Last updated on 2 October 2026. French law applies. A French version of this page is available at legal-fr; both versions have the same content, and the French version prevails if they ever differ.
Information required by article 6 III of the French law of 21 June 2004 on confidence in the digital economy (LCEN).
This site, healwithquetzal.com, and the video library at watch.healwithquetzal.com are published by Quetzal Charrier, sole trader (entrepreneur individuel, micro-entreprise) registered in France, trading under the name Coach Que.
This site and the video library are hosted by Cloudflare, Inc., 101 Townsend Street, San Francisco, CA 94107, United States. Telephone: +1 650 319 8930. cloudflare.com
Coaching is not a regulated healthcare profession in France. Quetzal Charrier is a trauma-informed coach. She is not a doctor, a psychologist or a psychotherapist, and she does not use those titles. Sessions are coaching support. They are not medical or psychological treatment, they are not psychotherapy, they do not replace care from a health professional, and they are not an emergency service. No result is promised.
Texts, photographs, videos, audio tracks and the visual identity on this site and on watch.healwithquetzal.com belong to Quetzal Charrier, or are used with the permission of their authors, and may not be reproduced, shared or reused without written permission. Fonts and open-source libraries used by the site are served from this site itself, under their own licences (SIL Open Font License, MIT).
I keep as little as possible, and I never sell or share your data for advertising. This policy explains, for each thing you can do on the site, what is collected, why, who handles it and for how long. The controller is Quetzal Charrier, reachable at coachquetzalcharrier@gmail.com.
The contact form on the home page does not send anything to a server: it opens your own email application with a pre-filled message. Nothing is stored on the site. Your email then arrives in my mailbox (Google Gmail). Basis: the steps taken at your request before a possible contract (article 6.1.b GDPR). I keep our exchanges for as long as we are in touch, and at most three years after our last contact.
The check-in at healwithquetzal.com/check-in asks nine questions about how your body and mind feel, then places you on a nine-stage map.
Bookings go through Cal.com (Cal.com, Inc., United States). The Cal.com scheduler is loaded only when you click a booking button, not before. Cal.com collects your name, email, time zone and the slot you choose, and creates the appointment in my Google Calendar with a Google Meet link for video sessions. Basis: performance of the contract, or the steps taken at your request before it (article 6.1.b). Transfers outside the European Union rely on the safeguards provided for by the GDPR (standard contractual clauses or an adequacy decision, as described in each provider's own privacy documentation). Appointment details are kept for as long as we work together, and at most three years after our last contact.
Before a first session, I ask you to complete a short intake form hosted by Tally (Tally BV, Belgium, European Union). It asks for contact details, an emergency contact, and elements of your health history, medication, lifestyle and reasons for coming. These are health data. They are collected only with your explicit consent (article 9.2.a), given in the form itself, and only to prepare and adapt our sessions. They are read by Quetzal Charrier only. Tally stores the answers on my behalf; I keep them, together with my session notes, for as long as we work together, and delete them at your request or at the latest three years after our last contact.
Payments are handled entirely by Stripe (Stripe Payments Europe, Ltd., Ireland). Stripe collects your card or payment details, your name, email and billing address; your card details never reach me. I receive the confirmation of payment, your name, email, the amount and, for the library, a subscription identifier. Basis: performance of the contract and my legal accounting obligations. Invoices and payment records are kept for ten years, as French commercial law requires.
cq_access, which keeps you signed in for 30 days. It is strictly necessary to provide the service you asked for, so it needs no consent (article 82 of the French Data Protection Act). It contains no tracking.The site is served by Cloudflare, which processes technical data (IP address, browser type, pages requested) to deliver the pages and protect them from attacks. I do not use analytics, advertising tags or social media pixels. The fonts and scripts the site needs are served from healwithquetzal.com itself, so no third party is called when a page loads. The Cal.com scheduler is the only external tool, and it loads only when you click a booking button.
