Refund, Cancellation and Dispute Policy

This policy applies to every transaction on ClocheVerse. Because ClocheVerse is exclusively a B2B platform used by users acting in their professional capacity, consumer distance-selling rights — including the 14-day right of withdrawal — do not apply, and consumer mediation schemes are not available. Physical product orders and service bookings follow the rules below.

1. Physical product orders

• Before dispatch. A buyer may request cancellation through the order in their workspace. If the seller has not yet dispatched or started a made-to-order/custom-branded production run, the order is cancelled and the payment is released or refunded in full.
• Custom, branded, perishable or made-to-order goods. Once production or personalisation has started, cancellation may be refused or subject to a charge covering work already done, as stated in the listing.
• After dispatch. Cancellation is no longer possible. Returns are only available where the seller offers them or where the goods are non-conforming, damaged or incomplete.
• Damage, shortage or non-conformity. Report it through the order without undue delay and at the latest 7 calendar days after delivery, with photos and the delivery note. The seller must then replace, redeliver, repair or refund the affected items.
• Non-delivery. If the goods have not arrived a reasonable time after the seller’s published transit window, and tracking does not show delivery, the buyer may claim a full refund of the goods and shipping.
• Returns logistics. Unless the return results from the seller’s fault, return shipping, duties and restocking fees are borne by the buyer according to the seller’s published return terms.

2. Service and staff bookings

• Provider cancellation rules. Each provider publishes a cancellation window (for example free cancellation up to a stated number of hours before the start time, then a partial or full charge). The rule shown at the moment of booking applies to that booking.
• Buyer cancels within the free window: full refund, less any non-refundable platform service fee clearly disclosed at checkout.
• Buyer cancels after the free window: the provider’s published charge applies; the remainder, if any, is refunded.
• Buyer no-show or venue unavailable: the booking may be charged in full.
• Provider cancels or does not attend: the buyer receives a full refund, including platform service fees, and we may apply consequences to the provider’s account and rating.
• Service performed below the agreed scope: the buyer may request a partial refund; if the parties disagree, the dispute process below applies.
• Force majeure (strike, natural event, official closure, sudden illness with evidence): the parties should agree a new date; where that is impossible, the booking is cancelled without penalty and amounts already paid are refunded, less irrecoverable third-party costs.

3. Subscriptions and recurring services

• Recurring service plans renew for the stated period until cancelled. Cancellation takes effect at the end of the current period; periods already started are not refunded unless the provider agrees or the service was not delivered.
• Work already delivered in the current period remains payable.

4. Platform fees and commissions

Where a transaction is refunded in full because of the seller’s or provider’s failure, platform service fees charged to the buyer are refunded too. Where a cancellation is attributable to the buyer, the platform service fee may be retained, provided this was disclosed before payment. Payment-processing costs charged by Stripe may be non-refundable.

5. How refunds are paid

• Refunds are made by Stripe to the original payment method. Timing depends on the buyer’s bank, typically 5–10 business days after approval.
• We may hold or reverse a payout to the seller or provider while a refund or dispute is being examined, and offset agreed refunds against future payouts.

6. Dispute process

• Step 1 — direct contact. Raise the problem with the other party through platform messaging on the order or booking, within 7 days of delivery or of the service date.
• Step 2 — open a dispute. If there is no agreement within 5 business days, open a ticket from Help & Support referring to the order number.
• Step 3 — review. We ask both parties for evidence (order details, messages, photos, tracking, briefing documents) and normally respond within 10 business days.
• Step 4 — outcome. Where we control the relevant payment or payout, we may release, refund partially or refund in full to reflect what the evidence shows. Where we do not, we provide the records and our assessment so the parties can settle.
• Our review is a marketplace decision, not arbitration; it does not deprive either party of the right to pursue the matter through the courts, and does not make Kinga Corporation SASU a party to the underlying contract.

7. Chargebacks and abuse

• Raising a card chargeback instead of using this process may lead to suspension while the bank investigates, and the buyer must cooperate with evidence requests.
• Repeated unjustified refund requests, false claims of non-delivery, or refusal to accept lawful delivery may lead to restrictions, cost recovery or account termination.

Contact

Kinga Corporation SASU — 26 rue Bosquet, 75007 Paris, France. Email: legal@clocheverse.com. You can also open a ticket from Help & Support.