Refund policy
Last updated : 31 August 2026.
1. Scope and role of Paddle (Merchant of Record)
This policy describes the cancellation and refund terms for Inclaria subscriptions (monthly or annual). Sales and payment collection are handled by Paddle.com Market Ltd, 30 Old Bailey, Londres EC4M 7AU, Royaume-Uni, acting as authorized reseller and official seller (“Merchant of Record”): Paddle handles payment, invoicing, VAT, subscription management and the execution of refunds, under its terms available at paddle.com/legal. It supplements our General terms and conditions.
2. Fourteen-day right of withdrawal (consumers)
A consumer customer is in principle entitled to a fourteen (14) day period from subscription to withdraw, without having to give reasons (art. L221-18 of the French Consumer Code). The order is concluded with Paddle, the official seller (“Merchant of Record”), whose general terms, accepted at payment, govern payment, invoicing, VAT and the handling of refunds.
The Inclaria service is a digital service supplied immediately after subscription. By ticking the box provided for this purpose at payment, the customer expressly requests immediate performance of the service (art. L221-25 of the French Consumer Code). Their right of withdrawal nevertheless remains during the fourteen-day period: if they withdraw within that period, all sums paid are refunded in full, without any pro-rata deduction, by Paddle to the original payment method, no later than fourteen days after receipt of the decision. The right is only lost if the service has been fully performed before the end of the period, with their express agreement (art. L221-28, 1°). Withdrawal may be exercised through the online “Renounce the contract here” function in the customer area (Subscription section), using the form annexed to the general terms, or by e-mail to support@inclaria.com (see section 6).
Information box (art. D211-4 of the French Consumer Code) — The consumer benefits from the statutory guarantee of conformity for digital services (art. L224-25-12 et seq.): throughout the supply period, Inclaria is liable for any lack of conformity of the service. In the event of a defect, the consumer may require it to be brought into conformity free of charge; failing that, a price reduction or termination of the contract. These rights apply without prejudice to the guarantee against hidden defects (art. 1641 et seq. of the French Civil Code).
3. Extension to small businesses
In accordance with article L221-3 of the French Consumer Code, these withdrawal protections are also open to a business customer that employs no more than five (5) employees and whose contract does not fall within the scope of its main activity.
4. Cancelling the subscription
The subscription can be cancelled at any time, via the management link provided by Paddle (in particular on receipts) or by writing to support@inclaria.com. Cancellation takes effect at the end of the current period (monthly or annual): access to the service remains open until that date and no further instalment is charged. Except in the cases set out in section 5, the period already started is not refunded pro rata.
5. Cases giving rise to a refund
A full or partial refund may be granted, after a good-faith, case-by-case review, in particular in the following situations:
- lack of conformity of the service within the meaning of the legal guarantee of conformity applicable to digital content and services (art. L224-25-12 et seq. of the French Consumer Code);
- prolonged unavailability attributable to Inclaria that prevented use of the service;
- billing error (double payment, incorrect amount).
The following do not give rise to a refund: a mere change of mind after the fourteen-day withdrawal period has expired, or non-use of the service during the subscribed period.
6. How to request a refund
Write to support@inclaria.com, stating the email address used at purchase and the order reference (shown on the receipt), or use the support link on your Paddle receipt. Any approved refund is executed by Paddle to the original payment method. We reply within seven (7) business days; the credit usually appears within 5 to 10 business days depending on your bank.
7. Legal guarantees
This policy applies without prejudice to the mandatory legal guarantees, in particular the legal guarantee of conformity (art. L217-3 et seq. of the French Consumer Code and, for digital content and services, art. L224-25-12 et seq.) and the guarantee against hidden defects (art. 1641 et seq. of the French Civil Code). No provision of this policy may deprive the consumer of the rights they derive from the law.
8. Consumer mediation
In the event of a persistent disagreement after a written complaint, the consumer customer may use, free of charge, the consumer mediator we are registered with: CM2C (Centre de la Médiation de la Consommation de Conciliateurs de Justice), 49 rue de Ponthieu, 75008 Paris, litiges@cm2c.net, saisine en ligne sur https://www.cm2c.net/declarer-un-litige.php.
9. Contact
For any question about this policy: support@inclaria.com. See also our General terms and conditions and our Privacy policy.