The public site sets no cookie. It stores two small technical preferences in your browser, which never leave your device: whether you turned on the calm reading mode, and, during a visit, whether you already saw the invitation to take a moment or ticked the boxes before a payment. The video library sets the single strictly necessary cookie described above. The shop keeps your basket, your delivery area and any discount code you typed the same way, in your browser and on your device alone, while you shop. No consent banner is needed, because nothing here tracks you.
If you use the withdrawal page or the complaint page, your name, email address, order reference and what you write are stored with Cloudflare (Workers KV storage, European Union), to handle your request and keep proof of it. Legal basis: performance of the contract and our legal obligations. Kept for three years after the request is handled. You can ask for a copy, a correction or deletion at any time, at the email address above.
| Provider | What for | Where |
|---|---|---|
| Cloudflare, Inc. | Hosting of the site and the library, library accounts | United States, Data Privacy Framework |
| Guilain Charrier (micro-entreprise) | Automated sending tool for the check-in (processor) | Germany (OVH, European Union) |
| Google (Sheets, Calendar, Meet, Gmail) | Check-in spreadsheet, appointments, video calls, my mailbox | United States, Data Privacy Framework |
| Cal.com, Inc. | Booking | United States, GDPR safeguards |
| Tally BV | Intake form | Belgium |
| Stripe Payments Europe, Ltd. | Payments and subscriptions | Ireland |
No data is sold, rented or shared with anyone else, except if the law requires it.
You can ask for access to your data, have it corrected or deleted, ask for a restriction of its use, receive it in a portable format, object to a use based on my legitimate interest, withdraw a consent at any time, and give instructions on what happens to your data after your death. Write to coachquetzalcharrier@gmail.com; you will get an answer within one month. If you are not satisfied, you can complain to the CNIL, the French data protection authority (cnil.fr, 3 place de Fontenoy, TSA 80715, 75334 Paris Cedex 07).
Pages are served over HTTPS only. Passwords are hashed and salted. Access to the spreadsheet, the mailbox and the tools is protected by strong authentication. My processor is bound to confidentiality and to the same level of security by contract.
This policy may be updated when a tool or a practice changes. The date at the top of the page tells you when. Substantial changes are announced on the site.
General terms of sale for consumers (Code de la consommation). They apply to every purchase made from this site.
Quetzal Charrier, sole trader (micro-entreprise) registered in France, trading as Coach Que, coachquetzalcharrier@gmail.com. SIRET 932 771 082 00017. Postal address: 37 boulevard du Couchant, 92000 Nanterre, France. Telephone: +33 7 45 56 56 33. Also shown on every invoice. VAT not applicable, article 293 B of the French General Tax Code.
Before any payment, a box asks you to confirm that you have read and accept these terms. The order is only possible once that box is ticked. These terms, in the version in force on the day of your order, form the contract between us, together with the confirmation email sent by Stripe. They are available in English and in French, and can be printed or saved.
Sessions are held in English, online by video (Google Meet) or, on request and subject to availability, in person in Paris. Session times are given in Paris time. A session is a coaching conversation, body-led and trauma-informed; it is not a medical act. The first half is usually sitting, the second half more reclined, always at your pace and with your agreement.
Prices are shown in euros, all taxes included, VAT not applicable. The price that applies is the one shown at the time of your order. If you pay with a card in another currency, your bank or Stripe may apply a conversion and fees that are outside my control. Payment in instalments can be arranged on request, by email, before the order.
You choose an offer on the site, tick the acceptance box, and are redirected to a secure Stripe payment page. Payment is made in full at that moment, by the means Stripe offers (bank card, and any other method shown on the Stripe page). The contract is concluded when Stripe confirms your payment. You receive a receipt from Stripe and a confirmation from me by email, with the link to book your session and the intake form. An invoice is issued for every payment. I never see your card details.
