Terms of service
Privacy Policy
ARTICLE 1 – PERSONAL INFORMATION WE COLLECT
When you make a purchase from our store, as part of the buying and selling process, we collect the personal information you provide to us, such as your name, address, and email address.
When you browse our store, we also automatically receive your computer's Internet Protocol (IP) address, which gives us more details about the browser and operating system you are using.
Email marketing (if applicable): With your permission, we may send you emails about our store, new products, and other updates.
SMS marketing (if applicable): by entering your phone number when placing your order, you agree to receive SMS messages (order tracking and abandoned cart recovery), as well as promotional offers. SMS messages will not exceed 4 per month. You can unsubscribe at any time by texting STOP.
ARTICLE 2 – CONSENT
How do we obtain your consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery, or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your explicit consent, or provide you with an opportunity to say no.
How do I withdraw my consent?
If after opting in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use, or disclosure of your information, at any time, by contacting us at contact@romyandhazel.com
ARTICLE 3 – DISCLOSURE
We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.
ARTICLE 4 – SHOPIFY
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify's data storage, databases, and the general Shopify application. Your data is stored on a secure server behind a firewall.
Payment:
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify's Terms of Service here or Privacy Statement here.
ARTICLE 5 – THIRD-PARTY SERVICES
In general, the third-party providers used by us will only collect, use, and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies with respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities located in a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in the United Kingdom and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
Once you leave our store's website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website's Terms of Service.
Links
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.
ARTICLE 6 – SECURITY
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered, or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
COOKIES
Here is a list of cookies that we use. We have listed them here so you can choose if you want to opt out of cookies or not.
_session_id, unique token, sessional, allows Shopify to store information about your session (referrer, landing page, etc.).
_shopify_visit, no data held, persistent for 30 minutes from the last visit, used by our website provider's internal stats tracker to record the number of visits.
_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, counts the number of visits to a store by a single customer.
cart, unique token, persistent for 2 weeks, stores information about the contents of your cart.
_secure_session_id, unique token, sessional.
storefront_digest, unique token, indefinite, if the shop has a password, this is used to determine if the current visitor has access.
ARTICLE 7 – AGE OF CONSENT
By using this site, you represent that you are at least the age of majority in your country or region of residence, or that you are the age of majority in your country or region of residence and you have given us your consent to allow any of your minor dependents to use this site.
ARTICLE 8 – CHANGES TO THIS PRIVACY POLICY
We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.
QUESTIONS AND CONTACT INFORMATION
If you would like to: access, correct, amend, or delete any personal information we have about you, register a complaint, or simply want more information, contact our Privacy Compliance Officer at contact@romyandhazel.com
If you are not satisfied with our response, you also have the right to lodge a complaint with the relevant supervisory authority — in the United Kingdom, the Information Commissioner's Office (ICO, www.ico.org.uk); in France, the CNIL (www.cnil.fr).
J'ai ajouté au passage la clause de réclamation ICO/CNIL qui manquait dans le modèle d'origine (obligatoire sous UK GDPR). Tu as aussi un document plus complet et détaillé (bases légales de traitement, cookies détaillés) dans data_protection_policy_en.md si jamais tu veux le comparer ou l'utiliser à la place de celui-ci.
Conditions de service
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terms_and_conditions_en.md
Voilà, version propre prête à copier-coller (Terms and Conditions of Sale / CGV — c'est le document "Conditions de service" complet) :
Terms and Conditions of Sale
Article 1 – Definitions
These Terms and Conditions of Sale (hereinafter the "Terms") are provided by Guillaume Landeau, trading as Romy & Hazel (hereinafter the "Seller").
The following terms are used throughout:
"Site": the website "https://romyandhazel.com" and all of its pages, the exclusive property of the Seller.
"Products" or "Services": all products (goods) and services that may be purchased or subscribed to on the Site.
"Seller": Romy & Hazel, a natural person offering Products or Services on the Site.
