v2.1 · 5 October 2026

SHATALE — REFUND, RETURN & NON-DELIVERY POLICY

Shatale SASU — SIREN 105 278 964 · RCS Montpellier 105 278 964 · TVA FR54105278964 623 Rue du Devois, 34160 Saint-Drézery, France

Status of this document. It reflects the current model: Route 1 — per-purchase card pre-authorisation; no wallet, no stored balance.

1. THE MODEL THIS POLICY APPLIES TO (Route 1)

1.1. Shatale SASU acts as commissionnaire à l'achat (Article L132-1 Code de commerce): it purchases goods and services from merchants in its own name but for the account of the User.

1.2. There are two separate legs, and refunds unwind through the same two legs in reverse:

• Leg 1 — the purchase. Shatale pays the merchant using Shatale's own corporate/virtual card (issued to Shatale SASU by the Regulated Partner / issuer; Shatale is the sole cardholder). The merchant contracts with Shatale, not with the User.
• Leg 2 — the reimbursement. The User reimburses Shatale through a per-purchase pre-authorisation (hold) on the User's own card, placed via a licensed acquirer (Stripe) and captured on or immediately after the purchase.

1.3. There is no wallet, no stored value, no payment account and no "wallet credit". No User funds rest in a Shatale-controlled balance. This policy therefore contains no wallet-credit remedy of any kind.

1.4. Users may be businesses (B2B) or consumers (B2C). Where the User is a consumer within the meaning of the Code de la consommation, the mandatory consumer-protection rules in §5 apply and cannot be contracted out of.

2. CATEGORIES OF REFUND EVENT

3. THE CORE PROCESS — A STATE MATRIX

The action depends on two independent states: the status of the User's hold (Leg 2) and the status of the merchant transaction (Leg 1).

Key facts: a pre-capture void releases the hold and posts no ledger entry — it is not a refund; a post-capture reversal is an acquirer refund back to the same card, never a wallet or ledger credit; a void requested after capture is routed to a reconciliation path and settled as a refund.

4. WHO PURSUES THE MERCHANT, AND TIMING

4.1. Shatale pursues the merchant. Because Shatale is the buyer of record on Leg 1 (commissionnaire), only Shatale has standing to seek the merchant's cancellation, return, refund or a card-scheme dispute. The User is never sent to deal directly with a merchant they have no contract with. The User provides evidence (order ID, merchant correspondence, delivery/tracking proof, return proof, photos, timestamps).

4.2. Merchant-recovery steps: (1) request merchant cancellation/refund; (2) collect the merchant's response and evidence; (3) escalate through the issuer / card-scheme dispute (chargeback) if the merchant refuses or delays — target first merchant contact within 2 business days of a valid request; (4) book any unrecovered amount that Shatale has already credited the User as a Shatale loss / merchant receivable.

4.3. Timing of the User's credit — B2B (business Users):

• Pre-capture events (R1/R2): void immediately (nothing was taken).
• Post-capture events (R3/R4/R5/R7): Shatale credits the User after the merchant reversal is received, except where the cause is Shatale's fault (failed Leg-1 execution, duplicate/wrong amount, wrong item procured by the agent) or an approved commercial goodwill credit — no automatic fronting.
• The merchant-refusal/delay risk on a business purchase remains with the User unless one of the exceptions above applies. This is stated in the client agreement.

4.4. Timing of the User's credit — B2C (consumer Users): statutory remedies are fronted by Shatale once validated, independent of merchant recovery (see §5). Shatale then pursues the merchant on its own account.

5. B2C — MANDATORY CONSUMER RIGHTS (NON-WAIVABLE)

Where the User is a consumer, the following apply and cannot be excluded by contract. Shatale honours them at the Shatale ↔ User layer (the User does not transact directly with the merchant).

5.1. Right of withdrawal — droit de rétractation (R6). 14 calendar days for distance/off-premises contracts (Art. L221-18 Code de la consommation). Shatale reimburses within 14 days of the withdrawal notice (Art. L221-24); for goods, reimbursement may be deferred until the goods are recovered or return proof is provided. Return-cost and depreciation rules per Art. L221-23. Statutory exceptions (no withdrawal) per Art. L221-28 — e.g. personalised goods, perishables, sealed hygiene/health goods once unsealed, dated leisure/travel services, digital content whose supply began with the consumer's prior express consent.

5.2. Non-delivery / late delivery (R4). Where no date is agreed, delivery is due without undue delay and no later than 30 days (Art. L216-1). The consumer may require delivery within a reasonable further period and, failing that, obtain résolution of the contract (Art. L216-2) with reimbursement within 14 days (Art. L216-3); immediate résolution if the delivery date was essential.

5.3. Legal guarantee of conformity (R5). Remedies for non-conforming goods — repair or replacement first, then price reduction or rescission (Arts. L217-3, L217-8 et seq.); presumption period of two years for goods.

5.4. Payment-services / card rights (R8, R7). For the User-card leg, Shatale preserves the User's non-waivable payment rights: unauthorised-payment refund and SCA consequences (CMF Art. L133-18, L133-19), and the refund right for an authorised transaction where the exact amount was not specified and exceeded reasonable expectations (CMF Art. L133-25). Practically: the exact amount is shown before the hold (no undisclosed or open-ended amount), SCA/consent is obtained and logged.

6. THE HOLD AMOUNT & CONSENT

6.1. The pre-authorisation hold is for the exact cart total — no shipping/tax/discretionary buffer is added. Where the User's card currency differs from the cart currency, the hold is the exact amount converted at the FX rate disclosed to the User at authorisation. The captured amount never exceeds the disclosed authorised amount; any unused delta from a partial fulfilment is released.

6.2. Before each purchase the User consents to: the agent's purchase action, the merchant and spending limits, the pre-authorisation hold, capture up to the disclosed exact amount, SCA where required, and refunds to the same card. Consent and SCA are logged.

6.3. Issuer/scheme posting times for a void or refund are outside Shatale's control; the client agreement states that Shatale instructs the void/refund promptly and communicates realistic posting windows (e.g. up to 5 business days).

7. RELATIONSHIP TO OTHER DOCUMENTS

• Client agreement (Shatale SASU ↔ User) — the purchasing-mandate agreement carries the binding refund terms, the B2B/B2C risk allocation, the hold/SCA consent, and the merchant-refusal allocation summarised here.
• Publisher ToS — Publishers (B2B, KYB) must surface this policy and the Route-1 payment mechanics to end-users, route refund/return/non-delivery intake to Shatale, and must not promise wallet credit or hold User funds. Consent/SCA capture and logging are performed by Shatale.

Statutory anchors: Code de commerce L132-1; Code de la consommation L216-1, L216-2, L216-3, L217-3, L217-7, L217-8, L221-18, L221-23, L221-24, L221-28; CMF L133-18, L133-19, L133-25.