Consumer mediation

1. Prior complaint to LESSUNS

In the event of a difficulty or dispute relating to the use of LESSUNS, the consumer User is invited to first contact VAO Agency in order to seek an amicable solution.

Complaints may be addressed to: VAO Agency, LESSUNS, 229 rue Saint-Honoré, 75001 Paris, France. Email: eric@lessuns.app.

The User is invited to specify the subject of their request, their identity, the email address associated with their LESSUNS account, the transaction concerned where applicable, as well as any element useful for handling their complaint.

2. Recourse to the consumer mediator

In accordance with articles L.612-1 et seq. of the French Consumer Code, the consumer User may make free use of a consumer mediator with a view to the amicable resolution of a dispute with VAO Agency, provided that they have first sent a written complaint to VAO Agency and have not obtained a satisfactory response.

The consumer mediator designated by VAO Agency is: CM2C — Centre de la Médiation de la Consommation de Conciliateurs de Justice, 49 rue de Ponthieu, 75008 Paris, France. Website: https://www.cm2c.net. Online dispute declaration: https://www.cm2c.net/declarer-un-litige.php

Referral to the mediator is free of charge for the consumer.

3. Conditions of admissibility of the mediation request

The consumer may refer the matter to the mediator only after having attempted to resolve the dispute directly with VAO Agency through a written complaint.

The mediation request may in particular be declared inadmissible if:

• the consumer does not demonstrate that they have first attempted to resolve the dispute directly with VAO Agency through a written complaint;
• the request is manifestly unfounded or abusive;
• the dispute has already been examined or is being examined by another mediator or by a court;
• the written complaint to VAO Agency is more than one year old;
• the dispute does not fall within the scope of consumer mediation.

4. Disputes concerned

Consumer mediation concerns disputes between VAO Agency and a consumer User.

Within the framework of the LESSUNS marketplace model, some content is offered by independent Teachers. Where a dispute directly concerns the content, the service, the behaviour or the obligations of a selling Teacher, LESSUNS may direct the User towards the Teacher concerned or towards the applicable mechanism, without prejudice to the possibility for VAO Agency to handle requests falling within its own responsibility as operator of the platform.

5. European online dispute resolution platform

For disputes relating to an online order, the consumer User may also consult the European online dispute resolution platform made available by the European Commission: https://ec.europa.eu/consumers/odr