Customer Service and Refund Policy

Customer Service Contact Details

Company name
Mobici B.V.
Primary Contact Name
Sylvia Frowijn
Email address
support@mobici.be
mobici.uk@silverlines.info
Phone Number
03 331 37 998 (basic rate only)
Opening Hours
Monday–Friday, 09:00–17:00
Out-of-Hours Support
IVR service available

1. Purpose

This policy outlines the standards and procedures for handling customer enquiries, complaints, and refund requests in a fair, timely, and respectful manner, in line with consumer protection regulations.

2. Scope

This policy applies to all customers of Mobici BV and to all employees handling customer service interactions.

3. Definitions

  • Enquiry: A customer request for information or clarification.
  • Complaint: An expression of dissatisfaction about a product or service.
  • Refund: Reimbursement of money paid by the consumer for a product or service.

4. Customer Enquiries & Complaints Handling

Free Access

  • Consumers can make any enquiry or complaint free of charge.
  • Phone contact is available at no more than the basic rate.

Availability

  • All calls are answered where possible between 9:00 AM and 5:00 PM on working days.
  • Outside these hours, an IVR system is available.

Response Timelines

  • Written enquiries/complaints are acknowledged within 5 working days of receipt.
  • Consumers are kept informed at appropriate intervals about the status and progress of their case.

Resolution

  • Mobici BV uses its best endeavours to resolve all issues promptly and fairly.
  • Determinations are provided without undue delay and include:
    • The decision outcome
    • Any action or remedy
    • A contact point for further clarification

Record-Keeping

  • All enquiries, complaints, and resolutions are recorded and retained in writing.

5. Refund Policy

Refund Methods

  • Refunds are made to the customer's bank account or PayPal account.

Processing Schedule

  • Refunds are processed and issued every Monday.

Refund Decisions

  • Customers are informed without undue delay about the refund outcome.
  • The decision includes:
    1. The reason for the decision
    2. The amount to be refunded
    3. The refund date

Refund Payment

  • Refunds are issued as a credit on the next bill or another method agreed with the consumer.
  • No fees or charges are applied to the customer for receiving a refund.

6. Supporting Vulnerable Customers

The Company is committed to identifying, assessing, and mitigating risks of harm to vulnerable customers throughout the customer journey.

A vulnerable customer is any individual who, due to personal circumstances, age, disability, illness, financial hardship, cognitive impairment, language barriers, or other factors, may be at greater risk of experiencing detriment or difficulty in making informed decisions.

To protect vulnerable customers, the Company shall:

  • Take reasonable steps to identify indicators of vulnerability during customer interactions.
  • Assess whether a customer's circumstances may affect their ability to understand, consent to, or safely use the service.
  • Adapt communications and support arrangements to meet the customer's individual needs, including the use of plain language, alternative formats, additional explanations, and extended decision-making time where appropriate.
  • Offer alternative communication channels, including email, written correspondence, and other accessible methods where suitable.
  • Implement additional safeguards where a risk of consumer harm has been identified.
  • Ensure that staff receive appropriate training to recognise and respond to vulnerability indicators.
  • Monitor complaints, customer feedback, service usage patterns, and other relevant data to identify potential risks affecting vulnerable customers.
  • Review and update vulnerability risk assessments regularly and whenever significant changes occur to services, products, or customer demographics.
  • Maintain records of identified risks, mitigating actions, and reviews undertaken to demonstrate compliance with applicable regulatory requirements.

Where the Company determines that a service presents an unacceptable risk of harm to vulnerable customers, appropriate remedial action will be taken, which may include enhanced controls, service restrictions, suspension, or withdrawal of the service.