Rules governing scheduled 1-on-1 consultations, statutory right of withdrawal (ångerrätt), cancellations, and payment reversals via Stripe.
This Cancellation & Refund Policy is drafted as an underwriting-ready template under the Swedish Distance and Off-Premises Contracts Act (Distansavtalslagen (2005:59)) and EU Directive 2011/83/EU. This document must be formally reviewed and tailored by qualified Swedish legal counsel (advokat or jurist) to ensure alignment with platform operations.
Deeyam (operated by Asimovx technologies AB) functions exclusively as a two-sided digital marketplace intermediary.
Our platform provides technological infrastructure, scheduling software, video transmission signaling, and payment facilitation via Stripe. When a Client reserves a consultation, the underlying advisory contract is formed directly between the Client and the independent Expert. Asimovx technologies AB is not the advisory service provider.
Under Chapter 2, Section 10 of the Swedish Distance and Off-Premises Contracts Act (Lag (2005:59) om distansavtal och avtal utanför affärslokaler), EU consumers generally have a statutory right of withdrawal of 14 calendar days from the conclusion of an online service contract.
Because consultation sessions are scheduled for specific calendar dates and time slots, the service may be scheduled to commence before the 14-day statutory withdrawal period has elapsed. Swedish law and EU Directive 2011/83/EU (Art. 16(a)) provide specific rules governing this scenario:
To protect both Clients and independent Experts who reserve dedicated professional time, all scheduled cancellations are governed by the following clear time windows:
| Cancellation Timing | Refund Percentage | Conditions & Expert Compensation |
|---|---|---|
| > 24 Hours Before Session | 100% Full Refund | Full refund of both the Expert Session Fee and the Platform Fee credited to the original payment card. No cancellation fee is assessed. |
| < 24 Hours Before Session | 50% Refund / Credit | A 50% refund or platform credit is issued. The retained 50% is disbursed to the Expert as fair compensation for their reserved calendar slot and lost availability. |
| Client No-Show (> 15 Mins Late) | 0% Refund | If the Client fails to join the video room within 15 minutes of the scheduled start time, the session is marked as completed/no-show, and full session funds are released to the Expert. |
We enforce strict punctuality standards across all independent Experts:
If an Expert fails to attend within 10 minutes of the scheduled start time without prior notice, the Client is entitled to an automatic, immediate 100% refund of all fees.
Clients may alternatively elect to transfer their booking to any alternative available slot with the Expert at zero additional charge.
Experts who repeatedly fail to attend confirmed sessions are subject to immediate platform suspension under our Provider Terms.
If a session is interrupted or hindered by technical disruptions (e.g., severe network degradation, WebRTC signaling failures, or platform platform outages):
All approved refunds are initiated through our payment partner, Stripe (Stripe Payments Europe, Ltd. (Ireland)):
If a dispute cannot be resolved directly with our support team, Swedish consumers have the statutory right to bring the matter before the National Board for Consumer Disputes (Allmänna reklamationsnämnden - ARN):
Allmänna reklamationsnämnden (ARN) (National Board for Consumer Disputes)
Address: Box 174, 101 23 Stockholm, Sweden
Website: https://www.arn.se
EU consumers may also submit complaints via the European Commission’s Online Dispute Resolution (ODR) portal: ec.europa.eu/consumers/odr