Refund and cancellation policy

Refund and cancellation policy

This document forms part of the Terms and conditions.

Anna Digital Business sells in two ways. Regime A — standard services at checkout: a small number of services with a standard scope and a standard price shown on the site (a repair session, a health check, monitoring for one scenario, one standard automation), paid online in euros (EUR) or Swedish kronor (SEK), performed in the Customer's own accounts and booked by e-mail. The standard price applies to simple, well-defined cases; anything beyond that scope is quoted under regime B. No file or software is sold. Regime B — services on quotation: systems integration, process automation, data migration, flow monitoring and technical audits, scoped in a written quotation and invoiced by e-mail. Nothing physical is sold or shipped; no subscription is offered. Prices on the site for regime B are "from" prices; only the accepted quotation binds the parties.

1. Regime A — consumers: right of withdrawal

1.1 Fourteen days from the order to withdraw without giving a reason: use the Withdrawal form or write to Info@annadigital.fr with the order number. 1.2 Services: you may withdraw before the session; if the session has taken place at your express request within the fourteen days, no withdrawal is possible; if it was booked but not yet held, the full price is refunded. 1.4 Refund by the original payment method, in the currency of the order, within fourteen days of your withdrawal, without fees.

2. Regime A — every Customer: non-conformity and errors

A service that does not match its description is redone or, at your choice, refunded, whatever your status. A duplicate order or a wrong service is refunded on request within 30 days. A session cancelled by the Provider is rebooked or refunded in full. If, at the brief, the case turns out to exceed the standard scope, the Provider says so before starting; the Customer then chooses between a quotation for the larger scope and a full refund.

3. Regime A — businesses

Business customers have no right of withdrawal; the conformity remedies of section 2 apply.

4. Regime B — cancellation of a project

4.1 Before work starts: cancellation in writing at any time before the target diagram is delivered; the 30 % deposit is refunded less scoping time already spent, invoiced at the daily rate and capped at the deposit. 4.2 During the project: the Customer may end the project in writing; work delivered and work in progress are due pro rata; deliverables completed so far are handed over on payment. 4.3 By the Provider: possible if the Customer does not provide the access or information due after two written reminders 10 working days apart, in case of non-payment after a formal notice left unanswered for 15 days, or in case of force majeure; work done is due, any deposit surplus refunded within 14 days. 4.4 Non-conformity: discrepancies from the quotation reported within 10 working days are corrected free of charge; one month of corrections after go-live is included where the quotation says so.

5. Chargebacks and disputes

Before opening a dispute with your bank or card issuer, write to Info@annadigital.fr: every complaint receives an acknowledgement within one working day and a substantive answer within 15 days, and refunds where due are made within 14 days. Consumers may also use the European online dispute resolution platform and the consumer mediator named in the Terms and conditions.