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Heartkemy Agency booking terms

Seller and scope

Your service provider is Rafael Horvat EI, trading as Heartkemy, SIRET 99240617300011.

Contact: [email protected]. Telephone: +33 6 33 02 15 66.

Correspondence: Rafael Horvat, Chez Cazalavera, 16 rue des Marchands, 09000 Foix, France.

These terms cover consultations and introductions booked through the Agency booking service, including owner-approved reduced and free consultations. Separately commissioned projects, mentoring and ongoing support are agreed and priced separately. A consultation is not a prerequisite for commissioning other work.

What is included

A consultation lasts 90 minutes and focuses on your creative or technical questions. Near the end of the call, we agree which follow-up questions the report will address. A written report with key advice, next steps and researched answers to our agreed questions is delivered within 72 hours of the session.

The session can take place in English, French or German. It is normally a video call. An in-person session is possible only by separate agreement and geographical availability.

A free introduction lasts 15 minutes. It helps us discuss what you need; it is not the 90-minute consultation or a promise to complete a project during that introduction.

Prices and payment

The standard consultation costs €270 in total. No additional Heartkemy charge is added at checkout. VAT is not charged under the seller's established exemption. For transactions covered by the French VAT franchise, the invoice states “TVA non applicable, art. 293 B du code général des impôts”. Where a cross-border transaction requires different invoice wording, the legally applicable wording is used without adding a charge to the agreed session total.

For an approved reduced-price or free consultation, the invitation shows the actual amount and its expiry. Submitting an application does not guarantee an invitation or reserve a time. Your payment is an advance payment of the agreed service price, not a forfeitable deposit (arrhes). The cancellation and statutory withdrawal rules below apply.

Paid online bookings use Stripe Checkout. The available payment methods and the total appear before payment. Your own bank may charge for currency conversion; that is not a Heartkemy fee. After a paid booking, Rafael prepares and sends the sequentially numbered invoice manually through Indy. Stripe's payment receipt is a separate document and is not the seller's invoice.

Booking and confirmation

Choose a time in the displayed timezone, check your contact details, review the service and total, and accept the applicable booking terms before placing the order. Keep your booking or order confirmation. For a paid booking, we also email you a copy of the agreed terms.

An available slot is not reserved merely because it appears on the page. A paid appointment is confirmed only after payment has been verified and the calendar has accepted the appointment. A free appointment requires calendar acceptance without a payment step.

If payment succeeds but the calendar has not accepted the appointment, the status page will explain that the appointment is not yet confirmed. Do not pay again. Contact me so I can reconcile the existing payment and arrange an agreed alternative or return the payment if the appointment cannot be provided.

For a paid booking, Heartkemy Agency sends one confirmation email with your appointment and meeting details, private return link and a text-file attachment containing the exact booking terms you accepted. For a free booking, Cal sends the scheduling confirmation and meeting link. Cal may send later scheduling updates for either type of booking. Any Stripe payment documentation is separate.

Cancelling or moving a session

Contact [email protected], or use the relevant booking link where offered. Notice is measured from receipt of the request to the appointment's scheduled start.

  • You cancel at least 24 hours before the start: Full refund of what you paid
  • You request a date/time change at least 12 hours before the start: Up to two changes, without an added fee, subject to availability. For a later request, we may agree another time; otherwise, the cancellation rules apply if you cancel the original appointment. Merely asking to move a session does not trigger a charge.
  • You cancel less than 24 hours before the start: A €90 cancellation charge applies to a standard €270 consultation, and the remaining €180 is refunded. The charge is applied once per cancelled appointment, subject to the statutory protections below.
  • You prefer a replacement appointment to a refund: With your express agreement, the amount due back can be kept as credit towards another consultation. Book within 90 days; I extend this when my availability prevents its use. You may request the unused credit back instead. A credit is never imposed in place of a refund that is due.
  • You do not attend: After waiting 15 minutes, I may treat the session as missed. The same €90 charge applies to a standard €270 consultation, and €180 is refunded; there is no additional no-show fee. Not attending is not, by itself, a declaration of statutory withdrawal.
  • You arrive late: We agree what is practical in the circumstances; an automatic extension is not promised
  • I cancel or cannot provide the session: You choose a new date or a full refund. If I cancel less than 24 hours before the start or do not attend, I also pay you €90 compensation for a standard consultation, subject to the statutory protections below. The compensation remains due if you choose a replacement date. If you choose a refund, you receive the full €270 plus €90 compensation, a total of €360.

For a reduced-price consultation, both the cancellation charge and the matching compensation if I cancel are reduced in proportion to the price actually paid: one third of that price, capped at €90. Any refund concerns the amount actually paid. Free consultations and introductions have no cancellation charge, fixed cancellation compensation or payment to refund. The same date-change rules apply; mandatory legal rights remain unaffected. For both the charge and compensation, the one-third amount is rounded down to the nearest cent.

