Online shopping
Paid for an order that never arrived? We help organise the order history, payment records and potential points of contact.
Clarity after online fraud
A clearer mind.
A way forward.
When something goes wrong online, a clear understanding matters. We help you organise your situation and explore possible routes to a refund. Personal support, discretion, and no empty promises.
Every situation is different. A refund cannot be guaranteed.
Your situation comes first
One step at a time
Find your bearings again.
Understand the situationWhat happened?
Organise the recordsWhat can be documented?
Explore the optionsWhat comes next?
A structured approach. Not a promise of recovery.
Personal guidance
Clear communication
Realistic expectations
Where we can help
Different scams.
The same question: what now?
From an order that never arrived to a questionable investment: the circumstances, payment method and available evidence shape the next steps.
Crypto & investments
For suspicious trading platforms or investment offers, we review the available information with you.
Romance scams
When someone has taken advantage of your trust, you deserve a calm, discreet approach.
Phishing & identity theft
Unrecognised payments or misused personal details? We help you document what happened clearly.
Subscriptions & hidden charges
Organised records make it easier to examine unclear subscription terms and unexpected charges.
Fake technical support
After a suspicious support contact, we help bring together the payments and communications.
A transparent process
Step by step.
Not in the dark.
You should understand what is being reviewed and which options remain available. Without blanket promises about timing or results.
01
Start with your story
Tell us what happened. Together, we build an initial understanding of your situation.
02
Understand the details
We look at the payment method, timeline and records to identify potential approaches.
03
Agree on the next steps
We discuss possible ways to contact banks, payment providers or other appropriate bodies and clarify the agreed scope.
04
Understand the outcome
You receive a clear explanation of the position. Whether any payment is returned, and how much, depends on the individual case.
Independent supportPeople, not case numbersbafin-hilfe.com
People, not case numbers
Listen first.
Then look ahead.
Online fraud often leaves people with more questions than answers. Our approach is to bring information together clearly and discuss possible next steps with you.
We are an independent service provider, not a public authority. An initial conversation is not a substitute for individual legal advice. Services, possible costs and limitations must be clarified before any engagement.
A personal conversationSpace to explain your situation.
Understandable stepsKnow what the next step involves.
Realistic expectationsNo guaranteed refunds.
Good to know
Your questions.
Clear answers.
The essentials before an initial conversation.
What does an initial conversation cost?
The initial conversation is free and non-binding. The scope and fees for any further services are expressly agreed before an engagement.
Can a refund be guaranteed?
No. Whether a refund is possible depends on factors including the payment method, timing and available information. A particular result or fixed timeframe cannot be promised.
What costs might arise later?
Our offer provides for success-based fees without upfront charges. The precise terms and calculation method must be clearly set out in the individual engagement.
What information is useful to begin with?
A brief description, approximate dates, the payment method and the amount involved help with an initial overview. Never send passwords, verification codes, full card details, private keys or seed phrases.
Can I ask about an older case?
An older situation can still be discussed. Any remaining options need to be considered individually; no blanket assurance is possible.
Is this service part of BaFin?
No. bafin-hilfe.com is an independent service. It is not operated by the German Federal Financial Supervisory Authority (BaFin) and does not act on its behalf.
Let’s begin with a conversation
You don’t have to
sort it all out alone.
Briefly describe your situation. Please do not share sensitive login credentials or full payment details here.
[email protected] +49 302 29 55 455
Telephone availabilityMon–Thu 09:00–19:00
Fri 09:00–15:00
Fri 09:00–15:00
Refundwerk GmbHKurfürstendamm 129 D
10711 Berlin
Deutschland
10711 Berlin
Deutschland