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.
Customer area management interface available at https://www.lrob.fr/mon-compte/.

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 .en, without 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.

La fiche détaillée de chaque offre figure sur l’espace client ou dans le devis.

5. Operation - Commissioning

	Automatic payment	Manual payment
Modes	CB via notre site internet	Credit card or bank transfer
Trigger	immediate	after quote validation
Commissioning times	≤ 48 working hours (4 hours observed)	≤ 15 calendar days for customized offers

6. Prices - Payment terms

• Prix affichés en euros hors taxes (HT). La TVA applicable est calculée et ajoutée lors de la commande.
• Invoices payable to 30 days end of month unless explicitly agreed.
• Penalties : ECB key rate + 10 points (legal minimum) and flat-rate compensation 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 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 : Le client dispose d’une période de 30 jours pour tester les services et peut demander un remboursement complet s’il n’est pas satisfait. Cela concerne uniquement les offres souscrites via notre site LRob et exclu les offres sur devis signé. Cette garantie ne s’applique pas aux frais engagés pour les noms de domaine ou les services ponctuels déjà réalisés telles que les migrations. Cette demande doit être faite par ticket support sur le site LRob avant les 30 jours calendaires suivant de déploiement du 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 without 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

Cancellation request

• Services via le site en ligne : La résiliation peut être effectuée par le client depuis son espace client sur www.lrob.fr jusqu’à l’instant du renouvellement.
• Renewal services on quotation and manual invoice Cancellation: Cancellation must be made at least 15 calendar days before the renewal date.

Unless otherwise requested, services remain available until the termination date.
No refund will be made in the event of early termination.

Default of payment

In the event of non-payment by the due date, service will be suspended.
Failure to pay within 30 days is considered as cancellation.

Data deletion

The data is deleted 30 days after the effective end date of the services.
Restoring data from a backup is subject to a fee and will be quoted.

Termination at LRob's initiative

LRob reserves the right to terminate any service without notice in the event of a serious breach of these GTC, unlawful activity, or behavior detrimental to LRob, its partners or other customers.

11. Hosting status (LCEN)

In accordance with law no. 2004-575 of June 21, 2004, art. 6, LRob 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 30 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, exploitation, 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

Le support technique fait son maximum pour être joignable par téléphone du lundi au vendredi de 9h30 à 12h30 et de 14h à 18h. En dehors de ces horaires, un service d’astreinte est disponible pour qu’un client puisse notifier LRob d’une urgence. Le support par email est pratiqué, mais la réponse n’est garantie que via l’utilisation des tickets support sur www.lrob.fr.

16. Disputes

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

Protection of hosted data By hosting data at LRob, the Customer acknowledges that such data is accessible by LRob and its technical staff. Hosted data is considered sensitive and confidential: LRob undertakes to restrict access to this data to that which is strictly necessary and never to exploit, transfer or resell this data, whether it be banking information, contact details, documents, emails or any other hosted data.

Sharing with third parties Any sharing of sensitive data with a third party (particularly for technical diagnostic purposes or collaboration with external service providers) requires the customer's explicit prior consent.

Customer referencing The Hosted Customer acknowledges that the web host of an Internet site is a public and legally obligatory datum, to be included in the legal notices of its hosted web sites. LRob reserves the right to use this public data, i.e. the Customer's trade name and logo as a reference, and to distribute its public notices for communication and promotional purposes. The Customer may request the removal of these notices at any time by e-mail or support ticket.

Non-competition (reseller offers) LRob undertakes not to canvass directly the customers of its resellers (Web Agency offers), unless explicitly agreed with the reseller concerned. This commitment persists for 12 months in the event of termination of LRob services by the reseller, and ends in the event of cessation of activity by the reseller for more than 1 month (non-payment of LRob services, judicial liquidation, and other cases of force majeure), in order to ensure continuity of service for end customers whose web activity must be protected.

18. Personal data protection

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

• Legal basis : performance of the contract.
• Droits : access, rectification, deletion, limitation, opposition, portability via abuse@lrob.net or mail.
• 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 peut modifier les présentes CGV à tout moment. Les modifications mineures ou sans incidence sur un élément essentiel du contrat (corrections, précisions, ajustements n’affectant ni le prix ni le périmètre des services souscrits) entrent en vigueur dès leur publication.

Toute modification portant sur un élément essentiel (prix, périmètre des services, durée, conditions de résiliation) est notifiée au Client par courrier électronique. Le Client dispose d’un délai de 30 jours à compter de cette notification pour résilier sans frais s’il refuse la modification. À défaut de résiliation dans ce délai, la modification est réputée acceptée.

Un remboursement peut exceptionnellement être accordé pour la part du service non encore fournie, à la discrétion de LRob.