Refund Policy
1 Scope
This Refund Policy (hereinafter "Policy") applies to all transactions carried out on the Famylio platform, published by MOLDEREZ-CONSULT SRL, a limited liability company registered in Belgium under number BE 0842.262.084 (intra-Community VAT identification), with registered office at Square Valère-Gille, 13 box 5, 1050 Ixelles, Belgium.
The platform is accessible via famylio.com and covers monthly subscriptions (Starter and Family) as well as one-time purchases of recipe packs and storage packs (hereinafter "Packs"). This Policy applies under Book VI of the Belgian Code of Economic Law, which transposes European Directive 2011/83/EU on consumer rights. By accessing the platform and making a purchase, the User acknowledges having read, understood and accepted this Policy.
2 Nature of digital services
In accordance with Article VI.53, 13° of the Belgian Code of Economic Law and the European Directive 2011/83/EU on consumer rights, as transposed into Belgian law by the Belgian law of December 21, 2013, the services offered by Famylio constitute digital content supplied on an intangible medium.
The User expressly acknowledges that performance begins upon purchase confirmation and that the digital content is made immediately available. Accordingly, the 14-day right of withdrawal does not apply to activated subscriptions or consumed Packs, in compliance with the statutory exceptions under Belgian and European law. For each digital content purchase, Famylio records: confirmation timestamp, consent checkbox state, and hashed user IP address as proof of consent per legal requirements.
3 Monthly subscriptions
No pro-rata refund: the subscription is billed monthly via Mollie Payments (regulated payment service provider) and provides access to all features for the current period. If cancelled mid-cycle, the User retains access until the end of the current billing period. No pro-rata refund will be issued for the remaining period.
Auto-renewal: subscriptions renew automatically at each billing anniversary. The User may cancel renewal at any time via their account through the self-service management interface (24/7 availability). Cancellation takes effect at the end of the current billing period. The last invoice issued remains accessible in the user account for a minimum of 12 months following its issue date.
Trial period: if a free trial is offered, no charge is made during that period. The User is notified before the first charge. If not cancelled before trial expiration, the first subscription is billed and this Policy applies in full.
4 Recipe packs and storage packs
Packs are non-recurring one-time purchases processed via Mollie Payments (regulated payment intermediary). They provide additional importable recipe quota or supplementary storage volume.
Price display and pre-contractual information: the unit price including VAT is clearly displayed before purchase, in compliance with Article VI.45 §1 of the Belgian Code of Economic Law, which imposes pre-contractual information obligation.
Final nature: once payment is confirmed, the quota or volume is immediately credited to the Family account. This instant activation renders the purchase non-refundable and non-exchangeable, in accordance with Article VI.53, 13° of the Belgian Code of Economic Law.
Explicit consent: before each Pack purchase, the User expressly confirms agreement through a validation prompt and acknowledges waiving the right of withdrawal for this immediately delivered digital content. This action is recorded with a timestamp to constitute proof of consent.
5 Fate of data upon cancellation
Upon subscription cancellation — whether initiated by the User or by MOLDEREZ-CONSULT — the following rules apply:
Imported recipes (packs): recipes imported via packs remain accessible in read-only mode for a grace period of 30 calendar days following the effective cancellation date. After this period, data is deleted in accordance with our Privacy Policy. During the grace period, the User may export recipes in PDF and JSON formats from their account.
Manual recipes: recipes created manually by the User follow the same retention regime (30-day grace period after cancellation).
Photo storage: uploaded photos are retained for 30 days. The User is encouraged to download them before expiration.
Unused quotas: unused recipe or storage quotas at the time of cancellation are forfeited. They do not give rise to any refund, credit or carryover.
Right to erasure: the User may exercise their right to erasure (right to be forgotten) independently, in accordance with Article 17 of the GDPR, by submitting a request to dpo@famylio.com.