After payment, you book each session yourself through my online calendar. You can move or cancel a session free of charge up to 48 hours before it starts. Less than 48 hours before, or if you do not show up, the session is counted as taken. If something serious happens, write to me: this rule exists to protect the time we hold for each other, not to punish you. If I have to cancel a session, I offer you a new date or, if you prefer, a refund of that session.
Under articles L221-18 and following of the Code de la consommation, you have 14 days from the day of your payment to withdraw from your purchase, without giving any reason. To do so, send me a clear statement by email to coachquetzalcharrier@gmail.com, for example by using the withdrawal form below. I will confirm receipt by email and refund you within 14 days, using the same payment method you used, at no cost to you (article L221-24).
Starting before the end of the 14 days. Because many people want their first session quickly, the box before payment lets you expressly ask for the service to begin before the end of the withdrawal period. If you tick it and a session is held during those 14 days, you owe the price of that session and, for a single session fully performed, you lose your right of withdrawal for it (articles L221-25 and L221-28 1°). Sessions of a pack that have not yet been held stay covered: if you withdraw, you are refunded their share of the pack price (for example, one session held out of five: four fifths of the pack refunded). If you do not tick that box, your first session can only take place once the 14 days have passed.
Video library. The library is digital content that is not supplied on a tangible medium. When you subscribe, you are asked to expressly agree that access starts immediately and to acknowledge that you thereby lose your right of withdrawal (article L221-28 13°). If you do not agree, access opens after the 14-day period. You can in any case cancel the subscription at any time for the following month.
Once the withdrawal period has ended, purchases are not refundable, except as provided in these terms (cancellation by me, ending the engagement, legal guarantees). Sessions of a pack that are not used within 6 months of purchase are lost, unless we have agreed an extension in writing for a serious reason.
Sessions are a service: I owe you a service performed with care, in line with what is described on this site, and you benefit from the guarantees of the Code civil against non-performance and poor performance. If a session did not take place as agreed for a reason within my control, I re-perform it or refund it.
The video library is digital content and a digital service: you benefit from the legal guarantee of conformity of articles L224-25-12 and following of the Code de la consommation. If a video cannot be played or does not match its description, you can ask for it to be brought into conformity within a reasonable time, and failing that, for a price reduction or the termination of the subscription with a refund of the current month. These guarantees are free and independent of any commercial guarantee.
Coaching is a commitment to means, not to results. No outcome is promised. It is not medical or psychological treatment, and it does not replace care from a health professional; if you are under such care, please tell me. I may end an engagement, with a refund of every session not yet held, if the work turns out not to be right for you or if care from a health professional is more appropriate. You may end it at any time; after the withdrawal period, sessions already held are due and unused sessions of a pack are refunded only in the cases provided here.
I am liable for the proper performance of the service, within the limits of the contract. I am not liable for a failure due to you, to an unforeseeable and insurmountable act of a third party, or to force majeure. Video sessions depend on your internet connection and equipment; if a call drops, we reconnect, and time lost for a reason outside my control is not refunded.
Documents, audio tracks and videos shared during or after a session are for your personal use only. Sessions are not recorded by either of us without the written agreement of the other.
Your data is handled as described in the privacy policy above.
If something is wrong, tell me through the complaint form, or write to coachquetzalcharrier@gmail.com: you get a reference straight away and I answer by email, and we look for a solution together. If we cannot agree, you may bring the matter before the competent court. French law applies. If you live in the European Union, you also keep the protection of the mandatory rules of the country where you live. In addition to the courts designated by the Code de procédure civile, you may bring a claim before the court of the place where you lived when the contract was concluded or when the harm occurred (article R631-3).
These terms exist in English and in French. Both say the same thing; if they ever differ, the French version prevails.
These terms apply to the video library at watch.healwithquetzal.com, in addition to the terms of sale.
Terms of sale for the products of The care shelf (healwithquetzal.com/care), sold to consumers. The terms above cover sessions and the video library; these cover the products.
