Refund Policy

1. Applicable law

Hotelminder is an editorial advisory and a hand-picked marketplace of add-on modules operated by RIGHT HOTELS SAS from France, and its refund obligations are governed by the French Code de la consommation, in particular Articles L221-18 to L221-28 on the right of withdrawal in distance contracts, and by the specific rules on business-to-business services set out in the Code de commerce. Where a subscribing hotelier qualifies as a consumer within the meaning of the preliminary article of the Code de la consommation, the consumer-protection regime applies in full. Where the subscribing hotelier acts for professional purposes — which is the normal case for a hotel subscribing to our modules — the consumer regime does not apply as of right, but Hotelminder extends, on a contractual basis, a fourteen (14) day withdrawal window from the first invoice, so that no operator can complain of having been trapped in a subscription they had not fully understood.

2. Fourteen-day withdrawal window from the first invoice

A subscribing hotelier may withdraw from the Subscription within fourteen (14) calendar days of the date of the first invoice, without any obligation to justify the decision and without any penalty other than the pro-rata price of any onboarding service that has already been fully performed with the subscriber’s prior express consent, in accordance with Article L221-25 of the Code de la consommation applied by analogy. This window is stated in Article 7 of the Terms of Service at /legal/terms and is repeated here to guarantee full disclosure. It applies whether the subscribing hotelier qualifies as a consumer or as a professional; where the consumer regime applies of right, this window is the statutory one, and where the consumer regime does not apply, this window is a contractual extension.

3. How to exercise the right of withdrawal

To exercise the withdrawal, the subscribing hotelier writes to billing@mindermod.org with the following minimum information: the legal name of the subscribing hotel, the SIREN or equivalent registration number, the date of the first invoice, the invoice reference, and the identifier of the subscribed module or modules concerned by the withdrawal. A standard withdrawal form is set out below and can be used as-is or adapted. Withdrawal takes effect on the date on which the email is sent, provided the fourteen (14) day window is respected; a confirmation email is sent within one (1) business day, and the effective closure of the affected modules is scheduled at the end of the current billing day so that the subscriber can complete any pending operational task.

Standard withdrawal form

To: RIGHT HOTELS SAS — Billing, billing@mindermod.org. I / we, [legal name of the hotel], SIREN [SIREN or equivalent], with registered office at [address], represented by [name and role of the signatory], hereby notify our withdrawal from the subscription to the Hotelminder module(s) [identifier(s) of the subscribed module(s)], ordered on [order date], invoiced on [invoice date] under invoice reference [invoice reference]. Signed at [place], on [date]. [Signature].

4. Refund process and timing

Where withdrawal is exercised within the fourteen (14) day window, Hotelminder refunds the sums received from the subscribing hotelier no later than fourteen (14) calendar days after receiving the withdrawal notice, using the same means of payment as the one used by the subscriber for the initial transaction, unless the subscriber expressly agrees to a different means of payment and provided that the refund does not incur any cost for the subscriber, in accordance with Article L221-24 of the Code de la consommation. Where the initial payment was made by SEPA direct debit, the refund is credited to the same IBAN. Where the initial payment was made by card via Stripe, the refund is credited to the same card; delivery to the cardholder can take up to seven (7) additional business days depending on the issuing bank.

5. Pilot pack — first month included with onboarding

Every new subscription is delivered together with a pilot pack: the first month of the subscribed modules is included with the onboarding fee, so that the operator can validate the operational fit before committing to the second month. If the subscriber exercises the withdrawal right within the fourteen (14) day window, the refund is calculated on a pro-rata basis: the value of the onboarding services that were fully performed before the withdrawal (in particular the scoping call, the technical connection of the SiteMinder tenant and any configuration session already delivered) is deducted from the total, and the balance is refunded. The pro-rata calculation is transparent and is documented in the refund confirmation email so that the subscribing hotelier can verify the arithmetic.

6. Onboarding fees

Onboarding fees are the fees invoiced for the initial scoping call, the technical connection to the SiteMinder tenant, and the configuration sessions delivered at the beginning of the subscription. Because these fees compensate the advisor for time actually spent on the subscriber’s account, they follow a specific regime:

• Scoping call has taken place — where the scoping call has already been delivered by the advisor and the subscriber then decides to withdraw, the onboarding fee corresponding to the scoping call is retained. The remainder of the onboarding fee, corresponding to services not yet delivered, is refunded.
• Scoping call cancelled by the advisor — where the scoping call is cancelled by Hotelminder’s advisor without a rescheduled slot within fifteen (15) calendar days, the subscriber may cancel the onboarding without any charge and receive a full refund of the onboarding fee already invoiced.
• Scoping call cancelled by the subscriber — where the subscriber cancels the scoping call at least forty-eight (48) hours in advance, the slot is rescheduled without any additional fee. Where the cancellation reaches Hotelminder less than forty-eight (48) hours in advance, or where the subscriber does not show up, a rescheduling fee equal to fifty (50) percent of the scoping-call fee is retained; the remainder is refunded.

