A refund is linked to your right of withdrawal: as long as the service has not yet been fully performed, you can get your money back. This article explains when a refund is possible, how you initiate it, and how long it takes.
When a refund is possible
We refund the purchase price in these cases:
- Withdrawal before delivery — you have paid, but the authority-ready PDF has not yet been generated or sent: full refund.
- Technical problem on our side — for example a wizard error, a PDF that was never generated, or an accidental double charge: full refund.
- Error in the PDF completion on our part that cannot be resolved by regenerating it: correction or refund.
When there is no refund
- The PDF has already been delivered and the right of withdrawal has effectively expired (§ 356 BGB): the digital service has then been performed.
- The authority rejects the application. civitas. is a document service and not a legal services provider — the outcome of the official procedure is beyond our influence.
- Incorrect details were entered in the application. Your own input error is not grounds for a refund — you can correct your entries in the wizard and regenerate the document. If you have questions, support will help.
How to request a refund
Contact our support informally — by email to kontakt@einbuergerungsservice.de or via the contact form. Briefly describe your case and the order; we will review the refund and get back to you.
Process and duration
The refund always goes back to the original means of payment — a card payment goes back to the card. How long the credit takes depends on the payment method:
- Credit and debit card: usually 1–5 working days.
- Apple Pay and Google Pay: 1–5 working days — the credit goes to the card stored in the wallet.
The legal basis is set out in our terms and conditions.