What is your refund policy?

Question

Accepted Answer

The rule depends on the purchase date and accepted edition: h-v2, offered from 20/10/2026, allows the full event-day share for the download alone described below; h-v1, offered from 17/10/2026, requires collection or the live wall followed by export for the full share. The event-day share is 60% of Event: €29.40 out of €49. Your email identifies the accepted edition; an already open h-v1 page may still result in an h-v1 purchase.

You can withdraw from a paid plan within 14 days, without having to give a reason: from your organizer space ("Withdraw from contract here" button), with the model form in our Terms, or by a simple message to contact@fotelya.com. A plan that was never activated is refunded in full. For an activated plan, the rule is the one in force on the date of your purchase, set out in your confirmation email. This edition applies when it is offered to you and you accept it before payment. Earlier purchases retain the rule stated in their confirmation. Downloading the complete album without watermarks containing at least 10 photos or videos, counted in the ZIP file list, from your organiser area after this purchase has been activated, while the paid plan is active, makes this entire share payable, even if no new files have been collected: photos and videos received before payment, including on the free plan, are included. Without this download of at least 10 media files, half is payable if at least 10 photos or videos have been received after activation or you have opened the live wall; otherwise none of this share is payable. Storage is charged only for the days already provided, pro rata. The rest is refunded without fees or penalties. You retain your right to withdraw. An upgrade to Premium is refunded pro rata for the days that remain and ends with the Event plan it completes. For purchases before 17/10/2026, the price is refunded pro rata for the retention days that remain. In every case, the acknowledgment of receipt details the calculation, the refund is made no later than 14 days after your request at no cost to you, and you can download the album free of charge for 30 days. If there is a real problem with the service, write to us: we always look for a fair solution.

These tiers set the maximum that can be withheld. Before the refund, we check that the service invoiced and its value are sufficiently demonstrated. Failing that, the amount withheld is reduced to the amount actually justified. No service that was not provided is invoiced.

If the information about your right of withdrawal was not provided to you as required by law, the period is extended by twelve months after the end of the initial period. If you receive this information during that extension, you have fourteen days from receiving it.

The date of sending determines whether the withdrawal period is met. The first communication of your decision to Fotelya or to Paddle determines when the calculation stops and when the refund period begins.

In the event of withdrawal, the refund is made without undue delay and no later than fourteen days after your decision is first communicated to Fotelya or to Paddle. This period does not depend on the validation of your request. The credit to your account then depends on the processing times of your bank.

What is your refund policy?

Plans and payment