Quetzal Charrier, entrepreneur individuel (EI) registered in France, SIRET 932 771 082 00017. Postal address: 37 boulevard du Couchant, 92000 Nanterre, France. Telephone: +33 7 45 56 56 33. Email: coachquetzalcharrier@gmail.com. VAT not applicable, article 293 B of the French General Tax Code.
Before payment, a box in your basket asks you to confirm that you have read and accept these terms. Payment is only possible once it is ticked. The version in force on the day of your order applies. You can print or save this page.
The products are cosmetics. They are not medicines and they do not treat any condition. Each product page shows its photos, its use and its price. The full list of ingredients, the precautions for use and the period after opening are printed on each package. The ingredient list of each product is shown under it on the shop page; when it is not yet online, we send it by email on request before you order. Photos are staged images of the real products; the package, colours and wording can differ from one batch to another. The ingredient list and the precautions that apply to your product are the ones printed on its package. If you have an allergy or a sensitive skin, test the product on a small area first.
Prices are in euros, all taxes included (VAT not applicable, article 293 B of the French General Tax Code). Delivery costs are added in the basket before payment: they depend on the destination and on the weight of the parcel, and the total is shown before you pay. Your bank or Stripe may show an approximate amount in your own currency; a currency conversion fee may then apply.
Promo codes: they are personal and given one by one by Quetzal. One code per order, to be entered in the basket before payment; the discount or free delivery shows in the total. A code cannot be exchanged for money or applied to an order already paid, and it may have an end date or a limited number of uses, stated when it is given to you.
Choose your products, then your delivery area, tick the box accepting these terms and go to the Stripe payment page. There you enter your delivery address and pay. Clicking the final pay button means you order with an obligation to pay. The sale is concluded once payment is accepted, and Stripe sends you a confirmation by email. Card details are handled by Stripe only; we never see them.
You may withdraw from your purchase within 14 days of receiving the products, without giving a reason. To do so, use the Withdraw from contract here button, which stays available on this site, or send the model form below, or any clear statement, by email.
Send the products back within 14 days of telling us, to the postal address in section 1. The cost of returning them is paid by you. We refund the full amount you paid, including standard delivery, within 14 days of your withdrawal, using the same means of payment. We may wait until we receive the products, or proof that you sent them. You are responsible for any loss in value caused by handling beyond what is needed to see the products.
Exception for opened cosmetics. In accordance with article L221-28 5° of the Code de la consommation, the right of withdrawal does not apply to products whose seal, film or protective cap has been removed after delivery, because they cannot be returned for reasons of hygiene and health protection. Products that are still sealed can be returned as described above.
Every product is covered by the legal guarantee of conformity and by the guarantee against hidden defects. To use them, write to coachquetzalcharrier@gmail.com with your order and a photo of the problem. The official notice below is reproduced in French, as French law requires; an English translation follows it.
Le consommateur dispose d'un délai de deux ans à compter de la délivrance du bien pour obtenir la mise en œuvre de la garantie légale de conformité en cas d'apparition d'un défaut de conformité. Durant ce délai, le consommateur n'est tenu d'établir que l'existence du défaut de conformité et non la date d'apparition de celui-ci.
Lorsque le contrat de vente du bien prévoit la fourniture d'un contenu numérique ou d'un service numérique de manière continue pendant une durée supérieure à deux ans, la garantie légale est applicable à ce contenu numérique ou ce service numérique tout au long de la période de fourniture prévue. Durant ce délai, le consommateur n'est tenu d'établir que l'existence du défaut de conformité affectant le contenu numérique ou le service numérique et non la date d'apparition de celui-ci.
La garantie légale de conformité emporte obligation pour le professionnel, le cas échéant, de fournir toutes les mises à jour nécessaires au maintien de la conformité du bien.
La garantie légale de conformité donne au consommateur droit à la réparation ou au remplacement du bien dans un délai de trente jours suivant sa demande, sans frais et sans inconvénient majeur pour lui.
