Refund and withdrawal policy

NetMovIA is the seller of NetMoviz packs and the provider of the Studio. For transactions covered by Stripe Managed Payments, Sold through Link acts as Merchant of Record, including for transaction processing and the tax obligations covered by that service. This does not transfer NetMovIA’s status as seller or reduce its contractual obligations or consumers’ mandatory rights.

For any request concerning your purchase or the Studio, contact NetMovIA at support@netmovia.com. You can also use the Sold through Link support shown on your receipt for the relevant payment operations, without giving up your rights against NetMovIA.

Include your account email, order date and reference, and the type of request. Never send passwords, full card numbers or card security codes. If you cannot find the reference, contact us with other information that helps identify the purchase.

Where French consumer law applies, you generally have 14 days from concluding the contract to withdraw from a distance purchase without giving a reason, subject to statutory exceptions. Any more protective mandatory provisions remain applicable.

Registration, buying credits or accepting general terms does not automatically waive this right. For digital content supplied without a physical medium, the exception requires, among other things, commencement of performance, the required prior express consent, acknowledgement of losing the right and the legally required confirmation. For services, starting performance alone is not full performance or an automatic loss of the right.

Using credits therefore does not always justify rejecting withdrawal. The consequences of performance having started depend on the legal nature of the contract and validly obtained consents.

Immediate use of NetMoviz. When purchases are enabled, a customer who wants to receive and use NetMoviz without waiting for the withdrawal period to end may be asked, before payment or availability, to expressly request immediate performance and acknowledge the consequences for the right of withdrawal. Depending on the legal classification of the contract and applicable law, use that has begun may result in loss of the withdrawal right for digital content if all legal conditions are met, or in an obligation to pay for the part of a service already performed. The mere fact that credits have been spent is therefore not treated as an automatic rule: the consents obtained and the legal position of the transaction are taken into account.

The sample below is optional. Sending your notice within the period is sufficient; registered post or a reason is not required. Keep a copy and evidence of when it was sent.

For any request concerning your purchase or the Studio, contact NetMovIA at support@netmovia.com. You can also use the Sold through Link support shown on your receipt for the relevant payment operations, without giving up your rights against NetMovIA.

Where a right of withdrawal remains applicable, you can exercise it with NetMovIA using the public withdrawal form, without signing in, including after closing your account. The process allows you to identify the contract, confirm the request and receive an acknowledgement on a durable medium containing the notice and the date and time it was sent. You can also send an unequivocal statement to support@netmovia.com. Sold through Link support remains available for the relevant payment operations; it does not replace these ways of exercising your rights with NetMovIA.

Where withdrawal entitles you to a refund, the seller returns the amounts due within 14 days of receiving notice, in accordance with applicable rules. Refunds use the original payment method unless you expressly agree to another method without fees. Bank posting time may differ from the refund issue date.

Credits and bonuses corresponding to the refunded portion are adjusted and cannot fund new generations. This adjustment does not remove credits from a separate purchase that was not refunded. Where the law requires a monetary refund, store credit or NetMoviz cannot replace it without valid customer agreement.

Requests outside statutory entitlements may be considered individually, without guaranteed approval. The seller’s applicable policies remain subject to statutory guarantees.

NetMoviz adjustment after a refund or chargeback. If all or part of a transaction is refunded, cancelled or charged back, the NetMoviz and bonuses linked to the affected part may be removed, blocked or adjusted. For the same part of a purchase, the customer cannot both receive a refund of the price and retain a balance of usable credits. If the credits have already been used, NetMovia may, within the limits of the law, adjust the account, temporarily restrict new paid generations while the case is reviewed, or seek payment of amounts that remain lawfully due. Mandatory consumer rights and good-faith disputes remain fully preserved.

A fraudulent, abusive or manipulative refund request or chargeback may, after review, lead to proportionate account measures. This rule does not limit the right to report in good faith an unauthorised payment, a duplicate charge, a failure to supply or a non-conforming service.

Effect on promotional bonuses. A purchase that is fully refunded, cancelled or finally charged back does not remain counted as an effectively paid purchase when determining the first three purchases eligible for the bonus. NetMovia may recalculate eligibility based on transactions that remain validly paid and may adjust the bonus linked to the refunded portion. A partial refund only results in adjustment of the corresponding portion. No adjustment limits mandatory consumer rights.

Report a duplicate charge or confirmed payment without credits to support with the transaction details. Verification allows correction or arrangement of any refund due. Do not place another order to repair missing delivery.

NetMoviz for a generation that fails to start or complete for technical reasons are restored as described in the Studio. If your balance is not corrected, send support the project or generation identifier, date and description of the problem.

Restoring credits is not a refund of the pack price. Artistic dissatisfaction alone is not automatically a technical failure. These distinctions never exclude rights when the service does not conform to its description.

Historical credits held before activation of this rule retain their previous terms: no new expiry date is imposed retroactively. Technical refunds restore the credits used with their original expiry date, without extending it; credits already expired do not become usable again merely because they are restored.

You may copy this model or print the page. It does not initiate a refund until you send it to the appropriate recipient.

NetMovia — French SASU with share capital of EUR 100 — Paris Trade and Companies Register 131 241 762 — 47 rue Vivienne, 75002 Paris, France. Support: support@netmovia.com; +262 693 05 78 43 (Réunion).

Complaint and mediation information is set out in the Studio terms. Mandatory consumer protections and access to legally competent courts remain unaffected.

After sending a written complaint to NetMovia, if you have not received a satisfactory response, you may, as a consumer, use the mediation service of CM2C free of charge. NetMovia is a member of CM2C. Your request is subject to the applicable admissibility conditions.

Initial complaint: support@netmovia.com — NetMovia, 47 rue Vivienne, 75002 Paris, France.

CM2C — Centre de la Médiation de la Consommation de Conciliateurs de Justice
49 rue de Ponthieu, 75008 Paris, France
litiges@cm2c.net
Submit a mediation request