Digital law

MOSAIK assists online retailers, brands and platforms at every stage of their growth, from launching the website to handling disputes, in France and internationally.

Launching your online store in full compliance

Before the first sale, your website must be legally sound. MOSAIK drafts and audits:

• general terms and conditions of sale, for consumers and for business customers;
• legal notices and mandatory pre-contractual information;
• the checkout flow: price display, delivery charges, order confirmation;
• the privacy policy and cookie management;
• the terms governing customer reviews and user content.

Complying with consumer rights

Online consumers enjoy enhanced protections, and ignoring them exposes you to penalties and serial disputes:

• the fourteen-day right of withdrawal and its exceptions;
• the statutory warranties of conformity and against hidden defects;
• delivery deadlines and liability;
• the rules governing promotions, price reduction announcements and commercial practices;
• the prohibition of unfair terms.

MOSAIK helps you turn these obligations into clear internal processes: returns policies, refund management, template responses to complaints.

Marketplaces and platforms

Selling on a marketplace, or operating one, raises specific questions: seller onboarding contracts, ranking transparency, obligations under the Platform-to-Business Regulation and the Digital Services Act, and liability for content and products. The firm advises sellers in their dealings with platforms as well as operators building their own model.

Digital marketing and customer acquisition

An online store's growth relies on its marketing, which has rules of its own: email and SMS marketing, targeted advertising, prize draws, referral schemes, influencer partnerships. MOSAIK secures your campaigns and your affiliation or influencer contracts, in conjunction with our dedicated practice for influencers and content creators.

Protecting your website and your assets

Your online store is an asset: domain name, trademark, visual identity, photographs, product pages, customer database. The firm organises their protection and takes action against infringements: counterfeiting, parasitic conduct, disparagement, domain name hijacking, fake websites and fraud.

Subscriptions and digital services

Subscription models (boxes, software, content, services) are subject to specific rules: information on renewal, the 'three-click' online cancellation requirement, the framework for trial offers, and the supply of digital content and services. MOSAIK gives your subscription offering and your cancellation flows a sound legal structure, reconciling compliance and retention.

Handling disputes

MOSAIK acts in disputes specific to e-commerce: consumer claims, consumer mediation, investigations and injunctions from the DGCCRF (French consumer protection authority), disputes with platforms, unpaid orders and payment fraud, and disputes with logistics or technical providers.

Frequently asked questions

Can I draft my terms and conditions myself, or copy them?

Copying a competitor's terms and conditions is doubly risky: they do not match your business, and reproducing them may amount to parasitic conduct under French unfair competition law. Tailor-made terms are a modest investment compared with the disputes they prevent.

Does the right of withdrawal apply to everything?

No. The law provides exceptions: personalised goods, perishable goods, digital content supplied with the customer's consent, and unsealed hygiene products, among others. But these exceptions must be invoked correctly in your terms and your checkout flow.

I sell abroad: which law applies?

As a rule, European consumers benefit from the protection of their country of residence. Selling outside France therefore means adapting your terms, pre-contractual information and tax treatment. MOSAIK assists its clients on these questions, particularly towards Asia and Latin America.

What does a non-compliant website risk?

Administrative penalties (from the DGCCRF (French consumer protection authority) and the CNIL), consumer disputes, but also commercial consequences: delisting from platforms, loss of trust, or a blocked fundraising or sale during legal due diligence.