Refund Policy

Pursuant to Article L221-18 of the French Consumer Code, every consumer Client is in principle entitled to a 14-calendar-day right of withdrawal starting from the conclusion of the contract. This right may be exercised without justification and without incurring any costs beyond those provided for by law.

For digital services such as the Assessment, the 14-day period begins to run on the day following payment confirmation. Consequently, unless the Client expressly waives this right (see section II), Cittadinanza Desk may not begin performance of the service before the end of this 14-day period.

Because the Assessment is a digital service delivered within a maximum of 48 business hours — well before the end of the statutory 14-day withdrawal period — we offer the Client the option to expressly waive the right of withdrawal in order to benefit from prompt delivery. This option is contemplated by Article L221-28, 1° of the French Consumer Code.

At the time of order confirmation, the Client may check a dedicated box bearing the following statement: "I understand that this service will be performed within 48 business hours and I expressly waive my right of withdrawal pursuant to Article L221-28 of the French Consumer Code." This waiver is express, individual, and informed; the Client acknowledges that the right of withdrawal will be lost as soon as performance of the service begins.

Cittadinanza Desk offers its Clients a contractual satisfaction guarantee of 30 calendar days, beginning upon effective delivery of the Assessment. This guarantee is independent of the statutory right of withdrawal and is in addition to applicable statutory warranties.

The guarantee applies if the Client can demonstrate that the Assessment received does not conform to the contractually promised deliverables. The covered scenarios are detailed in the Terms and Conditions, section VII, and primarily relate to demonstrable technical shortcomings of the analysis (factual errors, serious omissions, lack of personalization).

See the precise scope of the guarantee in the Terms and Conditions

The guarantee does NOT apply where the dissatisfaction concerns the Assessment’s conclusion itself (for example, if the analysis concludes that the Client is not eligible), a change of mind on the Client’s part, or subsequent legislative developments. These scenarios are detailed in section VI below.

To request a refund — whether under the statutory right of withdrawal or the contractual satisfaction guarantee — the Client must send a request by email to billing@cittadinanzadesk.com.

The request must include the following elements:

• The order identifier (reference shown on the invoice).
• The email address used at the time of purchase.
• The reason for the request: exercise of the statutory right of withdrawal (in which case no justification is needed), or exercise of the satisfaction guarantee (in which case detailed reasoning must be provided).
• For a request under the satisfaction guarantee: precise identification of the disputed elements (chapter or page of the Assessment, errors or omissions identified).

We will acknowledge receipt of your request within 48 business hours. Processing a request under the satisfaction guarantee may take up to 7 calendar days, during which we may contact you for clarification.

Once a request has been accepted, the refund is processed within a maximum of 14 calendar days, in accordance with Article L221-24 of the French Consumer Code.

The refund is issued by the same payment method used for the initial purchase: a reverse transaction on the bank card via Stripe. No additional fees are charged to the Client.

If a refund via the original payment method is technically impossible (expired card, closed account, etc.), we will contact the Client to agree on an alternative method (SEPA bank transfer). Any currency difference or bank fees applied by the Client’s issuing bank remain the Client’s responsibility.

For the sake of transparency, the following cases are not covered by our refund policy, given the nature of the service delivered.

• If the Client has expressly waived the right of withdrawal AND the Assessment has already been delivered on contractual terms, refunds are subject to the satisfaction guarantee and its specific conditions.
• The Assessment’s conclusion is analytical in nature and does not guarantee any favorable or unfavorable outcome. A finding of ineligibility — or eligibility subject to difficult conditions — does not constitute a service defect and cannot give rise to a refund.
• A change of mind by the Client regarding the citizenship application, after delivery of the Assessment, does not constitute grounds for a refund.
• A change in Italian legislation or case law occurring after delivery of the Assessment does not constitute a service defect at the time of delivery.
• The Client’s subsequent inability to obtain the civil-status documents required for a formal application does not give rise to our liability; locating and obtaining those documents is a separate stage from the Assessment.
• Any unfavorable decisions issued by the Italian authorities or others (consulates, comune, courts) on the final application fall outside the scope of the Assessment.