Consumer mediation

If you are a consumer and something has gone wrong, this page explains how to have it looked at — first directly, then, if that does not settle it, by an independent mediator at no cost to you.

1. Start with a written complaint

Write to info@codingbynadezda.online, or call +48 732 145 104 and follow up in writing, quoting your order number and describing what went wrong. No particular form of words is needed.

• Within one working day — receipt is acknowledged and you are told who is handling it.
• Within five working days — you receive a written answer setting out what was found and what is proposed.
• Where it is complex — you are told why more time is needed and given a date, which will not be later than twenty working days from your first contact.

Depending on what went wrong, the outcome may be the work being redone, an additional revision round at no cost, a partial or full refund, or a written explanation where nothing has in fact gone wrong. You will be told plainly which it is and why.

2. Recourse to the consumer mediator

Under articles L611-1 and L612-1 of the Code de la consommation, every consumer has the right to have free recourse to a consumer mediator with a view to settling a dispute amicably with a trader.

A mediator has not yet been designated. French law requires every trader selling to consumers to belong to a consumer mediation scheme and to publish its name and contact details. That designation is in progress, and this page will carry the mediator’s name, postal address and website as soon as it is complete. In the meantime, contact me directly at info@codingbynadezda.online — and your right to bring the matter before a court is unaffected.

Two conditions apply before a mediator can consider your case: you must first have attempted to resolve the dispute directly through a written complaint, and your request must be made within one year of that written complaint. A mediator will decline a request that is manifestly unfounded or abusive, that has already been examined by another mediator or a court, or that falls outside its remit.

3. What mediation is, and is not

Mediation is free for the consumer and voluntary. The mediator is independent and impartial, and proposes a solution rather than imposing one: both parties remain free to accept or refuse it. Participating in mediation does not prevent you from bringing court proceedings, and time limits for doing so are suspended while mediation is under way.

4. Cross-border disputes

Consumers resident in another Member State of the European Union may also approach an approved alternative dispute resolution body in their country of residence, or seek assistance from the European Consumer Centre network (ECC-Net), which advises on cross-border consumer disputes within the EU.

5. Court proceedings

Nothing on this page affects your right to bring proceedings before the competent courts. Consumers may bring proceedings before the courts of their place of residence.

6. Professional clients

Consumer mediation is open to consumers only. Disputes with professional clients are dealt with under clause 19 of the terms and conditions.

Business and contact details

These details apply to everything on this page, and are the details to use for any formal notice.

The registered address is a correspondence address. All services are performed and delivered remotely; there is no walk-in office and no facility for visitors.