Legal · updated 3 September 2026
Cancellation & refunds
What happens if you need to move a session, cancel an engagement, or are not satisfied with what was delivered.
1. Rescheduling
A scheduled session can be moved free of charge, as often as needed, provided you tell us at least 24 hours before the agreed time. Write to [email protected] quoting your order reference. Inside 24 hours a session can still be moved once, at our discretion, without extra charge.
2. Cancellation before the work starts
Cancel more than 24 hours before the first session and the engagement is refunded in full, including any deposit. No reason is required.
3. Cancellation inside 24 hours, or after work has begun
Inside 24 hours of the session, or once preparation and written work have begun, the fee corresponding to the work actually performed remains due. In practice:
- Session not held, cancelled inside 24 hours: 50% of the engagement price is retained, the rest refunded.
- Session held, deliverable not yet issued: 70% retained, the rest refunded.
- Deliverable issued: the engagement is complete and the fee is not refundable.
- Transformation Programme stopped mid-way: completed milestones are charged, the balance of the deposit is refunded and no further invoice is issued.
- Monthly retainer: cancel at any time for the following month; the current month is not pro-rated once sessions have been used.
4. If the deliverable is not what was described
If a deliverable does not correspond to what the engagement page describes, tell us within 14 days of delivery. We correct or re-issue it at no charge. If the corrected version still does not match the description, the engagement is refunded in full.
5. Cancellation by us
If we cannot deliver — illness, force majeure, or because the engagement turns out to fall outside our activity (see the exclusions in the terms of sale) — you are refunded in full, without deduction, and we say so as early as we can.
6. Consumers: statutory withdrawal
Our engagements are sold to professional clients. Where a client is nonetheless a consumer within the meaning of the French Consumer Code, the statutory right of withdrawal of 14 days from the conclusion of the contract applies (art. L.221-18). If the consumer asks in writing for the engagement to start inside that period, the right lapses once the service has been fully performed (art. L.221-25) and any partial performance is charged pro rata.
7. How refunds are paid
Refunds are made to the same payment method used for the order — the card, iDEAL or Bancontact payment is reversed — within 14 days of the refund being agreed. Bank processing can add a few working days. We do not refund in vouchers or credit unless you ask for it.
8. How to ask
Email [email protected] with your order reference (BB-XXXXXX), or call +33 7 45 70 26 58, Monday to Friday, 09:00–18:00 CET. We confirm in writing within two business days. You can also look your order up on the order-status page.