Si le bien est réparé dans le cadre de la garantie légale de conformité, le consommateur bénéficie d'une extension de six mois de la garantie initiale.
Si le consommateur demande la réparation du bien, mais que le vendeur impose le remplacement, la garantie légale de conformité est renouvelée pour une période de deux ans à compter de la date de remplacement du bien.
Le consommateur peut obtenir une réduction du prix d'achat en conservant le bien ou mettre fin au contrat en se faisant rembourser intégralement contre restitution du bien, si :
1° Le professionnel refuse de réparer ou de remplacer le bien ;
2° La réparation ou le remplacement du bien intervient après un délai de trente jours ;
3° La réparation ou le remplacement du bien occasionne un inconvénient majeur pour le consommateur, notamment lorsque le consommateur supporte définitivement les frais de reprise ou d'enlèvement du bien non conforme, ou s'il supporte les frais d'installation du bien réparé ou de remplacement ;
4° La non-conformité du bien persiste en dépit de la tentative de mise en conformité du vendeur restée infructueuse.
Le consommateur a également droit à une réduction du prix du bien ou à la résolution du contrat lorsque le défaut de conformité est si grave qu'il justifie que la réduction du prix ou la résolution du contrat soit immédiate. Le consommateur n'est alors pas tenu de demander la réparation ou le remplacement du bien au préalable.
Le consommateur n'a pas droit à la résolution de la vente si le défaut de conformité est mineur.
Toute période d'immobilisation du bien en vue de sa réparation ou de son remplacement suspend la garantie qui restait à courir jusqu'à la délivrance du bien remis en état.
Les droits mentionnés ci-dessus résultent de l'application des articles L. 217-1 à L. 217-32 du code de la consommation.
Le vendeur qui fait obstacle de mauvaise foi à la mise en œuvre de la garantie légale de conformité encourt une amende civile d'un montant maximal de 300 000 euros, qui peut être porté jusqu'à 10 % du chiffre d'affaires moyen annuel (article L. 241-5 du code de la consommation).
Le consommateur bénéficie également de la garantie légale des vices cachés en application des articles 1641 à 1649 du code civil, pendant une durée de deux ans à compter de la découverte du défaut. Cette garantie donne droit à une réduction de prix si le bien est conservé ou à un remboursement intégral contre restitution du bien.
In English, in short: for two years from delivery you can ask for a product that does not conform to be repaired or replaced within thirty days, free of charge; failing that, you can keep it with a price reduction or return it for a full refund. You only need to show the defect, not when it appeared. You also benefit from the guarantee against hidden defects for two years from their discovery. The French text above prevails.
If something is wrong with an order, use the complaint form: you get a reference straight away, and Quetzal answers by email, usually within a week. You can also write to coachquetzalcharrier@gmail.com. If we cannot agree, section 11 below says which law and courts apply.
For an order, Stripe collects your name, email, telephone, billing and delivery address so that we can ship your parcel; La Poste and, outside the European Union, the customs of the destination country receive what is needed for delivery. Order records are kept for ten years, as French accounting rules require. The privacy policy above explains your rights.
These terms are governed by French law. This choice does not deprive you of the protection of the mandatory rules of the country where you usually live. You may bring a claim before the competent court, including the court of your own place of residence.
These terms exist in English and in French. If they ever differ, the French version prevails for customers living in France.
Model form provided for by article R221-1 of the Code de la consommation. Complete and return this form only if you wish to withdraw from the contract. You can copy it into an email.
The fastest way: Withdraw from contract here
To: Quetzal Charrier (Coach Que), by email to coachquetzalcharrier@gmail.com.
I hereby notify you that I withdraw from my contract for the sale of the following goods / for the provision of the following service: (products bought on The care shelf, or name of the offer, for example single session, the Returning path, the Coming Home journey, video library).
Ordered on / received on: (date of payment, and date of receipt for products).
Name of the consumer:
Address of the consumer:
Email used for the order:
Signature of the consumer (only if this form is sent on paper):
Date: