Cancellation and refunds
Cancellation stops subscription renewal. It takes effect at the end of the paid period, with access continuing until then. Cancellation alone does not trigger a pro-rata refund. Schedule it in your profile or request help through contact.
Outside statutory entitlements or an expressly granted goodwill refund, OnLevelUp does not offer change-of-mind refunds after course access. This commercial rule does not remove applicable withdrawal rights, statutory guarantees or remedies for incorrect billing or a service not supplied.
Right of withdrawal
For a distance purchase governed by French consumer law, the withdrawal period is generally 14 days from conclusion of the service or digital content contract. You can notify your decision without giving a reason. Any more protective mandatory rules applicable to your situation remain unaffected.
The exception for immediately supplied digital content applies only when its conditions are met, including prior express consent, acknowledgement of the loss of the right and the required durable confirmation. A checkbox or simply viewing a course therefore does not justify systematically refusing requests. Services may be subject to different rules. See Article L221-28 of the French Consumer Code (opens in a new tab).
Send a request
Email contact@onlevelup.com, use the contact form, or write to OnLevelUp, for the attention of Mustapha Nakous, 11 avenue du 11 novembre 1918, 94400, France. Include your name, account email, order date and reference, and whether the request concerns withdrawal, a payment error or a service problem. Do not send a full card number.
You may use this statement:
To OnLevelUp, for the attention of Mustapha Nakous, contact@onlevelup.com, 11 avenue du 11 novembre 1918, 94400, France. I notify you of my withdrawal from the contract for the following service or content: … Ordered on: … Order reference: … Consumer name: … Consumer address: … Date: … Signature only for a paper submission.
For a valid withdrawal, reimbursement is made within the statutory period, generally no later than 14 days after receipt of the decision, using the same payment method unless you expressly agree to another method without fees. Corresponding access may end when the contract ends. Service Public information about withdrawal (opens in a new tab).
Duplicate charges, missing access or nonconforming content
Report duplicate charges, unrecognised purchases or missing access as soon as possible so we can investigate. A statutory guarantee claim is separate from a simple change of mind.
The statutory conformity guarantee for digital content and services applies under the French Consumer Code: for a one-off supply, it covers relevant defects existing at supply and appearing within two years; for continuous supply, it covers the contracted supply period. See Article L224-25-12 (opens in a new tab). Rights to conformity remedies, price reduction or termination apply under the statutory conditions.
The general conditions identify the publication director and explain the other offer terms. Last updated: 13 October 2026.