"Customer": the internet user, whether an individual or a business, purchasing Product(s) or Service(s) on the Site.
"Consumer": in accordance with the definition applicable under French consumer law: "any natural person acting for purposes which are outside their trade, business, craft, or profession."
Any internet user visiting the Site who is interested in the Products and Services offered by the Seller is invited to read these Terms carefully, to print and/or save them on a durable medium, before placing an order on the Site.
The Customer acknowledges having read the Terms and accepts them in full.
Article 2 – Application of the Terms and Purpose of the Site
The Seller reserves the right to amend the Terms at any time by publishing a new version on the Site.
The Terms applicable to the Customer are those in effect on the day the order is placed on the Site.
Legal information concerning the host and publisher of the Site, the collection and processing of personal data, and the terms of use of the Site are provided in the Terms of Use, the Legal Notice, and the Privacy Policy of this Site.
This Site offers the online sale of beauty and skincare products.
The Site is freely and openly accessible to any Customer. The purchase of a Product or Service implies the Customer's acceptance of these Terms in full, and the Customer thereby acknowledges having fully read them. This acceptance may, for example, take the form of the Customer ticking a box next to a statement such as "I acknowledge that I have read and accepted the Terms and Conditions of the Site." Ticking this box shall be deemed to have the same value as a handwritten signature by the Customer.
Acceptance of these Terms requires that the Customer has the necessary legal capacity to do so. If the Customer is a minor or otherwise lacks such legal capacity, they declare that they have the authorisation of a guardian or legal representative.
The Customer acknowledges the evidentiary value of the Seller's automatic recording systems and, unless proven otherwise, waives the right to dispute them in the event of a dispute.
Any order for Products implies the Customer's unconditional acceptance of, and full adherence to, these Terms, which take precedence over any other document: catalogues, advertisements, leaflets, except where expressly and previously agreed otherwise by the Seller.
Article 3 – Customer Service
The customer service of this Site can be reached by email at "contact@romyandhazel.com", via a contact form, or by post at the address indicated in the Legal Notice. The Customer must include their first name, last name, the subject of their request, and their order number in the email.
For any business enquiries (partnerships, media, contract proposals), the Seller can only be reached by email at contact@romyandhazel.com.
Article 4 – Order Process and Purchase Procedure
The Products and Services offered are those listed in the catalogue published on the Site. Each product is accompanied by a description prepared by the Seller based on the information provided by the supplier.
Photos shown on the Site are not contractually binding and may vary noticeably from the actual products. These variations may result from screen and camera settings, product lighting, angle of the shot, etc.
"Cart" is defined below as the intangible object grouping together all Products or Services selected by the Customer on the Site with a view to purchase, by clicking on those items. To place an order, the Customer selects the Product(s) they wish to order by adding them to their "Cart," the contents of which may be modified at any time.
The Customer places the Order via the Site: the Customer registers and confirms the Order on the Site.
To place an order on the Site, the Customer freely selects one or more Products from the Site's catalogue, by clicking the "Add to Cart" button. On the "Cart" page, the Customer can review the details of their Order and correct any errors before confirming it.
On the "Information" page, the Customer must enter their contact details. They may opt in to order tracking by email by ticking the relevant box.
On the "Shipping" page, the Customer must select their preferred shipping method from those offered.
On the "Payment" page, the Customer must enter their payment details and billing address. The Customer may also enter a promotional code if they have one.
A full summary of the Order will then appear. The Customer may modify any element of the Order before finalising it. The Customer is responsible for any errors relating to the Order, the Products, or their contact information.
The sale is validly formed once the Customer has confirmed the Order by clicking the "Complete my order" button, has accepted the Terms and Conditions of Sale, and has completed payment according to the method chosen, subject to the right of withdrawal.
The date on which the order is validated corresponds to the date on which full payment of the total price (including tax) is confirmed as received.
Article 5 – Price and Payment Terms
Unless otherwise stated, prices shown in the catalogue are in Pounds Sterling (GBP), inclusive of all taxes (VAT applicable on the day of the order), and exclusive of any applicable handling and shipping fees.
