Refund policy

B2B COMMERCIAL POLICY
Cancellation, correction, replacement and refund
Version 0.2 — 5 September 2026

1. Purpose and contractual priority
This policy summarises the commercial terms applicable to professional orders for Facility Mediation digital products. It supplements the B2B General Terms and Conditions of Sale. In the event of any conflict, the General Terms and Conditions of Sale and the accepted special terms shall prevail.

2. B2B-only scope / professional eligibility
The store is reserved for purchases made for the purposes of a professional activity. The right of withdrawal provided for consumers does not apply to orders falling within this B2B scope.

3. Cancellation before delivery
An accepted order is firm. Before the product is made available, the CLIENT may request cancellation at contact@facility-mediation.com. Facility Mediation may accept the request on a commercial basis where no specific work, irreversible cost or delivery has begun.
If an order is cancelled by Facility Mediation due to B2B ineligibility, a manifest error, unavailability or technical impossibility, any amount collected in respect of that order shall be refunded.

4. After delivery
After download, opening of the link or granting of access, no refund is due solely because of a change of mind, an error in the CLIENT’s choice, non-use, or incompatibility with software that was not stated to be compatible.
The CLIENT remains responsible for checking the characteristics, formats and prerequisites indicated before placing the order.

5. Priority correction or replacement
In the event of non-delivery, an incorrect product, a defective link, a corrupted file or a technical defect attributable to Facility Mediation, the CLIENT shall contact Facility Mediation without delay. After verification, Facility Mediation may reissue a link, correct the file, replace the product or provide an equivalent compliant solution.
Correction or replacement are the priority remedies where they allow compliant performance within a reasonable period.

6. Cases in which a refund may be granted

A full or partial refund may be granted in the following cases:

  • double payment or an amount collected in error;
  • order cancelled by Facility Mediation before delivery;
  • lasting impossibility of delivering the product ordered;
  • incorrect product, technically unusable file or anomaly attributable to Facility Mediation that has not been corrected or replaced within a reasonable period;
  • legal obligation or written commercial agreement from Facility Mediation.

7. Cases normally excluded

Subject to a legal obligation or a breach by Facility Mediation, a refund is normally excluded in the event of:

  • change of mind after delivery;
  • purchase made without checking the stated characteristics or prerequisites;
  • use with software, a version or an environment not stated to be compatible;
  • modification, alteration or mishandling of the file by the CLIENT;
  • failure to adapt the product to the CLIENT’s context;
  • an audit, certification or compliance result not being obtained;
  • breach of the General Terms and Conditions of Sale or the licence.

8. Request procedure

The request shall be sent to contact@facility-mediation.com with:

  • the identity and organisation used when placing the order;
  • the order number and product concerned;
  • the precise reason for the request;
  • relevant technical information, without full bank details.

Facility Mediation may request the information strictly necessary to verify the order and the reported issue.

9. Refund method and effects
Where a refund is accepted, it shall be made using the original payment method or another agreed method, within the limits of the relevant provider. The time taken for the credit to appear then depends on the bank or payment provider.
The refund terminates the rights of use relating to the refunded product. The CLIENT shall cease using it and delete the relevant copies, subject to archives strictly necessary to comply with a legal obligation or preserve evidence.

10. Professional complaints
Any complaint shall first be submitted to Facility Mediation in order to seek an amicable solution in accordance with the B2B General Terms and Conditions of Sale.
Contact: contact@facility-mediation.com — +33 6 42 64 76 35