Refund Policy

Language notice. This English version is provided for convenience. In case of any discrepancy or conflict between the English and the French versions, the French version available at refresh.mov-studio.com/remboursement/ shall prevail. Consumers habitually residing in the European Union benefit from the mandatory consumer-protection provisions of their country of residence (Article 6, Rome I Regulation).

REFRESH Labs is committed to delivering a quality user experience. This policy sets out the conditions under which a refund can be obtained, in alignment with the Terms of Service v2.0.

REFRESH Labs redesigns individual web pages, not complete websites. The service consists in the immediate supply of digital content not delivered on a tangible medium.

1. Legal framework — waiver of the right of withdrawal

The REFRESH Labs PRO service being a contract for the supply of digital content not provided on a tangible medium, the performance of which begins immediately upon subscription (issuance of your LABS-XXXX-XXXX-XXXX access key and automatic recurring billing), falls within the scope of Article L.221-28 1° of the French Consumer Code.

Upon subscription, you give your prior express consent to the immediate performance of the contract and you acknowledge that you expressly waive your 14-day right of withdrawal provided for in Article L.221-18. This waiver is recalled in the Stripe checkout recap at payment time and formalised in Article 15 of the Terms of Service v2.0.

In the absence of such waiver (e.g. if you write to us before activation to refuse it explicitly), you retain the right of withdrawal set out in Article 14 of the Terms of Service.

2. REFRESH Labs commercial guarantee — 14-day satisfaction or refund

Independently of the waiver of the legal right of withdrawal and as a voluntary commercial gesture, REFRESH Labs grants a 14-day satisfaction-or-refund guarantee to any new PRO Client, from the subscription date, on simple request and without justification.

This guarantee is contractual (Article 1103 of the French Civil Code) — the Provider undertakes to honour it under the conditions below. It does not merge with the legal right of withdrawal that the Client has waived: it constitutes an additional benefit offered by REFRESH Labs.

3. How to request a refund

To benefit from the 14-day guarantee:

1. Send an email to contact@mov-studio.com from the email address associated with your subscription.
2. Provide your name and the subscription date.
3. No reason is required. A simple sentence is sufficient:
   "I would like to use the 14-day satisfaction-or-refund guarantee for my REFRESH Labs subscription."

You may also use the standard form provided at the end of this page (as a courtesy; its use is not mandatory for the commercial guarantee).

4. Refund timing and methods

• The refund is made within a maximum of 14 calendar days from receipt of the request.
• The refund is issued to the same payment method used at subscription (credit/debit card, via Stripe).
• Your LABS-XXXX-XXXX-XXXX access key is revoked immediately after refund confirmation; the recurring subscription is cancelled.

5. Beyond the 14-day window

Beyond the 14-day commercial guarantee window, no full or partial refund is granted for the current monthly period, in accordance with the no-engagement subscription terms (Article 11 of the Terms of Service).

You may, however, cancel your subscription at any time under the terms of Article 12 of the Terms of Service (via the Stripe portal, by email, or via the account page). Cancellation takes effect at the end of the current monthly period, fully paid; your access to the service is maintained until that date.

6. Special cases — refunds outside the 14-day guarantee

6.1. Payment error or duplicate charge

If you notice an erroneous charge or a duplicate charge, please contact us immediately at contact@mov-studio.com. We will issue the refund as soon as reasonably possible after verification (typically within 7 business days).

6.2. Extended service unavailability

In accordance with the availability commitment of Article 17 of the Terms of Service (99% monthly target excluding scheduled maintenance), in the event of a service interruption exceeding 7 consecutive days attributable to the Provider, a refund prorated to the unavailability period may be granted upon reasoned request.

6.3. Technical error attributable to the Provider (FREE Clients)

If a generation fails due to a proven technical error attributable to the Provider (HTTP 5xx, backend outage, Anthropic quota exhaustion), your FREE quota is restored in accordance with Article 16 of the Terms of Service. PRO Clients have a quota that allows them to re-run a generation at no extra cost (self-regeneration policy).

6.4. Definitive shutdown of the service by the Provider

In the event of a definitive shutdown of REFRESH Labs, your subscription remains active until the end of the current monthly period; no new charge is made. If you have paid in advance for future periods (exceptional case — the subscription being monthly by default), you are fully refunded.

7. Escalation in case of disagreement — 3 tiers

If you are not satisfied with the handling of your refund request, you may follow the escalation procedure below:

1. Tier 1 — Written complaint: send a written complaint to contact@mov-studio.com setting out the reasons of your disagreement. The Provider undertakes to respond within a maximum of 30 days.
2. Tier 2 — Consumer mediation: in the absence of a satisfactory response within 60 days, you may refer free of charge to the consumer mediator indicated in Article 26 of the Terms of Service:

   CNPM Médiation-Consommation — 27 avenue de la Libération, 42400 Saint-Chamond — France
   cnpm-mediation-consommation.eu

   You may also use the European Online Dispute Resolution (ODR) platform if you reside in another EU Member State: https://ec.europa.eu/consumers/odr.
3. Tier 3 — Judicial route: as a last resort, you may refer the matter to the competent courts of the Clermont-Ferrand jurisdiction, or to those of your place of residence if you are a consumer (Article R.631-3 of the French Consumer Code), in accordance with Article 26 of the Terms of Service.

8. Standard withdrawal form

(Article R.221-1 of the French Consumer Code — provided as a courtesy. Its use is not required to benefit from the 14-day commercial guarantee described in section 2 above — a simple email is sufficient.)

9. Contact

For any question regarding refunds:

Version 2.0 — Last updated: 17 May 2026