General Terms and Conditions (GTC)

1. Provider identification

2. Definitions

Customer any individual or legal entity subscribing to a Service.
Services services: web hosting, Nextcloud, webmastering, ad hoc outsourcing, domain name sales, etc.
Portal management interface available at https://portail.lrob.fr.

3. Purpose and scope of application

These terms and conditions govern all services provided by LRob. Any order implies full and complete acceptance of the GCS, which prevail over any contradictory document.

4. Service description

• All-inclusive Web hosting disk space, monthly traffic, e-mails, databases, FTP accounts, domain name .enwithout predefined quotas, but within the framework of reasonable use.
• Nextcloud hosting : shared or dedicated instance, including security maintenance.
• Webmastering Site administration (security, updates, small developments).
• One-off services migrations, audits, hourly or fixed-price development.

A detailed description of each offer can be found on the Portal or in the quotation.

5. Operation - Commissioning

6. Prices - Payment terms

• Prices in euros excluding taxes.
• Invoices payable to 30 days end of month unless explicitly agreed.
• Penalties : ECB key rate + 10 points (legal minimum) and flat-rate indemnity of €40 for collection costs (art. L. 441-10 C. com.).
• No discount for early payment.

7. Right of withdrawal

The consumer has 14 days to withdraw from the contract, except if :

1. performance began before the deadline expired;
2. he has given his express agreement and recognized the loss of the right (art. L. 221-28-13° C. conso.). Prior validation is required before any relevant subscription.

8. Legal and commercial warranties

8.1 Legal warranty of conformity (mandatory box)

Legal warranty of conformity - digital content and services
The consumer has a period of two (2) years from the date of supply of the service in which to obtain its conformity in the event of a defect.
Where the contract provides for a continuous supply of more than two years (hosting, SaaS, etc.), LRob is liable for defects arising from for the duration of the contract.
Conformity is achieved free of charge, without unjustified delay or major inconvenience. If this is not possible, the consumer may obtain a reduction in the price or rescission of the contract under the conditions set out in articles L. 224-25-12 to L. 224-25-26 C. conso. Légifrance

8.2 "Satisfied or your money back" guarantee

Satisfied or your money back within 30 days : The customer has 30 days to test the services and can request a full refund if not satisfied. This only applies to offers subscribed via the LRob portal, and excludes offers based on a signed quotation. This guarantee does not apply to costs incurred for domain names or one-off services already carried out, such as migrations. This request must be made by support ticket on the LRob portal before 30 calendar days following deployment of the service.

8.3 All-inclusive services

LRob offers a range of so-called "all-inclusive" or "unlimited" services: .fr domain name, sub-domains, domain aliases, e-mail addresses, databases, monthly traffic and FTP accounts, all with no pre-established limits. However, the user acknowledges that "Unlimited" is understood to mean subject to reasonable use of available resources, within the framework of normal operation of a website and emails. LRob reserves the right, in the event of abusive or manifestly excessive use compromising the proper functioning of the service, to apply restrictive or suspensive service measures after prior warning to the customer. This includes, in particular, the sending of spam, the use of insecure practices or practices allowing use as a malicious gateway, or the saturation of server computing resources to the point of altering the service of other hosted customers.

8.4 Change of offer

The customer may switch to a higher or lower offer at any time at no additional cost. In the event of switching to a lower offer, no refund of the price difference will be made, given the fixed costs incurred by LRob to guarantee the continued availability and quality of the services provided.

Upgrades are calculated on a pro rata basis, so as not to change the renewal date. For example, if a customer subscribed to an annual offer at €100 on January 1, and wishes to switch to an annual offer at €200 after 6 months, he will be charged (200/12)x6 - (100/12)x6 = €50; and on the following January 1, his renewal will be at the rate of the new offer subscribed to, i.e. €200.

8.5 Modifications to offers

LRob reserves the right to modify its commercial offers. In the event of the addition of resources at an equivalent rate, the customer is not necessarily informed. Although we try to avoid this situation as much as possible, in the event of a reduction in resources or a price increase, the customer is notified at least 30 days before the change by e-mail. The customer may cancel the contract at no charge if he refuses to accept the modification of an essential element.

9. LRob's obligations & responsibilities

9.1 Inability to provide a service

Due to the complex nature of web services, some services may not be possible after payment. In the event that a service cannot be provided, LRob reserves the right to grant a partial or total refund depending on the time spent on the subject.

9.2 Hosting backups

LRob carries out regular automated backups for a period of one year. However, these backups constitute a complementary service and do not exonerate the customer from his own obligation to regularly conserve data. LRob declines all responsibility in the event of partial or total failure to restore from these backups.

9.3 Triple-redundant DNS availability

LRob guarantees the availability of the DNS service through a triple-redundant infrastructure to ensure high availability, subject to exceptional circumstances beyond our control (force majeure, computer attacks, etc.).

