Refund & cancellation policy

1. Before work begins

You may cancel an order for free by email to contact@frameatelier.fr before work starts. You will receive a full refund of the amount paid.

2. After work has started

Once work has started, you pay for work already performed (workshops held, analyses and deliverables produced), calculated pro rata on the agreed price or day rate. Any remaining amount is refunded. Completed and delivered fixed-price services (Diagnostic & Roadmap, Project Sprint) are non-refundable.

3. Monthly and daily services

IT Project Management (monthly) may be stopped with 30 days' written notice; the month in progress is not refunded. Technical Assistance days cancelled at least 48 hours before the planned day are refunded in full.

4. How to request a refund

Email contact@frameatelier.fr with your company name and order reference. We reply within 2 business days.

5. Refund method and timing

Approved refunds are paid to the original payment method (card or bank account) within 5 to 10 business days after approval. Card refunds may take additional days to appear, depending on your bank.

6. Cancellation or failure by the provider

If a service cannot be performed for a reason attributable to the provider, you choose between a full refund of the unperformed part or rescheduling.

7. Disputes

Please contact us first at contact@frameatelier.fr so we can resolve the issue quickly. Services are sold to businesses only; no physical goods are shipped.

8. Digital services

Delivery of digital or consulting services does not constitute delivery of physical goods. Start and delivery arrangements are specified in the Service Delivery Policy.