Chapter I: Definitions and scope of application

For the purposes of this Title, the following definitions shall apply:1° National dispute: a dispute of a contractual nature between a consumer and a seller or supplier concerning the performance of a contract of sale or provision of services, where, at the time the contract was concluded, the consumer resides in the same Member State as that in which the seller or supplier is established;2° Cross-border dispute: a dispute of…

Consumer mediation applies to a national or cross-border dispute between a consumer and a professional. It is governed by the provisions of this Title and, insofar as they are not contrary to them, by those of Chapter I of Title II of the Act of 8 February 1995 referred to in article L. 611-1.

Mediation of consumer disputes does not apply to:1° Disputes between professionals;2° Complaints made by the consumer to the professional’s customer service department;3° Direct negotiations between the consumer and the professional;4° Conciliation or mediation attempts ordered by a court hearing the consumer dispute;5° Proceedings brought by a professional against a consumer.

Disputes concerning:1° Non-economic services of general interest;2° Health services provided by health professionals to patients to assess, maintain or restore their state of health, including the prescription, administration and supply of medicinal products and medical devices;3° Public providers of higher education shall not be regarded as consumer disputes within the meaning of this Title.