9.4 Uptime commitment

LRob guarantees a rate of availability of its services greater than 99.99 % on an annual basis. In the event of proven non-compliance with this guarantee, proportional compensation may be granted to the customer upon written request. This compensation will take the form of a reduction on the next invoice or an equivalent extension of the current subscription, calculated on the actual duration of unavailability exceeding the guaranteed threshold. Excluded from this measure is the banning of a user's IP by the security systems in place on the server.

9.5 24/7 monitoring and on-call service

Continuous monitoring and an on-call service are provided 24/7 to guarantee LRob's responsiveness in the event of a malfunction. Initial technical intervention (GTI) is guaranteed within 1 hour during working hours, and within 4 hours outside these hours.

10. Termination of services

• Services via the online portal Cancellation: Cancellation can be effected by the customer from his customer area on portal.lrob.fr up to the moment of renewal. In the event of payment failure and no response from the customer for 3 months, termination is automatic and data may be deleted. Restoration of data after this period is subject to a charge and will be quoted.
• Renewal services on quotation and manual invoice Cancellation: Cancellation must be made at least 15 calendar days before the renewal date. In the event of non-payment, the service is also suspended and then terminated after 3 months.

11. Hosting status (LCEN)

In accordance with law no. 2004-575 of June 21, 2004, art. 6LRob retains connection data for 12 months, and may suspend or remove any manifestly illicit content notified in accordance with the prescribed procedure.

12. Intellectual property - Reversibility

• The customer remains the exclusive owner of its data and content.
• The tools developed by LRob are licensed on a non-exclusive basis for the duration of the contract.
• In the event of termination, the customer may recover all data (SQL dump + files) within 15 calendar days; free transfer via secure link or support provided by the customer.

13. General limitation of liability

LRob's overall liability is capped at total amount paid by the customer over the last 12 months for its web hosting offer.

LRob undertakes only an obligation of means and not of result. LRob can in no way be held responsible for loss of profit, operation, reputation, loss of data or any other indirect prejudice resulting directly or indirectly from the use of the services offered. The customer is obliged to take all necessary precautions to regularly safeguard his personal and professional data.

These clarifications are designed to ensure a transparent and precise understanding of the commitments made by LRob, while protecting the company from the risks inherent in the web hosting business.

14. Force majeure

Neither party is liable for a breach due to an irresistible, unforeseeable and external event (art. 1218 C. civ.) preventing the performance of its obligations.

15. Support and after-sales service

Technical support does its utmost to be reachable by phone from Monday to Friday, 9:30am to 12:30pm and 2pm to 6pm. Outside these hours, an on-call service is available so that a customer can notify LRob of an emergency. Email support is also available, but response is only guaranteed through the use of support tickets on portal.lrob.fr.

16. Disputes

In the event of a dispute relating to the interpretation or execution of these GCS, the amicable method of dispute resolution is preferred. The GCS are governed by French law. Any dispute shall be subject to of the Orléans courtssubject to the protective provisions applicable to consumers.

If a written claim is unsuccessful :

Consumer ombudsman - CNPM Consumer Mediation
27 avenue de la Libération, 42400 Saint-Chamond - France
https://www.cnpm-mediation-consommation.eu/ Website of contact-paramourpoursoi !

Consumers can also use the European RLL platform: https://ec.europa.eu/consumers/odr/.

17. Confidentiality & communication

LRob and its subcontractors undertake never to exploit or transfer hosted data. Unless otherwise agreed in writing, the mere mention of the Customer's trade name may be used as a reference.

Unless specifically agreed otherwise, LRob reserves the right to use public information about its customers (trade name) to mention them as customers, or to share by name public customer reviews left on pages and products for communication and promotional purposes. This includes mentioning you as a customer and displaying your logo on the LRob site. If you subsequently refuse to appear in these communications, we will remove your details following a request by e-mail or support ticket.

By hosting your data with LRob, the hosted customer is aware that the hosted data is accessible by LRob and its technical staff.

For your protection, LRob undertakes to restrict access to this data as much as possible and not to exploit or resell your data. This data may include, but is not limited to, your banking information, contact details, documents and emails, all of which are thus protected by the same confidentiality policy.

In addition, your explicit consent is systematically required to share sensitive data with a third party. This may be necessary, in particular, for technical diagnostic purposes or for collaboration with external service providers.

Unless you explicitly state otherwise, your collaboration with LRob is not considered sensitive information and can therefore be made public and used for communication purposes.

18. Personal data protection

LRob acts as subcontractor (host) within the meaning of art. 4 §8 RGPD.

• Legal basis : performance of the contract.
• Rights : access, rectification, deletion, limitation, opposition, portability via legalabuse2025@lrob.net or by post.
• Safety : restricted access, strong authentication, application firewall, robot banning, daily system updates.
• Data breach : notification to the customer within 48 hours of detection.
• A subcontracting agreement (DPA) in accordance with art. 28 RGPD is available on request and is an appendix hereto.

19. Modification of the GTC

LRob can modify the GTC with a 30 days' notice (notification by e-mail). The customer may terminate the contract free of charge if he refuses to accept the modification of an essential element.