Refund & Cancellation Policy

1. Scope

This Refund & Cancellation Policy sets out when and how you can cancel a Service purchased from The Crew Atelier, when refunds are due, and how they are calculated. It forms part of our Terms & Conditions and should be read alongside the Digital Products Terms and Consultation & Concierge Terms.

2. EU/EEA statutory right of withdrawal (14 days) and its limits

If you are a consumer resident in the European Union or European Economic Area, EU law generally gives you a right to withdraw from a distance contract within 14 days of concluding it, without giving any reason. To exercise the right, please email concierge@thecrewatelier.com with a clear statement of your decision to withdraw, quoting your order number.

Express waiver for immediately-performed digital services. Under Article 16(m) of the Consumer Rights Directive (2011/83/EU) and its national implementations, the right of withdrawal does not apply to the supply of digital content and immediately-performed digital services where performance has begun with your prior express consent and your express acknowledgement that you thereby lose the right of withdrawal. At checkout, or in your intake confirmation, you are asked to expressly consent to immediate performance and acknowledge the loss of the withdrawal right in respect of:

• personalised Career Roadmap deliverables once work on your Roadmap has begun;
• CV creation and CV review deliverables once work has begun on your CV;
• digital downloads (PDFs, templates, worksheets) as soon as the download link is delivered;
• consultations, discovery calls and onboarding calls once the scheduled time has begun or once we have prepared for your specific session.

Where you do not provide that express consent, the standard 14-day withdrawal right applies and, if exercised, we will refund the fee paid within 14 days of your notice.

3. Cancellation of consultations, calls and concierge sessions

Rescheduling and cancellation windows for calls, coaching sessions and concierge sessions are set out in the Consultation & Concierge Terms. Summary:

• Free 15-minute Discovery Calls may be rescheduled up to 4 hours before the start time. No-shows are not rebooked automatically.
• Paid 1-hour and 2-hour Onboarding Calls, mentorship calls and follow-up calls may be rescheduled once, free of charge, provided you give at least 24 hours' notice before the start time. Cancellations with less than 24 hours' notice, or no-shows, are treated as delivered and are non-refundable.
• Multi-session concierge and Diamond packages: individual sessions follow the 24-hour rule; the overall package is non-refundable once work has begun.

4. Refunds for packages

Packages that combine several deliverables (e.g. Starter, Career Launch, Premium Concierge, Parents Premium, Diamond All-Inclusive) are priced on a bundled basis.

• Before work has begun on any part of the package and before any deliverable has been sent to you: full refund, less any non-refundable payment-processor fee actually retained by Stripe.
• Once work has begun but before delivery: a pro-rated refund at our reasonable discretion, based on time spent, deliverables produced and third-party costs incurred on your behalf.
• After delivery of any material part of the package: no refund. Where you are dissatisfied, please use the revisions and complaints process below.

5. Refunds for CV Creation and CV Review

CV Creation and CV Review include three (3) revisions as standard. Additional revisions beyond the three included revisions are charged at €5 per additional revision. Once a first draft has been delivered, the deliverable is treated as substantially performed and refund requests are handled via revisions, not refunds. Where a first draft has not been produced due to our fault, a full refund will be issued.

6. Refunds for Career Roadmap (€89)

The Career Roadmap is a personalised, immediately-performed digital service. Once you have completed the intake and we have begun work, the express waiver in clause 2 applies and no refund is due. Before work has begun (typically within 24 hours of purchase), you may cancel for a full refund.

7. Refunds for downloadable digital products

Digital downloads (PDF guides, templates, worksheets) are delivered immediately upon purchase. Because performance begins as soon as the download link is generated, the right of withdrawal does not apply once you have accessed the download. Where the download has not been accessed and you request cancellation within 14 days, we may issue a refund at our discretion.

8. Sponsorship contributions

Contributions to the Pay It Forward sponsorship programme are treated as commercial gifts and are non-refundable once processed, except where required by mandatory law. Detailed rules are in the Sponsorship Terms.

9. Chargebacks and disputes

Please contact us before raising a chargeback with your bank. Improper chargebacks (raised without contacting us first, or after you have consumed the Service) may result in suspension of your account, forfeiture of remaining deliverables and recovery of associated costs.

10. How refunds are paid

Refunds are paid to the original payment method within 14 days of approval. Payment-processor fees actually retained by Stripe are excluded from refundable amounts where allowed by law. Currency conversion differences and bank charges applied by your issuer are your responsibility.

11. Complaints

If you are unhappy with a deliverable, please email concierge@thecrewatelier.com within 14 days of delivery explaining what does not meet your expectation. We will work with you in good faith through revisions and remediation before considering a refund. See clause 19 of the Terms & Conditions for the escalation and ODR process.

You can contact us at concierge@thecrewatelier.com or by post at the registered office address above. For data-protection matters, write to the same address marked "Data Protection" or email concierge@thecrewatelier.com.