Romy & Hazel reserves the right to pass on any change in the VAT rate to the price of Products or Services. The Seller also reserves the right to change prices at any time. However, the price shown in the catalogue on the day of the order will be the only price applicable to the Customer.
The Customer may place an order on this Site and make payment by Credit/Debit Card or PayPal. Card payments are processed via secure transactions provided by an online payment platform provider.
This Site does not have access to any of the Customer's payment method data. Payment is made directly between the Customer and the bank or payment provider receiving the payment. In the case of payment by bank transfer, the delivery times set out in the "Delivery" article of these Terms only begin from the date the Seller actually receives payment, which the Seller may prove by any means. Product availability is indicated on the Site, on each Product's description page.
Romy & Hazel will archive order forms and invoices on a reliable and durable medium constituting a faithful copy. Computerised records will be considered by the parties as proof of communications, orders, payments, and transactions between the parties.
Article 6 – Delivery
Delivery costs will be indicated to the Customer before any payment is made. The Site has no geographical delivery restrictions; orders may be shipped anywhere in the world. Delivery times indicated when ordering are provided for information only and remain subject to potential delays caused by postal services or other specific circumstances preventing delivery (strikes, severe weather, etc.).
Where a Product is delivered outside the European Union, the Customer is deemed to be the importer of the Product and accepts that, in such cases, the Seller may be materially unable to provide accurate information regarding the total amount of customs duties, formalities, or import taxes applicable in the country of delivery.
For deliveries to the United Kingdom: in accordance with UK low-value consignment rules, UK VAT is included in the displayed price and collected by the Seller at checkout for parcels with a value of £135 or less. For parcels exceeding this value, standard UK import procedures apply, and any customs duties or additional import charges are the responsibility of the Customer as importer.
Unless otherwise stated on the Site during the order process or in the description of the Products ordered, the Seller undertakes in all cases to deliver Products within a maximum of thirty (30) days following the conclusion of the contract with a Consumer Customer.
For hand-delivered parcels, the Customer may refuse a parcel at the time of delivery if they notice an anomaly (damage, missing Product compared to the delivery note, damaged parcel, broken Products, etc.); any such anomaly must be noted by the Customer on the delivery note, in the form of handwritten reservations, accompanied by the Customer's signature. To exercise this right of refusal, the Customer must open the damaged or defective parcel(s) in the presence of the carrier and have the carrier take back the damaged goods. For parcels delivered to a mailbox, the Customer agrees to check the parcel immediately and to contact Romy & Hazel's support team if any anomaly is noticed. Failure to comply with these requirements will mean the Customer cannot exercise their right of refusal, and the Seller will not be obliged to grant the Customer's request to exercise this right.
If the Customer's parcel is returned to the Seller by the postal service or other carriers, the Seller will contact the Customer upon receipt of the returned parcel to ask how they would like to proceed with their order. If the Customer refused the parcel by mistake, they may request that it be resent, subject to payment in advance of the postage costs for the new shipment. Postage costs must be paid even for orders where shipping was originally offered free of charge.
In the event of a delivery error or exchange (where the right of withdrawal applies, i.e. where the Customer is a Consumer and the contract entered into to acquire the Product or Service allows for withdrawal), any product to be exchanged or refunded must be returned to the Seller in full and in perfect condition. Any defect resulting from mishandling or misuse by the Customer cannot be attributed to the Seller.
Any delivery delay beyond the date or timeframe indicated to the Consumer Customer when ordering, or, in the absence of a stated date or timeframe, exceeding thirty (30) days from the conclusion of the contract, may entitle the Consumer Customer to cancel the sale, upon written request sent by registered letter with acknowledgement of receipt, provided that the Customer has first formally requested delivery from the Seller and the Seller has failed to comply. The Consumer Customer will then be refunded, no later than fourteen (14) days after the date the contract was terminated, for the full amount paid. This clause does not apply where the delivery delay is due to a case of force majeure.