7. Monthly billing cancellation after the withdrawal window

After the fourteen (14) day withdrawal window has expired, the subscription continues under the ordinary rules of monthly cancellation set out in Section 6 of the Terms of Service. Either party may terminate at any time, with or without cause, by written notice given at least thirty (30) days before the end of the current monthly period. The sums invoiced for the monthly period in which the notice takes effect are not refunded — the notice period allows the subscribing hotelier to make full use of the modules and to complete any operational hand-off. No refund is due for months already invoiced and consumed.

8. Non-refundable services

Some services, because they are consumed in a single, one-off delivery or because they involve a bespoke effort by the advisor, are not refundable once they have been delivered:

• Custom development beyond CSS — where the subscribing hotelier has commissioned custom development beyond visual customisation (for instance a bespoke connector to a legacy PMS, or a specific data-migration routine), the fee corresponding to that custom development is non-refundable once the development has been delivered and accepted, or once the subscriber has confirmed the technical scope in writing.
• On-property visits — where the subscribing hotelier has commissioned an on-property visit by an advisor, the fee corresponding to that visit is non-refundable once the advisor has travelled or is committed to travel within seven (7) days.
• One-off strategic advisory sessions — a strategic advisory session invoiced separately from the monthly subscription is non-refundable once the session has been delivered.
• Third-party pass-through costs — any pass-through cost paid by Hotelminder to a third party on behalf of the subscribing hotelier and clearly identified as such in the invoice (for instance a paid API token that Hotelminder purchased on the subscriber’s behalf) is refunded only if and to the extent that the third party itself refunds Hotelminder.

9. Corrections and disputed invoices

If the subscribing hotelier believes that an invoice contains an error, the subscriber writes to billing@mindermod.org within thirty (30) calendar days of the invoice date, setting out the alleged error and providing the supporting evidence. Hotelminder acknowledges the message within one (1) business day and issues a substantive response within ten (10) business days. Where the error is confirmed, a corrective credit note is issued and the corresponding amount is refunded on the same payment method within the next fourteen (14) calendar days.

10. Refund in the event of a service outage

Where the Service suffers a major outage attributable to Hotelminder, and where that outage exceeds the availability target of the relevant module, the subscribing hotelier may claim a service credit calculated as a pro-rata of the monthly fee for the days affected. Service credits are applied against the following invoice; where the subscription is terminated before the next invoice, the equivalent cash amount is refunded on the initial payment method. Service credits are the sole and exclusive financial remedy for a service outage, without prejudice to any statutory rights that cannot be waived under French law.

11. Disputes and out-of-court routes

Any dispute concerning a refund is first addressed by an amicable exchange between the subscribing hotelier and billing@mindermod.org. If the amicable exchange does not produce an agreement within thirty (30) days of the initial written notice of dispute, the subscribing hotelier acting as a professional may refer the matter to the Médiateur des entreprises via mediateur-des-entreprises.fr; the subscribing hotelier acting as a consumer may refer the matter to a consumer ombudsman under Articles L611-1 to L616-3 of the Code de la consommation. Referral to a mediator is free of charge and does not preclude any other remedy. In the event that no amicable settlement is reached, the Tribunal de Commerce de Bobigny has exclusive jurisdiction, in accordance with Section 16 of the Terms of Service.

12. Currency and taxes

All Fees, refunds and credit notes are denominated in euros (EUR), excluding VAT. Where VAT has been applied to the initial invoice, the corrective credit note or the refund is issued with the corresponding VAT reversal, in accordance with the applicable French VAT regime. Where the subscribing hotelier is established outside France but inside the European Economic Area and has provided a valid intra-community VAT number, the reverse-charge mechanism applies to both the initial invoice and the refund. Bank charges relating to the receipt of the refund on the subscriber’s side are not covered by Hotelminder unless caused by a demonstrable error of Hotelminder.

13. Record retention

Records of refunds, credit notes and related correspondence are retained by Hotelminder for ten (10) years from the end of the calendar year of the transaction, in application of Article L123-22 of the Code de commerce. The subscribing hotelier is entitled to a copy of any such record on written request to billing@mindermod.org.

14. Changes to this Policy

Hotelminder may amend this Refund Policy from time to time to reflect changes in the law, in guidance from the CNIL or from the consumer-protection administration, or in the composition of the Service. Material changes are notified to dashboard administrators at least thirty (30) days before the effective date, and the effective date is always displayed at the top of this page.

15. Contact

Billing questions and refund requests: billing@mindermod.org. Data Protection Officer: Camille Dubois-Renard, dpo@mindermod.org. Registered office: RIGHT HOTELS SAS, 7 Allée Jacques Cartier, 93160 Noisy-Le-Grand, France. Bank: BNP Paribas, IBAN FR76 3000 4008 0500 0123 4567 890. Regulator: CNIL, cnil.fr — déclaration n° 2224789. Hosting: OVHcloud Roubaix, France.