Refund Policy

This Refund Policy sets out when an order can be cancelled, when a refund is due, and how to obtain one. It reflects Articles L221-18 to L221-28 of the French Consumer Code, which implement Directive 2011/83/EU on consumer rights.

1. Your statutory right of withdrawal

If you are a Consumer — that is, you are ordering for purposes outside your trade, business, craft or profession — you have a period of 14 calendar days in which to withdraw from your order without giving any reason and without penalty.

The period runs from the day after the order is confirmed. If the period ends on a Saturday, Sunday or public holiday, it is extended to the next working day.

This right does not apply to Professional Clients, who are excluded from the statutory withdrawal right under French law. The goodwill cancellation terms in section 4 apply to them instead.

2. Important: how the right can be lost before the 14 days end

Because these are services delivered digitally and quickly, the following applies, and it is explained clearly at checkout before you pay.

When you place an order you are asked to confirm two things:

1. that you expressly request that work begins immediately, before the end of the 14-day withdrawal period; and
2. that you acknowledge that you will lose your right of withdrawal once the service has been fully performed.

This is the mechanism set out in Article L221-25 of the French Consumer Code. Its effect is:

• If work has not yet started: you may withdraw and receive a full refund.
• If work has started but the Deliverable has not yet been sent: you may withdraw and are charged only a proportionate amount for the work actually carried out up to the moment you notified your withdrawal. The balance is refunded.
• If the Deliverable has already been sent to you: the service has been fully performed at your express request, and the right of withdrawal no longer applies.

If you would prefer to keep your full 14-day right, simply say so when you order and ask that work does not begin until the period has expired. Your delivery time will then start after those 14 days.

3. How to withdraw

Send an unambiguous statement of your decision to withdraw to info@alessiamoro.com, or in writing to 12 Rue de la Paix, 75002 Paris, France. An email is sufficient. Please include your name, your order number and the date of the order.

You may use the model form below, but you are not obliged to:

To Alessia Moro, 12 Rue de la Paix, 75002 Paris, France, info@alessiamoro.com:

I hereby give notice that I withdraw from my contract for the provision of the following service: [name of the service].
Ordered on: [date]
Name of consumer: [name]
Address of consumer: [address]
Date: [date]

To meet the deadline, it is enough that you send your notice before the 14-day period expires. Receipt of your withdrawal is acknowledged by email without delay.

4. Cancellation outside the statutory right

Professional Clients, and Consumers whose withdrawal right has ended, may still ask to cancel. The Provider will deal with such a request fairly:

• Before work has started: cancelled and refunded in full.
• After work has started but before delivery: a proportionate refund for the part not carried out.
• After delivery: no refund is due, but the revision rounds included with the Service remain available and will be used to put right anything that does not match the agreed brief.

5. Work that does not match what was ordered

If the Deliverable does not correspond to the scope, the language or the specification agreed, this is not a matter of withdrawal but of conformity. Tell the Provider within 14 days of delivery and it will be corrected at no charge, over and above the revision rounds already included.

If, after that correction, the Deliverable still does not conform to what was agreed, you are entitled to a full or partial refund. This is without prejudice to the legal guarantee of conformity and the guarantee against hidden defects under Articles 1641 and following of the French Civil Code.

Dissatisfaction with stylistic choices that fall within the agreed brief is handled through the revision rounds rather than by refund.

6. How refunds are made

• Refunds are issued within 14 days of the Provider receiving your withdrawal or agreeing your cancellation, and usually much sooner.
• The refund is made using the same means of payment you used for the original transaction, unless you expressly agree otherwise.
• No fee is charged for issuing a refund.
• The time it takes for the money to appear on your statement depends on your bank or card issuer and is outside the Provider’s control.

7. Orders cancelled by the Provider

If the Provider cancels an order — for instance because the Brief falls outside the scope of the Services, because it cannot be carried out lawfully, or because of an event of force majeure — every sum paid is refunded in full within 14 days, and no further amount is owed by either party.

8. Complaints

If you are not satisfied with how a refund request has been handled, write to info@alessiamoro.com. Complaints are reviewed personally and answered within two business days. This does not affect your statutory rights or your ability to bring court proceedings.

9. Contact

Alessia Moro — 12 Rue de la Paix, 75002 Paris, France — info@alessiamoro.com — +33 7 53 43 31 45. Refund enquiries receive a response within two business days.