Withdrawal and refunds
Current as of 8 October 2026. The French version prevails.
The Record plan is free. Search costs €3.89 per week per bike, including VAT. Weekly billing does not shorten your withdrawal period.
1. Your withdrawal period
You have 14 days from the initial conclusion of your Search contract to withdraw without giving a reason. The day the contract is concluded is not counted. If the period ends on a Saturday, Sunday or public or non-working holiday, it extends to the next working day.
An ordinary weekly renewal on the terms already disclosed does not restart this period. Statutory extensions and any fresh right required by law still apply, including where mandatory withdrawal information was not provided.
Retrace provides an ongoing search service. Starting the service, completing a first comparison or reaching the end of the first week does not, by itself, remove this right.
2. If the search starts immediately
Before paying, you can expressly request that the search starts before the 14 days end. This request is recorded separately from acceptance of the terms.
If you then withdraw, only the service actually provided up to the time you communicate your withdrawal may be charged, in proportion to the agreed price. Your refund is the total paid for that subscription minus this amount.
Example: after 10 full days of service, two weekly payments total €7.78. The service provided costs €3.89 × 10 / 7, or €5.56. The refund is €2.22.
This deduction requires both your express early-start request and information before ordering about the proportionate cost if you withdraw. If either is missing, you owe nothing for the service provided during that period (article L. 221-25 of the French consumer code).
3. How to withdraw
Use the online withdrawal function. You can also email contact@retrace.bike or send the model form in the terms. A clear statement of your decision is enough. Include your name and bike or subscription reference so we can identify the contract.
The online function lets you check your information and confirm withdrawal. An acknowledgement is sent by email with your statement and the date and time it was submitted. Sending the statement before the period expires is sufficient. Exercising the right does not depend on support approval.
We review payments and calculate refunds manually. Any refund due is made without undue delay and no later than 14 days after we receive your withdrawal, using the same payment method. Another method requires your express agreement and must not involve any fee. The acknowledgement does not mean that an instant refund has already been issued.
4. Stopping the search outside withdrawal
You can cancel at any time from the subscription page or by email. Using the account control stops searching and alerts immediately and requests subscription cancellation. Your account shows whether cancellation is confirmed or still pending. Your bike record and photos remain available.
Ordinary cancellation, finding your bike, a week without alerts or deleting your account do not, by themselves, entitle you to a refund of the current week. A lack of results does not guarantee a refund. Your withdrawal rights and statutory guarantees still apply.
5. Errors and statutory guarantees
- Duplicate charges and billing errors are corrected, and amounts wrongly charged are refunded.
- If the service does not conform, the statutory guarantee may entitle you to have it brought into conformity, a price reduction or termination with a refund, subject to the legal conditions. It does not mean an automatic full refund in every case.
- If Retrace ends the service through no fault of yours, the part of the subscription not provided is refunded.
The free Record plan involves no payment to refund.
6. Questions
Email contact@retrace.bike. Complaints and mediation are described in articles 16 and 22 of the terms.
Article 11 of the terms sets out this policy without limiting your statutory rights.