Refund Policy

How and when SuperMe issues full or partial refunds for sessions and session packs.

ℹ See also — This policy should be read together with the Terms of Service Art. 7 (right of withdrawal) and Art. 8 (cancellation).

1. Purpose and Scope

This Refund Policy (the "Policy") sets out the conditions under which MyEntourage Sàrl, operating the SuperMe platform (www.mysuperme.com), may issue a full or partial refund for a session or session pack, at a User's request.

It applies to all registered Users of the SuperMe platform, within the limits provided by Swiss law and, for Users residing in the European Union, by Directive 2011/83/EU on consumer rights.

2. Summary Table — Refunds

3. Refund Eligibility

3.1 Situations entitling Users to a refund

Cancellation by the User (≥ 24 hours before session). A User who cancels their booking at least 24 hours before the scheduled session time is entitled to a full refund of the amount paid, or to a credit on their SuperMe account, at their choice.

Platform technical failure. If access to a session is impossible due to a technical failure of the SuperMe Platform (and not due to the User's own equipment or Internet connection), the User is entitled to a full refund or free rescheduling of their session.

Expert cancellation (< 24 hours before session). If an Expert cancels a booked session less than 24 hours before the scheduled time, the User is entitled to a full refund or an account credit, according to their preference.

Right of withdrawal (EU consumers — ToS Art. 7). In accordance with EU Directive 2011/83/EU, any User residing in the European Union has a right of withdrawal of 14 calendar days from the date of purchase, without giving any reason, provided no session has yet started.

ℹ Waiver of right of withdrawal (EU) — If the User expressly requests that their session begins before the 14-day period expires, they waive their right of withdrawal for the portion of service already performed. This waiver is expressly agreed at the time of booking confirmation.

Duplicate payment. If the User has been charged twice for the same session, the excess amount is refunded in full within 5 working days.

3.2 Situations not entitling Users to a refund

⚠ Non-refundable situations — The following situations do not give rise to a refund: cancellation by the User less than 24 hours before the session; User no-show (absence without prior cancellation); completed sessions (regardless of personal satisfaction); dissatisfaction with results (Experts have a best efforts obligation, not an obligation of result); technical issue attributable to the User's own equipment or Internet connection; non-compliance with platform eligibility conditions (e.g. minors, crisis situations).

4. Refund Request Procedure

4.1 How to submit a request

All refund requests must be submitted to MyEntourage Sàrl within the applicable deadline (see Art. 4.2). Users may contact us via:

Email: support@mysuperme.com — subject: 'Refund Request'

Support form: app.mysuperme.com/support

The request must include:

4.2 Deadlines for submitting a request

4.3 Processing your request

Acknowledgement of receipt: MyEntourage Sàrl will acknowledge receipt of all requests within 2 working days.

Eligibility review: Our team examines the request and verifies the applicable conditions (Platform logs, payment history, communications).

Decision: A response is sent to the User within 5 working days.

Refund processing: If the request is approved, the refund is processed within 14 calendar days of approval, via the original payment method.

ℹ Refund method — Refunds are issued exclusively via the original payment method (credit card, PayPal, etc.). No cash refunds will be made.

5. SuperMe Account Credits

In certain situations (notably cancellation ≥ 24h in advance or Expert cancellation), Users may opt for an account credit rather than a refund.

6. Exceptional Cases

MyEntourage Sàrl reserves the right to assess, on a case-by-case basis, any refund request not falling within the categories above — particularly in cases of particularly serious or unforeseeable circumstances (documented sudden illness, bereavement of an immediate family member, natural disaster).

In such situations, SuperMe may, at its sole discretion, grant a partial or full refund, or issue a credit on the User's account. SuperMe's decision is final.

7. Governing Law and Recourse

Governing law. This Policy is governed by substantive Swiss law.

EU consumers. For Users residing in the European Union, mandatory consumer protection provisions of their country of residence remain applicable, particularly those relating to the right of withdrawal (Directive 2011/83/EU) and statutory guarantees.

Complaints. In case of dispute, Users are invited to contact support@mysuperme.com. In the absence of an amicable resolution within 30 days, any dispute will be submitted to the competent courts at the registered office of MyEntourage Sàrl, in Lausanne (Vaud), Switzerland.

EU dispute resolution platform. EU consumers may also use the EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr.

8. Amendments to this Policy

MyEntourage Sàrl reserves the right to amend this Policy at any time. In the event of a material change, Users will be notified by email at least 30 days before the new provisions take effect.

The version in force is the one published at www.mysuperme.com/refund at the time of consultation.

Last updated: June 2026

Version: 1.0