Emmanuel,
You are not answered the relevant point. Your customers bought a contract starting in September, all 100%. You are by your own admission only delivering 30% now, 15% a few days before that and nothing at all in September. They are entitled by law to a refund if they request one.
it's that !
thanks to you to resume my situation
for the other people here, please don't troll this topic
Trankil,
I understand you are in France and not familiar with UK legal procedures. MerchantMiner gave very good advice here.
1) You have to official request a refund stating your reasons why, offer them 48 hours to rectify this situation that meets your satisfaction.
2) Refuse the reply based on the fact they wont be able to reach your satisfaction because they cant!!.
3) Give them 7 days for a FULL refund (UK LAW)
4) If no refund is received then go straight to court proceedings via
https://www.moneyclaim.gov.uk/web/mcol/welcome 5) Fill in the details
6) They will then hear from a UK Court asking them for there response to this matter and how they would like to proceed , Defended or Settle
Also claim more then the total you spent , Your Time & Costs + Loss of earnings from your Investment , you will have to calculate this
I'm not a legal professional, but I know enough about my rights not to except the brush off answers CH is giving. I would follow the steps above immediately if I were you. The longer you accept the excuses the more CH can argue that you just want a refund as the returns were not good. The real relevant fact is simply that they did not supply what they contracted to.
