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Complaints and mediation

Version in force as of 4 septembre 2026.

Translation for information only. This is a courtesy translation of the French document « Réclamations et médiation », which is the only binding version. The seller is a French sole trader and the contract is governed by French law. In the event of any discrepancy or difference of interpretation between the two versions, the French version prevails.

This page describes, step by step, how a complaint is received, investigated and decided. It supplements article 13 of the terms and conditions of sale and commits MUCHA JACEK to stated time limits.

1. Where to send a complaint

Channel	Details	Written record
E-mail (recommended)	contact@jacekmucha.fr	Yes — automatically time-stamped
Telephone	+33 7 73 10 11 73	No — a confirmation e-mail is sent back to you
Post	12 rue des Lilas, 60126 Longueil-Sainte-Marie	Yes — the postmark is authoritative

Handling hours: Monday to Friday, 8 a.m. – 7 p.m., and Saturday mornings by appointment.

2. What to include

the order reference shown on the invoice and in the confirmation e-mail;
the service concerned and its date;
a factual description of what is wrong;
what you are asking for: the work redone, a reschedule, a partial or full refund;
any useful evidence (e-mail, file handed over, screenshot).

An incomplete complaint is never rejected on that ground: the missing items are requested in the acknowledgement, and the investigation period only starts when they arrive.

3. Time limits we commit to

Stage	Maximum time	Form
Acknowledgement of receipt	2 working days	E-mail
Reasoned reply on the substance	15 working days	E-mail, with the decision and its basis
Complex investigation (expert opinion, third party)	1 month	A reasoned holding e-mail before the 15-day deadline
Refund agreed	14 days from the agreement	Same means of payment as the order

4. Outcome of the complaint

Complaint upheld — the service is redone at no cost, rescheduled, or refunded in whole or in part, as you choose among the solutions offered;
Complaint partly upheld — a quantified gesture of goodwill is offered, together with its basis;
Complaint rejected — the refusal is written and reasoned, and sets out the remedies below.

5. Consumer mediation

Under articles L. 612-1 et seq. of the French consumer code, a consumer has the right to use a consumer mediator free of charge, after sending a written complaint to the professional and failing a satisfactory reply within two months.

As at today's date, the Provider has not yet joined an approved mediation scheme. The process is under way; the name and contact details of the mediator will be published on this page as soon as membership takes effect. This is stated as it is, rather than displaying a body the Provider has not joined.

The European online dispute resolution (ODR) platform is no longer a remedy: Regulation (EU) no. 524/2013 has been repealed and the platform closed on 20 July 2025. No link to that service is shown here, unlike many sites that still mention it. The effective remedies are consumer mediation above and, failing that, the courts.

6. Court proceedings

Mediation is optional and removes no rights. Failing an amicable settlement, the dispute falls to the competent French courts. A consumer may choose to bring proceedings before the court of their own place of residence or that of the Provider's registered office, Longueil-Sainte-Marie.

Identity of the person responsible for handling complaints

MUCHA JACEK, a French sole trader (entrepreneur individuel) — SIREN 109 189 845, SIRET 109 189 845 00018, registered office 12 rue des Lilas, 60126 Longueil-Sainte-Marie, France

This document is governed by French law. For any question: contact@jacekmucha.fr.