update your payment details instead of creating a new subscription.

If you are unsure, our Customer Care team will be happy to help you review your subscriptions.