Handling complaints and disputes

WE DO GOOD, a simplified joint stock company registered in the Nantes Trade Register, certified by the Competitiveness Cluster Finance Innovation, is also a signatory to the Code de déontologie of the association France Fintech of which she is a member. In this context, we are committed to ensuring that user complaints are handled in a simple, clear, and timely manner, within a maximum of two months following the complaint.

Excerpt from Terms and Conditions of Use for the WEDOGOOD.co Website, article 12

12.4. – Complaints and dispute management

In the event of any difficulty or dispute between the parties regarding the interpretation, performance, or termination of the Terms and Conditions, the parties shall endeavor to resolve it to the best of their ability and agree to seek an amicable solution in the spirit of the Terms and Conditions.

Any Member of the site may submit a complaint regarding the use of the site via the “complaints and disputes” page accessible at the following URL : www.wedogood.co/ressources/contact-us

In the event of a dispute, the Member may submit a written complaint to WE DO GOOD Customer Service by email: bonjour@wedogood.co or by mail addressed to the registered office of WE DO GOOD indicated in the legal notice at the beginning of this document.

If the Member is not satisfied with the response provided by WE DO GOOD Customer Service, or if no response is received within two months, they may refer the matter to the consumer ombudsman chosen by the France Fintech association, of which WE DO GOOD is a member, and who is listed on the following page: www.wedogood.co/ressources/contact-us

The solution proposed by the Mediator is not binding on the parties, who remain free to withdraw from the mediation process at any time.

If no amicable solution can be reached, the most diligent party shall refer the matter to the competent courts.

Consumer mediation applies only to Subscribers who are natural persons and is limited to relations between Subscribers and WE DO GOOD, excluding relations between Subscribers and Project Promoters or between Subscribers and the Payment Service Provider.

Name and contact details of the mediator

The consumer ombudsman chosen by the France Fintech association, of which WE DO GOOD is a member, is:

MCP Médiation

► On the mediation website: www.mcpmediation.org (tab dedicated to consumers) ;

► By mail : MCP Médiation, 12 square Desnouettes, 75015 PARIS.

As of March 18, 2022, WE DO GOOD is in the process of joining this mediator, whose framework agreement with France Fintech was signed on February 18, 2022.

Deadlines

WE DO GOOD will acknowledge receipt of the complaint within a maximum of ten (10) business days of receiving it.

A response to the complaint will be sent within a maximum of thirty (30) business days of receipt, except in duly justified special circumstances.

Payment service provider Lemon Way

For any complaints related to payment transactions via our payment service provider, you can send your complaint to Lemon Way at the following address: https://support.lemonway.com/hc/fr/requests/new

If you are unable to reach an amicable agreement with Lemon Way’s customer service department, you may contact an independent mediator who can be consulted free of charge in the event of a dispute, without prejudice to other legal remedies, by writing to the following address:

Le Médiateur de l’AFEPAME – 36 rue de Taitbout – 75009 Paris