General Terms and Conditions of Sale (GTCS)

These general terms and conditions of sale (hereafter "GTCS") govern all moving, clearance, removal, storage and cleaning (routine, end-of-lease or post-disaster) services offered by CSR-Solutions, a SASU with share capital of €1,800.00, whose registered office is at 105 Les Roitelets, 01220 Sauverny, France, registered with the RCS of Bourg-en-Bresse under no. 108 165 234 (hereafter "the Provider"), to its clients (hereafter "the Client").

The Provider's contact details are on the Legal notice page of the website.

These GTCS apply both to consumer Clients (individuals) and professional Clients, subject to the specific provisions applicable to each category, in particular those arising from the Consumer Code.

Any order, signed quote or written validation of a service implies full and complete acceptance of these GTCS, to the exclusion of any contrary conditions from the Client, unless expressly agreed in writing by the Provider.

Every intervention is subject to a free, no-obligation quote, drawn up after a technical site visit or a detailed description of the need sent by the Client.

The quote specifies the nature and scope of the services, the agreed price (excl. and incl. VAT), the execution deadlines and any special conditions. The contract is deemed concluded on the Client's signature of the quote, or on written confirmation (email, online form).

The price indicated is firm and final, with no supplement on the day of intervention, except:

• an additional request from the Client expressly accepted in writing (before or during the intervention);
• a substantial difference between the condition observed on site and the information provided by the Client when the quote was drawn up (volume, inventory, access, floor, presence of a lift, nature of waste, etc.). In this case, the Provider informs the Client before continuing and a quote supplement is drawn up by mutual agreement.

Prices are in euros (€), all taxes included (VAT at the legal rate in force), unless otherwise stated for professional Clients wishing an excl.-VAT price.

A deposit of up to 30% of the total amount may be requested on quote validation. The balance is payable on receipt of the invoice, within 30 days, unless special conditions agreed with a professional Client.

For professional Clients: under article L441-10 of the Commercial Code, any late payment automatically entails late-payment penalties at the applicable legal interest rate increased, as well as a flat-rate recovery fee of €40, without prejudice to additional compensation on justification.

For consumer Clients: any late payment may entail statutory interest at the legal rate, after an unsuccessful formal notice.

Accepted payment methods: bank transfer, bank card.

Any cancellation of a scheduled intervention must be notified in writing (email or message) at least 72 hours before the scheduled date.

Cancellation within the deadline: the deposit paid is fully refunded, or carried over to a new date at the Client's convenience.

Late cancellation (less than 72 hours before): the deposit remains acquired by the Provider as a flat-rate indemnity for the organisation and mobilisation costs already incurred (vehicle reservation, team scheduling), without prejudice to the Client's right to show that this amount is manifestly disproportionate to the actual loss.

A reschedule is possible at no cost if the request reaches the Provider at least 48 hours before the intervention, subject to the Provider's availability.

The Provider holds professional liability insurance and, for moving operations, insurance covering damage to transported goods, in accordance with the regulations applicable to road moving. Moving services are, unless otherwise stated in the quote, subject to the standard contract applicable to moving operations (regulations in force), which sets in particular the terms of value declaration of transported goods and the deadlines and forms in which the Client must notify any reservations in the event of damage observed (in principle by registered letter with acknowledgement of receipt, within the deadlines set by this standard contract).

The Provider's liability cannot be engaged for damage resulting from:

• an inaccurate or incomplete declaration by the Client when the quote was drawn up (nature, value or fragility of goods);
• a pre-existing defect, fragility or wear of the item, not reported by the Client;
• a case of force majeure (see art. 9);
• packing of fragile or valuable items not entrusted to the Provider.

Subject to the specific provisions of the standard moving contract mentioned above, any claim must be made in writing as soon as possible after the intervention, accompanied where possible by photos or any element establishing the alleged damage.

The Client undertakes to:

• provide free, secure access and, where applicable, a parking space for the Provider's vehicle(s) (parking authorisation to be obtained from the municipality if needed);
• report before the intervention any particularity of the premises or goods (fragility, value, difficult access, absence of a lift, high floor, presence of animals, etc.);
• clear, as far as possible, the spaces to be treated;
• remove or expressly report any valuables (precious items, sensitive documents, cash, artwork, etc.) before the start of the intervention.

Failing this, the Provider reserves the right to reschedule the intervention (travel costs may then be invoiced) or to decline any liability for unreported goods.

The Provider may use qualified subcontractors for the execution of all or part of the service, under its responsibility and with no price supplement for the Client, unless otherwise stated in the quote.

Under articles L221-18 et seq. of the Consumer Code, when the contract is concluded following door-to-door selling at the Client's home, or outside the Provider's premises, or at a distance (website, phone), the consumer Client has 14 days from the conclusion of the contract to exercise the right of withdrawal, without having to give a reason or pay a penalty, using the standard withdrawal form or any unambiguous statement.

A standard withdrawal form is given or sent to the Client at the conclusion of the contract.

Execution before the end of the withdrawal period: if the Client wishes the service to begin before the 14-day period expires, they must make an express written request. In this case, under article L221-28 of the Consumer Code, if the service is fully performed before the end of the period, the Client loses the right of withdrawal. If the Client withdraws after the service has begun at their request, they must pay the price corresponding to the service already provided up to the communication of their withdrawal decision.

This right of withdrawal does not apply to professional Clients acting in the course of their business, nor when the contract is concluded at the Provider's premises at the Client's initiative.

The Provider cannot be held liable for any delay or non-performance resulting from a case of force majeure within the meaning of article 1218 of the Civil Code, in particular: exceptional weather conditions, strike, major vehicle or equipment breakdown, authority decision, pandemic, or any other unforeseeable, irresistible event beyond the Provider's reasonable control.

In such a case, the intervention is rescheduled to a date agreed between the parties, at no cost or penalty to either.

The Provider undertakes to preserve the confidentiality of the information transmitted by the Client in the course of the service. The Client's personal data is processed in accordance with the General Data Protection Regulation (GDPR) and the French Data Protection Act (Law no. 78-17 of 6 January 1978, as amended), and is never transferred to third parties for commercial purposes. For more details, the Client is invited to consult the Provider's Privacy Policy.

Under article L616-1 of the Consumer Code, in the event of a dispute not resolved directly with the Provider, the consumer Client has the right to free recourse to a consumer mediator for the amicable resolution of the dispute.

Competent mediator: CNPM Médiation Consommation, 27 avenue de la Libération, 42400 Saint-Chamond.

The Provider reserves the right to amend these GTCS at any time. The GTCS applicable to a service are those in force on the date of signature of the corresponding quote.

These GTCS are governed by French law.

In the event of a dispute, and failing amicable resolution or mediation, the French courts shall have sole jurisdiction. For consumer Clients, under article R. 631-3 of the Consumer Code, the Client may bring the matter before either one of the territorially competent courts under the Code of Civil Procedure, or the court of the place where they resided at the time of the conclusion of the contract or the occurrence of the damaging event.