We are based in France. You are protected by the regulations applicable in France, in particular those concerning your right of withdrawal, the return of items and the reimbursement of your purchases.
Right of withdrawal
When you buy a good or service remotely, you can change your mind after the purchase. This is known as the right of withdrawal. This right applies to purchases made by French citizens or citizens of European Union countries.
We extend this right to all customers, whatever their country of residence.
How long does it take to exercise your right of withdrawal?
The day of purchase is identified by the date that appears on your purchase history for the order concerned. The fact that you have downloaded the application at a later date does not affect the deadline.
What is the procedure for exercising your right of withdrawal?
You must inform us of your right of withdrawal using the form on this site.
If this form is not available for a technical reason, or if you prefer to use another means, you can also write yourself, by e-mail or on plain paper, a declaration expressing without ambiguity your will to retract. Our contact details are given in our legal notice.
You do not need to justify your request in order to exercise your right of withdrawal. However, we suggest that you contact us if you encounter any difficulty or if you notice any problem with this site or the applications you have downloaded before initiating a refund request.
What are the limits of the right of withdrawal?
Your right of withdrawal cannot be exercised for license renewals or extensions, even if the license renewal is automatic (subscription) and for license upgrades.
Your right of withdrawal can only be exercised once for a given item: if you download an item again after having exercised your right of withdrawal for the same item, your right of withdrawal cannot be exercised again for this item.
Your right of withdrawal cannot be exercised for services ordered if these have been performed – in whole or in part – before the end of the withdrawal period.
More generally, your right of withdrawal can only be exercised for items or services for which the sale has been concluded and paid for in full. Failure to pay within the stipulated period invalidates the sale.
Please note that not downloading the software, or refusing to allow the services to be carried out, is not sufficient to express your wish to withdraw.
Withdrawal for related items or services
If the purchase of the item – for which you are exercising your right of withdrawal – has led you to specifically acquire complementary items or to order complementary services, these will be taken into account with your request for withdrawal, IF AND ONLY IF these complementary items or services were ordered in the same order as the item concerned by your request.
Returns procedure
We do not sell physical items. It is therefore not necessary to return an item to obtain a refund.
You will need to uninstall and destroy (delete) any copies of the application installation files received at the time of purchase or subsequently (updates).
Any costs incurred by these operations are at the customer’s expense.
Refund procedure
Refunds following the exercise of your right of withdrawal
Once we have received your cancellation request, we will confirm receipt by e-mail.
- If the terms and conditions have been respected (items concerned, deadline for your request, etc.), we will confirm that your request has been accepted.
- If the terms and conditions are not respected, we will inform you and try to find a compromise with you.
Refunds for other reasons
You can contact us to request a refund after the statutory cooling-off period.
- If the reason for your request concerns a technical aspect (the application cannot be installed or encounters a major blockage during operation), we will try to provide you with assistance and a solution. We may decide to issue a refund if these actions do not resolve the problem that is the cause of your request. The refund will be limited to the item (application) concerned and may be partial, depending on the date of your purchase in relation to the date of your request.
- If the reason for your request concerns a functional aspect (the application does not do what you want it to do), we will not be able to respond favorably to your request. Our applications are distributed with a “discovery” version, enabling you to evaluate the application free of charge. You can therefore carry out evaluation tests before purchasing a paying edition.
Refund amount
The amount refunded is based on the price actually paid for the item at the time of purchase, on the date of purchase and for the order indicated, minus :
- taxes and charges related to the sale, including financial charges paid by the buyer,
- taxes and charges related to the refund, including financial charges paid by the seller.
If the item was purchased at a promotional price, the basis for the amount of the refund will take the promotion into account.
If the purchase of the item has triggered special pricing, a discount or access to a service, to be used immediately or at a later date, the basis for the amount refunded will take this pricing into account. The advantages acquired through this purchase (rate, discount, coupon, etc.) will be cancelled, with the corresponding financial impact.
Under no circumstances may the amount refunded exceed the amount actually paid by the customer.
Refund period
We will send you the refund as soon as possible and within a maximum of fourteen (14) days from the date of receipt of your request.
- For refunds made by digital means (bank transfer), the processing time by financial operators may delay receipt of the refund.
- For refunds that are not made by digital means, the delivery time may delay receipt of the refund.
Refund method
Refunds must be made by the same means of payment used for the purchase, unless you agree to be refunded by another means of payment that does not incur additional costs for you.
Dispute management
We take the utmost care in handling your requests. However, disagreements may arise.
What should I do if we take too long to reimburse you?
If you have difficulty obtaining a refund, you can first contact our customer service department and explain your problem. If this first exchange is not satisfactory, you can send a registered letter with acknowledgement of receipt explaining the reasons for your dissatisfaction.
Please note that in the event of late reimbursement, the sums due to you will be increased by the legal interest rate (updated every six months) according to the number of days overdue(article L242-4 of the French Consumer Code).
What can I do if we refuse to refund?
If you feel that our decision is not legitimate, you can contact a consumer association, the Fédération du e-commerce et de la vente à distance (Fevad), and/or the SignalConso platform.