Consumer Mediation

In accordance with article L612-1 of the French Consumer Code, Alto has designated a consumer mediator with whom you may submit any dispute that could not be resolved amicably within a reasonable timeframe.

Designated Mediator

Organisation: SMP — Société de Médiation Professionnelle
Website: www.mediateur-consommation-smp.fr

How to Contact the Mediator

  1. You must first send a written complaint to Alto by email at contact@altowork.shop and await a response within a reasonable timeframe (maximum 60 days).
  2. If no satisfactory response is received, you may contact the mediator online via their website.
  3. Mediation is free of charge for the consumer.

European Online Dispute Resolution Platform

In accordance with Regulation (EU) No 524/2013, the European Commission has set up an online dispute resolution (ODR) platform accessible at: https://ec.europa.eu/consumers/odr

Eligibility Conditions

Mediation is available for disputes between a consumer (a natural person acting for non-professional purposes) and Alto, arising from the performance of a sales or service contract. It is not available if:

  • The consumer has not first attempted to resolve the dispute directly with Alto;
  • The request is manifestly unfounded or vexatious;
  • The dispute has already been examined by another mediator or a court;
  • The request was submitted more than one year after the written complaint to Alto.

Last updated: March 2026