Special case of a parcel whose tracking number shows "delivered" but which has not been received in the mailbox: if the Customer notices and informs the Seller that the parcel is not in their mailbox despite the tracking number showing "delivered," customer service may request further information as well as an official document from the postal carrier addressing the claim relating to the relevant tracking number. The Seller will then do everything possible to ensure Customer satisfaction, including, in particular, immediately resending the products at its own expense.
Article 7 – Right of Withdrawal and Withdrawal Form
The Consumer Customer has fourteen (14) working days from the date of receipt of their order to withdraw from the purchase. They must return any product that does not suit them and request an exchange or refund, free of penalties (except for return shipping costs), within fourteen days of Romy & Hazel receiving the refund request.
The Product must be returned in perfect condition, in its original sealed packaging and unused. The Consumer Customer will find below a standard withdrawal form for an order placed on the Site, to be sent to Romy & Hazel. It is understood that the Customer will bear the cost of returning the Product in the event of withdrawal.
The Customer is advised to return the item using a trackable shipping method. Otherwise, if the returned parcel does not reach the Seller, it will not be possible to launch an investigation with the postal service to locate it.
The refund will be made using the same payment method used by the Customer for the original transaction, unless the Customer expressly agrees to the Seller using a different payment method, and provided that the refund does not incur any cost to the Customer.
The Seller also reserves the right to delay the refund until the Product has been received, or until the Customer has demonstrated that they have shipped the Product, if no such proof has previously been provided.
Where Products are depreciated in value as a result of handling beyond what is necessary to establish the nature, characteristics, and proper functioning of the Product(s), the Customer's liability may be engaged.
The Consumer Customer will find below a standard withdrawal form for an order placed on the Site:
Withdrawal Form
(Please complete and return this form only if you wish to withdraw from the contract.)
To the attention of:
Romy & Hazel
I/we () hereby notify you of my/our () withdrawal from the contract for the sale of the goods below:
Order number:
Full name:
Phone number:
Email address:
Postal address:
Reason for the claim:
Exchange* (please state the desired product)
Refund* (please attach full bank details — account number and sort code, or IBAN/BIC)
Signature of Customer(s) (only if this form is submitted on paper):
Date:
(*) Delete as appropriate.
Article 8 – Product Warranty
The legal guarantee of conformity applies independently of any commercial warranty that may be granted.
The consumer may decide to invoke the warranty against hidden defects in the item sold, in accordance with applicable French civil law, unless the Seller has stipulated that no such warranty applies; in the event this warranty is invoked, the buyer may choose between rescission of the sale or a reduction in the sale price. The buyer has two years from the discovery of the defect to act.
All items purchased on this Site benefit from the following legal warranties provided under applicable civil law:
Legal Guarantee of Conformity
The Seller is required to deliver goods that conform to the contract entered into with the Consumer Customer and to address any lack of conformity existing at the time the Product is delivered. The guarantee of conformity may be invoked where a defect existed on the day the Product came into the Customer's possession.
However, it is the Customer's responsibility to prove that the defect existed at the time the Product came into their possession.
"In the event of a lack of conformity, the buyer chooses between repair and replacement of the goods. However, the Seller may decline the buyer's chosen remedy if it would result in a cost that is clearly disproportionate compared with the other remedy, taking into account the value of the goods or the significance of the defect. In that case, the Seller must, unless impossible, proceed with the remedy not chosen by the buyer."
Legal Guarantee Against Hidden Defects
In the event of non-conformity of a delivered Product, it may be returned to the Seller, who will arrange for an exchange. Where an exchange is not possible (discontinued Product, out of stock, etc.), the Customer will be refunded by cheque or bank transfer for the amount of their order. The costs of the exchange or refund process (including return shipping costs) will then be borne by the Seller.
Article 9 – Liability
Romy & Hazel cannot be held liable for failure to perform the contract due to a case of force majeure. Regarding purchased Products, the Seller shall not incur any liability for indirect damages arising from these Terms, loss of business, loss of profit, or other damages or costs that may occur.
