Sales and Refunds – ImmerTwin™

1) Who you are buying from

The website is operated by ImmerTwin SARL, 144 Route Des Avaloirs, 61140 Juvigny-Val-d’Andaine, France.

The supplier responsible for your order is the legal entity identified in your Client Agreement and invoice. Where an order is supplied by A Gibson Consulting Ltd in the United Kingdom, that entity’s details will be stated in your order documents. Please contact us if the supplier is unclear before accepting a quote.

2) Quotes, prices and orders

Website prices, package examples and online estimates are indicative unless expressly offered as a fixed-price purchase. Your quote confirms the services, deliverables, currency, applicable taxes, any travel or third-party charges, and the period for which the quote remains valid.

Before you commit, we will confirm the total price or, where it cannot reasonably be calculated in advance, how it will be calculated. An enquiry or estimate request does not by itself place an order.

Your order is confirmed when the Client Agreement has been accepted and we have confirmed the booking in writing, subject to any agreed advance payment. Additional work or changes to scope must be agreed in writing, including their effect on price and timing.

3) Payments and advance payments

Standard payment terms: unless your Client Agreement states otherwise, 50% of the project price is payable on booking as an advance payment and the remaining 50% on delivery. Invoices are payable within 14 calendar days of issue. The booking advance is an agreed part-payment towards the contract price (an acompte for French orders).

Any advance payment, instalments, balance, payment method and due dates are set out in your Client Agreement or invoice. Please use your invoice or project reference when making a payment.

An advance payment is credited against the project price. It is not automatically non-refundable: any amount retained following cancellation must be supported by the agreed terms and applicable law. For French consumer orders, the order documents should specify whether an advance is an acompte or arrhes; mandatory rules apply where this is not specified.

If a payment is overdue, we will contact you to resolve it. Any suspension, late-payment charge or change to a booking must follow the Client Agreement and applicable law.

4) Site visits, access and rescheduling

Please arrange the permissions, safe access, site readiness and client materials identified in the project scope. Tell us promptly about access restrictions, changes to the site, or anything that may affect a planned visit.

If you need to move a booking, email contact@immertwin.com as soon as possible. We will confirm available alternatives and any applicable charge before a revised booking is agreed. Charges for a cancelled visit, failed access or additional travel must follow terms disclosed and accepted when you booked, subject to applicable law.

If weather, safety conditions or another practical issue prevents capture, we will explain the situation and discuss rescheduling or another suitable solution. Your rights where we cannot supply the agreed service remain unaffected.

5) Delivery, review and changes

Your Client Agreement describes what will be delivered, the expected timetable, any dependencies and the review or revision process. Hosting, ongoing updates, source files, raw capture data and exports are included only where specified.

Please tell us promptly if a deliverable does not match the agreed scope or contains a technical issue, with the project reference and enough detail for us to investigate. A request for new features or a change to the approved brief may require a separate quote. Correcting a failure to meet the agreement is different from ordering additional work.

A review deadline or approval does not remove any mandatory rights relating to defective services or digital content.

6) Cancelling a project

Standard cancellation terms: unless your Client Agreement states otherwise, you may cancel before work starts for a full refund, less any unavoidable third-party costs specifically agreed with you in advance and lawfully chargeable. Once work has started, charges are limited to the proportion of the agreed work completed and unavoidable agreed costs, with no double counting. Any remaining advance payment is refunded. No separate cancellation penalty applies. These terms do not override statutory withdrawal or refund rights.

To cancel, send a clear written request to contact@immertwin.com, identifying your project or order. We will confirm the cancellation and explain any balance due or refund.

Outside an applicable statutory withdrawal right, cancellation is governed by your Client Agreement and applicable law. Any charge for work already completed or unavoidable project costs must have a valid contractual and legal basis. We will explain the calculation, taking account of costs saved and amounts already paid. This policy does not impose a blanket cancellation fee or forfeiture of all advance payments.

If we cancel or cannot deliver the agreed services, we will explain the available options and refund amounts due for services not supplied. You do not have to accept an alternative where the law entitles you to end the contract. Other legal remedies remain available.

