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Refund policy

Last updated: 17 October 2026 (publication date of this version).
Fotelya reference document. In short: you have 14 days to withdraw from a paid plan; a plan that was never activated is refunded in full; for an activated plan, you only pay for what was provided before your request, under the rule in force on the date of your purchase; your content remains recoverable for 30 days after withdrawal; the free offer lets you try before you buy; and the legal guarantees apply in case of a lack of conformity.

1. Nature of the service and right of withdrawal

Fotelya is a digital service. You have fourteen (14) days to withdraw from a purchase, without having to give a reason (article L221-18 of the French Consumer Code). The period starts on the day after the purchase and ends at the end of the fourteenth day; if it ends on a Saturday, a Sunday or a public or non-working holiday, it is extended to the next working day. The extensions provided by law, in particular where information is missing, apply. What counts is that you send your decision before the end of the period.

How to withdraw. From your organizer space ("Withdraw from contract here"), with the model form annexed to the Terms, or by any clear message to contact@fotelya.com. An acknowledgment of receipt detailing the calculation is sent to you without delay. The refund is made by Paddle, our official reseller, to the original payment method, without delay and no later than 14 days after your decision, at no cost to you.

Plan never activated. It is refunded in full. The same applies if you did not expressly ask for immediate start, or if the information required by law about the right of withdrawal and about what remains due was not given to you before payment.

Activated plan: the rule depends on the date of your purchase. It is set out in the confirmation email sent before activation.

Purchases made before 17 October 2026 remain subject to the terms in force on the date of purchase. The rule of that time applies: the price is refunded pro rata for the retention days that remain.

Purchases made under the version dated 17 October 2026 remain subject to that version.

Purchases made from that date. You only pay for the service already provided at the time you send us your decision. The price is split between the day of your event and the retention of your memories:

The share for the day of the event is the collection of your guests' photos and videos, the live wall and the album. It is only due for what was provided between activation of the plan and your request:

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.

This scale is a ceiling: no service that was not provided is charged. Photos and videos received before activation do not count towards the collection threshold, but are included in the complete album downloaded after activation.

Upgrade to Premium. It is refunded pro rata for the Premium retention days that remain. It completes your Event plan: if you withdraw from the Event plan, the Premium benefits end with it and are refunded in the same way.

Getting your memories back. After you withdraw, you can download the album free of charge from your space for 30 days, or ask us for your content at contact@fotelya.com. A download made after your request never changes the amount refunded.

2. Try before you buy

The Free (€0) offer lets you discover how the Service works without commitment and without a payment card. We invite you to use it to confirm that Fotelya meets your needs before any paid subscription.

3. Cases eligible for refund

In the event of a lack of conformity, you benefit from the remedies of the legal warranty, under the conditions set out in §6. Other refund requests are reviewed according to the circumstances, particularly in the following cases:

The following do not, however, entitle you to a refund, apart from the right of withdrawal described in §1: cancellation or postponement of your event for reasons not attributable to Fotelya, or non-use of the Service during its validity period.

4. How to request a refund

Write to contact@fotelya.com stating the email address used for the purchase and your order reference (it appears on the receipt). Payments are processed by our official reseller (Merchant of Record) Paddle: Paddle.com Market Limited, 30 Old Bailey, London EC4M 7AU, United Kingdom, or, for a purchase made from the United States or Canada, the Paddle company of that country shown on your receipt. Any refund is made by Paddle to the original payment method. You can also use the support link shown on your Paddle receipt.

The Paddle entity that sells you the plan depends on your country: for a purchase from the United States or Canada, it is the Paddle company of that country, indicated on your receipt and in your confirmation email. Our refund rule never reduces the rights that the law guarantees you, nor any more favorable refund that Paddle's terms applicable to your purchase would grant you.

5. Timelines

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.

6. Legal warranties

This policy does not deprive the consumer of any statutory protections: it applies without prejudice to legal warranties, including the legal warranty of conformity for digital content and services, and any mandatory provisions in force.

The consumer is entitled to the legal guarantee of conformity if a lack of conformity appears during a period equal to the contractual period during which the plan is provided, from its activation until the retention end date that applies to the purchase , starting from the supply of the digital content or digital service. During this period, the consumer only has to establish the existence of the lack of conformity, not the date on which it appeared.

The legal guarantee of conformity entails the obligation to provide all updates necessary to maintain the conformity of the digital content or digital service during the contractual period during which the plan is provided, from its activation until the retention end date that applies to the purchase .

The legal guarantee of conformity entitles the consumer to have the digital content or digital service brought into conformity without undue delay following their request, free of charge and without major inconvenience to them.

The consumer may obtain a price reduction while keeping the digital content or digital service, or may terminate the contract and obtain a full refund in return for giving up the digital content or digital service, if:

1° The trader refuses to bring the digital content or digital service into conformity;

2° Bringing the digital content or digital service into conformity is unjustifiably delayed;

3° Bringing the digital content or digital service into conformity cannot take place without costs being imposed on the consumer;

4° Bringing the digital content or digital service into conformity causes major inconvenience to the consumer;

5° The lack of conformity of the digital content or digital service persists despite the trader's unsuccessful attempt to bring it into conformity.

The consumer is also entitled to a price reduction or to termination of the contract where the lack of conformity is so serious that it justifies an immediate price reduction or termination. The consumer is then not required to request beforehand that the digital content or digital service be brought into conformity.

Where the lack of conformity is minor, the consumer is only entitled to cancellation of the contract if the contract does not provide for the payment of a price.

Any period of unavailability of the digital content or digital service for the purpose of bringing it into conformity suspends the guarantee that remained to run until the digital content or digital service is supplied again in conformity.

These rights result from the application of Articles L. 224-25-1 to L. 224-25-31 of the French Consumer Code (code de la consommation).

A trader who obstructs in bad faith the implementation of the legal guarantee of conformity is liable to a civil fine of up to 300,000 euros, which may be increased to 10% of average annual turnover (Article L. 242-18-1 of the French Consumer Code).

The consumer also benefits from the legal guarantee against hidden defects under Articles 1641 to 1649 of the French Civil Code (code civil), for a period of two years from the discovery of the defect. This guarantee entitles the consumer to a price reduction if the digital content or digital service is kept, or to a full refund in return for giving up the digital content or digital service.

7. Complaints and Mediation

If a persistent disagreement remains after submitting a written complaint to Fotelya, you may refer the matter, free of charge, to the consumer mediator with which we are registered: CM2C (Centre de la Médiation de la Consommation de Conciliateurs de Justice), 49 rue de Ponthieu, 75008 Paris: online submission at cm2c.net, or by email to litiges@cm2c.net.

8. Contact

For any questions about this policy: contact@fotelya.com. See also our Terms and Conditions and our Privacy Policy.

Your plan starts once the confirmation of your purchase, which includes the applicable terms and the model withdrawal form, has been made available to you.

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.

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.

the contractual period during which the plan is provided, from its activation until the retention end date that applies to the purchase

Your plan is provided from its activation until the end date of provision indicated for your purchase. The legal guarantee of conformity covers this entire period. The six or twelve months of retention are counted from the date of the event, subject to the more favorable end date indicated for your purchase.

The services, storage capacity, features and their limits, compatibility, interoperability and end date of provision of your plan are stated before payment, then reproduced in the confirmation of your purchase.

For Premium, the share for the day of the event keeps the proportion of €29.40 out of €89, or about 33% of the price actually paid.

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.