Refund Policy

Kristaps Motmillers, sole trader operating under the trading name Motmillers (hereinafter “the Service Provider”), is committed to ensuring customer satisfaction. This Refund Policy sets out the conditions under which refunds may be requested and processed in connection with services purchased via https://motmillers.com.

We operate a fair and transparent refund policy that goes beyond the minimum legal requirements in many cases, in line with EU consumer protection standards.

1. Service provider identification

Full legal nameKristaps Motmillers — Motmillers
SIREN993 534 163
SIRET993 534 163 00015
Address75 Rue de la Palud, 13001 Marseille, France
Emailinfo@motmillers.com
Phone+48 732 059 488
Response timeWithin 48 business hours

2. Statutory right of withdrawal

In accordance with Article L.221-28, paragraph 13° of the French Consumer Code, the statutory 14-day right of withdrawal does not apply to contracts for the supply of digital content not provided on a tangible medium where performance has begun with the consumer’s prior express consent and waiver of the right of withdrawal.

When placing an order, the Client expressly acknowledges that performance will begin immediately and expressly waives the statutory right of withdrawal. However, the Service Provider offers a voluntary refund policy as described below, which is designed to be fair and reasonable to all customers.

3. Cases where a refund will be granted

The Service Provider will grant a full or partial refund in the following circumstances:

  • Non-delivery: If the Service Provider is unable to deliver the ordered service within a reasonable timeframe through no fault of the Client, a full refund will be issued;
  • Manifest non-conformity: If the delivered file objectively and verifiably fails to meet the specifications expressly defined in the order or quote (e.g. wrong language, wrong format, wrong service delivered), a full refund or re-delivery will be offered at the Client’s choice;
  • Significant factual errors attributable to the Service Provider: If the delivered content contains material errors (e.g. incorrect name, company name or details) arising solely from the Service Provider’s mistake, a revision or partial refund will be offered;
  • Cancellation before commencement: If the Client cancels their order before any work has been started on the deliverable, a full refund will be issued. The Client should contact us as soon as possible after placing the order.

4. Cases where a refund may be partially granted

In the following circumstances, a partial refund may be offered at the Service Provider’s discretion:

  • Significant delay in delivery attributable solely to the Service Provider, where the Client no longer requires the deliverable;
  • Work partially completed at the time of cancellation by the Client.

5. Cases where a refund will not be granted

The following circumstances do not constitute grounds for a refund:

  • Subjective dissatisfaction not linked to an objectively established contractual shortcoming;
  • Change of mind after delivery of a conforming deliverable;
  • Requests for changes in style, tone or direction that differ from the original brief, submitted after delivery;
  • Errors or omissions in the information provided by the Client (incorrect brief, wrong details provided, incomplete information) that have affected the quality of the deliverable;
  • Requests submitted more than 30 days after delivery of the final files;
  • Services that have been fully delivered in conformity with the agreed specifications.

6. How to submit a refund request

To request a refund, please contact us by email at info@motmillers.com with the subject line “Refund Request — [your order reference]”. Your request should include:

  • Your full name and email address used for the order;
  • The order reference or invoice number;
  • A clear description of the reason for the refund request;
  • Any supporting evidence (e.g. screenshots, error descriptions).

We will acknowledge your request within 48 business hours and provide a substantive response within 7 business days of receiving a complete request.

7. Revision before refund

In all cases where the deliverable does not meet the agreed specifications, the Service Provider will first offer to revise and correct the deliverable at no charge. A refund will be offered if the revision does not resolve the issue to the Client’s reasonable satisfaction.

8. Refund processing

Where a refund is approved, it will be processed as follows:

  • For payments made online via Mollie: refund to the original payment method within 5–10 business days of approval;
  • For payments made by bank transfer: refund by bank transfer to the account provided by the Client within 14 calendar days of approval.

The Service Provider will not charge any fees in connection with the processing of an approved refund.

9. Dispute resolution

If a refund dispute cannot be resolved directly, consumer clients may use the following free mediation services:

10. Contact

Emailinfo@motmillers.com
Phone+48 732 059 488
AddressKristaps Motmillers — Motmillers — 75 Rue de la Palud, 13001 Marseille, France
Response timeWithin 48 business hours