Cancellation and refunds

The promise, in one sentence

You pay when you order. If the certificate cannot be issued, we refund the full amount.

Everything below is that sentence with its edges drawn. The rule itself is section 8 of the terms of sale; where this page and the terms disagree, the terms govern.

Why there is no 14-day cooling-off period

Klarseal sells only to companies and to registered sole traders ordering in the course of business. A valid VAT or organisation number is required to order, and we do not operate a consumer sales channel.

The Norwegian right-of-withdrawal rules and the EU distance-selling rules that give a buyer a cooling-off period protect consumers. They do not apply to a business purchase, so an order placed here carries no statutory right of withdrawal. What it carries instead is the refund rule in our terms of sale, which we state plainly here rather than burying.

Until the certificate is issued

If the certificate is not issued, you get the full amount back, MVA included. That is so whichever of these ends the order:

• You cancel. You can cancel at any point before the certificate is issued, whether or not the application has gone to Certum yet.
• We decline the order. We check every application before it goes to Certum and may decline it, for example if the company details cannot be confirmed (terms, section 4).
• Certum declines it. Certum decides whether a certificate is issued, and we cannot overrule it.
• Validation is not completed. For example, the identity check of the person you named is never done.

If validation makes no progress for 90 days, we may close the order and refund it. We tell you before we do.

After the certificate is issued

An issued certificate is not refunded. That holds even if Certum issued it before we could stop the order, so if you want to cancel, tell us as early as you can.

Revocation is a separate thing from a refund. A certificate can be revoked — because the key may be compromised, because the company details changed, or because you ask for it — and that ends the certificate’s usefulness. Revocation brings no refund unless we caused it (terms, section 9).

If the certificate was issued with wrong details through our mistake, and you tell us within 30 days of issuance, we have it corrected free of charge.

There are no partial refunds: either the certificate is not issued and you get the full amount back, or it is issued and the order is complete.

No issuance date is promised

We do not promise a date on which your certificate will be issued, and a delay is therefore not by itself a ground for a refund. Certum’s document review and the identity check of the person you named are outside our control.

What we do commit to is that your application reaches Certum complete, and that you can always see which step is outstanding and who is holding it, through the status link in our emails. An incomplete application is the usual cause of delay, and it is the part we can control.

How a refund reaches you

We start the refund within 10 working days of the order ending. It goes through Mollie, our payment provider, to the payment method you used. We issue a credit memo against the original invoice, with a one-line neutral reason, and we email you when it has been issued.

How long the money then takes to appear is up to your bank or card issuer rather than us.

Renewals

There is no subscription and nothing renews automatically. A renewal is a new order for a new certificate, under the terms current at the time, and this page applies to it in the same way. An existing certificate is unaffected by cancelling a renewal.

Asking for a cancellation or a refund

Email support@klarseal.com with your order number and one line about what you want to happen. The order number is shaped KS-2026-0001 and is in your confirmation email. A person answers by email.

Certificates are issued by Certum

Klarseal takes the order, the payment and the invoice. Certum performs the validation and issues the certificate, and is named as the issuer in the certificate itself. A refund from Klarseal is a refund of what you paid Klarseal; it does not revoke a certificate Certum has already issued, and revoking a certificate brings no refund unless we caused the revocation.