1. General principles
Each request is reviewed according to applicable law, purchase type, performance status, possible question consumption, existence of a malfunction attributable to the service and information provided in the request.
MyGuidancia answers are personalized digital content or services. Once an answer has been generated, a question credit consumed or content provided, a refund may be refused or limited, unless mandatory law provides otherwise, a billing error occurs, a proven technical incident is attributable to the service, or a goodwill gesture is granted case by case.
2. Consumer withdrawal right
If you are a consumer in the European Union, you generally have a statutory 14-day withdrawal period for distance contracts. This right may be adapted or lost under the conditions provided by law where performance of a service or supply of digital content begins before the end of the period at your express request.
When you request immediate processing of a question or personalized digital content and acknowledge that this may cause loss of the withdrawal right or proportional payment for the service already provided, no refund is due for the part already performed unless mandatory law provides otherwise.
If the law of your country provides more protective rights, those rights remain applicable.
3. Question credits and individual questions
An unused question may be refunded if the request is admissible under applicable law, the commercial terms displayed at purchase and the absence of abuse.
A question credit used to generate an answer is normally no longer refundable because the personalized digital service has been performed. If the answer was not delivered due to a technical incident attributable to the service, we may restore the question credit, restart generation or refund the relevant purchase.
- Examples generally not refundable: question already processed, subjective dissatisfaction with an interpretation, change of mind after generation, user input error already used in a reading.
- Examples that may be reviewed favorably: double billing, payment taken without question credits received, answer impossible to display, or server error preventing delivery.
4. Subscriptions
Subscriptions are billed according to the period shown at purchase: monthly or yearly. You can manage or cancel your subscription from https://www.myguidancia.ai/en/account.
Cancellation normally prevents the next renewal but does not automatically refund the current period already started. Where applicable law requires a refund or where a major incident prevents access to the service, we will review the request.
Benefits, questions or features included in a subscription period may expire, be limited or be lost after termination according to the conditions displayed at subscription.
5. Promotions, trials and special offers
Promotional offers, free trials, discounts, voucher codes or free questions may be subject to specific conditions: limited duration, single use, non-combination, no cash conversion, expiry or geographical restriction.
Unless otherwise stated or required by law, questions provided free of charge do not give rise to any refund.
6. Request procedure
To request a refund, contact billing support with the information needed to identify the purchase. An incomplete request may delay processing.
- Contact address: billing@myguidancia.com.
- Reference to provide: (Stripe).
- Email address of the relevant account.
- Date and amount of payment.
- Precise reason for the request and useful screenshots in case of technical incident.
- Indicative acknowledgement time: 48 hours.
- Indicative response time: 14 days.
7. Refund method
Where a refund is accepted, it is normally made through the payment method used for purchase, unless technically impossible, legally required otherwise or expressly agreed on another method.
Refunds usually occur within 10 business days after approval, excluding bank, card network or payment provider delays. The declared payment provider is Stripe.
Bank fees, exchange fees, currency variations or third-party commissions may not be refundable where they do not depend on us, unless mandatory law provides otherwise.
8. Abuse, fraud and disputed payments
We may refuse a refund in case of obvious abuse, fraud, use contrary to the terms, repeated requests after service consumption, attempts to bypass limits or false information.
In case of bank dispute or chargeback, we may temporarily suspend the relevant account while processing the file and providing transaction, delivery or service-use evidence.
9. Business customers
For business customers, refunds are governed by special terms, quotes, order forms or B2B. Failing that, business purchases are not refundable after activation or service availability, except in case of proven fault or written agreement.
10. Complaints and mediation
In case of disagreement, first contact billing@myguidancia.com so we can review your request again.
For French consumers, after a prior written complaint that remains unsuccessful, you may use the consumer mediator free of charge: Médiateur de la consommation à compléter - https://www.economie.gouv.fr/mediation-conso.