The choice and purchase of a Product or Service is the sole responsibility of the Customer. The total or partial inability to use the Products, in particular due to equipment incompatibility, shall not give rise to any compensation, refund, or liability on the part of the Seller, except in the case of a proven hidden defect, non-conformity, defectiveness, or valid exercise of the right of withdrawal, where applicable.
The Customer expressly acknowledges using the Site at their own risk and under their own exclusive responsibility. In any event, Romy & Hazel shall not be held liable for:
any direct or indirect damage, including loss of profits, loss of earnings, loss of customers, or loss of data, which may result from use of the Site, or conversely from the inability to use it;
any malfunction, unavailability of access, misuse, or misconfiguration of the Customer's computer, or the use of a browser rarely used by the Customer;
the content of advertisements or other external links or sources accessible to Customers from the Site.
The Seller's liability shall therefore not be engaged if the characteristics of the Products differ from the visuals shown on the Site, or if such visuals are inaccurate or incomplete.
Article 10 – Force Majeure
Events beyond the reasonable control of the parties, which they could not reasonably have foreseen, and which they could not reasonably avoid or overcome, insofar as their occurrence makes it entirely impossible to perform the obligations concerned, shall be considered cases of force majeure.
The occurrence of a case of force majeure shall automatically suspend performance of the Order.
Beyond a period of ninety (90) calendar days, if the parties find that the case of force majeure persists, the Order may be cancelled by either party, and the sales contract terminated. To this end, the more diligent party must send the other a registered letter with acknowledgement of receipt terminating the sales contract.
The termination shall take effect on the date the letter is first presented. In this case, neither party may claim damages, unless otherwise agreed by both parties.
Article 11 – Intellectual Property Rights
All elements of this Site belong to the Seller or to a third party, or are used by the Seller with the authorisation of their owners.
All text, comments, works, illustrations, and images, whether visual or audio, reproduced on the Site are protected by copyright, trademark law, image rights, and patent law. No one is authorised to reproduce, exploit, redistribute, or use, in any capacity whatsoever, even partially, elements of the Site. Any simple or hypertext link is strictly prohibited without prior express written agreement from the Seller. In all cases, any link, even if tacitly permitted, must be removed upon simple request from the Seller.
Only use of the Site for private purposes, subject to any differing or more restrictive provisions of applicable intellectual property law, is permitted.
Any full or partial reproduction of the Seller's catalogue is strictly prohibited. Any other use constitutes infringement and is punishable under intellectual property law, except with prior authorisation.
Any reproduction, representation, or adaptation of logos, text, images, or video content, without this list being exhaustive, is strictly prohibited and constitutes infringement.
Any Customer found guilty of infringement may have their account deleted without notice or compensation, without this deletion constituting any form of damage to them, and without prejudice to any subsequent legal proceedings against them, at the initiative of the Seller or its representative.
The trademarks and logos featured on the Site may be registered by Romy & Hazel or, where applicable, by one of its partners. Any person reproducing, representing, embedding, distributing, or redistributing them may be subject to the penalties provided for under applicable intellectual property law.
Article 12 – Processing of Personal Data
The Seller collects Customer data:
a) to process and track the Customer's Order on the Site; and/or
b) to be able to contact the Customer regarding various matters relating to the Seller, including Product updates and customer relationship management; and/or
c) to gather information enabling improvement of the Site and Products (in particular via cookies).
Collected data is processed by the Site's contracted service providers responsible for packaging and dispatching ordered Products, as well as by the hosting provider, Shopify Inc., whose servers are secured and protected by a firewall.
Collected data is retained by the Seller only for as long as necessary for the purposes of collection described above, and in any event for no longer than five (5) years.
In accordance with applicable data protection law (including UK GDPR and EU GDPR, as applicable), the Customer benefits from a right of access, rectification, deletion, or objection on legitimate grounds, regarding their data.