6 Goodwill gesture
Although this Policy excludes refunds as a matter of principle, MOLDEREZ-CONSULT reserves the right to grant, on a purely discretionary and exceptional basis, a goodwill gesture in the following situations:
— Major technical malfunction attributable to the platform preventing the User from benefiting from the service for a significant duration;
— Manifest billing error (duplicate charge, incorrect amount);
— Exceptional circumstances assessed on a case-by-case basis by the support team.
Such gesture may take the form of a credit on the Famylio account (duration extension, additional quota) or, in duly justified exceptional cases, a partial refund of the last billed month. The cumulative amount of goodwill gestures granted shall in no case exceed the total of all amounts paid by the User in the preceding 12 months. Under no circumstances does such gesture constitute an acquired right or an enforceable precedent.
Any request must be sent to support@famylio.com within 15 calendar days of the invoked event, along with supporting documentation. The support team will provide a response within 15 business days of complete receipt of the request.
7 Payment disputes
In the event of an unauthorized charge or payment dispute, the User is invited to contact our support team at support@famylio.com before initiating a chargeback procedure with their bank.
Transactions are processed by Mollie Payments, a regulated payment service provider, in accordance with the PSD2 Directive (Directive (EU) 2015/2366 on Payment Services). Any claim concerning an unauthorized transaction must be substantiated with detailed supporting documents or explanations.
MOLDEREZ-CONSULT undertakes to process any claim within 10 business days. In the event of an unjustified chargeback, MOLDEREZ-CONSULT reserves the right to suspend the User's account and claim processing fees incurred from Mollie Payments.
8 Proof of consent
In accordance with Article VI.57 of the Belgian Code of Economic Law, Famylio records and retains proof of consent for each digital content purchase, including:
— Precise timestamp (date and time) of purchase confirmation ;
— State of consent checkbox (explicit acceptance) ;
— Hashed user IP address (to protect privacy) ;
— User-agent (browser and operating system).
This information is retained for a minimum of 3 years from the transaction date, in accordance with statutory retention periods. The User may request a copy of these proof elements at any time by contacting support@famylio.com, which will provide non-sensitive information within 10 business days.
9 Applicable law and mediation
This Policy is governed by Belgian law, in particular by Book XVI of the Belgian Code of Economic Law. In the event of a dispute relating to a refund or the interpretation of this Policy, the User may have recourse to the Consumer Mediation Service:
Center for Consumer Mediation
Boulevard du Roi Albert II 8, box 1
1000 Brussels, Belgium
Tel.: +32 2 702 52 00
https://mediationconsommateur.be
Users residing in the European Union may also submit a complaint via the European Online Dispute Resolution (ODR) platform: ec.europa.eu/consumers/odr.
Notwithstanding the choice of mediation, the mandatory consumer protection laws of the User's country of residence shall apply, in accordance with Regulation (EC) 593/2008 (Rome I), Article 6, which provides that consumer contracts cannot escape the mandatory provisions of the law of the State where the consumer is established.
Failing amicable resolution, the courts of the judicial district of Brussels shall have exclusive jurisdiction.
10 Policy amendments
MOLDEREZ-CONSULT reserves the right to amend this Policy at any time. Any material change will be communicated to the User by in-app notification or email at least 30 days before taking effect. A User who does not accept the amendment may cancel their subscription before the effective date without penalty.
Transactions completed prior to the effective date of an amendment remain subject to the version of the Policy in force at the time of their completion. A complete version history of this Policy is available upon request from support@famylio.com.
11 Severability
If any provision of this Policy is found to be invalid, illegal or unenforceable under Belgian law or European Union law, such provision shall be deleted or modified to the minimum extent necessary to make it enforceable. All other provisions remain in full force and effect.
The invalidity of any provision shall not affect the validity and enforceability of the other clauses of this Policy.
12 Contact
For any questions regarding this refund policy or to exercise your rights:
MOLDEREZ-CONSULT SRL
Square Valère-Gille, 13 box 5 — 1050 Ixelles, Belgium
Registration number (BCE): 0842.262.084
General email: support@famylio.com
Data Protection Officer (GDPR): dpo@famylio.com
Website: famylio.com