RETURN, CANCELLATION AND REFUND POLICY
for the website www.safetybroker.md
This Return, Cancellation and Refund Policy establishes the conditions under which online payments made for insurance products purchased through the platform www.safetybroker.md, administered by the Insurance-Reinsurance Broker B.A.R. "Safety-Broker" S.R.L., may be revoked, cancelled, or refunded.
The document is drafted in accordance with the legislation in force of the Republic of Moldova, including Law No. 105/2003 on Consumer Protection, the Civil Code, legislation on insurance activity (Law No. 92/2022), the regulations of the National Bank of Moldova (NBM), and Law No. 195/2024 on Personal Data Protection.
1. Consumer Rights and the Specifics of Insurance Products
In accordance with Law No. 105/2003 on Consumer Protection, consumers benefit from the right to correct, complete, and accurate information regarding purchased services, as well as protection against abusive clauses or unfair commercial practices.
However, insurance policies (MTPL/RCA, Green Card, CASCO, Travel Medical Insurance, etc.) represent financial service contracts with a special regime. Unlike physical products, electronic insurance policies enter into force and start their validity on the date and time selected by the consumer and confirmed upon issuance. The right to revocation, termination, or return of paid amounts is subject to both consumer protection norms and the specific legislation in the insurance field.
2. Cancellation and Refund Conditions
In accordance with consumer rights and sectoral norms, the user (Insured) may request the cancellation of the transaction and the refund of the insurance premium paid online with a bank card in the following justified cases:
- Technical errors or double debiting: If, due to a technical error of the platform or the payment processor, the user's card was debited multiple times for the same order or an erroneous amount was charged, the overcharged amount will be fully refunded, without deductions.
- Cancellation of the policy before the start of the validity period: If contract termination is requested before the insurance policy enters into force (before the risk start date and time), the paid amounts can be fully or partially refunded, with the possible deduction of administrative or management expenses incurred, in accordance with legal norms and the regulations of the issuing insurer.
- Termination during the validity period: For ongoing contracts (for example, in the case of alienating a vehicle insured through RCA or CASCO), the refund of the premium for the remaining validity period is strictly made under the conditions established by national insurance legislation, based on a written consumer request, with the absolute condition that no claims have been registered or paid on that policy.
3. Exceptions to Returns
Pursuant to the legislation applicable to financial and insurance services, amounts paid cannot be returned and refunded for:
- Insurance policies whose validity period has already begun or has entirely expired.
- Insurance policies based on which insured risks have occurred, claim files have been opened, or indemnity payments have been made.
4. Complaint Resolution Procedure and Refund Term
Observing the transparency standards imposed by Law No. 105/2003 on Consumer Protection, the addressing and analysis procedure is as follows:
- Transmission of the request: The consumer can send a written request to the official email address info@safetybroker.md or submit it physically at the registered office of B.A.R. "Safety-Broker" S.R.L. (Hîncești town, 1 Industrială str.).
- Content of the request: The request must contain: The consumer's first and last name, Personal Code (IDNP/IDNO), insurance policy number, transaction date, the last 4 digits of the bank card used for payment, and the detailed reason for the return/cancellation request.
- Resolution term: Complaints and refund requests submitted by consumers are analyzed, resolved, and processed by the responsible department within the legal term of up to 14 calendar days from the date of their reception, and a reasoned written response is provided.
5. Method of Money Refund
To guarantee financial security and compliance with international payment rules (Visa / MasterCard):
- Exclusively to the original card: All refunds for online card payments will be made exclusively to the card account from which the initial payment was made.
- Prohibition of cash: Cash refunds or transfers to other accounts or third-party cards are not permitted, in order to prevent fraud.
- Collection terms: The actual time within which the refunded amounts will be visible in the client's account depends exclusively on the card-issuing bank and typically varies between 3 and 7 business days from the date the return order is processed by the broker.
6. Personal Data Protection
All data collected during the resolution of returns and consumer requests are processed under strict confidentiality.
B.A.R. "Safety-Broker" S.R.L., as a personal data controller, guarantees the implementation of appropriate technical and organizational measures to secure this information, in accordance with the provisions of Law No. 195/2024 on Personal Data Protection.