The Customer may exercise these rights by email at contact@romyandhazel.com.
Article 13 – Comments and Other User Submissions
If the Customer sends ideas, suggestions, or other content, whether online, by email, by post, or otherwise (collectively, "comments"), whether or not requested by the Seller, the Customer grants the Seller the right, at any time and without restriction, to edit, copy, publish, distribute, translate, and otherwise use any comment sent by the Customer, in any media.
The Seller is not, and shall not be, required to (1) keep comments confidential; (2) pay compensation to anyone for any comment provided; (3) respond to comments.
The Seller may monitor, edit, or remove content it deems, at its sole discretion, to be unlawful, offensive, threatening, abusive, defamatory, pornographic, obscene, or otherwise objectionable, or which infringes any intellectual property rights or these Terms.
The Customer agrees to write comments that do not violate the rights of third parties, including copyright, trademark, privacy, personality, or other personal or property rights. The Customer agrees not to include unlawful, defamatory, offensive, or obscene content in their comments, and that such comments will not contain any computer virus or other malicious software that could affect the operation of the Site or other associated websites. The Customer agrees not to use a false email address, pretend to be someone else, or otherwise attempt to mislead the Seller and/or third parties as to the origin of their comments.
The Customer is fully responsible for their published comments and their accuracy. The Seller assumes no responsibility and disclaims any liability with respect to comments published by the Customer or third parties.
Article 14 – Severability
If any provision of these Terms is found to be unlawful, void, or otherwise unenforceable for any reason, that provision shall be deemed severable from the Terms and shall not affect the validity and enforceability of the remaining provisions.
These Terms supersede all prior or contemporaneous agreements, whether written or oral. The Terms may not be assigned, transferred, or sublicensed by the Customer.
A printed version of the Terms and of any notices given in electronic form may be requested in the context of judicial or administrative proceedings relating to the Terms.
Article 15 – Governing Law and Mediation
These Terms and Conditions of Sale are governed by French law.
The Seller reserves the right to bring criminal proceedings against any attempted fraudulent purchase, or purchase using a card that has been blocked, disputed, stolen, or falsified. In such cases, no attempt at amicable settlement will be accepted.
Indemnity
You agree to defend, indemnify, and hold harmless the Seller, its affiliates, officers, subsidiaries, successors, assigns, directors, agents, service providers, lawyers, suppliers, and employees, from any claim or demand, including reasonable legal fees and costs, made by any third party due to or arising out of your use of the website or our products and services, your breach of these Terms, or your breach of the acknowledgements, agreements, representations, warranties, and obligations set out herein.
National or cross-border disputes concerning the validity, interpretation, performance, non-performance, interruption, or termination of this contract may be submitted to mediation at the Customer's request.
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage, a mediator approved by the Commission d'Évaluation et de Contrôle de la Médiation de la Consommation (CECMC), is appointed as the Consumer Mediator to facilitate the resolution of disputes between the Seller and its Customers, for a period of three (3) years from 01/05/2019. The online dispute resolution platform of the European Commission describes the mediation process used and allows Customers to submit a mediation request online, together with supporting documents.
The dispute cannot be examined by the Mediator if:
the Customer cannot demonstrate that they first attempted to resolve the dispute directly with the Seller via a written complaint;
the request is manifestly unfounded or abusive;
the dispute has previously been examined, or is being examined, by another mediator or by a court;
the consumer submitted their request to the mediator more than one year after their written complaint to the Seller;
the dispute falls outside the mediator's remit.
Mediation is free of charge for the Customer. If the Customer chooses, at any stage of the mediation, to be represented by a lawyer, a third party of their choosing, or an expert, they alone will bear the associated costs.
The Mediator may not receive instructions from either party, nor be remunerated based on the outcome.
Participation in mediation does not exclude the possibility of court proceedings. The parties remain free to submit their dispute to a court under applicable legal provisions. In the event of court proceedings, jurisdiction is granted to the competent French courts (Paris).