These are commercial arrangements, not a restriction on statutory withdrawal rights or other mandatory remedies. The fixed charge concerns the reserved time, not an undelivered report. No fixed cancellation charge or compensation applies where non-performance is excused by force majeure under applicable law. I may waive or reduce your cancellation charge. Your right to claim legally required compensation or challenge an excessive charge remains unaffected. You may demonstrate that your cancellation or non-attendance caused no loss, or that the loss was substantially lower than the fixed charge. In that case, the charge will be waived or reduced accordingly.

Refund handling

I reply to cancellation or refund requests within 3 working days and initiate an approved refund within 3 calendar days of approval. Working days exclude weekends and French public holidays. A statutory refund deadline takes priority and is not postponed by internal review or approval. I initiate any separate cancellation compensation within 3 calendar days after my late cancellation or missed appointment. If I need payment details from you for that separate payment, I request them within the same period and initiate payment within 3 calendar days of receiving them. This does not postpone any mandatory deadline.

The payment provider or bank may need additional processing time before the refund appears. Cancellation and refund are separate actions: a cancelled calendar event alone is not proof of a refund, and a refund alone is not proof that the appointment was cancelled.

Consumer withdrawal notice

When you book as a consumer under the applicable distance-contract rules, you have 14 days to withdraw from the service contract without giving a reason. The period runs from conclusion of the contract, not from the appointment date. The day of conclusion is not counted; the statutory rules for the final day apply, including extension where it falls on a Saturday, Sunday or public holiday/non-working day.

Send a clear statement of your decision to [email protected] or to the postal address under “Seller and scope”. You can use the form below, but do not have to. Sending your notice before the deadline is sufficient.

For an online contract, you can also use “Withdraw from a booking”, accessible from the Agency booking pages and their footer. The function is free. After submission you receive an acknowledgement that records the declaration and the time it was submitted. You can still withdraw by another permitted route; a broken or expired booking link does not remove that right.

Following a valid withdrawal, sums due back are reimbursed without undue delay and no later than 14 days after I am informed of your decision. The original payment method is used unless you expressly agree to another method without a fee to you.

Appointments within those 14 days: you can expressly request that the service starts sooner. If you then withdraw after performance has begun, only an appropriately proportionate amount for what has actually been provided can be payable, and only when the required request and information were supplied. Without those requirements, I do not charge for performance during that withdrawal period.

For a paid service, withdrawal rights can end before the 14 days expire only after the service has been fully performed with the required prior express agreement and acknowledgement. For this offer, full performance includes delivering the report—not just finishing the call. Selecting an appointment date alone does not waive your rights.

If legally required withdrawal information was not supplied, a longer statutory withdrawal period may apply. Nothing in the ordinary cancellation rules overrides these provisions. The 14-day withdrawal period runs from conclusion of the contract; the 24-hour cancellation deadline is measured before the appointment. A cancellation charge is not applied where a valid statutory withdrawal excludes it.

Withdrawal form

Complete and send this only when you wish to withdraw. An email containing the same clear decision is also acceptable.

To: Rafael Horvat EI / Heartkemy
Email: [email protected]
Postal address: Chez Cazalavera, 16 rue des Marchands, 09000 Foix, France

I am withdrawing from my contract for the following service:

Service and booking reference, if available:
Date of the order/contract:
Consumer name:
Consumer address:
Date of this notice:

Signature (only for a paper submission):

Complaints and consumer mediation

First write to [email protected] with the issue and the relevant booking details so I can try to resolve it with you.

If a consumer complaint is not resolved after a prior written complaint to me, you may request consumer mediation through Société Médiation Professionnelle (SMP), subject to its admissibility rules. The procedure is free for the consumer. Its correspondence address is Alteritae, 5 rue Salvaing, 12000 Rodez, France; email [email protected]; website https://www.mediateur-consommation-smp.fr/.

Mediation does not remove your right to bring proceedings before a competent court. These terms do not deprive you of mandatory consumer protections that apply to your situation or impose exclusive French court jurisdiction on every overseas consumer.

Data and changes to these terms

The separate privacy notice explains how information is used for bookings and related services. Accepting these terms is not blanket consent to optional processing.

The version accepted for your booking remains the reference for that booking. A later website edit does not silently replace it. Mandatory legal protections continue to apply.

Website publisher and hosting information

Publisher and publication director: Rafael Horvat EI, using the seller identity and address under “Seller and scope”.

Website host: Contabo GmbH, Welfenstraße 22, 81541 Munich, Germany. Telephone: +49 89 3564717 70. Website: https://contabo.com/.

Self-hosted calendar/notes infrastructure: Contabo GmbH, Welfenstraße 22, 81541 Munich, Germany. The supplied VPS agreement identifies Contabo France SAS in Lauterbourg as data-centre operator.