Claims

Filing and handling claims is entirely free of charge. No fee may be charged to the claimant for the review of their request.

How to file a claim

Any user may submit a claim relating to the provision of our crowdfunding services. The claim can be submitted via the claim submission form.

Claims may be filed in French or in any other language used for our offers and communications within the European Union.

Information to provide

To allow for fast and complete handling, the claim must include the following elements:

• Last name, first name / company name
• Full postal address, phone and email
• (Where applicable) registration number or LEI
• Reference of the investment or contract concerned
• Precise description of the subject of the claim
• Date(s) of the facts giving rise to the claim
• Description of the damage or loss suffered (where applicable)
• Any useful supporting document (contract, correspondence, documents, etc.)

A standard claim template established by the European Union is available: Standard claim template.

Acknowledgment of receipt and processing times

An acknowledgment of receipt is sent within 10 business days of receipt of the claim, specifying:

• Whether or not the claim is admissible
• The contact details of the person or department in charge of the file
• The estimated response time

A reasoned decision is communicated to the claimant within a maximum of 15 business days of receipt of the claim.

In the event of an exceptional delay, the claimant will be informed of the reason and of the new expected time frame.

Mediation

In the event of a persistent disagreement, the user has the right to use a consumer mediator free of charge to resolve the dispute amicably.

Centre de médiation de la consommation de conciliateurs de justice (CM2C) Postal address: 14 rue Saint-Jean, 75017 Paris, France Phone: +33 6 09 20 48 86 Website: https://www.cm2c.net/