Consumer Mediation

This is an English translation provided for convenience. The French version available at /mediation is the legally binding version.

1. Your right to mediation

Per Articles L. 611-1 and following of the French Consumer Code, any consumer is entitled, free of charge, to refer a dispute concerning the performance of a contract with a professional to a consumer mediator listed by the Commission for the Evaluation and Control of Consumer Mediation (CECMC).

Mon Meilleur Déménageur fully adheres to this right and has designated a referenced consumer mediator competent to handle disputes between Mon Meilleur Déménageur (or one of its Partners) and a consumer Customer.

2. Prior conditions before referral

Before referring the matter, the Customer must have:

1. Submitted a written complaint to Mon Meilleur Déménageur customer support (contact@monmeilleurdemenageur.fr) or to the Partner, by any means providing proof of receipt;
2. Waited for a response of no more than 60 days, or noted the absence of a satisfactory response;
3. Referred the matter to the mediator within 1 year from the initial complaint.

A complaint without these steps is inadmissible per Article R. 612-2 of the French Consumer Code.

3. Designated mediator

Note: the contact details below will be completed upon agreement signature with the referenced mediator, before public launch. This page will be updated accordingly.

• Name: [to be completed — referenced CECMC mediator]
• Postal address: [to be completed]
• Mediation request website: [to be completed]
• Email: [to be completed]

The full list of consumer mediators referenced in France: https://www.economie.gouv.fr/mediation-conso.

4. Procedure and cost

The mediation procedure is free for the consumer. Each party may be assisted by a lawyer at its own expense. The mediator is independent and impartial. They examine the case based on documents communicated by both parties and propose an amicable solution within 90 days (renewable in complex cases).

The mediator's proposal is non-binding: each party remains free to accept or refuse it. If refused or if the procedure fails, the Customer retains the right to refer the matter to the competent French courts.

5. Cross-border disputes within the European Union

The European Commission's online dispute resolution (ODR) platform, formerly available at ec.europa.eu/consumers/odr, was discontinued by Regulation (EU) 2024/3228 with effect from 20 July 2025 and can no longer be used.

For a cross-border dispute within the European Union, you may seek free assistance from the European Consumer Centre France (europe-consommateurs.eu).

6. Limits of mediation

Mediation does not cover:

• B2B disputes;
• Disputes already subject to a court decision;
• Obviously unfounded or abusive claims;
• Claims relating to public health or safety.

7. Contact Mon Meilleur Déménageur before mediation

We strongly encourage Customers to contact us first:

Customer support: contact@monmeilleurdemenageur.fr Response time: under 72 business hours.

In the vast majority of cases, the dispute is resolved without needing the mediator.

Last updated: 4 June 2026.