7) Consumer withdrawal rights

If you are a consumer buying services or digital content at a distance or away from business premises, you will generally have 14 days from the day after the contract is concluded to withdraw without giving a reason, subject to the rules and exceptions applicable to your order. Longer periods may apply where required information was not provided.

If you expressly request that services start during this period, you may have to pay a proportionate amount for services supplied before withdrawal, where the legal conditions are met. Starting work alone does not remove the right. It may end once a service is fully performed only where the required prior consent and acknowledgement have been obtained.

For digital content supplied without a physical medium, the right may end when supply starts only if the legal requirements are satisfied, including your prior express consent, acknowledgement of the loss of the right, and required contract confirmation. A bespoke project or digital delivery is not, by itself, a blanket exemption.

To withdraw, send a clear statement to contact@immertwin.com or to the supplier’s postal address in your order documents before the deadline. You may use the optional model below. No reason is required. These consumer rules do not generally apply to business purchases, although some professional customers may have equivalent protection under applicable law.

8) Hosting, subscriptions and renewals

Standard hosting terms: unless your Client Agreement states otherwise, hosting after any included period is supplied monthly, billed in advance, and continues only with your agreement to the recurring service and price. You may cancel at any time before the next monthly renewal by email. Cancellation takes effect at the end of the current paid period. There is no standard minimum term beyond that period. Unused days are not normally refunded for a change of mind, except where required by law or where we fail to supply the agreed service.

Your Client Agreement specifies any included hosting period, recurring charges, minimum term, renewal arrangements and cancellation process. Do not assume that a one-off production fee includes indefinite hosting, maintenance or updates.

To request cancellation or discuss renewal, contact contact@immertwin.com. Any notice period, renewal charge or refund of unused prepaid service must follow the terms disclosed before purchase and applicable law. Statutory cancellation methods and rights remain available.

When hosting ends, tours, links or embedded experiences may stop working. Any transfer, export, retention or deletion arrangements depend on the agreed service and applicable data-protection requirements. Ask us about available export options before the hosting period ends.

9) Problems with an order and refunds

Standard refund timing: for a refund due under these standard cancellation terms, we will issue it within 14 calendar days of receiving your cancellation. Any shorter statutory deadline takes priority.

If a service or digital deliverable is missing, faulty or does not match the agreement, contact us so we can investigate. Depending on the issue and your legal rights, remedies may include correction, repeat performance, a price reduction or termination and a refund. A change-of-mind restriction does not exclude rights relating to faulty or non-conforming work.

For a valid statutory withdrawal from a service or digital-content contract, we will reimburse payments due without undue delay and no later than 14 days after being informed of your decision, subject only to deductions permitted by law. We will use the original payment method unless you expressly agree otherwise, without charging a refund fee.

For other refunds, we will confirm the amount, basis and timing in writing, subject to any statutory deadline. Your bank or payment provider may take additional time to display the credit. Store credit will not replace a refund you are legally entitled to unless you agree.

Please include your name, order or invoice reference, and a description of the problem. These details help us locate the order; they are not a condition for exercising a valid statutory withdrawal. Do not send full card details or passwords.

10) Optional withdrawal form

Complete and send this wording only if you wish to withdraw from a contract. You can also use any other clear statement.

To: the supplier named in my Client Agreement (postal address as stated there), email: contact@immertwin.com.

I/We hereby give notice that I/we withdraw from my/our contract for the supply of the following service or digital content:

Service / order reference:
Ordered on:
Name of consumer(s):
Address of consumer(s):
Date:
Signature of consumer(s) (only if sent on paper):

11) Questions, complaints and policy updates

For a sales question, cancellation, refund request or complaint, email contact@immertwin.com. We will review the information and explain the next steps. Where applicable, the supplier will provide details of the consumer mediation or alternative dispute-resolution scheme available for your order. Your right to seek a remedy through the competent courts is unaffected.

Personal information provided with a request is handled under our Privacy Policy. This page may be updated; a later version does not retrospectively change an existing order’s agreed terms without a lawful basis.